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Returns & RefundsChanged Your Mind? 30 Days, No Fuss
Return an unused unit within 30 days for a full refund. No restocking fee, no explanation required though if it’s a sizing problem, talk to us first and we’ll probably solve it cheaper.
Last updated: August 2026
How to return something
Don’t ship anything back before speaking to us. Power stations are classed as dangerous goods, and an unannounced return can be refused by the carrier or arrive without us knowing whose it is.
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Message us within 30 days
Email support@powerbackupsupply.com, use the contact form, or WhatsApp us. Include your order number and say briefly why it’s coming back — wrong size, changed your mind, whatever it is. We don’t interrogate.
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We confirm and send instructions
Within one business day you’ll get confirmation, the return address and packing guidance. If the return is our fault, a prepaid label comes with it.
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Pack it in the original box
Lithium batteries need their certified packaging and hazard labels to travel legally. Include every cable, adapter and manual — missing accessories are deducted from the refund at replacement cost.
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Ship it and send us the tracking
Keep the tracking number until the refund lands. Until the unit is back with us, it’s still your shipment as far as the carrier is concerned.
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We inspect and refund
We check the unit on arrival and refund within five business days. You’ll get an email when it’s issued.
What can and can’t come back
Returnable
- Unused units in resalable condition, in the original packaging
- Units you’ve charged and tested but not actually put to work
- Unopened accessories, cables and adapters
- Solar panels that haven’t been deployed outdoors
- Anything we sent in error, or that arrived faulty
Not returnable
- Units showing use — scuffs, dirt, field wear, significant cycle count
- Anything without its original packaging
- Items marked final sale, clearance or special order
- Returns started after the 30-day window has closed
- Units bought from anyone other than us
Who pays the return shipping
It depends on why it’s coming back. Power stations are heavy and classed as dangerous goods, so return freight is genuinely expensive — ask us for an estimate before you commit.
| Reason for return | Return shipping | Refund |
|---|---|---|
| Faulty, damaged or dead on arrival | We pay | Full |
| We sent the wrong item | We pay | Full |
| Not as described on our site | We pay | Full |
| Changed your mind | You pay | Full purchase price |
| Wrong size ordered | You pay | Full, or exchange |
| Refused or undeliverable | Deducted | Less return freight |
Original outbound shipping is refunded when the return is our fault. On a change-of-mind return, the outbound shipping you paid isn’t refunded — that service was delivered.
How refunds work
Refunds go back to the original payment method within five business days of the unit arriving and passing inspection. We can’t refund to a different card or account — that’s a fraud-prevention rule, not a preference.
How long it actually takes to appear
- Card payments: 5–10 business days total, because your bank adds its own processing time after we issue it.
- PayPal: usually within 1–2 business days of issue.
- Bank transfer: 3–5 business days from issue.
- Crypto: refunded in the same asset, at the USD value we received — not the value today. Market movements either way are not refunded or recovered.
Partial refunds
Occasionally a return comes back with missing accessories or damage that wasn’t there when it left. In those cases we deduct the replacement cost and tell you exactly what was deducted and why, with photos, before issuing. No silent deductions.
Exchanges
If you sized it wrong, an exchange is usually cheaper and faster than a return plus a new order. Message us with your order number and what you actually need. We’ll work out the difference either way and arrange both movements together.
This is worth doing before you start a return. The most common reason people send a unit back is that it won’t run something they expected it to — which is a sizing problem, not a fault, and solvable.
Is it actually faulty?
If the unit has stopped working or developed a fault, that’s a warranty claim rather than a return — different process, and we cover the shipping.
Common questions
I threw away the box. Can I still return it?
Unfortunately not for a change-of-mind return. Lithium batteries can only ship legally in certified packaging with the correct hazard labelling, and that’s the box it came in. Keep the packaging for the first month — it’s also needed if you ever make a warranty claim.
How much does return shipping cost?
It depends on weight and distance, and for larger units it’s freight rather than parcel, so it isn’t trivial. Ask us before you commit and we’ll give you a realistic figure for your address. On a borderline decision it often makes an exchange the better option.
The 30 days ran out a few days ago. Any flexibility?
Ask. The published policy is 30 days and that’s what we commit to, but we’d rather have a sensible conversation than lose a customer over a few days. Note that the warranty is separate and runs far longer, so a faulty unit is covered regardless.
Can I get store credit instead?
Yes, if you prefer — just say so when you start the return. It’s issued as soon as the unit arrives, without waiting for a payment processor, so it’s usually the fastest option.
Legal note
This returns policy applies to purchases made directly from Power Backup Supply. It sits alongside your statutory rights under applicable federal and state law and does not replace them — in particular, nothing here limits your rights in respect of goods that are faulty or not as described.
Returns should not be shipped until a return has been agreed with us. Once agreed, the return address is Austin, TX 78701. Returns sent without prior agreement may be refused by the carrier or delayed on arrival.
Start a Return
Send your order number and a line about why it’s coming back. We’ll reply within one business day with everything you need.