Last updated: October 20, 2026
This policy applies to purchases made directly at novanest-tech.com. For purchases made through another retailer, contact that retailer for its return process and terms.
1. Change-of-mind returns
Contact info@novanest-tech.com within 7 days of receiving your item to request a return for personal preference or another change-of-mind reason. Items must be unused, in their original condition, and include the original packaging, labels, accessories and documentation.
2. Damaged, defective or incorrect items
If an item arrives damaged, defective, incomplete or different from what you ordered, contact us promptly with your order number, a description of the issue and relevant photos of the product and packaging. Keep the packaging while we investigate.
The unused and undamaged conditions for change-of-mind returns do not exclude the arrival damage or defect being reported. We will review the issue and arrange an appropriate return, replacement or refund where applicable. The 7-day change-of-mind return window does not replace an applicable manufacturer warranty or limit statutory rights.
3. Return authorization and address
Contact us before shipping any item back. Once your return is approved, we will provide a return label and the designated return address in the United States, together with packaging and carrier instructions. Follow the supplied instructions, including any battery-shipping requirements. Drop-off or pickup options depend on the assigned carrier.
Our registered business address is not the designated return destination unless expressly confirmed in your return instructions. Do not send a product there or to another address without authorization.
4. Return shipping and fees
Change-of-mind returns: the customer pays return shipping. Costs depend on the product, package size and weight, carrier and return destination. If we provide a paid label, we will disclose the charge and how it will be collected before you agree to proceed.
Incorrect items, arrival damage or eligible product defects: we cover the return shipping costs. An approved return for an issue on our end will receive a full refund when a refund is the agreed resolution.
No restocking or additional handling fee applies.
5. Inspection and refunds
After the return is received and inspected, we will notify you of approval or explain any reason for rejection. Approved refunds are issued to the original payment method within 7 business days. Your bank or card issuer may require an additional 7–14 days to post the refund.
6. Cancellations
Contact us immediately if you need to cancel an order. Cancellation may not be possible once warehouse processing or shipment has begun. If cancellation is no longer possible, the applicable return process applies after delivery. If we cancel an unavailable item after collecting payment, we will refund the canceled item to the original payment method.
7. Manufacturer warranty
Product issues outside the change-of-mind return window may be eligible for EcoFlow warranty service. Coverage depends on the product and EcoFlow's applicable terms. Contact us for order documentation or help locating the correct warranty support channel. Nothing in this policy limits non-waivable consumer rights.
8. Contact
NOVANEST — operated by Initiative Technology Co., Ltd
Email: info@novanest-tech.com
Phone / WhatsApp: +1 (646) 724 8460
Registered business address: 1312 17th Street, Unit Num 2955, Denver, CO 80202, United States
For product returns, use only the address provided with your return authorization.