Refund policy

RETURN & REFUND POLICY

Last Updated: 7 September 2026

This Return & Refund Policy applies to purchases made through our website and explains the process for product returns, replacements, repairs, and refunds.

The website is operated by Consult Links (Pvt.) Ltd.

1. Important Return & Logistics Charges

For any approved customer-requested return, the applicable logistics/return shipping cost will be charged to the customer.

However, if the product is confirmed to be faulty due to a manufacturing defect, no logistics/return shipping charges will be charged to the customer.

This distinction applies after the product/claim has been reviewed and the reason for return has been verified by our team.

In simple terms:

  • Customer-requested return: Logistics charges apply.

  • Change of mind / ordered the wrong product: Logistics charges apply.

  • Confirmed manufacturing fault/defect: No logistics charges.

  • Wrong product sent by us: No logistics charges.

  • Damage caused during delivery: No logistics charges, subject to timely reporting and verification.

2. Return Eligibility

Customers may request a return or replacement where:

  • The product received has a confirmed manufacturing defect.

  • The wrong product or model was delivered.

  • The product was damaged during delivery.

  • An item or essential component included with the order is missing.

  • A return is otherwise permitted under the applicable product/category policy.

All returns are subject to verification and approval.

3. Damaged or Incorrect Orders

If your parcel arrives damaged, opened, tampered with, or contains an incorrect product, please contact us as soon as possible and preferably within 48 hours of delivery.

We may require:

  • Order number/invoice

  • Photographs of the parcel

  • Photographs/videos showing the damage

  • Photographs of the product and packaging

  • Description of the issue

  • Product serial number, where applicable

  • Any other information reasonably required to verify the claim

Customers are encouraged to retain the original packaging until the claim has been resolved.

4. Faulty / Manufacturing Defect

If a product is confirmed to have a manufacturing defect, the Company may, after inspection:

  • Replace the product;

  • Repair the product, where applicable; or

  • Provide another appropriate resolution.

No logistics/return shipping cost will be charged to the customer for a confirmed manufacturing defect.

The product may need to be physically inspected before a final decision is made.

5. Customer-Requested Returns

If a customer requests a return for reasons other than a confirmed manufacturing defect, the customer will be responsible for the applicable logistics/return shipping charges.

This includes, where applicable:

  • Change of mind;

  • Incorrect product/model ordered by the customer;

  • Customer no longer requiring the product;

  • Customer preference-related returns.

Any applicable logistics charges will be communicated to the customer before the return is processed.

6. Return Conditions

For an approved return, the product should, where applicable:

  • Be returned in its original packaging.

  • Include all accessories, manuals, cables, tags, and other items supplied with the product.

  • Have the original serial number or identification labels intact.

  • Not have been intentionally damaged or modified.

  • Be accompanied by the order/invoice details.

The Company may reject a return if the product has been damaged due to misuse, negligence, unauthorized modification, improper installation, or other customer-caused damage.

7. Non-Returnable Products

Unless the product has a confirmed manufacturing defect or is otherwise eligible under applicable law, the following may not be eligible for return:

  • Products damaged through misuse or negligence.

  • Products that have been modified, altered, or repaired without authorization.

  • Products with removed or unreadable serial numbers.

  • Products damaged due to improper installation or use.

  • Products damaged by water, fire, electrical issues, or other external causes.

  • Products specifically identified as non-returnable on the website.

  • Products where the applicable return period has expired.

8. Return Request Process

Step 1 — Contact Us

Contact our customer support team through the contact details available on the website and provide your order number and reason for return.

Step 2 — Verification

Our team may request photographs, videos, product information, packaging details, or other supporting evidence.

Step 3 — Return Approval

If the return is approved, we will provide return instructions and inform the customer of any applicable logistics charges.

Please do not send a product back without receiving return instructions or authorization from us.

Step 4 — Product Return

The product must be packed securely and returned according to our instructions.

Step 5 — Inspection

Once received, the product will be inspected to determine whether the claimed issue is covered.

Step 6 — Final Resolution

Depending on the inspection result, the resolution may include:

  • Replacement

  • Repair

  • Refund

  • Other appropriate resolution

  • Rejection of the claim where the return conditions are not met

9. Logistics Charges

Customer-requested returns are subject to applicable logistics charges.

Where the return is due to a confirmed manufacturing defect, wrong product supplied by us, or verified delivery damage, the Company will bear the applicable logistics cost.

Where the return is due to the customer's own reason, the applicable logistics cost will be borne by the customer.

10. Refunds

Where a refund is approved, the refund will generally be processed after the returned product has been received and inspected, where inspection is required.

Any applicable logistics charges payable by the customer may be deducted from the refund amount.

The refund method and processing time may depend on the original payment method and the relevant payment service provider.

11. Warranty

Product warranty, where applicable, is separate from the general return process.

Warranty coverage is subject to the warranty terms applicable to the specific product.

Warranty may not cover damage caused by:

  • Physical damage

  • Water or fire

  • Incorrect installation

  • Unauthorized repair

  • Electrical or voltage-related issues

  • Misuse or negligence

  • Normal wear and tear

  • Use of incompatible accessories or equipment

12. Fraudulent or Abusive Returns

We reserve the right to refuse returns, refunds, replacements, or other remedies where we reasonably believe that the return system is being abused or that false or misleading information has been provided.

13. Changes to This Policy

We may update this Return & Refund Policy from time to time. The latest version will be published on our website.

14. Contact Us

Consult Links (Pvt.) Ltd.

For return, replacement, refund, or warranty assistance, please contact our customer support team through the contact details provided on our website or email us on ecoflow@consult-links.com.

Please keep your order number/invoice available when contacting us.