Refund policy

We have absolute confidence in our products which allows us to give all KEUTEK-branded purchased items a 45-day money back guarantee and lifetime warranty. This means you have 45 days after receiving your product to request a return.

 

45-DAY RETURN POLICY
To be eligible for a return, the product must be purchased at KEUTEK.com in accordance with the terms below, excluding items subject to wear and tear, such as extra Fast Charging Tips and Electric Scooters.

To qualify for a refund, all of the following conditions must be met:

  • Product is in its original packaging, including all content (unopened).
  • Product must be in the same condition that you received it (not physically broken or damaged).
  • All accessories or promotional items originally included with your purchase must be included with your return.
  • A return must be received within 45 days of the product’s delivery date.
  • Your order number must be included along with your returned product.

 

BULK ORDER RETURN POLICY (5+ Units of the Same Item)
Orders that include five (5) or more units of the same product—such as five power banks, five cables, or five wall chargers—are considered bulk orders.

  • Bulk orders are eligible for return within 15 days of delivery.
  • Bulk orders returned after 15 days are not eligible for refund or store credit.
  • All returned items must be unused, fully functional, and in resellable condition.
  • Custom, customized, or specially manufactured orders are final sale and are not eligible for a refund, return, or store credit.

Note: Refunds are issued only after returned products are received and inspected by KEUTEK. Returns may be subject to inspection and testing before a refund is issued. By placing an order, customers acknowledge and agree to KEUTEK’s return and refund policies.

Products must be returned in their original packaging, in working condition, and with all included components.

Bulk orders (5+ units of the same item) are subject to a 5% restocking fee to recover original shipping and handling costs, whether opened or unopened. There is no additional restocking fee beyond the 5% bulk order fee if the product is unopened and returned in its original packaging.

Opened items or items not returned in original packaging may be subject to the following restocking fees, depending on condition:

  • 12% to 15% – Opened but in like-new condition with all components included
  • 15% to 18% – Missing packaging or minor signs of use
  • Up to 20% – Visible signs of use or missing accessories
  • Up to 30% or return denial – Excessive use, improper handling, significant cosmetic damage, unsanitary condition, alterations, missing major components, or evidence of misuse

Items that are heavily damaged, unsafe, unsanitary, altered, incomplete, or no longer suitable for resale may be denied a return. In other cases, KEUTEK may issue a reduced refund based on the product’s condition and the contents received.

For non-defective returns, the applicable restocking fee may include a small amount to help cover original order processing and fulfillment costs.

If more than 45 days have passed since delivery and the product has not been used, store credit may be offered at KEUTEK’s discretion.

 

RETURN SHIPPING INSTRUCTIONS
All returns must be authorized by KEUTEK before being shipped back. Please contact our support team first and wait for return approval, a valid RMA number, and return instructions.

Once your return is approved, you may mail your authorized return to:

KEUTEK
Re: Returns [INSERT RMA NUMBER]
5665 Atlanta Hwy
Suite 102B-166
Alpharetta, GA 30004

You will be responsible for paying shipping costs to return an item unless KEUTEK confirms the return is due to a verified product defect and provides other instructions. Shipping costs are non-refundable.

 

SHIPPING COST RESPONSIBILITY
We’re happy to offer free or discounted shipping whenever possible. If an order is returned for any reason other than a verified product defect, the final refund may be reduced by applicable return shipping charges, restocking fees, shipping protection fees, and other handling costs associated with the order. Promotional or subsidized shipping offered at the time of purchase does not guarantee a full refund in the event of a non-defective return.

 

KEUTEK LIFETIME WARRANTY
 This Lifetime Warranty applies only to KEUTEK-branded products purchased directly through our official website, KEUTEK.com.

We warranty each and every KEUTEK product to be free of manufacturing defects and will replace, at our option, any KEUTEK product that is deemed defective. Warranty replacements may be provided with a new product or a fully inspected, tested, and verified service replacement unit, at KEUTEK’s discretion. If the original product is unavailable, discontinued, updated, no longer offered, or the same color is unavailable, KEUTEK may provide a product of equal or comparable functionality, performance, and value as determined by KEUTEK. Replacement packaging, cosmetic condition, and color may vary based on availability, but any service replacement unit will be confirmed to be fully functional before shipment. This warranty excludes items subject to normal wear and tear, including but not limited to extra Fast Charging Tips and Electric Scooters. This limited lifetime warranty applies for the life of the product, as determined by KEUTEK based on typical usage and product category.

KEUTEK does not warranty its products against normal wear or misuse. If your KEUTEK product was damaged due to misuse, our customer service team can analyze the damage and may be able to suggest options to remedy it. To preserve battery health and maintain warranty coverage, the unit must be recharged to approximately 80% every 3–6 months during periods of long-term storage. If your KEUTEK product is unable to be repaired after misuse, we will extend a one-time courtesy offer, allowing you the option to purchase a new KEUTEK product for 50% off the MSRP price listed on the website, excluding web specials.

Approved warranty replacements may be subject to a Warranty Replacement Service & Delivery charge to help cover processing, handling, packaging, and delivery costs associated with fulfilling the replacement order. Any applicable charge will be communicated during the warranty approval process and must be paid before the replacement order is released for fulfillment. KEUTEK may waive or reduce this charge at its sole discretion. Warranty Replacement Service & Delivery charges are non-refundable once the replacement order has been processed or shipped.

The rubber port cover on KEUTEK portable solar power banks is considered a wear item and is not covered under the Lifetime Warranty. KEUTEK offers a free Port Cover Replacement Service; customers are responsible for shipping the power bank to KEUTEK. Please do not ship your unit until you receive an RMA and return instructions from KEUTEK Support.

For customers outside the United States, KEUTEK’s Lifetime Warranty covers eligible manufacturing defects; however, international shipping costs associated with warranty service are not covered. Customers are responsible for all shipping costs to and from KEUTEK, as well as any applicable customs duties, taxes, brokerage fees, or other import-related charges.

For warranty claims, please email support@keutek.com for further instructions.

 

QA Inspection for Potential Product Defects

In some cases, KEUTEK may require a product to be returned for direct inspection by our Quality Assurance (QA) team. If a unit remains unresponsive after reasonable troubleshooting, becomes unusually hot, or shows other signs of a potential product or battery-related issue, KEUTEK may request that the product be returned for evaluation. When KEUTEK specifically requests a QA inspection for a suspected product defect, KEUTEK will cover the return shipping cost.

Following inspection, KEUTEK will determine whether the issue qualifies for warranty coverage and, when applicable, repair or replace the product in accordance with the terms of our warranty. For safety-related concerns, customers may also be instructed to discontinue charging or using the product until it has been evaluated.

 

Defect vs Damage
We do not offer free returns for damaged products (i.e. products that were damaged during usage). However, as noted above, we do offer free replacement for all defective products.

A product is defective if it meets the following criteria:

  • Stopped working due to internal failure (i.e. non-visible circuitry)
  • Was delivered with a noticeable physical defect/flaw

A product is damaged if:

  • Stopped working due to lack of proper care
  • Breaks from frequent use or dropping your device (especially the tips)
  • Gets corroded from moisture or due to coming in contact with water

 

REPLACEMENT
Should you choose to replace items due to a defect, we will ship the replacement items to you free of charge after we have confirmed that they are truly defective. You do not need to return defective items unless otherwise instructed to do so (KEUTEK will pay your postage). The replacement item must be the same or of equal value to the original item. We cannot offer partial credit toward the purchase of an item of greater value.

Please note that to ship a replacement package to you free of shipping charges, the initial product(s) need to have been faulty upon receipt, become faulty within 45-days of use (subject to approval), or received the wrong item(s). Otherwise, the customer will be liable to pay a shipping fee for the replacement item(s).

We only replace items if they are defective or damaged. If you need to exchange for the same item, please send us an email at exchange@keutek.com and send your item to:

KEUTEK
Re: Exchange [INSERT RMA NUMBER]
5665 Atlanta Hwy
Suite 102B-166
Alpharetta, GA 30004

Note: Approval of a replacement request lies within the discretion of customer service upon assessment of your request. Customer service may request a picture or short video as evidence of the defective item for our records. Please be guided accordingly.

Important: If a warranty replacement is approved or issued for an item or order, the original order is considered resolved. As a result, the original order becomes ineligible for return, refund, partial refund, or store credit.

Shipping Restriction (Applies to Warranty Replacements Only): Warranty replacement orders cannot be shipped to APO/FPO addresses at this time. If needed, we can ship the approved replacement to a mainland U.S. address instead.


REFUNDS (if applicable)
KEUTEK reserves the right to refuse a refund or exchange if the items were subjected to misuse and/or the customer accidentally broke the product(s). Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 2-5 business days.

 

Address Verification, Undeliverable Shipments, Refused Shipments & Customer Non-Response:

Customers are responsible for providing a complete and accurate shipping address at checkout, monitoring shipment tracking, paying any applicable customs fees, duties, taxes, import charges, or carrier fees, and accepting delivery when the carrier attempts to deliver the package. If an order is flagged before shipment due to an incorrect, incomplete, or unverifiable address, KEUTEK may temporarily place the order on hold for address verification before shipment.

If an order is placed on hold for address verification, KEUTEK may contact the customer using the email address provided at checkout to request confirmation or correction of the shipping details. If updated or confirmed shipping instructions are not received within 5 days of KEUTEK’s outreach, the order may be canceled due to customer non-response. In that case, the order amount may be issued in the form of store credit to the original email address used at checkout.

If an order is returned to KEUTEK after shipment due to an incorrect, incomplete, or insufficient address, failed delivery attempts, refusal of delivery, unpaid customs fees, duties, taxes, import charges, carrier inability to complete delivery, or failure to accept delivery, the shipment will be considered undeliverable or refused. If a shipment becomes undeliverable, refused, or is being returned to KEUTEK, the customer is responsible for contacting KEUTEK with updated delivery instructions. If updated delivery instructions are not received within 8 days of the shipment being returned to KEUTEK or confirmed by the carrier as returning to KEUTEK, the order may be considered unresolved due to customer non-response.

For undeliverable or refused shipments, KEUTEK may issue store credit to the original email address used at checkout once the package is received back and inspected. Original shipping, handling, shipping protection, and any carrier-related fees are non-refundable. Any return shipping charges, customs fees, duties, taxes, carrier fees, or other costs charged to KEUTEK as a result of the undeliverable or refused shipment may be deducted from the available store credit. If the customer requests reshipment, additional shipping charges may apply. KEUTEK is not responsible if an undeliverable or refused shipment is lost, damaged, or not returned by the carrier after the failed delivery or refusal. In such cases, store credit may not be available.

 

International Orders, Customs Fees, and Import Charges

For orders placed on or after September 10, 2026:

For international destinations where available, KEUTEK calculates and collects applicable customs duties, import taxes, VAT/GST, and other applicable import charges at checkout. When these charges are collected at checkout, the order is shipped under Delivered Duty Paid (DDP) terms, and the applicable duties and import taxes collected at checkout are prepaid on the customer’s behalf.

For destinations or orders where duties and import taxes are not collected at checkout, KEUTEK may ship under Delivered at Place (DAP) terms. Under DAP terms, the customer is responsible for any applicable customs duties, import taxes, VAT/GST, brokerage fees, disbursement fees, carrier collection fees, or other import-related charges assessed by the destination country, customs authority, or shipping carrier.

Duties, taxes, and import charges calculated at checkout are based on the information available at the time of purchase and may be estimates. In some circumstances, customs authorities or shipping carriers may assess additional charges that were not included or collected at checkout.

Customers are responsible for monitoring shipment tracking, responding to carrier or customs requests, providing any information required for customs clearance, and accepting delivery. If a package is refused, abandoned, or returned because the customer does not respond to carrier or customs requests, fails to provide required information, or fails to pay charges that were not collected at checkout, original shipping charges and any applicable return shipping, customs, brokerage, disbursement, carrier, or handling fees may be deducted from any eligible refund or store credit.

If we are unable to determine or collect the exact customs duties, taxes, or import charges at checkout, you will be responsible for paying any applicable charges assessed by customs or the shipping carrier before or upon delivery.

For orders placed before September 10, 2026:

Unless otherwise stated at checkout, KEUTEK ships international orders under Delivered at Place (DAP) terms. This means KEUTEK is responsible for shipping the order to the destination country/address, but the customer is responsible for paying any applicable customs duties, import taxes, VAT/GST, brokerage fees, disbursement fees, carrier collection fees, or other import-related charges required by the destination country or shipping carrier.

These charges are not included in the product price or shipping cost unless they are specifically shown as collected at checkout. Customs duties, taxes, import charges, brokerage fees, and carrier fees are determined by the destination country and/or carrier, and KEUTEK does not control or collect these charges unless expressly stated at checkout.

Customers are responsible for monitoring shipment tracking, responding to carrier or customs requests, paying any required import charges, and accepting delivery when the carrier attempts delivery. If a package is refused, abandoned, returned due to non-payment of customs/import charges, or returned because the customer does not respond to carrier/customs requests, original shipping charges and any return shipping, carrier, customs, brokerage, disbursement, or handling fees may be deducted from any eligible refund or store credit.

 

LATE OR MISSING REFUNDS (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take 2-5 business days before your refund is officially posted. If it's been greater than five business days and you still have not received your refund yet, please contact us by clicking here or emailing refund@keutek.com

 

UNAUTHORIZED RETURNS

All returns must be authorized by KEUTEK before being shipped back. You must contact our customer support team and receive return authorization and instructions prior to sending any items. Returns received without prior approval will be considered unauthorized and will not be eligible for a refund or store credit — even if the product is unused and in its original packaging.

Unauthorized returns may be refused, discarded, or returned to the sender at their expense. To ensure a smooth return process, please contact support@keutek.com to obtain a Return Authorization before sending anything back.

 

DELIVERY GUARANTEE

KEUTEK’s Delivery Guarantee applies only to orders that include Shipping Insurance at checkout. It covers both the timely delivery and the condition of your items. If an insured order encounters a delivery issue, our team will review your claim and determine if you're eligible for a refund or replacement.

You may be eligible to request a Delivery Guarantee refund or replacement for insured orders in the following cases:

  • Your item hasn't arrived three (3) days after the latest estimated delivery date.
  • Your item hasn't arrived, but tracking says it was delivered.
  • The item you received was damaged, defective, or materially different.

Claim eligibility requirements (insured orders only):

  • Shipping Insurance must have been selected at checkout.
  • Claims must be submitted within 45 days of the original order date.
  • Supporting documentation may be required (e.g., photos, tracking confirmation, or carrier information).

To submit a Shipping Insurance claim, please contact claims@keutek.com with your order number and supporting details.

Standard Carrier Protection (Orders Without Shipping Insurance): Orders placed without Shipping Insurance are covered only by the carrier’s standard delivery protections. While KEUTEK may assist with carrier inquiries when possible, refunds or replacements are not guaranteed and may take additional time to process, as they depend on the carrier’s investigation and delivery confirmation.

 

Chargebacks & payment disputes: If a chargeback or payment dispute is initiated through a payment provider, including a bank or credit card company, the order is deemed disputed and permanently ineligible for KEUTEK’s Delivery Guarantee, warranty coverage, replacements, returns, refunds, or other order-related support.

 

GIFTS
Items returned as gifts are not eligible for a cash refund. Once the returned item is received and approved, a KEUTEK store credit will be issued for the value of the returned item. Gift returns are otherwise subject to the terms and conditions of our Return Policy.

If a KEUTEK product is received as a gift, the recipient must activate warranty eligibility within 90 days of the original purchase date by completing the Gift Warranty Activation form available at https://keutek.com/pages/gift-warranty-activation. During registration, the recipient must provide the original order number, the product serial number (where available), and upload clear photographs showing all KEUTEK products received as a gift, including visible serial numbers where applicable for verification.

KEUTEK may require additional product verification before approving warranty service and may decline claims if product authenticity, purchase eligibility, or warranty status cannot be verified.

Warranty coverage applies only to products purchased directly from KEUTEK and verified by order number.