Returns, Exchanges and Warranty Policy (Canada)Updated 2 hours ago
Last updated October 6, 2026. This policy applies to NeoCharge orders shipped to Canada.
Start a return
Go to getneocharge.com/apps/returns and enter your order number with your email or postal code. You'll get a prepaid Canadian return label and a packing slip right away. Please don't send anything back without starting a return first.
Return window
You can start a return or exchange within 60 days of the date your order ships. Items must come back complete, with every part, manual and accessory in the original boxes.
Returns are free
There's no return fee and no charge for the return label. Your return ships within Canada, so there are no duties or customs forms. Refunds go back to your original payment method once your return arrives and is inspected, usually within 10 business days. Original shipping charges aren't refundable. We don't offer store credit.
If you received a $200 NeoCharge Rewards payment for the returned unit, that amount is deducted from your refund.
Exchanges are free
Ordered the wrong outlet type, model or adapter, or it doesn't fit your setup? Email [email protected] with your order number and the item you need (a photo of your outlet helps). We'll ship the right item right away and send you a prepaid label for the one you have. If the new item costs more, we'll send you a secure payment link for the difference; if it costs less, we'll refund the difference once your return arrives.
Defective, damaged or wrong item?
Email [email protected] with your order number and a photo. We'll troubleshoot with you first, and if the unit is faulty or we shipped the wrong item, we'll send the replacement at no cost along with a free return label.
How to pack your return
Print the packing slip and put it inside the shipping box; its barcode is how our warehouse matches your return to your order. If the product box is still unopened, don't open it or take anything out. Stick the return label on the outside of the shipping box, not on the product packaging.
Returns we can't accept
Items returned incomplete, damaged, installed improperly or showing misuse aren't refunded. We'll email you photos and a link to pay return shipping so we can send the item back; items not reclaimed within 14 days may be recycled. We don't issue partial refunds for missing parts.
Warranty
NeoCharge products shipped to Canada carry a 3-year limited warranty. The warranty doesn't cover misuse, improper installation, cosmetic damage, normal wear, power surges or worn outlets and wiring. To make a warranty claim, email [email protected] with your order number and a description or photo of the problem.
Order cancellations
Orders that haven't shipped can be cancelled for a full refund. Email [email protected] with your order number.
Package delivered but not received
If tracking shows delivered but you didn't receive it, contact support within 7 days of the delivery scan. We'll open a carrier investigation, which typically takes 7–10 business days, and resolve it with a replacement or refund after review.
Promotions and price adjustments
Promotional codes can't be stacked unless explicitly stated. If you believe a promotion was applied incorrectly, contact support within 7 days of purchase.
Bought somewhere else?
Returns for purchases from other retailers or installers go through that retailer. We honor the NeoCharge warranty on those purchases with proof of purchase.
Shipping to the United States? See our United States returns policy.
Questions? [email protected]