Last Updated March 11, 2026

Order Cancellations

Orders that have not yet shipped may be cancelled for a full refund. To cancel, email [email protected] with your order number and let us know you would like to cancel that order. If your order has already shipped, the return policy below applies.

60-Day Return Policy

All return requests must be submitted within 60 days of the purchase date. Refunds are processed to the original payment method within 10 business days after the returned item is received and passes inspection.

To be eligible for a return, the item must include all original parts, accessories, manuals, and packaging. The product must be in resellable condition and returned in its original packaging or equivalent protective packaging acceptable for resale.

Returns may be denied if items are missing parts, show signs of damage or misuse, or have been improperly installed. No partial refunds are issued for missing components. If a return is denied, the product will be shipped back to you at your expense.

Returns With Protection Package (Smart Splitter checkout only)

If your order includes the Protection Package, eligible Smart Splitter products may be returned within 60 days, even if opened. NeoCharge provides a prepaid U.S. return label. Refunds are issued after inspection.

Important: EV Chargers (EVSE) follow EVSE rules regardless of Protection Package. Protection Package does not waive EVSE restocking fees.

Returns Without Protection Package

Orders placed as a Minimum Bundle or Custom Setup without Protection Package are marked “No returns” at checkout.

NeoCharge may, at its sole discretion, accept a return within 60 days if unopened and unused:

$50 — Smart Splitter (Minimum Bundle or Custom Setup)
$70 — Custom Setup, including extension cord

NeoCharge provides a prepaid U.S. return label. Fees cover shipping, inspection, processing, and restocking.

Accessory-Only Returns (No Protection Package Option)

Accessories purchased separately (not as part of a Smart Splitter checkout flow) may be returned within 60 days if they are unused and in original packaging.

Eligible accessories include:

• Extension cords
• NEMA adapters (including travel kits)
• Mobile charger adapters (including travel kits)
• Industrial-grade wall receptacles (Hubbell outlets)
• LENZ J1772/NACS adapters
• Other standalone accessories

Return requirements:

• Must be unused and in original packaging
• Must be within 60 days of purchase
• NeoCharge provides return shipping labels (U.S. returns)
• Restocking/return fee is deducted from refund:
  • $25 for adapters and Hubbell outlets
  • $35 for extension cords

Cannot be returned:

• Opened or used accessories
• Installed products
• Accessories outside the 60-day window
• EV chargers (EVSE) under accessory fees (EVSE follows separate EVSE return rules)

How to return:

1. Email [email protected] with your order number and reason for return
2. Confirm the accessory is unused and in original packaging
3. NeoCharge will issue a return shipping label (where applicable)
4. Refund is processed to the original payment method after inspection, minus applicable fees

EV Chargers (EVSE) — Special Return Rules

EV chargers (including LENZ and Wallbox) have stricter return requirements regardless of bundle type.

Unopened EVSE returns: request within 60 days; packaging/contents must be resellable.

Opened EVSE returns: restocking fee of 25% of EV charger value (minimum $150).

If condition is not acceptable, return may be denied and item shipped back at customer expense.

Bundles and Conflict Rule

1. EVSE rules (if any EV charger is in the order) → EVSE return terms control that item
2. Product-specific rules (accessory-only fees/conditions, Smart Splitter PP vs non-PP)
3. Bundle/default rules apply only when none of the above are more specific

If two rules conflict, NeoCharge applies the rule tied to the specific item being returned; EVSE terms always override bundle terms.

Exchanges

If you received the wrong product/configuration, email [email protected] with your order number.

If exchange involves a different price point, NeoCharge will either refund the difference or send a payment link for remaining balance.

Exchange requests are typically processed within 5–7 business days after returned item is received and inspected.

Manager exception: Outside-window unopened/unused wrong-configuration cases may be approved for exchange with documented management approval.

Package Delivered but Not Received

If tracking shows delivered but you did not receive it, contact support within 7 days of delivery scan. NeoCharge will open a carrier investigation.

Resolution (replacement or refund) follows investigation and claim review. Carrier investigations typically take 7–10 business days.

Promotions and Price Adjustments

Promotional codes cannot be stacked unless explicitly stated. If you believe a promotion was applied incorrectly, contact support within 7 days of purchase.

Canada and International Orders

Canada checkout flow: currently supports Smart Splitter configurations for NEMA 14-30 and NEMA 14-50. These are the only 240V outlet configurations that are currently found in Canada

Return shipping: Canada/international customers are responsible for return shipping, customs, duties, and related cross-border fees. NeoCharge may not provide prepaid labels internationally.

Contact [email protected] with your order number and reason for return, and support will reply with instructions on where to send the returned product.

Canada returns: approved returns are subject to a 20% restocking fee. Duties/taxes are not refundable by NeoCharge.

Warranty

Standard Warranty: 1-year limited warranty on NeoCharge-manufactured products.

Protection Package Warranty: 3-year total coverage (1-year standard + 2-year extension) for eligible products.

Not covered: misuse, improper installation, cosmetic damage, normal wear, power surges/acts of nature, worn outlets/wiring issues.

EVSE warranty: EVSE products follow manufacturer warranty; NeoCharge coordinates support where applicable.

Warranty claims: email support at getneocharge.com with order number + issue details + photos/videos.

Third-Party Purchases

NeoCharge honors purchases made through authorized third-party resellers (for example: electricians, wholesalers, Amazon, Best Buy, and other approved partners).

Returns: third-party purchases follow the same return windows/conditions above (including 60-day limits and product-specific rules).

Warranty: claims from authorized resellers are supported for up to 3 years from purchase date when applicable, and require valid proof of purchase.