Returns, Exchanges and Warranty PolicyUpdated 3 days ago
Last updated September 25, 2026. This policy applies to all NeoCharge orders.
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 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 30 days of the date your order ships. Items must come back complete, with every part, manual and accessory in the original boxes.
Exchanges are always 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 send you a prepaid label for the item you have and ship the right one as soon as your return is on its way (in Canada, right away). 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.
Refunds (United States)
Refunds go back to your original payment method once your return arrives and is inspected, usually within 10 business days. A 20% open-box fee is deducted from refunds on orders without the Protection Package. Orders with the Protection Package get a full refund of the product price, even if opened; the Protection Package itself isn't refunded. Original shipping charges aren't refundable. We don't offer store credit.
Refunds (Canada)
Returns and exchanges are free, with a prepaid Canadian label and no duties or customs forms. If you received a $200 NeoCharge Rewards payment for the returned unit, that amount is deducted from your refund.
Defective, damaged or wrong item?
Don't return it through the portal. 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.
EV chargers
Unopened EV chargers can be returned within 30 days with a 10% return and restocking fee; the Protection Package doesn't waive this fee. Opened EV chargers can't be returned. If an opened charger is faulty, it's covered by the manufacturer's warranty and we'll help you with the claim.
Items shipped by our partners
Some products, including Autel and LENZ chargers and LENZ adapters, ship directly from the manufacturer. These can't be returned through the online portal. Email [email protected] and we'll arrange the return with the manufacturer under the same terms.
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 carry a 1-year limited warranty in the United States, extended to 3 years with the Protection Package. Canadian orders get a 3-year warranty. The warranty doesn't cover misuse, improper installation, cosmetic damage, normal wear, power surges or worn outlets and wiring. EV chargers are covered by their manufacturer's warranty; we'll help you with the claim. 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 Amazon, Best Buy, electricians or other retailers go through that retailer. We honor the NeoCharge warranty on those purchases with proof of purchase.
Questions? [email protected]