Return and Refund Policy
Last Updated: December 15, 2023
Refund Policy for Pre-order
All pre-order payments and orders that have not shipped are eligible for a refund. Email [email protected] with your order number and “REFUND” in the email header. If the order is a pre-order or has not shipped out, your refund will be processed. If the order has shipped out of our facilities, the 30-day Product Return Policy will apply.
30-Day Product Return Policy
United Chargers will accept returns within 30 days from purchase in the original box only. In order to return the product, contact [email protected]. United Chargers does not accept returns of units that have been opened, installed, or used.
To receive a refund for an unused unit, the customer must contact United Chargers for a shipping label to return the unit to our facilities. If the customer sends the charger at their own expense, the shipping payment will not be refunded. A restocking fee of 25% of the original purchase price will be applied to products that are returned within the 30-day return policy. The refund will be the MSRP of the charging station minus the 25% Restocking fee. The refund will be processed after the unit has been received and inspected. The refund process may take up to 2 weeks to finalize after receiving the unit.
Warranty and Product Replacement Policy
Warranty Terms and Conditions
United Chargers EVSE products come with either a 1-year, 3-year, or 5-year manufacturer’s warranty. This warranty is extended by United Chargers to original purchasers of United Chargers Inc.™ EV Charging Stations. United Chargers warrants that this product is free from defects in materials years and free from defects in workmanship for the period specified in the warranty from the date of purchase. If during the Warranty Period, under normal operating conditions, your charging station becomes defective, United Chargers will, upon written notice of the defect that occurred during the Warranty Period, replace the charging station until the defect is resolved.
No agent, employee, or representative of United Chargers has any authority to affirm, represent, or warrant anything concerning United Chargers Inc. EV Charging Stations except for the affirmation and representation that are specifically included within this warranty. This warranty will not apply if the product has been misused, abused, or altered. The warranty does not cover cosmetic damage such as scratches, dents, or normal aging. The warranty does not cover damage as a result of an extreme power surge, extreme electromagnetic field, or any acts of nature. This warranty will not apply if the product is used with any third-party extension cords or electrical adapters. The waterproof rating of the enclosure cannot be guaranteed if the charger is mounted upside down. The warranty will apply only if the product is defective. United Chargers does not Warrant that any software services for Wi-Fi-connected Smart Units will be error-free or operate without interruption.
A 1-year warranty covers the Charging Output Cable. After the 1 year period, a Replacement Charging Cable may be purchased to replace the damaged charging cable. The warranty for the cable does not include normal tear and wear. This warranty does not cover plugs exposed to snow or water for an extended time. The warranty for the cable does not include cables that have been run over, pulled, or otherwise damaged by the vehicle. United Chargers shall make the final determination as to whether the Charging Station or the Charging Output Cable causes the fault.
The warranty claimant must produce the original purchase invoice, including the date of purchase. For all products that are under warranty, United Chargers will issue a replacement unit. The Warranty covers the total cost of the replacement charging station, including shipping and handling for both the replacement unit and the return shipping for the defective unit. The cumulative liability of United Chargers for warranty claims will not exceed the original price of the charging station. Warranty claims submitted within 60 days from purchase will be replaced with a new unit. Warranty claims submitted after 60 days will be replaced with a refurbished unit.
United Chargers assumes no liability for any dismantling, removal, installation, re-installation, or labor costs or any consequential damages associated with this warranty. United Chargers is not responsible or liable for any costs associated with faulty installations. United Chargers shall make the final decision, in fairness to all concerned, as to the legitimacy of any such claim on this warranty.
Replacement units will only be shipped in Canada, Mexico, and the contiguous United States. For shipping replacements to another country or Hawaii, Alaska, and Puerto Rico, the shipping fees will be paid by the customer.
Upon discovering any defective EVSE, please contact our Technical Support Department for further instructions on how to replace the defective unit or submit a support ticket at https://autochargers.zendesk.com/hc/en-ca.
Claim Warranty Service
To Obtain Warranty Service
Click on the Technical Support link on the bottom menu or go to https://autochargers.zendesk.com/hc/en-ca. Fill out and submit the Technical Support form.
Ensure the following information is on the ticket before submitting:
- Email Address
- Full Name
- Charger Type
- Charger Model Number
- Charger Plug Type
- Serial Number
- Customer Phone Number
- Customer Shipping Address
Write a detailed description of the problems you are experiencing with the charging station. Include photos or videos to help us determine the cause of the problem.
The warranty claimant must produce the original purchase invoice, including the date of purchase, from United Chargers or an authorized reseller. Only the original purchaser of the charging station is eligible to receive warranty services.
If United Chargers determines that the unit is defective, the defect is covered under the Warranty, and the Warranty for the charging station is still in effect, a replacement charger will be provided.
United Chargers will provide a return shipping label for you to ship the defective unit back to our facilities. The defective charging station must be returned in its original shipping box or in another shipping container designed to prevent damage to the charging station. United Chargers will verify and inspect the returned unit.
After the defective unit has been received, a replacement charger of the same model number will be sent to your shipping address. United Chargers will cover shipping expenses for the replacement unit. Warranty claims submitted within 60 days from purchase will be replaced with a new unit. Warranty claims submitted after 60 days will be replaced with a refurbished unit.
Alternatively, a replacement unit can be purchased before shipping back the defective unit. The replacement unit must be the equivalent of the defective unit. The customer will pay the MSRP and Shipping costs of the Replacement Charger and ship the defective unit back to United Chargers facilities. After the defective unit is received, the cost of the replacement and shipping will be fully refunded to the customer. It is the responsibility of the customer to purchase the equivalent unit. If the defective unit is over 60 days old, the refund will be for the equivalent of a refurbished unit. United Chargers will not refund the difference for new units or upgrades.
One replacement policy
United Chargers will not provide multiple replacements to fix a recurring error. If the replacement charger incurs the same error as the original that was replaced, United Chargers will provide a shipping label for the second unit and issue a refund once the unit is received at our facilities. United Chargers agents will make the final determination as to whether the error is recurring or separate from the original error.
Grizzl-E Post Warranty Service
After expiration of the warranty period (1, 3, or 5 years after the date of purchase) United Chargers offers customers Post Warranty Service.
If the charger malfunctions after the Warranty Period has expired United Chargers will provide maintenance and repair for a fee. The Post Warranty Service includes a replacement Circuit Board, installation, and shipping for a fee of $250 for Grizzl-E Classic and Smart and $500 for Duo. United Chargers will provide shipping labels, install a new Circuit Board, and test the station for functionality. If the input or output cables do not pass quality inspection during repairs, we will advise the customer and an additional fee will be added. The repaired Charging Station will have a 1-year warranty.
Fill out the Technical Support form. If United Chargers determines the unit is qualified and if the technical issue can be resolved with Post Warranty Service, an invoice will be sent to your email address.
Abuse and Mistreatment
United Chargers maintains a zero-tolerance policy towards abuse, threats, and mistreatment. This includes but is not limited to threatening language, profanity, physical or verbal abuse, false statements, or accusatory statements towards the company or its employees. Discriminatory or derogatory statements towards race, national or ethnic origin, religion, age, sex, sexual orientation, gender identity, or disability will automatically be considered abuse. Abuse on any internet platform, phone, or in person will result in immediate suspension of communication and refusal of further service. If the Customer engages in abusive behavior, the warranty will be null and void and further service will be refused.