1. We will answer calls, emails and website chat queries promptly during working hours (8am - 8pm Mo-Sa, Sundays - website chat only) via a live English speaking operator. Emails will normally be answered within 1 hour, but this can be longer during busy periods or weekends/public holidays.

2. A representative will be available on the same working day to provide service and support from our office/showroom in Croydon. You are welcome to visit for advice on choosing the best product for you. If you have a technical issue with an item you bought and it can't be resolved remotely, we will arrange a call-out by a qualified representative.

3. If anything goes wrong with your battery, we will offer a temporary product for you to use with free delivery to a UK address within 48 hours (excluding weekends). Trade customers benefit from additional weekend support options. This will be the same or the closest available model. We will take care to ensure your requirements are met. We will offer a free collection of any item covered by warranty within 48 hours after you contact us. These will then be sent for repair/replacement as determined by Ecoflow authorised technicians.

4. We carry public and product liability insurance and insurance for deliveries to and from our customers. 

5. We price match all competitor offers, loyalty discounts and promotions on Ecoflow products.