DockyLab Refund & Warranty Policy

Refund Policy

Pending Orders – Before Shipment

  • You may cancel your order and request a refund at any time before it has been shipped.

  • Please avoid initiating a chargeback, as this may incur bank handling fees and could delay the refund process.

  • To request a refund, please complete the Return/Refund Request Form on our website. Our customer service team will respond within 5 business days.

  • Note: If your order has already been handed to the freight forwarder, cancellation may not be possible, even if it is not marked as shipped.

  • Refunds will be processed via the original payment method (e.g., Credit Card, PayPal). Please allow up to 14 business days for the transaction to complete.

Fulfilled Orders – After Receipt

  • Please do not initiate a chargeback, as this may incur bank handling fees and delay the refund.

  • DockyLab aims for customer satisfaction. If you are not fully satisfied, returns are accepted under the following conditions:

  1. Within 14 calendar days of receiving a power bank or accessory confirmed by our technical support to have critical failures, manufacturing defects, or functional issues.

  2. Within 14 calendar days of receiving a product damaged during transit, with proof of damage from the carrier.

  3. Within 14 calendar days of receiving a product that is unopened, unactivated, and in new condition.

Restocking Fee:

  • A restocking fee of 10% of the retail price may apply in the above cases.

  • Products returned due to reported issues will be inspected before the refund is processed. If issues are confirmed, the remaining refund will be issued after inspection.

  • If the returned product shows no issue after inspection, shipping costs will be deducted from the refund.

Shipping & Return Costs:

  1. Customers are responsible for return shipping of non-defective items.

  2. Items must be returned to our warehouse or designated location before refunds are processed.

  3. If products are damaged during return shipping due to improper packaging, the customer is responsible for damage costs. We recommend keeping original packaging.

  4. Missing parts or accessories (cables, etc.) will result in a deduction from the refund.

Exceptions – Non-Returnable Items:

  1. Return requests made after 14 calendar days of receiving the product.

  2. Products missing accessories, cables, or manuals, or not in like-new condition (e.g., cracks, scratches).

  3. Damage caused by user error (dropping, incorrect voltage, water damage); the customer bears shipping costs for non-defective returns.

  4. Products found to be defect-free upon inspection.

  5. Missing or fraudulent purchase documentation.

  6. Proof of transit damage cannot be provided.

Warranty Policy

DockyLab provides a limited warranty on its power banks and related products purchased from DockyLab or an authorized distributor, subject to the terms below.

  • Warranty start date: From the delivery date to the first customer, verified by the original purchase invoice. Only the original purchaser may claim warranty.

Warranty Period:

  • EU customers: 2 years

  • Non-EU customers: 1 year

  • Note: Parts replaced under warranty maintain their original warranty period.

Warranty Coverage:

  • DockyLab power banks, battery modules, charging accessories, and enclosures (excluding consumables such as cables or replaceable battery cells).

How to Obtain Warranty Service:

  1. Contact DockyLab or the authorized distributor from whom you purchased the product.

  2. Submit your warranty request along with the original purchase invoice using the Warranty Request Form.

  3. You will receive a confirmation within 5 business days.

  • If the claim is valid, DockyLab will repair the defective product free of charge.

  • If repair is not possible, DockyLab will replace the defective part with an identical or equivalent part, or offer a suitable refund.

  • Shipping costs for sending defective parts for inspection or receiving replacements are not covered under this warranty.

Repair & Warranty Exclusions

The warranty does not cover:

  1. Any parts not listed as warranted.

  2. Damage caused by misuse, improper installation, incorrect operation, or failure to follow instructions.

  3. Damage from accidents, fire, water, or other natural/human causes.

  4. Damage from third-party accessories, materials, or software.

  5. Normal wear and tear.

Warranty will be voided by:

  1. Modifications to hardware or firmware without authorization.

  2. Abuse, misuse, or improper storage.

  3. Use for illegal purposes.

  4. Service by unauthorized personnel.

  5. Use of non-approved or unsupported materials.

  6. Disassembly or repair without authorization.

Contact Us

For product issues, please check our support wiki on the DockyLab website.

If you cannot find a solution, submit one of the following forms:

  • Shipping Issues Form

  • Return/Refund Request Form

  • Support Ticket Form

When contacting customer service, please provide:

  1. Proof of purchase (order number from DockyLab Store or authorized distributor).

  2. Product name/model purchased.

  3. Clear description of the issue, including text, images, or short videos to help our technical team resolve your problem efficiently.

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