Refund and Returns Policy

Last Updated: September 27, 2026

At Hippo, we are committed to providing reliable power banks, solar generators, and advanced solar energy systems that meet our quality standards and our customers’ expectations.

We understand that sometimes a product may not be suitable for you, may arrive damaged, or may develop a genuine fault. This Refund and Returns Policy explains when you may request a return, replacement, repair, refund, or other resolution when purchasing from Hippo.

By purchasing a product or service from Hippo, you agree to the terms of this policy.

1. Products Covered by This Policy

This policy applies to products and services purchased directly from Hippo, including:

Hippo Power Banks
Portable power stations and solar generators
Solar panels and related solar equipment
Inverters and energy-storage equipment
Batteries and battery systems
Solar accessories and compatible components
Residential solar systems
Commercial solar systems
Community or larger-scale solar installations
Installation and related solar services

Specific warranty terms may vary depending on the product, manufacturer, component, installation type, or service purchased.

2. Returns Eligibility

You may request a return where a product qualifies under this policy.

For standard physical products such as power banks and portable solar generators, the product should generally:

Be returned within the applicable return period communicated at the time of purchase.
Be in its original condition, except where the return is due to a defect or damage.
Include the original packaging where reasonably possible.
Include accessories, cables, manuals, adapters, and other items supplied with the product.
Include proof of purchase or sufficient information for us to verify the transaction.

Products returned because of a confirmed manufacturing defect may be accepted even where the product shows reasonable signs of use.

3. Damaged Products on Delivery

Please inspect your order when it is delivered.

If your Hippo product arrives visibly damaged, you should contact us as soon as reasonably possible and provide:

Your order number.
A description of the damage.
Clear photographs of the product.
Photographs of the packaging where applicable.
A short video showing the issue where useful.

Where the damage occurred before delivery or during transportation and is verified by Hippo, we may offer a replacement, repair, refund, or another appropriate resolution.

We recommend that customers do not attempt to repair, open, modify, or disassemble a product that arrived damaged before contacting Hippo.

4. Defective or Faulty Products

If a product develops a fault, please contact Hippo so that our support or technical team can assess the issue.

Depending on the circumstances, we may:

Troubleshoot the product remotely.
Request photographs or videos of the issue.
Inspect or test the product.
Repair the product.
Replace the defective component.
Replace the product.
Provide another appropriate remedy.
Approve a refund where applicable.

A product will not automatically qualify for a refund simply because it is reported as faulty. Hippo may first need to determine whether the issue resulted from a manufacturing defect, normal wear, misuse, accidental damage, improper installation, unauthorized modification, or another cause.

5. Products That Are Not Eligible for Return

A return or refund may be refused where a product has been damaged or altered after delivery due to circumstances including:

Misuse or abuse.
Accidental damage.
Water or liquid damage where the product is not rated for such exposure.
Unauthorized opening or disassembly.
Unauthorized repair or modification.
Incorrect installation.
Use with incompatible equipment.
Incorrect voltage or electrical connection.
Physical impact or excessive force.
Failure to follow the product’s operating instructions.
Improper storage.
Normal wear and tear.
Damage caused by third-party accessories or equipment.
Damage caused by electrical faults outside the product’s specifications.

This does not affect any rights that cannot legally be excluded under applicable law.

6. Power Bank Returns

Hippo power banks are electronic products containing rechargeable batteries and should be handled according to the instructions supplied with the product.

A power bank may qualify for a return, replacement, repair, or refund where:

It arrives damaged.
It has a verified manufacturing defect.
It does not operate according to its stated specifications due to a confirmed product fault.

A power bank will generally not qualify for a refund or replacement where the problem resulted from misuse, physical damage, unauthorized modification, incompatible charging equipment, liquid damage, or another cause unrelated to a manufacturing defect.

Normal reduction in battery capacity over time is considered normal battery wear and may not constitute a manufacturing defect.

7. Solar Generator and Portable Power Station Returns

Solar generators and portable power stations contain sophisticated electrical and battery components.

Before a return is approved, Hippo may require the product to undergo technical inspection.

A solar generator may qualify for a return, repair, replacement, or refund where a verified manufacturing or product defect is identified.

Returns may not be accepted where the problem resulted from:

Incorrect use.
Unauthorized modification.
Physical damage.
Incorrect charging.
Electrical overload.
Use outside the manufacturer’s specifications.
Improper storage.
Unauthorized repairs.
Connection to incompatible equipment.
Damage caused by an external electrical system.

Where the product is functioning normally but the customer is experiencing an issue with a connected appliance, Hippo may first determine whether the appliance or connection is compatible with the generator.

8. Solar Panels and Solar Equipment

Solar panels, inverters, batteries, charge controllers, mounting equipment, cables, and other solar components may have product-specific warranty and return conditions.

Before approving a return, Hippo may need to determine whether the reported issue relates to:

The product itself.
Installation.
System configuration.
Wiring.
Environmental conditions.
Customer usage.
Another component within the solar system.

Where the product is confirmed to be defective, Hippo will provide the appropriate remedy under the applicable warranty and purchase terms.

9. Advanced Solar Systems and Installed Systems

Advanced solar systems are different from ordinary retail products because they may involve site assessments, engineering, system design, procurement, installation, configuration, commissioning, and ongoing support.

For installed solar systems, returns and refunds are therefore handled on a case-by-case basis.

Before installation, a customer may request cancellation subject to the applicable quotation, order terms, procurement status, and any costs already incurred by Hippo.

Once equipment has been procured specifically for a customer, customized, configured, delivered, installed, or commissioned, cancellation may be subject to deductions for costs already incurred.

After installation, a system that is experiencing a problem will generally be handled through technical support, inspection, repair, component replacement, or warranty service rather than a standard retail return.

Where a component is confirmed to be defective, Hippo may repair or replace the affected component in accordance with the applicable warranty.

10. Installation and Site-Related Issues

Solar-system performance can depend on several factors, including:

Solar irradiation.
Roof orientation and angle.
Shading.
Weather conditions.
Battery usage.
Appliance load.
System configuration.
Electrical wiring.
Customer usage patterns.
Grid conditions.
Environmental conditions.

A reduction in expected energy production does not automatically mean that a component is defective.

Where a customer reports poor system performance, Hippo may conduct an inspection or technical assessment before determining the appropriate remedy.

11. Change-of-Mind Returns

For eligible standard retail products, Hippo may accept a change-of-mind return where the product is unused, undamaged, complete, and returned within the applicable return period.

However, change-of-mind returns may not be available for:

Customized products.
Specially configured products.
Installed solar systems.
Products specifically procured or modified for a customer.
Used products that cannot reasonably be resold.
Products damaged after delivery.
Certain hygiene, safety, or consumable accessories where applicable.

Any applicable delivery, installation, customization, or other non-refundable costs may be deducted from a refund where permitted.

12. Order Cancellations

Customers should contact Hippo as soon as possible if they wish to cancel an order.

We will attempt to accommodate cancellation requests where the order has not yet been processed.

However, cancellation may no longer be possible once an order has:

Been dispatched.
Been specially procured.
Been customized.
Been configured.
Been installed.
Been commissioned.
Incurred non-refundable third-party costs.

Where cancellation is possible, any applicable charges or costs already incurred may be deducted from the amount refunded.

13. Refunds

Where a refund has been approved, Hippo will normally refund the eligible amount using the original payment method where reasonably possible.

Refund processing times may depend on:

The payment method used.
The payment processor or bank.
Verification requirements.
The nature of the transaction.
Whether the product must first be inspected.

Hippo will not be responsible for delays caused solely by banks, payment processors, courier companies, or other third parties outside our reasonable control.

14. Refund Amount

Where a full refund is approved, the eligible purchase amount will generally be refunded.

Depending on the circumstances, the refund may exclude costs that are not refundable, including where applicable:

Installation charges already incurred.
Customized work.
Special procurement costs.
Delivery or logistics costs.
Site assessment charges.
Third-party charges.
Other costs expressly identified as non-refundable before purchase.

Where a product is confirmed to have been defective or incorrectly supplied by Hippo, we will determine the appropriate remedy in accordance with the applicable purchase and warranty terms.

15. Refunds for Failed or Cancelled Orders

If an order is cancelled by Hippo because we are unable to fulfil it, the customer may be entitled to a refund of the amount paid for the affected product or service.

If a transaction fails but payment has already been deducted, Hippo will work to ensure that eligible funds are returned to the customer.

Processing times may vary depending on the payment provider or financial institution.

16. Warranty

Some Hippo products and components may be covered by a manufacturer’s warranty or a Hippo warranty.

Warranty coverage, duration, exclusions, and procedures may differ between products.

Where a separate warranty document or product-specific warranty is supplied, that warranty should be read together with this Refund and Returns Policy.

A warranty does not generally cover damage caused by misuse, accidental damage, unauthorized modification, improper installation, or other excluded circumstances.

17. How to Request a Return or Refund

To request a return, replacement, repair, or refund, contact Hippo through our official customer-support channel.

Please provide:

Full name.
Order number.
Product name.
Date of purchase.
Description of the issue.
Photographs or videos where applicable.
Proof of purchase where available.

For solar installations, please also provide relevant system information and a description of the system problem.

Our team may request additional information before approving a return or refund.

18. Return Inspection

Returned products may be inspected by Hippo or an authorized technician.

The inspection may determine:

Whether the product is defective.
Whether the reported issue can be reproduced.
Whether the product has been modified.
Whether there is evidence of misuse or accidental damage.
Whether the product qualifies for warranty coverage.
Whether a repair, replacement, or refund is appropriate.

Where a product is found to be functioning normally and no eligible return condition applies, Hippo may return the product to the customer.

19. Return Shipping

Where a return is approved because a product was defective, damaged before delivery, or incorrectly supplied by Hippo, Hippo may arrange or reimburse reasonable return logistics as applicable.

Where a customer requests a return for reasons unrelated to a Hippo error or product defect, the customer may be responsible for applicable return shipping or other associated costs.

Specific arrangements will be communicated when the return is approved.

20. Exchanges and Replacements

Where appropriate, Hippo may provide a replacement instead of a refund.

A replacement may be:

The same model.
The same product with an equivalent specification.
A replacement component.
Another mutually agreed product where applicable.

Replacement availability may depend on stock.

If the original product is unavailable, Hippo may offer an alternative remedy where appropriate.

21. Fraudulent or Abusive Returns

Hippo reserves the right to investigate unusual, fraudulent, or abusive return and refund requests.

Examples may include:

Repeated fraudulent claims.
Deliberate damage.
False defect reports.
Returning a different product from the one purchased.
Manipulating serial numbers or identifying information.
Unauthorized chargebacks.
Attempts to obtain multiple refunds for the same purchase.

Where fraudulent activity is suspected, Hippo may suspend processing of the claim while investigating the matter and may take any action permitted by applicable law.

22. Products Purchased Through Third Parties

If you purchased a Hippo product through an authorized third-party retailer, marketplace, distributor, or reseller, you may need to contact the seller from whom you purchased the product.

Third-party sellers may have their own return procedures.

This does not affect any applicable manufacturer warranty or rights that cannot legally be excluded.

23. Important Safety Requirement

Customers must follow all product manuals, installation instructions, safety warnings, and operating requirements.

Customers should not attempt to open, modify, repair, or reconfigure high-voltage batteries, inverters, solar generators, or installed solar systems unless they are appropriately qualified and authorized to do so.

For advanced solar systems, installation and technical work should be performed by Hippo or an appropriately qualified professional.

24. Our Commitment

Our goal is to ensure that every Hippo customer receives a reliable product and appropriate support.

If something goes wrong with your purchase, please contact us first. We will review the circumstances and work toward a fair and appropriate resolution in accordance with the applicable product warranty, purchase terms, and applicable law.

25. Changes to This Policy

Hippo may update this Refund and Returns Policy from time to time to reflect changes in our products, services, procedures, or applicable requirements.

The latest version published on our website will apply to future purchases.

Contact Hippo

For questions regarding returns, refunds, warranties, replacements, or solar-system support, please contact Hippo through our official customer-support channels.

Hippo
Power Banks • Solar Generators • Advanced Solar Systems

Website: https://thehippotech.com

Policy Last Updated: September 27, 2026