Refund Policy

Refund Policy

Last updated: August 28, 2026

This Refund Policy explains how returns, refunds, and exchanges work at PowerHaven Outpost (powerhaven.shop), an independent multi-brand specialist in portable power stations, inverters, and solar gear. PowerHaven Outpost is operated by Ridgeline Commerce Group LLC, 1420 Ridgeline Avenue, Suite 300, Reno, NV 89502, United States. We accept credit cards and PayPal, and every order is backed by clear support before and after purchase — from product selection to delivery.

Return Window

Returns are accepted within 30 days of delivery. This 30-day window is the only return period that applies to orders placed on powerhaven.shop, and it applies from the date your order is delivered, not the date of purchase.

To make the most of the window, we encourage you to inspect your delivery within the first days after it arrives:

• Verify the serial number on the unit against the packing slip.
• Confirm the factory seal and the accessory kit are complete.
• Take dated photos of any visible damage.
• Test a full charge cycle before putting the unit into long-term storage.

Eligibility and Condition

To be eligible for a return or exchange, items must reach us within the 30-day window from delivery and should be returned with their original packaging, factory seal status noted, and all included accessories. When you contact us, please be ready to describe the condition of the packaging and whether the factory seal is intact, as this helps us process your request accurately.

How to Start a Return, Refund, or Exchange Request

Contact our after-sales team at after-sales@powerhaven.shop to begin a return, refund, or exchange. Our support is available by email, and the after-sales team responds within one business day during our service window: Monday through Friday, 8:00 AM to 5:00 PM Pacific Time (PT). Messages received outside the service window enter the queue in arrival order and are handled starting the next business day; urgent delivery or damage reports are flagged for priority review at window opening.

Please include the following information with your request:

• Your order number from the order confirmation email.
• The delivery date.
• The item being returned or exchanged and the reason.
• The condition of the packaging and whether the factory seal is intact.

What Happens After You Contact Us

Return Processing

Our after-sales department manages return requests within the storefront's 30-day window from delivery, along with exchange requests and order modifications after confirmation. The process works as follows:

• We verify the request falls within the storefront's return window.
• We issue return instructions and a return reference in writing.
• Returned items are inspected on arrival, and we confirm the refund or exchange path.
• Suspected manufacturing defects are referred to the manufacturer's support process where applicable.

If a return outcome is disputed, the case escalates to the operating company's service manager for a final written decision.

Quality and Authenticity Review

Concerns about product quality, condition, or authenticity are handled by our quality assurance team at quality@powerhaven.shop, which responds within one business day. When submitting a claim, please provide:

• Your order number and the product's serial number.
• Dated photographs of the product, serial number label, packaging, and any anomaly.
• Photos of the factory seal or its absence, when authenticity is the question.
• A short written description of the concern, including where it was observed and when, plus a brief timeline of when the issue appeared.

The review process follows these stages:

• A specialist logs the claim, checks the serial against chain-of-custody records, and reviews the submitted evidence within the stated response window.
• If evidence is incomplete, the reviewer requests specific additional items once, with a clear deadline.
• The reviewer issues a written finding: confirmed, not confirmed, or further verification needed. Confirmed findings move directly to remedy.
• You receive the written finding and the chosen remedy in a single summary email.

If multiple claims share a batch identifier, a batch re-inspection is triggered, and confirmed batch defects escalate to the sourcing manager, who pauses affected stock and contacts the distributor.

Remedies

Confirmed quality or authenticity findings are remedied — by refund, replacement, or manufacturer support referral — within five business days of the written finding, with return shipping covered by the store.

If you have credible reason to believe an item is not genuine, the store will, after review of the evidence you provide, offer a full refund including return shipping and, where appropriate, replace the unit with a verified one from sealed stock at no additional cost.

Our Authenticity and Quality Commitment

Every item sold on powerhaven.shop is a genuine, new, factory-produced unit from the official brand supply chain. We never sell refurbished units as new, never substitute brands, and never alter manufacturer labeling or packaging. All units are sourced exclusively from authorized distribution channels for the brands we carry — Goal Zero, Victron Energy, and Cobra — with full chain-of-custody documentation retained per purchase batch. No marketplace-sourced, gray-market, or unverified liquidation stock is accepted.

Our quality controls include recording serial numbers at inbound inspection for traceability, checking units at packing for intact factory seals, correct accessory kits, and shipping damage, and running batch spot checks to verify battery health reporting matches specification before a batch is released for sale.

Warranty

Warranty coverage follows the terms provided with each product and manufacturer support guidance. Our after-sales team can assist with manufacturer warranty registration and support contact where coverage follows the manufacturer's terms. Please note that PowerHaven Outpost is an independent retailer and is not an official Goal Zero, Victron Energy, or Cobra site; warranty claims are handled under each manufacturer's own terms.

Shipping Fees

Shipping on powerhaven.shop is free on orders over $45.00, and standard shipping is $8.00. For confirmed quality or authenticity findings, return shipping is covered by the store as described above.

Primary Support

For general inquiries, order status checks, and policy questions — including shipping thresholds, the return window, accepted payment methods, and coupon application — contact our primary support team at support@powerhaven.shop. We respond within one business day.

To help us assist you quickly, please include:

• Your order number and the email used at checkout.
• A brief description of the question or issue.
• The product model, for pre-purchase questions.

Each message is acknowledged and classified as general, pre-sales, post-delivery, quality, legal, or shipping. Questions covered by our published policies are answered directly with a reference to the relevant policy page; cases needing specialist review are forwarded and confirmed to you with a case reference. Every resolution is confirmed in writing, and you are invited to follow up if the answer is incomplete. Unresolved general cases escalate to the operations desk of Ridgeline Commerce Group LLC for a written determination within two additional business days.

Contact Summary

• Primary support: support@powerhaven.shop — general inquiries, order status, and policy questions.
• After-sales: after-sales@powerhaven.shop — returns, refunds, exchanges, and order modifications.
• Quality assurance: quality@powerhaven.shop — quality, authenticity, and condition claims.

All departments operate Monday through Friday, 8:00 AM to 5:00 PM Pacific Time (PT), with a first response within one business day.