Refund policy
Last updated: November 20, 2025
Returns.
Ivy does not accept any returns. All items are clearance and all sales are final. No refunds will be provided. If your order is defective or damaged, this falls under our warranty process, not a standard return process.
Incorrect or incomplete orders.
If you receive an incorrect item or your order is missing components, please notify us within 7 days of delivery at support@ivycharge.com, and we will resolve the issue promptly.
Exchanges, damages and issues.
Ivy does not currently accept exchanges. Customers should inspect their order upon receipt and contact Ivy immediately if the item is defective, damaged, or the wrong item, so Ivy can evaluate the issue and resolve it.
Refunds.
Refunds are issued only in the following cases:
- Your warranty claim is valid but cannot be fulfilled (e.g., repair or replacement parts are unavailable)
- We are unable to provide a replacement for a defective item
- An order is cancelled by us before shipping
Refunds are processed back to the original payment method.
Please allow 5–10 business days for the refund to appear on your statement.
Warranty claims.
For damaged or defective units, Ivy Home Charger units come with a 3-year manufacturer's warranty. Through the warranty, Ivy will repair or replace damaged or defective units. All warranty claimants must produce the original purchase receipt, including the date of purchase.
To process any warranty claim, the customer must ship their Ivy Home Charger back to Ivy’s facilities. Customers will be provided with a pre-paid shipping label to ship their charger back to Ivy. Ivy will not be responsible for completing any repairs onsite, at the customer’s home or any other location.
The cumulative liability of Ivy for warranty claims will not exceed the original purchase price of the charging unit. Ivy assumes no liability for any dismantling, removal, installation, re-installation, or labor costs or any consequential damages associated with this warranty. Ivy is not responsible or liable for any costs associated with faulty installations. In order to avoid potential issues with hardwire connections, or costs associated with uninstalling defective chargers and re-installing replacement chargers, Ivy always recommends that customers install Ivy Home Chargers by plugging into a NEMA 14-50P outlet. Ivy assumes no liability associated with hardwired connections, which can include but is not limited to the cost of removal or performance issues.
Units shall be considered defective if the assessed internal components or parts are deemed to be faulty and cause the performance to be inadequate or entirely inoperable. Ivy shall make the final decision, in fairness to all concerned, as to the legitimacy of any such claim on this warranty.
To process a warranty claim, submit a ticket to Ivy Customer Care.
Charger performance.
Ivy Home Charger units can achieve up to a maximum charging speed of 9.6kW. Charging units are equipped with adjustable current that can be stepped down to accommodate the available power in the customer’s home. Charging speeds can vary by factors such as individual home setup, installation method, and power availability and load. Ivy assumes no responsibility for discrepancies in maximum achievable charging speeds. Ivy shall consider cases for warranty claims where the achievable charging speed is less than 70% of the maximum potential speed based on the installation, as determined by power availability and the configuration of the internal dipswitch. Ivy shall review each case of discrepancy and make the final decision, in fairness to all concerned, as to the legitimacy of the performance issue.
Pairing.
Please note that this policy only applies to orders made at shop.ivycharge.com and is not applicable to orders made through a reseller or for customers who have signed a Home Charging Hardware Agreement.