Find answers to common questions about product recalls, safety procedures, and what to do if your product is affected.
How do I know if my product is affected by a recall?
If a recall is issued, we notify all affected customers directly via the email address associated with their purchase. You can also verify your product by entering its serial number (located on the bottom label of your power bank) on this page. We recommend signing up for product registration to ensure you receive notifications.
What should I do if my product is recalled?
Stop using the product immediately. Follow the instructions in your recall notice — typically this involves completing a return form on our website and shipping the product back using a prepaid label. Our support team will process a free replacement or full refund within 2 business days of receiving your return.
How long does a replacement take?
Replacement units are shipped within 5-7 business days after your returned product is received and inspected. If the item is out of stock, we will notify you with an estimated restock date and offer a full refund as an alternative.
Will I be charged for return shipping?
No. All return shipping costs related to a recall are covered by Hkang. You will receive a prepaid return label via email. There are no restocking fees or hidden charges.
What if I no longer have my proof of purchase?
Proof of purchase is helpful but not required. If you registered your product on our website, we can locate your order using your registered email. If not, the serial number on your device is sufficient to process a recall claim.
Are there any safety issues with Hkang products currently?
No. As stated on our Recall Information page, there are no active recalls for any Hkang product. All products on the market meet or exceed applicable safety standards. This FAQ is provided so you know exactly what to expect if a recall ever becomes necessary.
How does Hkang ensure its products are safe?
Every Hkang power bank undergoes 50+ quality checks before shipment, including battery cell matching, overcharge protection testing, drop tests, and thermal stress simulations. We source from ISO-certified suppliers and our products are independently tested to CE, RoHS, FCC, UL, and UN38.3 standards.
What built-in safety features do Hkang power banks have?
All Hkang power banks include: over-voltage protection, over-current protection, short-circuit protection, temperature monitoring, over-discharge prevention, and flame-retardant housing materials. These features work automatically to protect both the device and your connected electronics.
How can I contact customer support about a recall?
You can reach our recall support team via email at support@hkang.com (response within 24 hours), by phone at +1 (800) 123-4567 (Monday–Friday, 9 AM–6 PM EST), or through the live chat feature on our website.
Does a recall affect my warranty?
No. A recall is a separate safety measure and does not affect your standard warranty coverage. If your product is recalled, you receive a replacement or refund regardless of warranty status. Your new product carries the same standard warranty as any new purchase.
Still Have Questions?
Our support team is ready to help with any concerns about product safety or recalls.