Please contact the official SwanScout email (support@swanscout.com) promptly after checking the following: Verify Compatibility: Ensure that the model you purchased is compatible with your device. Detailed compatibility information can be found in the “Compatibility” section. Check Adapter Specifications: Confirm that the adapter you are using has a wattage higher than the product’s total wattage and is a QC PD adapter. To determine the type of plug your charger requires, please refer to the product details page. Inspect for Protective Cases: Avoid using phone cases with metal components: Do not use cases that contain iron sheets, rings, metal stands, or other metallic parts. These can block wireless electromagnetic signals, affecting charging efficiency. If the metal piece is small, it may heat up during charging, causing localized overheating on the back of your phone. Keep phone case thickness under 5mm: Cases thicker than 5mm can increase signal obstruction, leading to unstable charging or excessive heat. Thinner cases are better for maintaining a stable charging process. Ensure the contact surface between the case and the charger is flat: If the case has an irregular design or protruding decorations, it can affect the contact between the phone and the charger, making it difficult to align properly and reducing charging effectiveness. Address issues with raised camera modules: If the rear camera of a phone is raised and cannot align tightly with the charging area, try removing the case and charging the phone directly. Otherwise, it could lead to significant overheating. Ensure Proper Coil Alignment: Check that the coil/position is correctly aligned during charging. Misalignment can prevent the product from charging. Maintain Proper Charging Environment: Ensure that the charging environment is below 29°C (85°F). Excessive heat can affect the product’s ability to charge. When contacting us, please provide the following information: Valid Order Number: Include the order number from the SwanScout official website (https://www.swanscout.com). Detailed Issue Description and Video: Describe the issue you are experiencing in detail and include a video showing the product not working. Device Model: Provide the model of the device you are using (phone/watch/headphones). Please Note: Purchase Location: We are only responsible for products purchased directly from our official website. For products bought from other sources, please contact those sellers directly. Return Shipping Costs: Shipping costs and related fees for returns not due to quality issues are the responsibility of the buyer. Final Interpretation: SwanScout reserves the right to make the final interpretation of all terms and conditions. For more information on our refund policy,click here.