Terms and Conditions - Warranty and Returns
We guarantee all products bought from us with a 3 to 6 month warranty against defects in quality.
All goods dispatched are checked for quality, including checks of the appearance of the goods, the function of the hardware and software, the packaging, and inclusion of applicable accessories and power adapters.
We aim to communicate openly, promptly, and carefully with all customers in relation to issues with received goods. If you are a customer with goods which appear to have a problem, please talk to us before initiating complaints with Paypal or your credit card provider. Usually there is a way for us to resolve your issue quickly and to your satisfaction!
When does the warranty start from ?
The warranty period begins from the receipt of the goods by the initial consignee. In the case of resellers, this is when the vendor receives the goods from us.
Who pays for returning items ?
The cost of shipping a probable faulty item back to us in China would be borne by the customer. This cost may be refundable if a serious error has been made by us. In these cases we will communicate with the customer to offer this.
The expense of shipping replacement items and parts back to customers is borne by us. We also bear the cost of taxes and charges from importing returned items back through China Customs.
In what situations are returns NOT offered to customers ?
We do not accept returns of goods where the buyer / consignee has simply changed his/her mind, or where the goods are not functionally faulty. We will also not accept return of goods for reasons of product colour differences unless the customer clearly indicated colour choices in their order comments. Customers are advised to pay attention to megapixel ratings of digital cameras. The important megapixel rating is that of the sensor, not of the higher "interpolated" rating. i.e. the lower number in the item description. Returns cannot be accepted because customers are unaware of this distinction.
The customer is responsible for reading the item description and finding out if the item is compatible with their local standards. e.g. digital TV standards: we will usually cancel orders if we are aware that there is a compatibility issue, but ultimately it is the responsibility of the customer what they choose to order. We do not permit returns where customers / dropship consignees simply refuse to pay their import duties or customs charges from their own country.
How can customers get a refund for returned items ?
Where the customer has communicated with us and faulty goods are returned using our returns process, a refund can be offered either to the customers Paypal account or in the form of credit for future orders. Customers can also request replacements of the products. If customers need to replace the faulty items with other items (e.g. if equivalent replacements are required but the original item is no longer in stock) then the customer may be requested to use our online shop to check out a new order, which will be processed with transferred credit from the original order.
Are there any situations in which a full refund NOT offered on returned goods ?
If items are returned to us without a properly completed returns slip, we may not be able to identify which order /customer the return is from, and so may not be able to complete a refund or replacement. If items are returned to us without any discussion or without any returns slip, we reserve the right not to provide a refund / replacements, or to make only a partial refund. If items are returned using the above process, and are found not to be faulty at all, we will offer a refund of the full goods value only, not the original shipping cost. If returned items are received which are damaged by the user or missing parts or key accessories, we reserve the right not to make a full refund. In particular this applies to customers who flash the firmware on MP3 / MP4 Players, which according to our terms constitutes damage to the product. Additionally our definition of "user damage" applies to attempts to disassemble a product, or repair attempts that affect the functionality, or removal of installed parts incurring damage to a product without prior discussion.
What if there is a shipping problem ?
First of all, shipping problems are relatively rare. We check all orders to ensure the delivery information is sufficient for the courier, and tracking details are given to customers so they know when to expect delivery.
Shipping problems where we will offer full assistance include:
â€¢ Cases where the package has apparently been broken into during shipment, or the package has been damaged and the goods are damaged. In these cases the customer must refuse receipt of the goods and clearly state the problem to the courier. Then the customer must contact us and we will resolve the matter with the courier. Once the issue has been confirmed we will follow up the insurance claim with the courier and ship a replacement order to the customer as soon as possible. Such cases are in fact very rare.
â€¢ Cases where the package is lost or misrouted by accident or by the fault of the courier. In these cases we will pursue the insurance claim with the courier and create a replacement dispatch of goods for the customer as soon as possible.
â€¢ Cases where the package is delivered to the wrong address: in this eventuality we will work with the courier to solve the problem and ship new goods to the customer as soon as possible. Please also refer to the public terms and conditions of the courier used for the shipment. Their terms will include time limits for claims and complaints about damage etc after you have signed for the goods.
What if we send the goods with a different courier ?
We reserve the right to select a different shipping company from the one you originally selected in your order. This may occur for reasons of shipping capacity, speed, or known importation efficiency issues of certain carriers to certain countries. If the shipping company is changed you will not be charged extra. If you absolutely require a certain courier for your own reasons, e.g. they are known to be better at clearing goods through customs or they are faster etc then you MUST iterate this in your order comments, e.g. "Shipment Must Be With [courier name]".
What about Import Taxes and Customs ?
We are not responsible for informing the customer or consignee about their own country import regulations or taxes or duties. Therefore if an order is dispatched and is blocked by the consignee country customs, or if the customer refuses to accept delivery because of refusing to pay customs charges, duties, or other taxes, we are not liable in these instances for the costs incurred in the process of returning the goods to China. So please do your best to find out about import regulations and taxes before you place orders. If whole shipments are held or impounded by the delivery country Customs, we will communicate with the customer / consignee and the courier on a case by case basis. Such cases are extremely rare and can normally be solved by providing e.g. CE certification or other paperwork.
Where I have to send back returned items ?
Contact us via email and we will provide you the ship to address.