Warranty And Returns - Chinavasion Terms and Conditions

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Chinavasion Terms and Conditions - Warranty and Returns

Chinavasion guarantees all products bought from us with a 12-month warranty against defects in quality.

To read a shorter summary about our warranty please click here.

If your product has a problem now, and you want to know what to do, click here.

For all Chinavasion Terms & Conditions, click here.

Introduction

This article is about the warranty on products you buy from Chinavasion.com

All goods dispatched from Chinavasion 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.

Chinavasion aims 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 you your satisfaction!

Warranty By Default Covers Repair

The Chinavasion warranty means we will repair your faulty item for free and send it back to you for free. Other compensation is not normally available. If an item is impossible to repair to a good working condition we will credit you instead.

When does the 12 month 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 Chinavasion. The period is exactly 365 days from that time. For example, a product on the 365th day is covered, but a product on the 366th is no longer covered.

Who pays for what?

Cost of shipping a probably faulty item back to Hong Kong or China: paid by the customer, cannot be reimbursed.
Cost of import duties on the China side and restocking fees: waived, paid by Chinavasion in full.
Cost of shipping repaired item back to customer from China: paid by Chinavasion in full.
If a product cannot be repaired: your original shipping fee will be credited in addition to the original product value so you can place a new order for a brand new replacement or a different product.
Any new import duty or sales tax for the consignee for the returned repaired products sent from China is their responsibility as per the usual policies.

If a mistake was made, can Chinavasion pay the customer's return shipping costs?

If items received are substantially not as described, Chinavasion will be able to offer full compensation depending on the details of the case, at our discretion. Our aim is for you to feel completely satisfied with your purchase.

In very rare cases where incorrect items were sent or the item description was substantially incorrect at the time you ordered it:

We might request you to accept the 'wrong' item at a very reduced price, since that can solve the question with the least hassle.
If you don't want the item then we will give you a partial refund up front, of the original shipping cost. You would use that money to ship the product back to us, and once it's received and confirmed the rest of the original money (product cost) will be credited to you.

To summarize: the shipping is refunded up front, the product price is credited later.

In what situations are returns NOT offered to customers?

The customer is solely responsible for choosing the right product, including for example the "correct" desired memory capacity; color; screen size; digital tv format; GSM band; NTSC/PAL color region - as all of these are unique SKUs on Chinavasion.com - We will send you exactly what you order, so please read descriptions before purchasing.

Returns of your unwanted / unsold products will not be accepted.

If the consignee of a delivery refuses or fails to accept delivery for any reason, including refusal to comply with customs clearance/costs or simply having an incorrect address, Chinavasion accepts no liability and the customer will not be eligible for compensation.

Standard RMA Process

The standard returns process for faulty goods is as follows:

Customer opens a support ticket detailing the order number, product name / item code, and nature of the problem.
Chinavasion replies to propose solutions, ask clarification questions.
Customer replies with further details if available.
Chinavasion replies authorising the return, giving an RMA (return to manufacturer authorization), and providing a returns slip for enclosing with the returned goods. The returns slip has the returns address in China or Hong Kong.
Customer returns the goods by normal post using the instructions on the returns slip.
Chinavasion receives the returned goods and technicians check the products.
Chinavasion offers a report to the customer. If the products are faulty the usual procedure is to initiate a repair immediately and confirm with the customer the address that the repaired goods will be sent back to.
The repaired goods are re-checked by Chinavasion technicians. Most basic repairs are completed within one week.
If all is fixed the repaired goods are packaged securely sent out back to the customer.
The repaired goods are received by the consignee like a normal order.