Refund Policy
Last Updated on November 2nd, 2018
7 Day Dead on Arrival (DOA) Guarantee

If you receive an item in a damaged or non-working condition, you can check the warranty process and contact our Support Centre for RMA authorization within 7 days of receiving the order. Once we received the damage item, we will ship a new item without any extra charge (return shipping cost will be reimbursed to you). If you do not want to take the replacement product, you can choose to get the full refund. Enjoy total peace of mind: every single purchase is 100% risk-free each time you shop at Expert Tek Solutions Store.

30 Day Unconditional Refund Guarantee for Unopened & Unused Items

Special Notes:

Customers must first send a clear photo or video of the damaged or defective product and the shipping packaging before we can consider issuing RMA authorization. Please use good lighting and a close to medium distance, so we can identify and verify the issue(s). Attachment size must be under 2MB for the Support Center, please send large attachments to: support@expertteksolutions.com.
 

Once the Expert Tek Solutions Store has received the returned product and confirmed the product condition as faulty, the return shipping cost will be refunded based on a valid return receipt. For example, if the return shipping fee is 30 USD, the Expert IT Store will refund the same amount of 30 USD to the customer. If our technical team determines the item is not DOA, Expert Tek Solutions Store will not compensate the return shipping fee. Refund requests for a return shipping fee without a valid RMA return receipt slip will not be accepted.
30 Day Money Back Guarantee
For certain items, in the unfavourable situation where you find your product is faulty, you can send it back to us for a refund or item exchange within 45 days of delivering the product. The return shipping cost will not be reimbursed for such scenarios.

Warranty Exemptions and Notes
Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer’s responsibility and is not covered by our warranties.

All refunds will be processed after inspected by our technical team. Please check the conditions below:

The shipping fee for returning the product will be paid by the customer only and is non-refundable except for in 7 day DOA situations.

During the return shipping, the customer is responsible for any and all custom charges, duties or tariffs during the items return to China. In these cases we will deduct the custom fees from the authorized refund amount.

Expert Tek Solutions will by default resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a express delivery option, the relevant shipping fee is applicable.

In case of any product misuse, any and all kinds of repairs, accessories purchased and shipping fees for both ways are solely comes under the customer’s responsibility and must be bear on their own.
How to request warranty (return, repair and refund)
If there is a problem with the item you receive, please first submit a ticket to our Support Centre. Please carefully follow our warranty process to minimize any delays:

Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product code (SKU number).
Tell us what steps you have already taken to resolve the issue.
3. Provide the item code indicated on the outer packaging.
4. Send a clear photo or video showing the defect(s); these should be taken under good lighting.
NOTE: Photos/videos should ideally be clear and focused, taken under good lighting conditions and from a close to medium distance. This allows us to identify and verify the issue(s). We will always do our very best to help you. Thank you in advance for providing all the information stated above.
Missing item(s), wrong item(s) or incorrect package sent.
Please be sure to open the parcel and carefully check the contents before signing for the package.

For any issues, please carefully follow our warranty process to minimize any delays:

Contact our Support Center with your order number and the product code (SKU number).
Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.

Possible Solutions:

– If there is a item missing, we will resend the missing item/accessory for free within the warranty period.

– If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). Expert Tek Solutions will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.

Refund Process

This following section describes the refund processing time required upon receiving the product.

For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this the refund time will depend on the payment method. Please see below for details:

-Wallet refunds will take up to 24 hours to process and appear in your Expert Tek Solutions account.

-PayPal refunds may take up to 48 hours to process and appear in your account.

-Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.

Refund Policy when no refunds are processed:

All transactions are final unless special circumstances. No refunds will be processed without proper verification. In the event of a billing error, please Contact Us within 3 business days to claim for the refund.
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