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Exlene offers 1 year warranty for our product. If our product are faulty for non-artificial reasons within one year (from the date of arrival), customers can send them back for free repair. Dis-assemble, misuse, drop, waterlog or any other artificial factor causes the damage of item are not in scope of the warranty.
Exlene will be in charge of all the repair handling fee and the non-artificial defective component replacement charge( motherboard & screen is not in the scope of this free repair policy)
1.Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
2.If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
3.Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
4.We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com
Exlene kindly advises every respected customer to read the following regulations carefully before purchase.
Customers should inform our service people in 2 days if Items Defective On Arrival. The outer packing is broken or out of shape
1. Immediately file a case and get a paper proof with a stamp from the courier company.
2. Send us an email with detailed pictures showing the defective items, package situations and the case number or paper for proof.
3. With the case number we will quickly confirm the incident and get the compensations from the shipping courier.
4. We will send you a new replacement or give you full refund of the defective item.
In this situation, we may ask you to send back the defective item before we send you a new one if it is in high value.
The outer packing is perfect in a good shape while the inside is broken
1. Please immediately send some images about package and defective items to our service people.
2. After confirmation, we will resend you a new replacement or give you a total refund.
For this situation, we can almost judge that the defect is caused by the warehouse packing such as lacking strong bubble protection, so our warehouse department staff will also make some improvements in packing aspect.
We may ask you to send back the defective item before we send you a new one if it is in high value.
1. Please immediately contact the shipping courier and file a case there.
2. Tell us the case number and send us some pictures showing all items you get on arrival, all the labels on the packing, and also the package situations.
3. We will resend you the missing items after we confirm the situation.
Most importantly, if you have the taxation fee receipt, don’t hesitate to take a picture for us as the weight can tell something about the missing.
If the item you received is completely different from the one you ordered, e.g. different color, different model etc.
1. Please contact us with photos about package and items. The very important thing is that we need are the barcode and the QC number which you can find on the box.
2. If you are willing to keep the wrong items, we will offer a 5% of the item value for compensation. If you don’t want to keep it, you can return for the right one by our cost.
Defective items should be sent back to China for free repair as our factory and the professional technical office locate here. All Customers should contact our Customer Service Department for RMA before returning items. Exlene will not accept any returned package without permission.
If PayPal dispute is there, customers have to afford the shipping fee according to PayPal regulations. So we kindly advise customers contact our service people for solution. We are always here to help customers. Thank you for your cooperation.
Q: What kind of shipping method to send back the item? Why?
A: The cheapest regular mail. Because the shipping fee for DHL, UPS, FedEx, TNT etc is so expensive and there will be huge tax when we clear from HK custom or even we fail to clear. If customers want to send back by fast shipping, we are sorry that you should have to pay the bills.
Any question about the above, please free to contact us viaemail: firstname.lastname@example.org
Office number: +86-(0)755-28545796
Phone Reception Hours: Sun. to Fri. 21:00-06:30 EST