Refund policy

Return Conditions & Restocking Fee Policy


Our 30-day return policy is a commercial advantage that we voluntarily offer to our customers. It is not a legal obligation that applies under all circumstances or for any reason a customer may invoke. This return option is provided as a customer-friendly benefit, but it remains subject to the strict eligibility conditions outlined below.


Our free return policy is governed by clear and enforceable rules to prevent misuse. Customers who wish to return a product must meet all specified criteria regarding product condition, packaging, and valid return reasons. If these conditions are not met, the return request may be denied or subject to a mandatory restocking fee.


By purchasing from us, customers acknowledge and accept that this return policy is a privilege, not an unrestricted right, and that all returns must comply fully with the terms defined herein.


Our return policy applies worldwide and is designed to balance consumer rights with business sustainability. While we comply with the 30-day right of withdrawal where legally required, please refer to the following conditions regarding product eligibility, return reasons, and associated fees.

Returns That Are NOT Eligible for Free Return (But Can Be Accepted with a Restocking Fee)

We strictly enforce return conditions to prevent misuse and ensure fairness. If a customer requests a return due to their own oversight, failure to read product details, or lack of due diligence before purchasing, the return may still be accepted:

  • Failure to read the product page in full before purchasing.
  • Not noticing that certain drivers are required or being unable to install them due to IT restrictions on a work laptop.
  • Incorrect size/product expectations, despite the exact dimensions being clearly provided on the product page.
  • Misinterpretation of mounting/product information, such as assuming the product attaches to a laptop when no such feature was mentioned.
  • Connectivity/product misunderstandings, including incorrect assumptions about operating system compatibility, cable requirements, or port types.
  • Expectations regarding screen brightness, weight, or any other technical specification, all of which are explicitly detailed on the product page.

If the product shows any signs of use, scratches, or missing accessories, or if its original packaging is damaged, the return will be rejected outright and no refund will be issued.

Defective Products & Warranty Claims


For any issue unrelated to the conditions above, such as a defective product, the customer must contact our support team to request a technical video call before any return is processed.

  • Our team will verify the issue remotely to ensure that it is a product defect and not a user-related issue.
  • If the product is confirmed defective, the return will be free of charge, and a replacement unit will be shipped immediately after drop-off confirmation.
  • If the issue arises after 30 days but falls under warranty, the product will be repaired. If repair is not possible, the customer will receive a refurbished unit.
  • If the customer refuses to participate in the troubleshooting process, we reserve the right to deny the return request.

Technical Issue Assessment Requirement


For technical issues, we reserve the right to schedule a support call only after the customer has provided the requested photos and videos for prior analysis. This ensures a more efficient troubleshooting process and allows our technical team to assess the issue before engaging in a live session.

Mandatory Return Request Process


All return requests, whether free or subject to a restocking fee, must be initiated by the customer through their online account.

  • Customers must upload images showing the current condition of the product and packaging.
  • If requested, a video demonstration must be provided, showing how the product is connected and in use.
  • Customers unable to complete this process may contact our support team for assistance.

    By placing an order, the customer agrees to these conditions and acknowledges that failure to meet the above criteria may result in additional fees or refusal of return processing.

Return Label Expiration & Customer Responsibility


Once a return request is approved, we will provide the customer with a prepaid return shipping label. However, this label must be used within 5 days from the date of issuance. After this period, the label will expire, and the cost we paid to the courier will not be refunded to us.

If the customer fails to drop off the package within this timeframe, the return label will be invalidated, and they will need to cover the return shipping costs themselves. In such cases, the package must still be shipped to our designated warehouse in Hong Kong, which can result in significantly higher costs for the customer.

To avoid this, we strongly recommend that customers drop off their return package as soon as possible. Once the return label expires, we will not be able to issue a new one free of charge, as the courier does not refund the amount we originally paid for the label.

Return & Technical Issue Processing Time

We strive to process all return requests and technical support inquiries as efficiently as possible. However, due to the necessary verifications and procedures involved, the handling time for return requests can take up to 30 days from the moment the request is submitted before it enters the processing flow and receives a response.

For technical issues, additional time may be required to conduct thorough troubleshooting and diagnostics. Once a customer reaches out to our support team regarding a technical concern, our team will carefully assess the issue, which may include requesting further details, photos, or a video demonstration to ensure a precise evaluation. Depending on the complexity of the issue, the time from the initial request to a resolution may take up to 30 days.

During this time, requests are being actively processed, and we ensure that every case is handled with the necessary attention. As long as a request is under review, it cannot be escalated further, as the process must be completed in its entirety before any next steps can be determined.

Our priority is to provide accurate and effective solutions while ensuring every request is properly reviewed. We appreciate our customers’ patience and cooperation, as we are committed to resolving each case as efficiently as possible.

Damages and issues


Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items


Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.



Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds


We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return and received your package, please contact us at [email protected].




Returns must strictly follow this procedure. In the event of a dispute, any claim will be considered invalid if you have not contacted our support team or initiated a self-return request as outlined here.


If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at [email protected].