Below warranty & return policy is specially for retailer
(order by our online website or our staff sell you the products base on RETAILER price)
Note: Reseller or dealers get different price and with other warranty policy
I, Warranty time:
1）We offer 2 years free repair service for in-dash Head unit; for all other series like camera, Carplay, etc, we just offer a 1-year free repair service.
2) How to share the shipping cost?
A, Within 1 year, buyer pay the shipping cost for returns. We can pay the shipping cost from china to your side (after repaired).
B, If over 1 year but not over 2 years, you will pay both come and back shipping cost
II, Refund, replace, repair policy:
A Products with Defective in 7 days can be return and refund:
(1) Customer need to send back the products and pay the shipping cost;
(2) After we get the return items from you, we will check the products:
a, If all is good as original condition, accessories are included, after we test it, it does have quality defective as your report,we will issue a full refund - same as the price on the order.
b, If what we received is a wrong condition: such as broken, or missing parts or plastic baskets were scratched or damaged, etc (we will take the photo and send you as proof of damage), after we test the unit, although it does have quality defective as you reported, in this condition, we reserve the right of a full refund, we will evaluate the lost and issue a partial refund (might deduct some cost, but it depend on the broken situation).
Note: Non-Defective returns :
After we get the return items from you, we will test the unit as you report. If the problem doesn't occur during our test, actually it is because of your usage or improper environment and so on, it will not be taken as quality defective, then that is not our faulty, this call non-defective returns, handle as below:
a, Can not issue a full refund, will deduct the shipping cost + 20 % restocking fee;
b, If we get the return items in the wrong condition or missing accessories, except deducted the shipping cost + 20% restocking fee,
we will evaluate the lost and reserve the rights for missing parts or broken.
c, If you need the items to send back to you, you are responsible for the shipping cost, once more, we will keep original condition same as what we got from you, will not add the missing parts unless you request and pay the cost for them.
B, Products with Defective in 30 days (but have over 7 days), can be returned and replace:
(1) Customer need to send back the products and pay the shipping cost;
(2) After we get the return items from you, we will check the products:
a, If all is good as original condition, accessories are return back, after we test it, it does have quality defective as your report,we can exchange a new item and will pay the shipping cost when sending back to you.
b, If what we received is a wrong condition: such as broken, or missing parts or plastic baskets were scratched or damaged, etc (we will take the photo and send you as proof of damage), after we test the unit, although it does have quality defective as you reported, in this condition, we will evaluate the lost and reserve the right on exchange. Normally we will fix the unit and send back to you (we pay shipping cost). it will be in the original condition the same as we got from you, we will not add the missing parts unless you request and pay the cost for them.
Note: Non-Defective returns :
After we get the return items from you, we will test the unit as you report. If the problem doesn't occur during our test, actually it is because of your usage or improper environment and so on, it will not be taken as quality defective, then that is not our faulty:
a, Can not exchange a new one;
b, We will keep the original condition the same as what we got from you, will not take positive to add the missing parts for you (unless you request and pay the cost for them).
b, When you need the items to send back to you, you are responsible for the shipping cost.
( Within 30 days adoption: If it is a small defect, we suggest you accept it for saving the time of both of us. We can offer some compensation under your agreement.)
C, Products with Defective in 1 year (over 30 days), can be return and repair:
(1) Customer need to send back the products and pay the shipping cost;
(2) After we get the return items from you, we will check the products:
a, If all is good as original condition, accessories are return back, after we test it, it does have quality defective as your report, we can try to fix it and will send back to you, we pay the shipping cost for you.
Note: Non-Defective returns :
After we get the return items from you, we will test the unit as you report. If the problem doesn't occur during our test, actually it is because of your usage or improper environment and so on, it will not be taken as quality defective, then that is not our faulty:
it will not be taken as quality defective, then that is not our faulty, then handle as below:
We keep the original condition(same as what we received) when you need the items to send back to you, you are responsible for the shipping cost.
III, Not accept Non-defective item returns and refunds.
a), We do not accept returns of products that are not faulty.
b) If you order the wrong products by mistake (e.g wrong type of models), or order products that cannot work in your country
(e.g. DVB-T to unsupported countries, PAL/NTSC to wrong regions) we will not offer return/exchange after the goods are sent out.
We suggest you read the buying guide when place an order.
c) If the buyer returns a unit and said that is "defective", after we check and found it is not defective at all, then we will take it as non-defective
returns, buyers need to cover all shipping costs (come and back). We will not take responsibility on suck case
IV, Exceptional to Warranty:
a, We do not offer warranty or support for products not bought from hifimax
b, Flashes the firmware with UN-known software without our approval.
c) If the damage is caused by men-made reason, improper installation or operation, neglect, or accident breakage.
b) If the warranty seal is removed or damaged. opens the body in an attempt to fix, or otherwise uses the device in a way that is not considered normal usage.
c) If the item was opened, removed any parts of the item or repaired by an unauthorized person.
d) The TFT screen is not be covered by warranty, the buyer will be responsible for any broken of TFT screen during usage.
Exceptions do not mean we are not going to help you. If your items bought from us is broken/damaged by accident,
we can still help you fix the problem at your cost( including shipping and fixing fees) 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 meet your satisfaction!
V, Shipping cost for returns & send back
a) For any returns case, it is the buyer to pay the shipping cost when returning the items to us.
b) If the products with defective, when we send back to you (or exchange with the new item), we will pay the shipping cost from China to your side!
Note:
(1) Non- defective returns (that is the buyer to pay the shipping cost when sending back);
(2) Our dealers or agent (Reseller or dealer with other rules of warranty policy);
(3) Few end-user pretend " reseller " or "company " and order the products in wholesale prices (not order via our online shop).
(4) Few buyers shipped the order via shipping agent in China or Hongkong, then we will send the items back to your agent directly, not to your country.
VI, How to handle defective items
a, When a defective occurs, you might need to cooperate with us by sending photos or video and let us know more details of errors,
and we will tell you how to fix it. Only the defective can not be handled on your side, then consider returning.
b, We will offer you guidance and RMA when you decide to return the items, in any conditions, please note that you will pay the shipping cost when returning the items to us.
c, Please send back the items to us within 15 days after you received the RMA, If you don’t, it defaults that you accept the problem.
If you report the problem again or another problem later, we will count all warranty things by the new date you report.
d, Please so kind to follow the instructions on RMA paper, to avoid customs risk in China.
e, Please send back the items by post (Unless with our approval, not by DHL, UPS, TNT, etc, that is more risk and might cut down by China customs).
g, We inspect all returned items when they arrive at our side, and handle the return items according to the policy stated as above (refund, replace, repair)
VII, Additions:
1. The tax which is paid by the recipient will not be refunded or compensated.
2. The cost of installation and problem test by someone else isn't refundable.
3. No refund or return for all downloadable software.
4. Items returned must be in new condition with original packaging and accessories. We don't accept returns of products with missing accessories,
we reserve the right to refuse to issue refunds for such items. We will take pictures when we get the parcel as proof.
5. Before Customers send the parcel back, Customers should request our RMA first. If the parcel is against the rules of the RMA,
we reserve the right to reject the parcel and send the parcel back to you all at your cost.
6. Items returned must be in new condition with original packaging and accessories. We don't accept returns of products with missing accessories. We reserve the rights to refuse issuing refunds for such items
So before you send it back, please pack it carefully to increase the security during shipment. You are required to fill the series number before sending back. We will take pictures when we get the parcel as proof.
7.How to identify if it is a quality issue
(1) We do a comprehensive test for all the parcels before shipping, including functions, accessories, conditions, and so on.
(2) If there is any suspected problem during the installation or the usage, please contact us. Some pictures or videos about the problem will be very helpful for our technical staff to help you.
(3) If you cannot offer the pictures or videos of the problem or if the technology staff cannot figure it out from what you offer, we need you to send it back to us. We will test the unit as you report.
If it is true, your issue will be disposed of as a quality issue. If the problem doesn't occur during our test, actually it is because of your misusage or improper environment and so on, it will not be taken as quality issue.
(4) The QC will offer a video or some pictures as your reference for the non-quality-issue parcels.
(5) For the non-quality-issue parcels, we accept the refund or exchange as an ordinary process.
- Definition of mistaken delivery
- (1) There are some objective reasons for the slight difference in appearance, such as photography technology, light, a random update of the unit by the factory, etc. These are not taken as mistaken delivery. If the functions of the unit are more than what you buy, it is not a mistaken delivery. If the manual has a few differences from what you receive but the unit has the same functions as the description on the website, it doesn't belong to mistaken delivery, too. This kind of problem is probably because the factory doesn't update the manual promptly. The description on the website is the only standard.
- (2) If you specify your order on color or some special functions when you buy but receive the wrong one, it is HIFIMAX fault. If you don't specify your order, we will send your parcel randomly according to the stock. It will not be mistaken delivery as such cases.
- (3) If some expected functions are not included and you don't ask us any question about those functions before you buy, it isn't in the range of mistaken delivery.
- 9. Compensation of the shipping fee
- All the parcels should be sent via the local post office. Scan the receipt to Hifimax after delivery. Hifimax reserves the right to make the final compensation by the amount written on the receipt and the market quotations of the post office service of different countries.
- 10. If any new taxes are levied during the process of RMA, it is the consignee's responsibility to pay for them.
- 7 days- starts from the day when the recipient signs the parcel
- 60 days- starts from the day when the recipient signs the parcel
- 365 days- starts from the day when the parcel is sent.
For reseller (dealer):
If you are a reseller (Dealer), because different ways of cooperation ( such as need better price, more regular tech support, at least one salesperson as a contact window to serve you especially, etc), thus the warranty policy should be different to normal users. Please read here:
reseller (dealer) warranty policy