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What should I do if I receive a defective item?

 

DOA (Dead on arrival)

 

1 What is DOA?

DOA is short for Dead on Arrival, means you get the defective items from the post package.

 

2 What should I do if I get a defective item?

1)    Send us the defective proof in time

If any product is dead on arrival within 2 days after delivery or 30 days after shipment if the delivery date is not traceable (the order shipment date and order notification are provided to you by email), please kindly provide us with proof as below:

l   The photos of original pipomall package with front and back. A clear bar code is necessary.

l   The photos or video of the defective items

l   The photos, video and screenshot showing the malfunction of the defective items.

 

2)    Application for a RMA

After we confirm it, you will have to apply a RMA and be suggested to return to original package within 1 week against the issue of RMA.

 

3)    Return the item

l   Please make sure that the return package meets the following requirements:

n   The item hasn’t been used, quality problems not included.

n   No quality problem due to abuse or misuse. (If any quality problem by abuse or misuse, you can get more information at …)

n   Make sure the accessories and original outer package are intact. If any accessories fail to send back, we will reserve the right for refund or replacement.

n   Make sure the outer package hasn’t been damaged or contaminated.

l   Please return to goods by ordinary registered mail and send us the tracking number once you have. The tracking number is very important, since it can tell where your item is, and keep the sending item closer.

l   If you fail to offer the tracking number, we will have to wait for its arrival at our warehouse before taking any action.

l   Please be sure to keep the shipping receipt with you after return. We will process for you upon receiving the screen shot of your receipt.

 

4)    Get the replacement or repairement

l   After we get the return item and confirm it, we will replace or repaire it as your request.

 

3 What consumer right do I have if I meet a DOA case?

l   Once we confirm the DOA item(s) you may get, we will release you a RMA against your application in time. The replacement or repairment will be done once we get your return item.

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4 What is necessary when I return the DOA item(s)?

l   A RMA is necessary before return. To get more about RMA, please visit…

l   Please make sure that the return package meets the following requirements:

n   The item hasn’t been used, quality problems not included.

n   No quality problem due to abuse or misuse. (If any quality problem by abuse or misuse, you can get more information at …)

n   Make sure the accessories and original outer package are intact. If any accessories fail to send back, we will reserve our right for refund or replacement.

n   Make sure the outer package hasn’t been damaged or contaminated.

l   Send us the tracking number: The tracking number is very important, since it can tell where your item is, and keep the sending item closer. If you fail to offer the tracking number, we will have to wait for its arrival at our warehouse before taking any action.

 

5 What is RMA? Is a RMA necessary?

RMA is short for Return Merchandise Authorization.

RMA is necessary and required for all returns. All products can be returned after receipt of a RMA within the valid return period.

Please click here to request an RMA and authorization of your return.

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6 What should I do for physical damage owed to my side?

Dear customers, we are sorry if any physical damage happens after you sign up the shipping receipt. If the physical damage causes malfunction, we are sorry that we will not take charge of it but you are eligible to return for repair. The repair is free of charge within the 1-year free-repair period. But if any component must be replaced, it will be at your cost. The return and resend shipping will be at your cost too.

For how to return the item, please get more information on… or contact with us…

 

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7 What should I do for malfunction by abuse or misuse?

Dear customers, we are sorry if any malfunction by abuse or misuse that is out of our quality guarantee scope. However, you are eligible to return for repair. The repair is free of charge within the 1-year free-repair period. But if any component must be replaced, it will be at your cost. The return and resend shipping will be at your cost too.

For how to return the item, please get more information on… or contact with us…

 

8 Is it necessary to return package via ordinary registered mail with tracking number?

It is necessary for customers to return package via registered mail with a tracking number. Since it is a long international shipping, a tracking number for customers and us to track the status of returned package is very important. And we will refund or resend till we receive the package, so if you send it via surface mail without tracking number, it will take more time to get it, and also the status can't be tracked, in order to avoid the package lost, customers should send it via registered mail with a tracking number, but not an express mail, it will possible have customs problems, and we will not be responsible for the customs and tax.

 

9 If I return by express, will the express fee be back to me?

It’s not recommended to return by express.

Firstly it will cause high express fee. Second, the package will meet customs problem and need to pay the high tax.

If you do send by express, the tax will be at your cost, and we will only reimburse the shipping cost at registered mail fee level.

 

 

12 Where should I return the package?

If you decide to send back the items to us, please contact with our customer service representatives about the address. 

 

13 Is it necessary to check the package carefully before signing on?

Yes, it is necessary to check the package carefully before signing on. Once you sign on the shipping bill, it means that you have confirmed the items are on complete outer condition with correct quantity. If any refund or replace requested for physical damage or quantity mistake after you sign up the shipping bill, we will not be responsible to it.

 

14 Will I be refund if I reject to accept the package?

If the package returned due to customs problems, rejection, unclaimed or the incorrect address you left in our order, if a refund is asked, we would deduct the shipping fee. If resend, you have to pay for the shipping fee.

If it is sent by express but you refuse to accept it because of tax issue, it may cause very expensive return shipping fee. If then, Pipomall will have to request you to pay for all the bills.

 

 



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