Returns and refunds

Returns and refunds Eligibility, return procedures and refund arrangements for different purchase situations. Legal & policies Contact us A clear request makes the next step easi

Returns and refunds Eligibility, return procedures and refund arrangements for different purchase situations. Legal & policies Contact us A clear request makes the next step easier. Equipment protection and delivery illustration At a glance An incorrect item, transport damage, a fault and a change of requirements involve different checks. Describe what happened first so the appropriate route can be identified. Keep the order, serial number and relevant photos. Confirm the receiving address, packing, data handling and included items before returning anything. Identify the order, item condition, reason and requested outcome. Submit a request Confirm eligibility, address, packing, accessories, costs and data handling. Agree on return arrangements Keep acknowledgements, tracking and refund records and follow the agreed outcome. Follow the assessment Prepare in three steps 1. Eligibility For defects, incorrect items or transport damage, provide the order reference, serial number and a description. Where mainland China consumer distance-selling rules apply and no statutory exception applies, a no-reason return may be requested within seven days of receipt. Statutory condition, cost and refund rules apply. 2. Institutional purchases and special products Institutional purchases, customized products, consumables and digital products require review of the order and applicable law. Any lawful exclusion from no-reason returns must be clearly explained before purchase and confirmed as required. A blanket no-returns notice does not remove quality obligations or statutory rights. 3. Requesting and shipping a return Submit a request through customer support in the portal or the Contact page to obtain return instructions and the correct address. Package the equipment and required accessories securely. Obtain relevant cleaning and transport instructions for contamination, batteries or other shipping restrictions. Back up and, where appropriate, clear device data before return. We do not require your account password. 4. Inspection, charges and refunds After receipt we review the issue, accessories and eligibility and explain the outcome. Transport, inspection and repair charges depend on the cause, prior agreement and law. Refunds use the verified original payment method or another lawful agreed channel within applicable statutory time limits; bank or provider posting may take additional processing. 5. Evidence for different requests For incorrect or missing items, provide the packing list and photos of received items and labels. For transport damage, retain packaging and shipment details. For faults, add the software version, error, conditions and troubleshooting already tried. Explain whether an item is unused, opened or installed when requirements change. Share only relevant evidence and redact unrelated personal information. 6. Confirm return logistics and refund handling List returned equipment, accessories and documents and record serial numbers and condition. Back up necessary research data and follow guidance for sensitive information. Discuss cleaning, decontamination, hazards and special transport requirements in advance. Eligibility, amount, shipping responsibility and refund route depend on applicable rules and assessment; dispatching a return does not mean the refund has arrived. Policy details Confirm the destination first. Dispatch warehouses, service locations and return addresses may differ. Can I return to the address on the parcel? Check the customization, transaction type, order and applicable law rather than relying only on standard-item guidance. Do custom products follow the same conditions? Keep the request reference, original payment route and refund record; check through the confirmed contact channel and allow for payment-provider processing. How can I check a refund? Questions you may have Warranty and repair Read the full details Delivery and acceptance Read the full details Contact support Read the full details Related pages