Politique de remboursement et de retour
Return, Refund, and Warranty Policy
Risk-Free 30-Day Return Policy
We offer a Risk-Free 30-Day Return Policy for any reason. If you are not completely satisfied with your purchase, you can return the product within 30 days of the delivery date for a full refund, subject to the following conditions:
- Eligibility Criteria:
- The product must be unused, uninstalled, and in the same condition as when you received it.
- It must include all accessories and be returned in the original packaging.
- For non-quality-related warranty claims, the customer is responsible for return shipping.
- Corporate/Bulk Orders:
- Corporate or bulk orders (purchases of more than 10 units) are not eligible for return.
- Refund Process:
- Once the returned item arrives at our warehouse and passes inspection, the refund process will begin.
- Refund requests for the Risk-Free 30-Day Return Policy expire 30 days after opening a warranty claim.
Warranty Claims for Quality-Related Issues
All quality-related defects on products sold directly by us or authorized resellers are covered by a 1-year warranty, starting from the date of purchase. The warranty only applies to the country where the purchase was made.
- Warranty Process:
- We will provide one of the following solutions at our discretion:
- Replacement parts for applicable items.
- Product repair services.
- Exchange of the product with a factory-refurbished or new unit.
- Exclusions:
- The warranty is void on items shipped outside the original country of purchase.
- Warranties are not valid for:
- Cosmetic wear and tear.
- Accidental damage, misuse, or modification.
- Unauthorized repairs.
- Products without proof of purchase.
Video Setup Verification Requirement
To ensure customers have attempted all necessary setup steps before returning a product for quality issues:
- Verification Process:
- Customers are required to submit a video showing that they have followed the provided setup instructions.
- If the product still does not function after following the setup steps, customers can email the video to our support team.
- Once verified, customers will receive a Return Authorization Number (RAN), and we will cover the return shipping costs.
Shipping and Restocking Fees
- Restocking Fee:
- A restocking fee of up to 20% may apply to returned items that are not in their original condition, missing parts, or damaged for reasons not due to our error.
- Shipping Fees:
- Original shipping charges are non-refundable.
- Return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product.
- For warranty replacements, we cover the shipping costs for sending the replacement product to you.
Holiday Returns Policy
To accommodate holiday shopping, purchases made between November 1st and December 31st are eligible for return until January 31st of the following year, subject to the conditions outlined in our Risk-Free 30-Day Return Policy.
How to Initiate a Return or Warranty Claim
- Contact Us:
- Email: service@symynelec.com
- Phone: +1 213 438 9829
- Customer Service Hours: 6:00PM-2:00AM PST, Sunday to Thursday
- Information Required:
- Order number and proof of purchase.
- Reason for return or detailed description of the issue.
- Video evidence.
- Process:
- Our team will guide you through the process and provide you with a Return Authorization Number (RAN) or further instructions.
Preventing Fraud and Unauthorized Returns
- Return Authorization:
- All returns must have a valid RAN. Unauthorized returns may be refused and returned to the sender.
- Inspection Upon Receipt:
- Returned items are subject to inspection. If the product is found to be damaged, used, or not in resalable condition, we reserve the right to deny the refund or charge a restocking fee.
- Fraud Prevention:
- We monitor returns for potential abuse and reserve the right to limit or refuse returns in cases of suspected fraud or misuse of our return policy.
- Any suspicion of fraudulent activity may result in the denial of refunds and potential account termination.
Stripe Dispute and Chargeback Policy
- Communication First:
- Before initiating a dispute or chargeback through your payment provider, please contact our customer service to resolve any issues.
- Disputes filed without prior contact may delay or void the refund process.
- Chargeback Fees:
- Unauthorized chargebacks may result in additional fees, and we reserve the right to contest fraudulent chargebacks with supporting documentation.
- Account Termination:
- Repeated chargebacks or fraudulent activities may result in account suspension or termination.
- Legal Action may be pursued in cases of chargeback fraud.
Limitations of Liability
We are not liable for:
- Loss or theft of products after confirmed delivery.
- Data loss resulting from the use of our products.
- Indirect or consequential damages arising from the use or inability to use our products.
- Personal items sent to us in error.
International Orders
- Customs and Duties:
- International customers are responsible for any customs duties, taxes, or fees imposed by their country.
- Return Shipping:
- Return shipping for international orders is the responsibility of the customer unless due to our error or a defective product.
- We are not responsible for delays or losses during international shipping.
Exceptions and Special Cases
1.Damaged or Defective Products Upon Delivery:
-If your product arrives damaged or defective, please contact us within 48 hours of delivery with photographic or video evidence.
-We will arrange for a replacement or repair at no additional cost if the damage is confirmed to be due to our shipping or manufacturing error.
2.Damage Caused by Customer:
-Products that are damaged by the customer due to misuse, improper installation, negligence, accidental damage, or modifications will not be eligible for free replacement or repair.
-In such cases, we may offer repair services for a fee or recommend replacement parts, but any replacement will be at the customer’s expense.
-To prevent disputes, we may request evidence, such as a video or photos, to determine whether the damage was caused by the customer or during shipping.
How to Avoid Issues with Your Order
- Double-Check Your Order:
- Verify your shipping address, product selection, and quantity before finalizing your purchase.
- Product Use:
- Follow the user manual and safety instructions provided with the product.
- Contact Us for Assistance:
- If you have any questions or concerns about the product before purchasing, please reach out to our customer service team.
Policy Updates
This policy is subject to change without notice. Please review it periodically for any updates.
Contact Us
For any questions or concerns regarding our Refund, Return, and Warranty Policy, please contact us at:
- Email: service@symynelec.com
- Phone: +1 213 438 9829
- Customer Service Hours: 6:00PM-2:00AM PST, Sunday to Thursday