1. In which situation we accept the return
We promise to obey the return policy when the item has the problem bellow, but you must sent back the item after we knowing your problem and what you want us to do.
First, the product have quality problem. It can not work once you receive it or it encounter crash in delivery causing you can not use it. This situation we will return full refund.
Second, in some particular situation, our return policy can be open for you after our customer service learning your particular problem, and in this condition we will charge you 10% handling fee.
Third, you order a wrong item and negotiate with our customer service to exchange for a right product, this exchange policy is also for you. But you need pay the shipping cost to us as well as return to you.
Fourth, if we miss-shipped the items, we will be responsible for an item exchange and any shipping fees. If you choose this, you can also return the product and get a full refund plus the shipping and handling fee, but you must make sure to sent it back through ordinary airmail.
2. In which situation we do not accept the return
Please check detail before you purchase on secuexpress.com. If you have any doubt, please check with our customer service, you can get our customers service information from our website.
First, If you order wrong item by yourself, or you found it is not you want to order (not quality problem), we will not provide return policy to you, please aware of this.
Second, If the item is damaged by yourself, we can not provide exchange service for you. But you can return for repair.
3. Return for exchange item
When exchange for free: If your products encounter crash in delivery, we will exchange it for free for you and undertake the shipping cost for you ship item back to us through simple airmail. Mis-ordered products: If you order a wrong item and plan to exchange for you want, then just contact our customer service for help,if we can exchange for you, you need to pay the shipping cost to us as well as return to you.
Physical Damaged Items: If the item is damaged by yourself, we can not provide exchange service for you. But you can return for repair.
What you do before returning for replacement: you need contact our customer service to tell us your problem. What's wrong with your item and what you want us to do for you.
Returning shipping options: after confirming your items is under our policy of returning, we please you use simple airmail to ship item back to us. NO DHL, UPS, TNT, Fedex or any other express.
How we will do after receiving your return: you need keep touch with us to make sure we get it. After checking the item, we will arrange a replacement for you and we will inform you when everything is done. Please remember to check your email from time to time.
Notice for shipping options: When you confirm to return the items to us, please use ordinary airmail or EMS to return it, and write ship to the address our customer service provides. Please do not use DHL, UPS, FEDEX and TNT or any other courier, because we can not get your return item, we will not responsible for that.
4. Return for repair
When your item damaged after using some time later and need repair, we will provide repair service for you. Please contact with secuexpress.com customer service about the repair.
NOTE: After we fix it, we will send back to you. We will not charge you for simple airmail ship back, but if you ask for express shipping, you need to pay for this.
5. Refund Policy
After we get your item return to us and check the item in good condition, we will issue you refund according to our policy within 2 working days through PayPal, please check your PayPal account timely or contact our customer service. And we will charge you 10% handling fee.
6. Products Warranty
Warranty: the guarantee of our most products is one year. Before shipping out, all goods have been double verified by SecuExpress. Our test engineer will check for quality, including check the basic function of the hardware and software, the appearance, the packing, the necessary accessories and power adapter plug standard. After finish quality check,our QC stuff will carefully do quality check and paste our own QC label in the form of month/date/year on every product.
If you have any using problem of the products which buy from SecuExpress, please feedback to us first, and we will discuss the issue with you. Via our technical support, we can dig out your using problem via our technical support in most of cases.
7. Lost Products
If products get lost in delivery, or you still do not get your item for a long time, please contact our customer service timely. We will deal with this ASAP. Please do not deal with it all by yourself, we want you communicate with us. Usually, we will provide tracking number and tracking link timely. If products get lost on the way and we get confirm from couriers, we will arrange redelivery for your products. If you want ship it through express, then you need to pay express shipping fee.