Warranty & Return Policy

Warranty & Return Policy

Because Wiibuying products are located in different warehouses, all return refunds must be authorized by the Wiibuying Customer Service (E-mail: [email protected]) to obtain RMA authorization, otherwise, we will not accept returns and refunds like direct return the product to our address and other forms. In most cases, Wiibuying’s Customer Service will respond within 1 business day. Sometimes, customer service needs to respond to too many messages, so the response may not be timely. Wiibuying hopes you can wait patiently and thank you for your understanding.

Note: We will solve all after-sales problems by email:[email protected], and Wiibuying does not accept other methods such as telephone, live chat to solve after-sales problems.

Some products at Wiibuying are provided with warranty, and some products are not provided with warranty. We will describe the products with warranty on the product details page or product manual. If there is no marked product, we will not guarantee the warranty by default.

For the Items without Warranty

7 Day Dead on Arrival (DOA) Guarantee

If the item(s) arrives damaged or is not working, kindly follow the warranty process and contact us via [email protected] for return or refund within 7 days of the order being received. In order to speed up the processing speed of Wiibuying customer service, please indicate the reason for the return in the email and attach the order number and a photo or video that clearly proves that the product is damaged or not working. After returning the product to the address provided by our Support Center, we can send you a new item free of charge (All Shipping Cost will be borne by Wiibuying), or you can choose to receive a full refund.

Special Notes:

1. When returning the product, please ensure that the product is returned in a new state. When choosing logistics to send packages, it is best to consult our customer service to ensure that the package will not be lost.

2. After Wiibuying has received the returned product and confirmed the product is faulty, the return shipping cost will be refunded based on a valid return receipt. For example, if the return shipping fee is 20 USD, Wiibuying will refund the same amount of 20 USD to the customer. If our technical team determines the item is not DOA, Wiibuying will not compensate the return shipping fee.

30 Day Unconditional Refund Guarantee for Unopened & Unused Items

This clause only applies to products without warranty.If for whatever reason you do not want your item within 30 days of receiving it, you may also contact us for a return and refund. Kindly note that in such cases the return shipping fee is the customers responsibility and is non-refundable. Items MUST be returned in their original packaging, unused and unopened in order to qualify for a product refund.

Note that the returns shipping fee is non-refundable and products must be returned unopened and unused for a refund.

45 Day Money Back Guarantee

This clause only applies to products without warranty. For most items, in the case of product failure caused by non-buyers, you can send it back for a refund or item exchange within 45 days of receiving it. Return shipping reimbursement is not available for this. Return shipping reimbursement is not available for this.

NOTE: No return or exchange for any reason is accepted for more than 45 days.

For Items have quality issues

Please confirm whether the product has a warranty. If it is a warranty product, please refer to the warranty policy below. If it is not a warranty product, you can refer to the solution below.

a. If you choose to return the products, you should contact us and send photos or videos as proof asking for after-sales service. In this case, you could return the item after obtaining approval from our customer service, and we would issue a full refund to you after you return the items in good condition.

b. If you choose to exchange the products, please send us photos or videos as proof to check first. After obtaining the approval from our staffs, you could send back the products. The exchanged items will be shipped after careful inspection. The reissue shipping fee is paid by Wiibuying.

For the Warranty Items

7 Day Dead on Arrival (DOA) Guarantee

If the item(s) arrives damaged or is not working, kindly follow the warranty process and contact us via [email protected] for return or refund within 7 days of the order being received. In order to speed up the processing speed of Wiibuying customer service, please indicate the reason for the return in the email and attach the order number and a photo or video that clearly proves that the product is damaged or not working. After returning the product to the address provided by our Support Center, we can send you a new item free of charge (All Shipping Cost will be borne by Wiibuying), or you can choose to receive a full refund.

If a refund is requested due to product failure, the item can be returned within 15 days after receipt of the package, but the shipping cost of the returned package shall be borne by the buyer. We will resend a new item (shipping cost is borne by Wiibuying) or refund.

Special Notes:

1. This 7 Day DOA Guarantee is only applied for the main parts of the items. (Except for accessories and consumables)

2.If hardware failure occurs within the service life, the longest warranty of the item is 6 months (the spare parts are subject to the service life of itself), no maintenance fee is charged. The shipping fee to the repair center is borne by the purchaser, and the shipping fee after repairing is at Wiibuying’s expense.

3. If the item is damaged due to the purchaser (including exceeding the service life of the parts), 1-year warranty is provided. Wiibuyin will charge the lowest maintenance fee. The round-trip shipping fees are borne by the purchaser.

Special Warranty for Accessories and Consumables

1. This applies to the accessories: charger, adapter, battery, etc.

Returns for a new item for the accessories can only be accepted within 30 days from the date you received the item. This is for exchange only if they arrive damaged or faulty (Confirmed by videos), and the shipping costs shall be borne by the purchaser. If the item is damaged duo to the purchaser, the purchaser could buy the accessory at the factory cost, and the shipping fee shall at the purchaser’s expense.

2. This applies to the consumables: brush, rag, water tank, dust box, etc.

Returns for a new item for the consumables can only be accepted within 7 days from the date you received the item. This is for exchange only if they arrive damaged or faulty (Confirmed by videos), and the shipping costs shall be borne by the purchaser. If the item is damaged due to the purchaser, the purchaser could buy a new one at the factory cost, and the shipping fee shall at the purchaser’s exp

3. Due to the low value of accessories and consumables, a warranty is not provided.

Warranty Exemptions and Notes

1. Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer’s responsibility and is not covered by our warranties.

2. The product warranty will be immediately invalidated if the customer damages or misuses the item(s). No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.

3. Flash the firmware of a device or root a device

4. Damage caused by installation and repair at the maintenance center not designated by our company (including installation or disassembly and repair by consumers)

5. Use the device in a way that it is not originally intended for

6. Continue to use the item once a fault occurs and causes more damage

7. No warranty card and valid invoice or proof of purchase, and cannot prove that the item is within the warranty period

8. The invoice or warranty card does not match the actual product or is altered

9. Damaged due to irresistible natural disasters

10. Exceed the warranty period

11. The use environment (such as voltage, humidity, temperature, ventilation conditions, etc.) does not conform to the description of the product manual, thus causing damage

NOTE: Please kindly refer to the following steps in “How to Request a Warranty (Return, and Refund)” below. For incomplete warranty requests, Wiibuying reserves the right to refuse any compensation.

How to Request a Warranty (Return, and Refund)

If your item has an issue, please follow our warranty process to our Support Center via [email protected] to minimize any delays:

1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product name.

2. Tell us what steps you have already taken to resolve the issue.

3. Provide the order number and item code indicated on the outer packaging.

4. Send a clear photo or video showing the defect(s); these should be taken under good lighting.

NOTE: Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s). Wiibuying will always do our very best to help you. Thank you in advance for providing all the information stated above.

About Returns and Exchange

If you have any after-sales issues, please contact our Support Center via [email protected] directly and they will offer you a solution according to your case. They will confirm whether you need to return the item and to which address you may return it to.

The following section describes the processing time required upon receiving your returned item.

For exchanges, the processing time for the exchanged item will be between 3-6 business days, upon receiving your item back and depending on stock availability.

About Refund

The processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this, the refund time will depend on the payment method. Please see below for details:

– PayPal refunds may take up to 48 hours to process and appear in your account.

– Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.

Note: The above time is only an estimate, there may be some delays. If the maximum period is exceeded, please confirm whether your account has received a refund. If not, please contact Wiibuying customer service as soon as possible.

 

Contact Us

If you would like to exercise one of your rights as set out above, or if you have a question or a complaint about this policy, the way your personal information is processed, please contact us via e-mail or telephone

E-mail: [email protected]

Phone/Whatsapp: +86 15106985508

Address: Room 313R, Building 512, Bagualing Industrial Zone, No. 33, Bagua Road, Hualin Community, Yuanling Street, Futian District, Shenzhen, Guangdong Province, 518048