After-Sales Policy

After-Sales Policy

I. Customer service policy:

1. This policy applies to all products of [IKOE] legally sold in Chinese mainland.

2. The basic conditions of the warranty: products on the [IKOE] website have quality problems caused by the product itself during the warranty period.

II. Policy description:

1. The products sold on this website are subject to "three guarantees" (repair, replacement and return). Please keep valid certificates (invoices, warranty cards) well to ensure that we serve you in time.

2. The original warranty card and invoice (or proof of purchase) need to be kept properly and presented together when you need warranty service.

3. If parts or products are replaced during the warranty period, the warranty period of the product will not be extended or recalculated.

4. Parts or products replaced during the warranty service will not be returned to the user.

5. The pictures and information on the mall website are for reference only. Due to problems such as shooting lights and color differences of different monitors, there may be a slight color difference between the product picture and the actual product. The actual product shall be prevail and a slight color difference is not a quality problem.

III. Warranty period of various products:

The warranty period for flexible explosion-proof film dedicated to plotter is respectively: 3 months in China and 4 months in overseas. The time is calculated from the shipping date of the Renqing warehouse, that is, the product delivery date. For those products that expire the specified warranty period, [IKOE] will not provide after-sales service. Product storage environment requirements: temperature of 25±3℃, humidity of 35% to 75%.

1. When the customer raises the quality issue of the flexible explosion-proof film and asks for after-sales service, please contact our after-sales personnel beforehand. When the product is judged as quality problem, the return shall meet the following conditions:

a) The product is within the warranty period, that is, calculated from the shipping date from our company;

b) The requirement for small batch returns (more than 2 boxes) is that the entire box is not unpacked and that each box of consumable codes must not be used;

c) According to Renqing's requirements, consumable code of each box should be provided to Renqing for centralized processing. Products without consumables codes or consumables codes that have been used will not be accepted for return, except for individual single-piece (50 pieces or less).

*Product categories not included in the after-sales policy:

The following product categories are not included in the scope of after-sales policy services once used:

1. Phone protection products (protection case, protective film, etc.);

2. Car perfume, aroma, and other perfume chemical products;

3. Waist bags, armbands, car headrests, cushions;

4. Consumable products.

IV. After-sales rules:

1. Within 7 days from the date of purchase from our website (subject to the delivery registration), customers may make return & refund, replacement or repair in case of product malfunction caused by its own reasons once determined by our after-sales department/manufacturer's special maintenance center.

2. Within 8~15 days from the date of purchase from our website (subject to the delivery registration), customers may make replacement or repair in case of product malfunction caused by its own reasons once determined by our after-sales department/manufacturer's special maintenance center. When replacing the goods, we shall exchange the product with the same model and specifications for you consumer.

3. Within 1 year from the date of purchase from our website (subject to the delivery registration), customers may get free warranty in case of product malfunction caused by its own reasons once determined by our after-sales department/manufacturer's special maintenance center.

4. Within the validity period of "three guarantees", if the goods still cannot be used normally after repairing for twice, they can be replaced with the goods of the same model and specifications for customers free of charge or returned according to the provisions of 6, with the maintenance records and certificates provided by the manufacturer.

5. If goods are within the validity period of "three guarantees" but have been more than 30 days after repair period, they can be replaced with the goods of the same model and specifications for customers free of charge.

6. If goods are within the validity period of "three guarantees" and meet replacement conditions, but customers are unwilling to replace them with goods of other model and specifications due to lack of goods of the same model and specifications, we will agree to the customer's return request; if customers are unwilling to replace them with goods of the same model and specifications and instead of return, we will agree to the customer's return request, but will charge depreciation cost for the goods used according to relevant national laws and regulations. The depreciation cost shall be charged from the date of invoicing to the date of return, excluding the time of repair and awaiting repair.

V. There is no warranty service for the following situations:

1. Unauthorized maintenance, misuse, collision, negligence, abuse, liquid infusion, accident, modification, incorrect use of non-product accessories, or tearing or altering barcode labels, anti-counterfeiting marks cause unrecognizable;

2. No warranty certificate or the warranty certificate does not match the actual product;

3. Natural loss, wear and aging of products;

4. The warranty period has been exceeded;

5. Damage caused by lightning strikes and electricity systems;

6. Damage caused by force majeure;

7. Products not authorized by this platform to be sold through regular channels;

8. Damage caused by failure to use, store and maintain according to the user manual.

VI. Return rules:

1. The validity period of the "three guarantees" is calculated from the date of shipment from the warehouse of our company, during which customers could repair, exchange or return the goods via invoice and "three guarantees" certificate.

2. Before handling the return and maintenance, please contact our after-sales personnel. After obtaining the RMA number, fill in the returned product list as required, otherwise it will not be accepted, and the resulting losses shall be borne by yourself.

3. If you want to return the goods, please return the invoice issued and ship order with the returned goods. Commodity accessories (including invoices, manuals, warranty sheets, labels, etc.) with additional gifts(if any) shall be returned together and must be kept the same as they are received. If they cannot be fully returned, the corresponding fee will be converted and notified to you, and the processing opinion will be confirmed with you.

4. The contents of the RMA list should be filled in clearly, detailedly, correctly, and completely; The total number of defective products returned, the number of packages (boxes), the number of pages for the repair list, the date of filling, and the contact person should be filled in; Packing list must be filled in the related information of quantity and product for later inquiry. The quantity of returned products is based on the real number received by our company.

5.For returned products, the user should promise that the product has not been exposed to any harmful substances to avoid injury to after-sales personnel.

Precautions:

1. Products that have been declared for fault maintenance but have not been detected by our company after-sales department will be returned or charged according to our actual detection situation.

2. When packaging the returned products, the categories must be separated and neatly placed; all products should not be piled together and returned to the factory. Damages or new defects caused during the transportation process due to poor packaging of returned products shall be borne by the customer.

3. Adapters, data cables and other devices with cables must be bundled with binding wires.

4. If the product is beyond the scope of warranty and the customer claims that it needs to be repaired, then it will be returned or charged according to the negotiation result between the customer and our after-sales department.

VII. Logistics costs:

According to the principle of who pays what is shipped, refuse to accept freight collect.

When the customer returns the goods to repair, the shipping cost is borne by the customer, and the logistics cost sent after the product is repaired is borne by the maintenance party.

If the returned goods are shipped through logistics, please choose home delivery service. If you do not choose home delivery service, the cost will be borne by the shipper.

VIII. Overseas after-sales rules:

1. Products purchased by overseas customers in our company only follow the above "three guarantees" policy, warranty period rules and other rules mentioned above. Our company's after-sales policy does not extend to overseas regions. When it is inconsistent with overseas after-sales regulations, each agent shall bear corresponding responsibilities and obligations.

2. In order to improve the efficiency of after-sales services and guarantee the rights and interests of customers, if goods sold overseas cannot be returned after being determined by the Company, video of defective goods may be provided so that we will work out an after-sales solution to the goods within two working days.

3. Defective goods video adopts exclusive method. That is customer should shoot the video that contains tests of qualified product and defective product that claims under the same conditions with the same phone. For example, if the customer claims the charger is bad, then the video content should include that customer use the qualified charger to charge the phone first, and the phone can be charged normally. Then keep other conditions be the same, charge the mobile phone with poor quality charger, if the mobile phone cannot be charged, indicating that the customer feedback that the charger is abnormal is true, and the product after-sales service can be done normally.

4. According to the video provided by customers, if after-sales services cannot be provided upon confirmation by the our company, but customers do not agree with this, customers may contact sales department for assistance in return. After receiving the goods, if the goods have no quality problems upon confirmation by our company, customers shall bear the corresponding logistics cost.

5. In response to the product after-sales request initiated by the customer, it will be processed and completed within 7 working days after receiving the actual product or product supporting documents.

6. Calculation rules of warranty period: The warranty period is calculated from delivery time of goods from warehouse of Shenzhen Renqing Excellent Technology Co., Ltd. Please refer to sheet 1-1 for warranty period of different product categories.

7. When the product needs to be returned for after-sales service, customer should contact our after-sales personnel beforehand and fill in the RMA form and the detailed list of returned products in the required format.