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General Warranty Policy

Product warranty has been marked down on its webpage.Some items do not enjoy warranty,if you have any question about this,please contact us at service@koolerbuy.com .

1.Koolerbuy offers free technology support, operation suggestion and repair service during warranty.

2.The warranty starts from the day when the parcel is sent .

3.Koolerbuy will still try to offer service for those products which are over the warranty.

Exceptions to Warranty

1.We do not offer warranty or support for products not bought from Koolerbuy.

2.The user voids the warranty if she/he flashes the firmware of a device, opens the body in an attempt to fix, or otherwise uses the device in a way that is not considered as normal usage.

3.The warranty does not extend to free repair / replacement in cases to damage to products, accidental breakage, misuse or wear and tear.

4.Exceptions do not mean we are not going to help you. If your items bought from Koolerbuy is broken/damaged by accident, we can still help you fix the problem at your cost( including shipping and fixing fees) If you are a customer with goods which appear to have a problem, please talk to us before initiating complaints with PayPal or your credit card provider. Usually there is a way for us to resolve your issue quickly and meet your satisfaction!

NOTE:

You need to send out the packge in 15 days after RMA is given. If you don’t, it is defaulted that you accept the problem. If you report the problem again or other problem later, we will count all warranty things by the new date you report.

I. Sent from warehouse in China

1. Within 7 days for return or exchange by our products quality or mistaken delivery:

a. Within 7 days for refund:  Customers need to pay first to send the unit back as requested (RMA). We will check the parcel's condition and accessories before refund. We offer a maximum payout of $50 for the freight compensation.

b. Within 7 days for exchange: Customers need to pay first to send the unit back as requested ( RMA). We will check the parcel's condition and accessories before exchanging other models. We offer a maximum payout of $50 to compensate the freight charge that customer spend for returning the item to China. Furthermore, we assume the full shipping fee to resend the new item to you.

c. Within warranty days but over 7 days,support repair only: Customers need to pay to send the unit back as requested (RMA). We will offer you the fees to send the item back,but for resend the item to you,it would be your cost. 

d. Within 7 days adoption: If it is small defect, we suggest you to accept it for saving the time of both of us. We can offer some compensation under your agreement.

2. Within 7 days for return or exchange not by our mistake:

a. Within 7 days, if you return for refund, 15% of the unit's price will be charged as restocking fee. And if you want to exchange items, 10% of the unit's price will be charged as restocking fee.

b. Within 15 days but over 7 days, if you return for refund, 20% of the unit's price will be charged as restocking fee. And if you want to exchange items, 15% of the unit's price will be charged as restocking fee.

c. In such case, no matter return for exchange or refund, all the shipping fees are at customers' cost.

Kindly Reminder: Customers can make a new order for the one which you want to change to while prior one is on its way back. We will dispose your new order with priority. When we receive the prior one, we will refund you the money as agreed, shipping and handing fee not refund

3. Over 15 days but within Warranty days:

We only accepts repair for all issues. Customers pay to deliver the unit back to us as requested (RMA). We affords the shipping cost after the repair. And customer need to assume the damaged parts replacement costs.

II. Sent from Koolerbuy's specified warehouse, such as UK, USA and so on

1. Within 7 days for return or exchange by our products quality or mistaken delivery:

a. Within 7 days for refund: Customers need to pay first to send the unit back as requested (RMA). We will check the parcel's condition and accessories before refund . We offer a maximum payout of $50 for the freight compensation.

b. Within 7 days for exchange: Customers need to pay first to send the unit back as requested (RMA). We will check the parcel's condition and accessories before exchanging other models. We offer a maximum payout of $50 to compensate the freight charge that customer spend for returning the item to our overseas warehouse. Furthermore, we assume the full shipping fee to resend the new item to you.

c. Within 15 days but over 7 days for refund or exchange: Customers need to pay to send the unit back as requested (RMA). We will check the parcel's condition and accessories before refunding the total amount of the original order or exchange another model under your agreement. For exchange, we assume the shipping fee to send the new item to you.

d. Within 15 days adoption: If it is a small defect, we suggest you to accept it for saving the time of both of us. We can offer some compensation under your agreement.

2. Within 7 days for refund or exchange not by our mistake:

a. Within 7 days, if you return for refund, 20% of the unit's price will be charged as restocking fee. And if you want to exchange items,15% of the unit's price will be charged as restocking fee.

b. Within 15 days but over 7 days, if you return for refund, 25% of the unit's price will be charged as restocking fee. And if you want to exchange items, 20% of the unit's price will be charged as restocking fee.

c. In such case, no matter return for exchange or refund, all the shipping fees are at customers' cost.

Kindly Reminder: Customers can make a new order for the one which you want to change to while prior one is on its way back. We will dispose your new order with priority. When we receive the prior one, we will refund you the money as agreed, shipping and handing fee not refund.

3. Over 15 days but within Warranty days:

We only accepts repair for all issues. Customers pay to deliver the unit back to us as requested (RMA). We affords the shipping cost to return the repaired item to customers. And customer need to assume the damaged parts replacement costs.

Additions:

1. The tax which is paid by the recipient will not be refunded or compensated.

2. The cost of installation and problem test by someone else isn't refundable.

3. No refund or return for all downloadable software.

4. Items returned must be in new condition with original packaging and accessories. We don't accept returns of products with missing accessories , we reserve the rights to refuse issuing refunds for such items. We will take pictures when we get the parcel as the proof.

5. Before Customers send the parcel back, Customers should request our RMA first. If the parcel is against the rules of the RMA, we reserves the right to reject the parcel and send the parcel back to you all at your cost.

7 days- starts from the day when the recipient signs the parcel

15 days- starts from the day when the recipient signs the parcel

6. Items returned must be in new condition with original packaging and accessories. We don't accept returns of products with missing accessories. We reserve the rights to refuse issuing refunds for such items,So before you send it back, please pack it carefully to increase the security during shippment. You are required to fill the series number before sending back. We will take pictures when we get the parcel as the proof.

7.How to identify if it is a quality issue

(1) Koolerbuy does comprehensive test to all the parcels before shipping, including functions, accessaries, conditions and so on.

(2) If there is any suspected problem during the installation or the usage, please contact us. Some pictures or videos about the problem will be very helpful for our technology staff to help you.

(3) If you cannot offer the pictures or videos of the problem or if the technology staff cannot figure it out from what you offer, we need you to send it back to us. Koolerbuy will test the unit as what you report. If it is true, your issue will be disposed as quality issue. If the problem doesn't occur during our test, actually it is because of your misusage or improper envioronment and so on, it will not be taken as quality issue.

(4) Koolerbuy will offer a video or some pictures as your reference for the non-quality-issue parcels.

(5) For the non-quality-issue parcels we accpet the refund or exchange as ordinary process.

8. Definition of mistaken delivery

There are some objective reasons for the slight difference on appearance, such as photography technology, light, the random update of unit by the factory, etc. These are not taken as mistaken delivery. If the functions of the unit are more than what you buy, it is not a mistaken delivery. If the manual has a few differences from what you receive but the unit has the same functions as the description on the website, it doesn't belong to mistaken delivery, too. This kind of problem is probably because the factory doesn't update the manual promptly. Description on the website is the only standard.

If you specify your order on color or some special functions when you buy but receive the wrong one, it is Koolerbuy's fault. If you don't specify your order, we will send your parcel randomly according to the stock. It will not be mistaken delivery as such cases.

If some expected functions are not included and you don't ask us any question about those functions before you buy, it isn't in the range of mistaken delivery.

9. Compensation of the shipping fee

All the parcels should be sent via local post office. Scan the receipt to Koolerbuy after delivery. Koolerbuy reserves the right to make the final compensation by the amount written on the receipt and the market quotations of the post office service of different countries.

10. If any new taxes are levied during the process of RMA, it is the consignee's responsibility to pay for them.