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What if I have a problem with the product after receiving it?
If the quality of the product does not meet the manufacture’s standards within 10 days after receiving it, ElecBoy guarantees to arrange an exchange.
After 10 days, the product will be under the manufacturer’s warranty period and you need to return the product to the manufacturer/dealer for repair.
What should I do if I have a problem with the product?
If you have below product issues, please follow the steps and report to us.
Product style or quantity
a
Product model/colour is wrong
Product quantity is wrong
Missing product
Product packaging or appearance
a
Product packaging is damaged/cracked/dented/
stained
Product screen has dead spots/dead pixels
Product is damaged/has loose parts
The product buttons do not work
The main part of the product is missing or other accessories are not complete
Product function or quality
a
Product fails to turn on/off
Product fails to charge
Other product functions or quality issues
*Remark: Please report within 24 hours after receiving the product
Reporting Steps
If you have below product issues, please follow the steps and report to us.
1
Complete the service support form
a
2
Provide the order information, product problems and photos/videos so we can get a better idea of the problem.
a
3
Our customer service specialist will take care of the issue within two working days
a
Exchange & Refund FAQs:
If you have below product issues, please follow the steps and report to us.
When does the 10-day return guarantee apply?
It applies for 10 days from the day you receive the goods. If there is any problem with the product, please contact us within 10 days. After 10 days, the product will be under the manufacturer’s warranty period and you need to return the product to the manufacturer/dealer for repair.
Can all products be returned/refunded?
If it is confirmed that the product quality does not meet product standards, ElecBoy guarantees to arrange an exchange except for specified products (such as APPLE/BEATS/Daqiang etc) where you need to arrange an exchange with the supplier yourself. Non-returnable products will be listed on the product page.
Can I exchange it if I bought a wrong model?
Sorry, unless there is a problem with the product, there is no return/refund.
Do I have to return the faulty goods personally?
Our customer service specialist will arrange for our delivery team to pick up the faulty product and deliver a new one.
Do I have to exchange for the same model or can I choose a different one?
You have to exchange the same model. If the product cannot be replaced with the same model because it is sold out, our customer service specialist will make alternative arrangements with you.
Under what situations will I get a refund?
Under normal circumstances, if there is a problem with the product, we will arrange a replacement for you first, but if the product is sold out or there are no other alternative models, we will arrange a refund for you.
How long does the return process take?
We will contact you within two working days to follow up on product issues and arrange for our delivery team to pick up your model as soon as possible and deliver a new one.
How long does the refund process take?
It takes around 2-4 weeks. You can also choose a refund to your account in the form of points so that you can buy other products from ElecBoy.
