What is Etoren Return policy?
You may return your item to us by submitting your return request within 7 days upon item receipt with valid reasons below (see "For which valid reasons can I return an item?").
After 7 days, products may be returned only under warranty coverage. Please refer to Warranty
Please note that return request can only be raised and considered only after parcel is received by customer. Return policy is not applicable and refund cannot be considered due to customer failure/refusal to receive order or abandonment of order by customer.
For which valid reasons can I return an item?
You may return your item if it is due to any of the following reasons:
- Damaged(due to shipping)*
- Wrong item delivered
- Missing parts**
- Change of mind***
Please send us a return request via the enquiry form first and await our shipping instructions.
All valid returns must be reported and completed within 7 days (with exception of ones with warranty -12 months) of receiving items. 12 month starts from the day when order is placed to the day when the item is returned to our office or designated location.
*Damaged parcels or cosmetic damage must be reported within 24 hours of receipt and return accepted only with shipping damaged declaration by delivery company. Item must keep original condition without any accessory, case, protections used.
** We will first attempt to send you the missing parts/items. In case we cannot prepare replacement, we will accept return of product.
*** Please refer to FAQ below for more details on Change of mind
Who covers the cost of the return shipping?
For any valid reason for returning (except for the change of mind), so long as the buyer submits a return request within the 7 days upon goods receipt, we will cover the cost of the return shipping. For countries that imposes permit application, tax/duties for imports customers will need to pre-arrange repair return permit to avoid additional tax/duty in custom when item is returned back to you. We are not responsible for permit application, tax/duties chargeable for shipping item back to you.
If buyer submits a return request after the 7th day, buyer will have to pay the cost of the return shipment to us. Upon servicing, we will return product to the buyer at our cost.
How do I return an item?
Read return policy
Submit Return Request form online
Etoren will send you shipping instructions and return address
Print out email, insert and pack items securely in box
Hand item to your shipping company and inform us tracking details
If you understood the returns/refund policies in this section and wish to proceed, please send us an Online return request.Please ensure to pack your return item(s) in the original packaging along with all accessories packed securely and all other items not supplied in original packaging removed. The best way to pack is using original packaging from shipping company. If you do not have it, please make sure it is packed with appropriate cushioning, preferably padded with bubble wrap or foam packaging.
What happens after I submit an email request for return?
- Our customer service agent will contact you shortly to confirm return acceptance
- We will provide instruction for returns and advise for shipping.
- You will receive an email once your returned item is received at our warehouse
- We will evaluate the product based on your return request and update you within 3 working days after receipt of the item
Can I return the product if I changed my mind? Would there be any cost to make the returns?
Yes, you may decide to return the product within 7 days of receipt in case you changed your mind. However, refund policy related to Change of Mind applies.
We will make partial refund after deducting these costs:
- Restocking fee: 30% of product price
- All cost to refurbish product to Original shipped condition
- Cost incurred during importation process (duties, shipping, import permit fees etc) in case of delivery duty paid,
My order is not accepted for cancellation. Can I simply refuse to accept the order when it is delivered to me?
Your order cannot be cancelled by refusing to accept delivery. Return policy is not applicable and refund will not be given due to customer failure/refusal to receive order, resulting in return or abandonment of parcel by courier or customs due to non delivery. In case any fees/cost charged to us due to the refusal, we have the right to charge the same amount to you.
What happens if the return claim is not valid?
If your return claim is not valid, we will not be able to apply our standard customer protection policies. There are 2 options:
- The product will be shipped back to you as per condition we received but shipping cost and/or any import duties/fees payable upon re-entering your country will be payable by you.
- Apply Change of mind under our Return policies. Please refer to Terms and conditions Change of mind
How do I track my return status?
You can track return status on the courier's website using the given tracking number which we have sent to you via email. If you have further enquiries, the shipping companies will be able to provide you a more accurate and updated status of the deliveries.
What happen if my item is not repairable during warranty period?
In cases where repair is not possible, Etoren will offer an A grade stock of same or similar model specifications as replacement. If there are no replacements available, store credit will be offered and maximum credit offered as below. Store credit offered is subject to evaluation of the current condition of warranty item.
-0-6 month from purchase: 100% of item price
-7-9 month from purchase: 70% of item price
-10-12 month from purchase: 50% of item price