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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.
a
table
| 申報方式 | 申報詳情 | 適用訂單 |
|---|---|---|
| 門市申報 |
你可以帶更換之貨品連同完整包裝、配件、說明書、未填寫之保用証及贈品到門市，並由門市職員進行產品檢測。如檢測結果確認產品品質不合符生產標準，門市職員會因應產品情況為你安排產品更換。 若門市職員未能即場確認產品品質不合符生產標準，請透過WhatsApp向我們聯絡，我們為你向產品供應商安排產品檢測，並就檢查報告為你安排產品更換。 |
門市訂單 |
| 網上申報 |
你可以透過WhatsApp向我們聯絡，提供訂單的資料、產品問題以及同相片/影片讓我們了解你的情況，客戶服務專員會於兩個工作天內為你處理。 若客戶服務專員未能透過相片/影片確認產品品質不合符生產標準，我們會按情況為你安排到門市進行檢測，或向產品供應商安排產品檢測，並就檢查報告為你安排產品更換。 |
網店或門市訂單 |
a
table
| Application channel | Application details | Applicable order type |
|---|---|---|
| Store |
Please bring along the product to ElecBoy store for further inspection. If the product is confirmed to fail to meet the manufacturer’s standards, we will check current stock availability to offer an exchange. If in-store staff cannot confirm the product is failed to meet the manufacturer’s standards, please contact us via WhatsApp. We will arrange inspection with supplier and arrange an exchange based on inspection result. |
Store |
| Online shop |
Please contact us via WhatsApp and provide the order information, product problems and photos/videos so we can get a better idea of the problem. Our customer service specialist will take care of the issue within two working days. If customer service specialist cannot confirm the product is failed to meet the manufacturer’s standards, we will arrange supplier or in-store inspection based on the situation, and arrange an exchange based on inspection result. |
Online shop/ Store |
00
00
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、DJI、Xiaomi、Mijia、8H、90FUN、DR BEI、iSmartAlarm、Mitu、Roidmi、TOPTURBO、TS、wiha、Yeelight、ZMI、ZSH、Mi、ZWZ、POCOPHONE、Simple Way、Redmi、MIIIW、POCO、Avast、Norton、Bullguard、Steam Deck, computer software, gift card products 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?
We will arrange door-to-door or in-store exchange based on the follow-up results.
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.
