What should I do if an item is defective?
1) In most cases, the defects may have been caused by misuse or a lack of installation knowledge. We recommend that our customers seek professional assistance before installation. We are not responsible for any defects caused by improper use or installation.
2) All our products have been inspected and tested by certified technicians before shipment. Upon delivery, 99 percent of our products can run perfectly without any issues.
However, if you do receive an item with factory defects, it is our promise that:
In 0-60 Days: You have our money back or
free return guarantee. You may choose to exchange your unit for a new one or
receive a full refund. For the exchange, we will send you a brand new product
and we will be responsible for both the return & resending postage.
61 days - 1 Year: We offer free repair service and we are responsible for the resending postage, while you should be responsible for the return postage.
Please kindly note that:
1. We are NOT responsible for the installing or uninstalling fee and tax.
2. We are NOT responsible for the return shipping fee should you need a refund.
Can I return the product if I am unsatisfied with it?
If you are not satisfied with our product, please contact us within 60 days of its purchase date. If the internal package remains unopened, you can exchange it for another model. For the exchange, the balance will be paid by you or returned by us. You should be responsible for the 2-way shipping fee, which will be based on your country's shipping rates. So, before you place your order, please refer to all of the details in our product introduction page.
What can I do if my item was damaged during transport?
If your item was unfortunately damaged during transport, please keep everything in the package you’ve received and send photos of the damaged item to us within 7 days. The delivery companies do not accept damage claims reported after 7 days. We will assist you in recovering damages or losses from the delivery company. It will take approximately 14-28 days for the delivery company to investigate the case; we will keep you informed during the process. Also, if your parcel is insured, we will send you a replacement unit once the delivery company completes the reclamation process.
What can I do if I was sent the wrong item?
Please contact our service team within 7 days of receiving the item. We will help you exchange the wrong item for the one you’ve ordered and resend any missed items.
Can I exchange my order for another Eonon model?
If you have made a mistake with your order, please contact us within 7 days of its delivery. As long as the internal package remains unopened, you can exchange it for another model. The balance will be paid by you or returned by us. You should be responsible for the shipping fee of both the return shipment and the extra shipment, which will be based on your country's shipping rate. So, before you place your order, please refer to all of the details in our product introduction page.
I have reported my defective product, what should I do now?
Kindly bear with us, we will usually get back to you within 1 business day. After checking your email, we’ll offer several methods for you to check if the unit is really defective. In most cases, you will be able to fix the issues without having to send the unit back to us.
1) If the problems are still present after the initial check, we will offer you a return number for you to return the item. The item will not be checked or repaired without the return number.
2) After receiving the item, our technicians will carefully test and diagnose the issues. Please continue to bear with us during this process and feel free to contact our customer support if you have any questions.
3) If the item can neither can be fixed or replaced, you can decide to either receive a refund or receive a brand new replacement unit. However, please note that the shipping fee is not included.
If you’ve chosen to receive a refund, please send us your bank account details via email for us to process the refund. If you paid by PayPal, we will ONLY refund through PayPal account.
4) If we determine the item to be non-defective, the customer will be responsible for the return shipping fee of the item.
We reserve the right to determine the defectiveness of the product based on our technicians' report.
1. Items that have been damaged by improper use or abuse.
2. Items NOT bought from official Eonon websites.
If any item purchased from us fails to meet your expectation within 60 days, we will provide a refund under the following conditions: the merchandise must be 100% complete, in the same condition when sold, and in the original packaging provided by us. Customer is responsible for the return postage. We are not responsible for the installing or uninstalling process.