Aftersales: Cancellation, Issues, Service, Warranty
Table of Contents
CANCELLATION
- We reserve the right to cancel orders due to various potential reasons, including dependencies within our supply chain. Any order cancelled by the store will be fully refunded to the customer without any additional fees.
- After the order is paid, the order realization process begins. The customer may cancel the order at this stage; however, a 2% transaction fee will be applied.
- Once the order is fulfilled, it can’t be cancelled. If you choose not to receive the package, please refuse delivery. A 2% transaction fee, return shipping, and warehouse restocking costs will apply.
- Average time for funds return: 1-10 working days. Based ont the payment method choosed by the client.
SHIPPING ISSUES
All the products are carefully checked before sending to the client. But it can happen that shipping company damage the package and the product. Please inspect your order upon reception and contact us and currier company immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. All the logistic damages that have been identified during the package delivery must be reported to us and to currier no later than 3 days from the delivery. After this time, we are not able to claim to shipping company. Your request will be rejected
To report the shipping or product damages, please submit request via office@itradecenter.store. Title should include: "Shipping / product damages, Order: xxxx". Please attach:
- Photo of the product, please show all damages
- If possible, please record video
- Photo of package from the outside, so we can see the box (IMPORTANT: If the box is damaged, please show it in the picture)
- Photo of the label from the transport company
- Photo of the goods inside the box including any possible protection. That is, exactly as you received them
- If product got the serial number, please send a photo of the manufacturer's label where we can see the serial number of the produc
RETURNS
If Client receives a different product than ordered, the shop is responsible for organizing the courier for the return of the goods. If the client refuses to return the goods, it will be treated equally to acceptance of the product, no refund will be applied.
To start a process, please submit request via service@itradecenter.store Title should include: "Return, Order: xxxx". Please attach:
- Please provide photos of the product and document all differences between what was ordered and what was received.
- If possible, please record video
- If product got the serial number, please send a photo of the manufacturer's label where we can see the serial number of the product
- If possible, photo of package from the outside, so we can see the box (IMPORTANT: If the box is damaged, please show it in the picture)
- Photo of the label from the transport company
- Photo of the goods inside the box including any possible protection. That is, exactly as you received them
Our offer is based on wholesale terms provided directly to the end customer. Customers benefit from wholesale conditions, including special pricing normally available only to businesses. Under these conditions, please note that products cannot be returned if they meet the order specifications. In particular, customized or personalized items, as well as products sold as part of a final clearance or end-of-series promotion (clearly indicated on the product page), are not eligible for return, unless they are defective or not as described.
All products remain covered by the applicable warranty.
After the product is returned and checkeb by the warhouse. Average time for funds is 1-10 working days. Based ont the payment method choosed by the client.
SERVICE & WARRANTY
Important. There are two warranty options:
- Option A. product is covered by producer warranty: Please always register the service request / warranty claim on the official producer site. If you have any questions, please contact us: service@itradecenter.store. For option A, the process will be continued under the producer service / warranty procedure. Please be aware that some of the producers require sending them the product for service, in this case we will not be able to provide the shipping label.
- Option B. product is covered by distributor warranty: Please be aware that all damages, caused by human mistake, will be rejected. To start a process, please submit request via service@itradecenter.store Title should include: "Warranty, Order: xxxx". Please attach:
- Photo of the product, please document all technical issues
- If possible, please record video
- If product got the serial number, please send a photo of the manufacturer's label where we can see the serial number of the product
- If possible, photo of package from the outside, so we can see the box (IMPORTANT: If the box is damaged, please show it in the picture)
- Photo of the label from the transport company
- Photo of the goods inside the box including any possible protection. That is, exactly as you received them
After receiving your request we will check all pictures and provided information's. if there will be anything else needed, we will inform you. All information will be provided via email.
After accepting the return request, for all requests where the fault is on our site or courier site (including distributor warranty request), we will provide you the shipping label, courier will take the product from you. Remark: If the product is covered by producer warranty, client is following the producer service process, we are not responsible for providing shipping labels
All returned packages and products are checked. Information provided in the return request will validated with the real condition of the product. If there will be no issues, process will go to next step - refund. For all other scenarios (clarification needed / return declined) you will be informed via email.
You will be refunded via the same payment method used for order payment. Please be aware that time for booking of the funds on your side depends on banks and financial institution that take care of the process.
- Average time for funds return: 1-10 working days
If the product will be repaired or replaced with a new one, the repair or replacement time will be determined by the manufacturer.
- Average time for product repair / product exchange: 1-5 weeks
Questions? Please contact us: service@itradecenter.store
iTradeCenter.Store Team