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Warranty & Return Policy

  1. Do you have a guarantee or warranty?

  2. What if the order does not arrive?

  3. Is My Satisfaction Guaranteed? What is the Return Policy?

  4. What are the Terms of Return?

  5. When Will the Credit Appear On My Statement?


  1. Do you have a guarantee or warranty?


    Yes - HKBay.com only chooses to stock the very best products with an optimal quality/price ratio. The quality is guaranteed.
    All products that arrive in our warehouse are checked for perfect appearance and correct functionality.

    Our packing staff check again to make sure that the right accessories are included and that the electrical/socket adapters are correct for your country.

     

    All our products are covered by a 12 MONTH WARRANTY.

    Due to our stringent sourcing and QC processes, the fault rate on products shipped out is very low. However, sometimes faults develop which couldn't be detected before, and we will help you solve these problems.

    If you have any difficulties whatsoever with the products, or you are dissatisfied for whatever reason, you can contact us and we will discuss the issue in an open, honest way.

    • In general, if a product develops a fault during the 365 days since you received it, and the fault is due to a quality issue rather than your own breakage or misuse, we will accept a return.
    • Customers need to pay the cost of returning faulty products back to the return address in either Switzerland or Hong Kong as instructed by Customer Support.
    • Returns without prior discussion and authorization will not be accepted.
    • When we receive your authorized return we will repair the product for free and send it back to you for free. Repairing may involve changing parts, for example a faulty screen. In general you will receive back, fixed, the same product you returned to us.
    • If a repair is impossible we replace the item for a new one with same or similar specifications.


    We don't believe companies should ignore their customers or try to hide from problems. We will do our best to deal with your enquiries promptly and helpfully.


    Exceptions to Warranty

    • We do not offer warranty or support for products not bought from us.
    • The user voids the warranty if s/he flashes the firmware of a device, opens the body in an attempt to fix, or otherwise uses the device in a way that is not considered normal usage.
    • The warranty does not extend to free repair/replacement in cases to damage to products, accidental breakage, misuse, or wear and tear. 
    • Batteries are not covered by the warranty.


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  2. What if the order does not arrive?


    We guarantee your products will arrive safely in your destination country.
    In the unlikely event your package is lost, we will re-send the goods free of charge.


    Delivery Failure Scenarios:

    • The package is lost or stolen before it reaches you:
      All our shipments need a signature from the receiver. If a shipment is lost, stolen or a successful delivery cannot be proven within 60 days of shipment, we will re-send the goods free of charge. In practice such cases are very rare, especially when using courier services. Please note confirmation of such cases can take some time; in such an event you may be advised to place a new order at your expense while the original shipment is investigated pending compensation.

    • An Air Mail package has not arrived after a long time:
      We will re-send the goods free of charge after the delivery deadline of 60 days has expired.

    • A multi-part delivery arrives missing some items or packets:
      In such a scenario you must raise the issue immediately with the courier or delivery company. With the correct documentary proof through the courier company reporting process, we will re-send the goods free of charge.

    • Items in the packet arrive in a damaged condition:
      In such a scenario you must raise the issue immediately with the courier or delivery company. Provided you follow through the correct reporting process, the goods can be handed back to the courier and we will send new goods free of charge. If you do not immediately follow the courier's reporting procedure, and thus no adequate documentation is available to prove the goods arrived damaged, we will offer advice on a case-by-case basis about whether you can return the goods to us for a replacement.

    • A shipment is delayed, turned back, or seized by Customs
      If the Customs issue was your responsibility (i.e. not following up with local customs procedures), you are liable. If the failed delivery was due to mis-handling by us, you will receive compensation when the case is resolved. Such cases are unusual but it is important you are aware of your responsibilities in such a case.


    General Delivery Failure Cases Where You Accept Liability:

    You (or the consignee) must accept delivery of the goods and comply with any applicable procedures/charges from your local Customs.

    If the delivery fails because:

    • you were not at home or the courier could not contact you
    • the delivery details were wrong
    • the recipient fails to accept the goods
    • the courier cannot satisfactorily verify the identity of the person attempting to receive the goods
    • the courier cannot deliver to a remote area or invalid address
    • delivery fails due to war, disaster, etc
    • other similar scenarios beyond our control


    ... [in such cases] you agree that HKBay.com will not accept liability and no compensation is available.



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  3. Is My Satisfaction Guaranteed? What is the Return Policy?


    HKBay.com guarantees total satisfaction with your purchase!

    You may return unused items for refund or replacement within 10 days of the shipment date.
    Please notify us via e-mail at sales@HKBay.com within 3 days after you have received the items and specify whether you prefer a replacement or a refund.

    Please be sure to include:

    1) Your Order Number, the article description.
    2) The reason for the replacement/refund.

    Note: Please write "Return: Order Number, Reference" in your emails subject field.



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  4. What are the Terms of Return?


    1. You MUST obtain a Return Authorization Reference from HKBay.com within 10 days from the date of shipment.
      WE DO NOT ACCEPT ANY RETURNS WITHOUT A RETURN AUTHORIZATION REFERENCE.
      You will be notified by email for the Return Authorization Reference number, instructions for returns, and the return address.

    2. The item to be returned MUST BE IN NEW, UNUSED AND UNWORN CONDITION AND WITH ALL ORIGINAL PACKAGING MATERIAL.
      We DO NOT accept any returns that have any indication that the article has been worn or used in any manner.

    3. The returned items will be examined in order to fulfil term (2) requirements before any replacement or refund can be made.
      We will promptly send you a replacement or credit your account for the refund if term (2) requirements are fulfilled.

    4. The REFUND does NOT including the following charges:
      a) A 5.5% restocking fee.
      b) Shipping, handling and insurance charges, and duties, taxes, or custom fees that either you or our company have incurred.
      c) Banking fees (if applicable).

    5. FAILED DELIVERY: Shipping will not be refunded for orders returned due to refused delivery or failure to contact carrier within the intial three delivery attempts.

    All returns must be accompanied by the packing slip.
    You should insure your return as we cannot be responsible for damaged, lost or misdirected returns.
    If you paid for your order by credit card, a credit will be issued and will appear on your billing statement.

    If you are dissatisfied with your item for any reason, please contact us via email.
    Should you cancel all or part of the charges to your credit/debit card or PayPal account (called a "chargeback") without notifying us by email, you will be assessed a $35.00 administration fee, which is a fee levied by the credit card company.
    Please do not initiate a chargeback with your credit card issuer before contacting us.

    There is never a need for chargebacks as we welcome communications from all our customers and can resolve most problems efficiently and couteously and, if necessary, issue refunds within 24 to 72 hours to your credit/debit card or PayPal account, thereby avoiding the $35.00 chargeback fee.



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  5. When Will the Credit Appear On My Statement?


    A refund request takes about 7 business days to process.
    Depending on your financial institution, it may take up to 10 days or more for the credit to appear in your account.

    Please contact our Customer Service Team at sales@HKBay.com if you have any questions or concerns about your refund.



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