Return Policy

Please note that we do not provide international-to-China shipping services, nor do we have any overseas repair or return warehouses. Therefore, we do not accept full device returns or exchanges under the following circumstances:

Non-returnable & Non-refundable Situations

  1. If the device malfunction cannot be proven to be caused by a manufacturing defect (valid unused unboxing video or inspection report is required), we do not accept returns or refunds for international orders.

  2. We do not accept refund requests based on “product not as described.” Please carefully confirm the product model, specifications, and description before placing your order.

  3. Once the order has been shipped and is in transit, we do not accept refund requests based on “item not received.”

  4. If you are not satisfied with the product, you may return it to China at your own expense only if the product is unused and unopened. We do not have overseas return warehouses and do not offer prepaid return shipping.

  5. If a feature is missing or not fully optimized due to software limitations but can be provided or improved through future system updates, no refund will be issued.

  6. If a parcel is lost, destroyed, or returned due to recipient-related delivery issues — including but not limited to incorrect or unclear address information that cannot be identified via Google Maps, failure of the local courier to locate the address, recipient being unavailable or unreachable, or failure to collect the parcel from a pickup point within the required time — and we have already notified the recipient by email, we will not provide refunds or reshipment.

 

We Are Not Responsible for the Following Situations

  1. Devices showing signs of use or human-caused damage, including but not limited to drops, water damage, overheating, use of third-party tools, flashing, or unauthorized software modifications.

  2. Missing or invalid proof of purchase.

  3. Lack of clear unboxing video evidence to prove that the product was defective upon arrival.

  4. Devices that have been used for more than one month after delivery.

  5. Refund or return requests based on carrier or network incompatibility.(We strongly recommend confirming supported bands with your carrier or contacting us before purchase.)

  6. Products purchased from unauthorized websites or sellers.

  7. Unauthorized disassembly, repair, or modification of the device.

  8. Due to customs regulations in certain countries or regions, DDP (Delivered Duty Paid) shipping service may not be available. In such cases (for example, Brazil), all customs duties, taxes, additional fees, or required documents must be handled and paid by the recipient, even if customs requires payment after shipment.

  9. If the recipient refuses to pay the required customs charges or submit the necessary documents, and the parcel is destroyed or confiscated by customs as a result, we will not provide any compensation, refund, or replacement.

  10. If customs returns the parcel to China, a refund will only be processed after we receive the returned item and confirm that it is complete and undamaged.

  11. Any additional fees, documentation requirements, delays, or consequences caused by customs inspections, random checks, or local customs regulations must be handled by the recipient at their own responsibility. We are not responsible for these costs or outcomes.


Warranty & Repair Services

If you receive a product with a manufacturing defect or shipping damage, please contact us within 15 days of receipt and provide the following:

  • Proof of purchase and product serial number.
  • Clear photos or videos showing the issue.

Depending on the situation, we may offer: partial refunds, free or paid replacement parts, and repair guidance.

For software or hardware-related issues, we will provide remote troubleshooting support. If the issue cannot be resolved and is confirmed to be a hardware defect, you may choose to:

  • Provide video evidence proving the device cannot be restored to normal use following our support instructions
  • Provide a hardware inspection report
  • or Return the device to China at your own expense for inspection. After inspection, we will determine whether to repair, replace, or refund the device, and reimburse prepaid return shipping only if applicable.

We do not have international repair centers. If repair is required, the customer must bear the cost of shipping the device back to China (shipping costs may be high).

For common repairable issues such as screen or battery damage, we can provide original replacement parts (additional charges apply) along with instructions and remote technical support.

We are not responsible for any device failures or secondary damage caused during customer self-repair.

Contact Us
For any after-sales inquiries, please reach us at service@aiphor.com