Warranty & Return Policy
7 Day Dead on Arrival (DOA) Guarantee
If the item(s) arrives damaged or is not working, kindly follow the warranty process and contact us via [email protected] for return within 7 days of the order being received. After returning the product to the address provided by our Support Center, we can send you a new item free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund.
1. Customers must first send a clear photo or video of the damaged or defective product and the shipping packaging before we can consider issuing authorization.
2. After elebrilliant has received the returned product and confirmed the product is faulty, the return shipping cost will be refunded based on a valid return receipt. For example if the return shipping fee is 20 USD, elebrilliant will refund the same amount of 20 USD to the customer. If our technical team determines the item is not DOA , elebrilliant will not compensate the return shipping fee.
3. Product returns must be via one of elebrilliant approved shipping methods; our Support Center can provide you with further details.
30 Day Unconditional Refund Guarantee for Unopened & Unused Items
If for whatever reason you do not want your item within 30 days of receiving it, you may also contact us for a return and refund. Kindly note that in such cases the return shipping fee is the customers responsibility and is non-refundable. Items MUST be returned in their original packaging, unused and unopened in order to qualify for a product refund.
Note that the returns shipping fee is non-refundable and products must be returned unopened and unused for a refund.
45 Day Money Back Guarantee
For most items, in the unlikely situation that your product is faulty, you can send it back for a refund or item exchange within 45 days of receiving it. Return shipping reimbursement is not available for this.
Missing item(s), wrong item(s) or incorrect package sent
During delivery, please make sure the package is in good condition (no sign of being opened) and confirm the contents before signing the package.
For any issues, please contact us and follow our warranty process:
1. Provide your order number and the product name (SKU number).
2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.
Possible Solutions after the problem is confirmed by elebrilliant:
If there is an item missing, we will resend the missing item/accessory for free within the warranty period.
If we have shipped the wrong item, we will either refund you in full or dispatch an alternative item (if applicable and available). Elebrilliant will decide whether you need to return the wrong product or not and reimburse you for the return shipping fee when we receive it.
Warranty Exemptions and Notes
1. Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer's responsibility and is not covered by our warranties.
2. The product warranty will be immediately invalidated if the customer damages or misuses the item(s). No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.
The customer voids the warranty if they:
- Flash the firmware of a device or root a device
- Open the body in an attempt to fix the device
- Modify, remove, customize, or swap parts of the product
- Use the device in a way that it is not originally intended for
- Continue to use the item once a fault occurs and causes more damage
3. All returns must first be authorized by elebrilliant Support Team prior to return. Please kindly refer to the following steps in " How to a request warranty" below. For incomplete warranty requests, elebrilliant reserves the right to refuse any compensation.
1. The shipping fee for returning the product back will be paid by the customer and is non-refundable except for in 7 day DOA situations.
2. During the return shipping, customer is responsible for any and all customs charges, duties or tariffs during the items return to our warehouse. In these cases we will deduct the customs fees from your authorized refund amount.
3. Elebrilliant will by default resend the item to the buyer via Standard Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.
4. In case of any misuse, any and all repairs, accessories and shipping fees, both ways, are fully the buyer’s responsibility and are at their own expense.
5.If the customer has returned the package without prior authorization, sends to the wrong address, returns an incorrect item, or submits an empty package, then again elebrilliant reserves the right to refuse any compensation.
How to Request Warranty (Return, and Refund)
If your item has an issue, please first submit a ticket to our Support Center via [email protected]
Please carefully follow our warranty process to minimize any delays:
1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product name.
2. Tell us what steps you have already taken to resolve the issue.
3. Provide the item code indicated on the outer packaging.
4. Send a clear photo or video showing the defect(s); these should be taken under good lighting.
NOTE: Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s). We will always do our very best to help you. Thank you in advance for providing all the information stated above.
Returns and Compensation Process
If you have any after-sales issues, please contact our Support Center via [email protected] directly and they will offer you a solution according to your case. They will confirm whether you need to return the item and to which address you may return it to.
The following section describes the processing time required upon receiving your returned item.
For exchanges, the processing time for the exchanged item will be between 3-6 business days, upon receiving your item back and depending on stock availability.
For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this, the refund time will depend on the payment method. Please see below for details:
-PayPal refunds may take up to 48 hours to process and appear in your account.
-Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.
This elebrilliant has the final right of interpretation.
For more help, please feel free to contact us by e-mail. Once receiving your mail, our customer service representatives will respond as soon as possible.
- Email: [email protected]
- Address: Room 104, Building 44, Zone A, Xinxing Industrial Zone, Shutianpu Community, Matian Residential District, Guangming District, Shenzhen, Guangdong Province, China