RETURN & REFUND
We want you to love our products as much as we do. All items we ship have successfully passed our rigorous Quality Control inspections. Our warranties ensure you have a fantastic gadget experience while giving you total peace of mind. Most items sold by 3xpress are covered by the following comprehensive product warranties.
7 DAYS DEAD ON ARRIVAL (DOA) GUARANTEE
If your item arrives damaged or defective, please follow the warranty process and contact our Customer Service Team for RMA authorization within 7 days of delivery. After returning the product to us, 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. Enjoy total peace of mind: every single purchase is 100% risk-free each time you shop at 3xpress.
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 RMA authorization. Please use good lighting, and a close to medium distance, so we can identify and verify the issue(s). Attachment size must be under 10MB for the Customer Service Team, please send larger attachments to: email@example.com.
2. After 3xpress has received the returned product and confirmed the product is faulty, the return shipping cost will be refunded based on a valsid return receipt. For example if the return shipping fee is RM20, 3xpress will refund the same amount of RM20 to the customer. If our technical team determines the item is not DOA , 3xpress will not compensate the return shipping fee. Refund requests for a return shipping fee without a valid RMA return receipt slip will not be accepted.
3. Product returns must be via one of 3xpress’s approved shipping methods.
14 DAYS UNCONDITIONAL REFUND GUARANTEE FOR UNOPENED & UNUSED ITEMS
If for whatever reason you do not want your item within 14 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.
45 DAYS MONEY BACK GUARANTEE
For most items, in the unlikely situation that your product is faulty, you can send it back to us for a refund or item exchange within 45 days of receiving it. Return shipping reimbursement is not available for this.
1 YEARS REPAIR WARRANTY
Unless otherwise noted on the product page, the default product warranty period is one year starting from the date you receive the goods, during which you are eligible for free repair. Any free repair needs to be confirmed with the manufacturer via Customer Service. Customers must pay the shipping fees for returning the item to 3xpress , while we will cover the shipping fees to send the repaired item back to the customer. If the buyer has damaged/misused the item(s), it will not be eligible for free repair, however customers can return it to us at their own cost and pay a fee for the repair. Return shipping fees will be the customers responsibility in such cases.
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. If the customer has damaged/misused the item(s), the product’s warranty is immediately rendered void. 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:
– 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 3xpress’s Support Team prior to return. Please kindly refer to the following steps in ” How to a request warranty” below. For incomplete warranty requests, 3xpress reserves the right to refuse any compensation. If the customer has returned the package without prior authorization (RMA form), sends to the wrong address, returns an incorrect item, or submits an empty package, then again 3xpress reserves the right to refuse any compensation.
4. All returns will be inspected by our technical team upon arrival. If the returned item cannot be repaired, 3xpress will offer an alternative solution.
1. The shipping fee for returning the product back to us will be paid by the customer and is non-refundable except for in 7 days DOA situations.
2. 3xpress will by default resend the item to the customer via Flat Rate 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 customer’s responsibility and are at their own expense.
HOW TO REQUEST WARRANTY (RETURN, REPAIR AND REFUND)
If your item has an issue, please first submit a ticket to our Customer Service Team(firstname.lastname@example.org)
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 code (SKU number).
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.
MISSING ITEM(S), WRONG ITEM(S) OR INCORRECT PACKAGE SENT
Please be sure to open the parcel and carefully check the contents before signing for the package.
For any issues, please carefully follow our warranty process to minimize any delays:
1. Contact our Customer Service Team with your order number and the product code (SKU number).
2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.
– If there is a 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). 3xpress will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.
RETURNS AND COMPENSATION PROCESS
This following section describes the processing time required upon receiving your returned item.
3xpress’s dedicated Customer Service agents will keep you updated on the repairs process via email.