After-Sales Policies

After-Sales Policies

We promise to return or replace the products within 15 natural days from the date of sale (subject to the actual date of receipt) if the following conditions are met. If the customer purchases from the authorized distributor of ZHIXUN, please contact the customer directly with the dealer to handle the return and exchange matters; If the customer purchases from the official store, please contact the after-sales team.

1. If one of the following conditions is met, the user may request to return the product

Within seven days after the customer receives the goods, the products have no manufacturing defects, the outer package, accessories, gifts and instructions are complete, and there is no human-made damage, which will not affect the secondary sales;
The customer shall, within seven natural days upon receipt of the goods, find visible manufacturing defects when the goods are not in use;Products after a replacement but there are still no – human-caused quality problems.

2. Under any of the following conditions, we have the right to reject the customer’s request for return

Claims for product return after seven natural days (calculated from the date of receipt);
Unable to provide legal purchase certificates or documents, or forged or altered documents;
Incomplete return and exchange products, incomplete outer packing, accessories, gifts, instructions, or product appearance caused by human contamination;
Tear and alter labels, machine serial Numbers, waterproofing marks, anti-counterfeiting marks, etc.;
Product collision and burning caused by non-product quality problems, as well as artificial modification, foreign body (water, oil, sand, etc.), improper installation, failure to follow the instructions and improper operation caused by quality problems;
Product damage caused by force majeure, such as fire, flood, lightning, traffic accident, etc.;
We have contacted xun for after-sales service and confirmed the return service. We have not sent out the corresponding items within seven natural days.

3. If one of the following conditions is met, the user may request a replacement

The customer shall, within 15 natural days upon receipt of the goods, find visible manufacturing defects when the goods are not in use;
The customer shall, within 15 days after receiving the goods, unpack the products according to the instructions or under the guidance of the technical personnel, fail to start the products normally, or find non-human product quality defects;
Human factors after a replacement do not cause the quality of the goods;
When the customer receives the goods, unpack and inspect the goods in front of the delivery man.
There is a marked discrepancy between the goods received and the description of the products.

4.We have the right to refuse the customer’s request for replacement under the following circumstances

Requests for replacement made after 15 natural days (counting from the date of receipt);
Unable to provide legal purchase certificates or documents when replacing the goods, or to forge or alter the documents;
Incomplete return and exchange products, deficient outer packing, accessories, gifts, instructions, or product appearance caused by human contamination;
The goods have been inspected by the technical support department of China express, and there is no quality problem.
Product collision and burning caused by non-product quality problems, and product quality problems caused by artificial refitting, foreign matter (water, oil, sand, etc.), improper installation, failure to follow the instructions for use and operation;
Tear and alter labels, machine serial Numbers, waterproofing marks, anti-counterfeiting marks, etc.;
Products damaged by force majeure, such as fire, flood, lightning, traffic accidents, etc.;
After contacting the customer service department and confirming the replacement service, the products have not been sent out within 15 natural days;
Proposing to replace the goods due to the damage caused by transportation but failing to provide the certificate of destruction issued by the transportation company;

5. Return and exchange instructions

About the refund time
Local credit card/debit card/Alipay refund will be transferred to the issuing bank within ten working days after receiving the return. Please contact the issuing bank for enquiries.
International and Visa/Master credit card refunds. Refunds will be transferred to the issuing bank within 1 to 2 weeks.
Please contact the technical support personnel of Sichuan, and carry out the replacement operation under the guidance of the technical support personnel.
About the replacement time: we will send the replacement items within two working days after we receive them.