Dear customer, please don’t worry much about waiting. We will answer your email within 24 hrs! If you have got any problems with the products from https://store.blackview.hk, we will get you covered. Contact our customer service team, you will get a timely response and we will arrange the return and refund for you step by step with certain regular progress and process.
The whole step will be easy is our promise. We are working hard to make sure a satisfying customer shopping experience on our website, sincerely hope you are able to order from https://store.blackview.hk with satisfaction and confidence. And we believe one of the keys to giving you this experience is having a return policy that is both inclusive and forgiving.
We are trying our best to make the return progress as efficiently as possible. It is very easy to initiate a return via call, email or online message. There is no automatic order processing system till now, accordingly, the entire progress will take some time. Once we have got your requirement of return, our support team will start to process and confirm all the order details. And our confirmation, we will send you a email with a specific address, then you can package the products and send it back to us.
If the phone are broken or defective when arrived , please contact us within 14 days from the day you received the package for situation DOA - The outer packing is broken or out of shape.
(1. ) Immediately file a case upon the broken package to the courier company, and get a confirmation in a form of a paper proof with a stamp on it.
(2). Email us with pictures attached to the received items/package and detailed information to describe the issue, along with the aforementioned paper proof and case number with which we can quickly confirm the case.
(3). After verifying all the required information, we will either provide a replacement or a full refund, depending upon your requirement.-The outer packing is in a good shape while the item is not working.
We may ask you to send back the defective phone before we send you a new one or arrange the refund, on account of phones are a high value item. When you return the phone, it should come with all included accessories, such as the cable, charger and battery. If any item is missing, we will ask the customer to pay for them. We will be in charge of 50% return shipping fee only if it cost more than $15 and is also less than $40USD.
If you dislike the phone for any reasons, such as the phone's shape isn't the one you imagine, or the functions are not what you expected, you can contact us within 14 days from the day the package delivered to you. You need to offer photos or videos to show us the phone is in the same condition as when it was delivered to you, without any other damage or defective parts.
Once we have confirmed the condition that the phone should be returned to us, customers will be charged only once at shipping costs (this includes returns). We will refund the price you paid, after we have received the phone and checked the condition and the original accessories are included and without any other damages or scratches. If there are any aesthetic imperfections or missing parts, we will charge you 20% of the phone's price for restocking.
(Note: During the return shipping you are responsible for any customs charges or tariffs to return the phone to China. In these cases we will deduct the taxes we need to pay from the refund you will receive.)
If the phone is faulty within one month (counted from the date of arrival), the warranty is to resend, refund or free repair depending on the phone's problem. If the problems are caused by the phone itself we will arrange to resend or refund depending on the customer's (your) preference. We will cover the cost of the postage fee you pay to return the phone to us. The shipping fee will be refunded to the customer after the returned item has arrived in our warehouse, any further costs incurred during the return process will be at the customers' expense. Once we receive it and confirm the phone problem we will arrange a replacement or refund you.
If the problem can be solved by other ways like upgrading the system we can offer other compensation. Customers can discuss this with customer service to reach an agreement. Artificial factors such as dis-assembly, misuse, drops or falls, water damage, unofficial firmware or software modifications or any other causes of damage are not covered.
If the phone is faulty due to a manufacturing fault after one month (counted from the date of arrival) but before one year, you are eligible for free repair. Our service team will assess the problem and ask you to provide photos or videos of the issue. If approved we will send you the address and instructions to return the defective phone back to us for repair. When the defective phone has been repaired we will send it back to you with free shipping. But we will not cover the postage you paid to send the product back to us. Artificial factors such as dis-assembly, misuse, drops or falls, water damage, unofficial firmware or software modifications or any other causes of damage are not covered.
1. All customers need to confirm with our customer service or salesman about the return address and details before you send the defective phone back to us. We won't be responsible for your return if you ship it back to us according to the return address on the original parcel we sent to you.
2. Under all of the above situations any resend or refund will be made only after we get the returned items, confirm the phone is in good situation and confirm the problems are the same manufacturing or shipping problems that the customers described.
3. The shipping fee for sending the phone back to us will be paid by customers except for DOA and broken within one-month situations.
4. Please send the item back to us through local post office instead of express service like DHL, UPS, TNT, FEDEX... as it likely will incur import taxes when it reaches customs and it may also be delayed during the customs clearance process. If we can't receive the item we can't arrange a replacement or repair.
5. We advise you to put a note in the returned package that includes the following details:
1) Your order number;
2) The returned phone's name or SKU;
3) Your return reasons.
This note will help expedite our processing time.
6. If customers have difficulties in sending the phone back to such as a high shipping fee, your country forbids sending batteries out or other problems, you are very welcome to discuss this with our customer service or salesman and come to an agreement on the solution.