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After-sales Service Polices

After-sales Service & Return Polices

PART Ⅰ - LIMITED WARRANTY

Part Ⅰ – Limited Warranty 
Part Ⅱ – General Terms

 

These Tronxy After-Sales Policies (these “Policies”) only apply to Tronxy products you purchased from Tronxy Official Website or Tronxy Direct Store on site such as eBay, Amazon, AliExpress. For purchases made through Tronxy’s authorized resellers, please contact them directly. Products sold by Tronxy or Tronxy authorized resellers come with their own unique security code that you can find on the product listing or contact us with your order receipt for confirmation.

What is Covered

Under this Limited Warranty, Tronxy warrants that each Tronxy product that you purchase will be free from material and workmanship defects under normal use during the warranty period. The warranty period for different products and parts vary, please contact our service team to verify the duration of the warranty for your particular product or parts. The warranty period for a product starts on the day such product is delivered, unless otherwise agreed upon between you and Tronxy.

This limited warranty provided by the manufacturer in no way affects a potential statutory warranty provided by law.

How to Obtain Warranty Service

If a product does not function as warranted during the warranty period, you may obtain after-sales service by contacting us through and let us know what we can do to help you. It may save you time to first troubleshoot issues by going to our FAQ page or looking at Instruction Manuals before filing a warranty claim.

What Will Tronxy Do

Tronxy will attempt to diagnose and resolve your problem by e-mail. Tronxy may direct you to download and install particular software updates.
If your problem cannot be resolved over the e-mail or through the application of software updates, Tronxy will arrange for accessory replacement if the problem falls under this Limited Warranty. 

For quality-related warranty claims, items will be replaced with a factory refurbished model of equal value when available, otherwise a new item will be sent. Warranties on all replacements follow the same warranty timeframe of the original defective item.

* Warranty period may vary according to local laws and regulations.

The use of personal contact information

By obtaining after sales service under this policy, you authorize Tronxy to store your contact information, including name, phone number, shipping address and email address. We will protect the security of your information.

 

Part Ⅱ - GENERAL TERMS

Tronxy guarantees that, subject to the following conditions, Refund Service, Replace Service and Warranty Repair Service can be requested. Please contact Tronxy or your authorized Tronxy dealer for more details. You will be required to fill out a refund or repair form, which should be sent to us along with the product.

Request Return Service

√ Within seven (7) calendar days of receiving a product if the product has no manufacturing defect and is still in new condition.
√ Within seven (7) calendar days of receiving a product if the product has a manufacturing defect. 
√ Over fifteen (15) calendar days of receiving a product if the product has a defect, and the return shipping cost must be covered by buyer.

Return Service will not be provided where

× It is requested beyond seven (7) calendars days of receiving a product.
× A product sent to Tronxy for Return & Refund Service does not include all original accessories, attachments or packaging, or any item is not in new or like-new condition, i.e. with cracks, dents or scratches.
× A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.
× Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.
× Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration. 
× Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds or lightning strikes.
× A product is not delivered to Tronxy within seven (7) calendar days after Refund Service confirmation is sent from Tronxy.
× Other circumstances stated in this policy.

Request Replacement Service

√ Within fifteen (15) calendar days of receiving the product if the product has sustained a substantial damage in transit, provided always that the damage proof issued by the carrier can be provided to Tronxy. 
√ Within fifteen (15) calendar days of receiving the product if the product does not match the original description of the product in one or more significant respects. 
√ Within fifteen (15) calendar days of receiving the product if the product suffers performance failure.

Replacement Service will not be provided where

× Service is requested more than fifteen (15) calendars days after receiving a product.
× Legal proof-of-purchase, receipts, or invoices are not provided, or are reasonably believed to have been forged or tampered with. 
× A product sent to Tronxy for replace does not include all original accessories, attachments and packaging, or contains items damaged by user error. 
× A product is found to have no defects after all appropriate tests are conducted by Tronxy. 
× Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.
× Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration. 
× Damage is caused by uncontrollable external factors, including fires, floods, high winds, or lightning strikes. 
× Received product has not been sent back to Tronxy seven (7) calendar days after replacement confirmation from Tronxy.
× Proof of damage during transit issued by the carrier cannot be provided.
× Other circumstances stated in this policy.

Shipping costs must be covered by buyer in the following situations

√ Returning products for any reason other than a proven defect

√ Buyer’s accidental returns

√ Returning personal items

√ Returning items claimed to have defects but found by Tronxy quality control to be in working condition

√ Returning defective items in international shipping

√ Costs associated with unauthorized returns (any returns made outside of the approved warranty process)

Part Replacement for Quality-Related Issues

All quality-related defects on items sold directly by Tronxy are covered by an extensive warranty, starting from the date of purchase. Replacement part provided by Tronxy may not be new, but it will be in good working order and at least functionally equivalent to the original product or part’s warranty. A replacement part shall be covered for the time remaining in the original product’s warranty.

What to Do Before Obtaining After-Sales Service

√ Buyer must provide sufficient proof of purchase 

√ Tronxy must document what happens when buyers troubleshoot the product
√ The defective item’s serial number and/or visible proof depicting the defect are required
√ It may be necessary to return an item for quality inspection

 

Valid proof of purchase:

 

  • Order number from online purchases made through Tronxy or Tronxy’s authorized resellers
  • Sales invoice
  • Dated sales receipt from an authorized Tronxy reseller that shows a description of the product along with its price

Please note more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to).