Warranty and Return

1. Cancellations

We only accept cancellation requests within 6 hours from the placing time. Every cancellation request which is raised later than 6 hours from the purchasing time will not be accepted.

 

All the order information will be sent to our fulfillment department to process after 3 hours so if you cancel your order in the first 3 hours, your order will be fully refunded.

 

For other later refund requests within the later 3 hours, please be informed that the cost for processing your order in this time (including printing shipping label fee, packaging fee,...) which cost 30% of your order value will not be refunded.

 

2. CHANGE ORDER INFORMATION POLICY

 

If you realize you have made an error in shipping address or purchasing, simply e-mail us as soon as possible. We will support you to correct the information.

 

Please be noted that: we can only change your order information within 24 hours. You, the customer will void any replacements or refunds if correct shipment information isn't provided within 24 hours.

 

Please check the order confirmation email which is sent to you right after your order is placed to check all the information.

 

Note:

In case you want to change product(s) in your order or cancel an order to re-order for the other item(s) from our store, we will not refund you directly by the original payment method. Instead, we will provide you with a discount code having the same value as the old(cancelled) order.

You can apply the code to deduct the price of the new order. Please note that the value of the new order should be higher than the old (cancelled) order’s. If the price of the new order is lesser than the old (cancelled) order, we are sorry that we can not refund the rest value of the discount code.

 

3. Products Warranty

Warranty: the guarantee of our most products is one year. Before shipping out, all goods have been double verified by Moden Family . Our test engineer will check for quality, including check the basic function of the hardware and software, the appearance, the packing, the necessary accessories and power adapter plug standard.  After finish quality check,our QC stuff will carefully do quality check and paste our own QC label in the form of month/date/year on every product.

 

If you have any using problem of the products which buy from Moden Family , please feedback to us first, and we will discuss the issue with you. Via our technical support, we can dig out your using problem via our technical support in most of cases.

 

Lost Products: If products get lost in delivery, or you still do not get your item for a long time, please contact our customer service timely. We will deal with this ASAP. Please do not deal with it all by yourself, we want you communicate with us. Usually, we will provide tracking number and tracking link timely. If products get lost on the way and we get confirm from couriers, we will arrange redelivery for your products. If you want ship it through express, then you need to pay express shipping fee.

 

4. Return Policy

4.1. In which situation we accept the return

4.2. In which situation we do not accept the return

4.3.Return for exchange item

 

4.1. In which situation we accept the return

 

We promise to obey the return policy when the item has the problem bellow, but you must sent back the item after we knowing your problem and what you want us to do.

 

First, the product have quality problem. It can not work once you receive it or it encounter crash in delivery causing you can not use it. This situation we will return full refund.

 

Second, in some particular situation, our return policy can be open for you after our customer service learning your particular problem, and in this condition we will charge you 10% handling fee.

 

Third, you order a wrong item and negotiate with our customer service to exchange for a right product, this exchange policy is also for you. But you need pay the shipping cost to us as well as return to you.

 

Fourth, if we miss-shipped the items, we will be responsible for an item exchange and any shipping fees. If you choose this, you can also return the product and get a full refund plus the shipping and handling fee, but you must make sure to sent it back through ordinary airmail.

 

4.2. In which situation we do not accept the return

 

Please check detail before you purchase on Moden Family. If you have any doubt, please check with our customer service, you can get our customers service information from our website.

 

First, If you order wrong item by yourself, or you found it is not you want to order (not quality problem), we will not provide return policy to you, please aware of this.

 

Second, If the item is damaged by yourself, we can not provide exchange service for you. But you can return for repair.

 

4.3.Return for exchange item

 

When exchange for free: If your products encounter crash in delivery, we will exchange it for free for you and undertake the shipping cost for you ship item back to us through simple airmail.

 

Mis-ordered products: If you order a wrong item and plan to exchange for you want, then just contact our customer service for help,if we can exchange for you, you need to pay the shipping cost to us as well as return to you.

 

Physical Damaged Items: If the item is damaged by yourself, we can not provide exchange service for you. But you can return for repair.

 

What you do before returning for replacement: you need contact our customer service to tell us your problem. What's wrong with your item and what you want us to do for you.

 

Returning shipping options: after confirming your items is under our policy of returning, we please you use simple airmail to ship item back to us. NO DHL, UPS, TNT, Fedex or any other express.

 

How we will do after receiving your return: you need keep touch with us to make sure we get it. After checking the item, we will arrange a replacement for you and we will inform you when everything is done. Please remember to check your email from time to time.

 

Notice for shipping options: When you confirm to return the items to us, please use ordinary airmail or EMS to return it, and write ship to the address our customer service provides. Please do not use DHL, UPS, FEDEX and TNT or any other courier, because we can not get your return item, we will not responsible for that.

 

5: Contact Us

Contact us at yiyepaopin@aliyun.com

We strive to respond within 48 hours to all emails.