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Refund & Return Home > support > Refund & Return

Return Policy

 

ECEEN's return policy illuminates users' rights and obligations with respect to your purchases, including important limitations and exclusions.
 
1, For all products purchased on the site, ECEEN's customers enjoy a 12-month-long product quality guarantee, under all circumstances.

2, For all products purchased on the site, Poweradd's customers can receive a refund unconditionally within 90 days since the day the product is purchased.

3, Customers shall contact ECEEN by Customer Service Express (grid@eceen.com  ) before returning any item. ECEEN will not be responsible for returned items without notifying us in advance.

4, Please keep all packaging material and partial shipment note as they're needed for returns. After mailing back the products, please be sure to provide us the tracking number of the returned package, if there is no tracking number available, a picture of shipping receipt is necessary. If neither of them can be provided, ECEEN might have to hold processing for you until the package arrived.

5, Please remember to include a note in your package indicating the following details:
your order number; SKU numbers returned and quantity; A short deion of the problem of the defective item. This note will help expedite the processing time for you.

6, Return DOA (Dead on Arrival) Item:
Any products, dead on arrival (incorrect usage excluded) within 5 days after delivery or 30 days after shipment if the delivery date is not traceable (The order shipment date and order notification are provided to you by email).
In this case, please kindly provide us with proof as below:
The photos of original ECEEN package with front and back sides;
The photos or video of the defective item;
The photos, video or screenshot showing the malfunction of the defective item.

7, Return Defective Item:
If your product (only for items without Special Warranty terms in the product deion and physical damage or incorrect use excluded) turns out to be defective:
Upon being returned, the defective item will be refunded or replaced for free. The products get damaged (physical damages and damages caused by incorrect usage excluded) within 30 days after shipment (The order shipment date and order notification are provided to you by email). Customer may mail the products back to us. Full refund or replacement plus shipping cost reimbursement will be issued to you upon receipt of shipping proof (available tracking number or a screen shot of shipping receipt).
After returning the defective product, please kindly provide us with proof as below:
Photos of the front and back of the packaging envelope or box;
Photo, video, screenshot, or deion of the defective item;
Photo, video, screenshot, or deion of the defect or defective area.

8, Return Incorrect Item Received:
If the item you received is completely different from the one you ordered, please contact us via our Customer Service Express and provide us the picture proof of the error. If return is necessary, replacement plus shipping cost reimbursement will be issued to you on receipt of return proof. Please be sure that the incorrect item you return is in the original package and the merchandise is in the same condition in which it was received.
After receiving the incorrect product, please kindly provide us with proof as below:
The photos or video of the incorrect item;
The photos, video or screen shot showing the malfunction of the defective item.

9, If customers return a certain item 30 days after receiving the item, customers have to cover the shipping fee for returning it. So ECEEN suggests that customers shall return items within 30 days.

10, ECEEN reserves the right to make changes and/or improvements to the return policy. Any changes will be updated on the forum/Policy Page/HELP section to keep the customers informed.

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