Warranty and Return

In order to improve the service quality provided and to help our valued members to provide better services for their customers, the terms of the After Sale Service provided are as follows.

Note: the following terms refer to the policy and instructions of the After Sale Service,  and how distributors engage with customers.

1. Return/refund due to product quality issue

1) If non-3C products have quality issue or cannot be used or missing accessories, you can submit a refund or a replacement request within 15 days after signing.

2) If the 3C product is arrival damaged or cannot be used or missing accessories, you can submit a return request within 30 days after signing. Please return all accessories included in parcel, such as cable, charger, battery. If lacking accessories or other parts, you need to make relevant compensation.

3) 3C products includes tablet, mobile phone, computer, consumer electronics, watch and host.

It requires you to feedback issues within the date of after-sales period, otherwise we have reason to believe that the product problem is damage artificially, and after-sale services will not be offered.

2. 3C product warranty policy

1) 3C products enjoy one year free warranty from the purchased date.

2) Customers need to pay the shipping fee for the returned items.

3) No free warranty for the following conditions.

Exceeding one year warranty

Buyer damaged/misused goods

3. Shipping insurance

1) When placing an order, if it's necessary, you can buy the shipping insurance, the charge is 2% of the total amount of the order.

2) If you purchase the shipping insurance, when you choose the logistics method other than the Surface mail and Ail mail or third-party platform logistics, the packet loss or damaged situation occurs, undertakes after-sales service and reissue items, after verification.

 

4. Evidence is needed to after-sale service

1) Customers must first send a clear photo or video of the damaged or defective product and the shipping packaging and before we can consider issuing RMA authorization. Please use good lighting, and a close to medium distance, so we can identify and verify the issue. Attachment size must be under 10MB for the Support Center, please contact with us.

2) Only offering screenshots of customer dispute refunds, can not prove that it must be a product quality issue, and we will not provide after-sales service.

The following information is required and format is as followed:.

Order number:

Shipping method + tracking number :

Product SKU :

Specific description of issue:

Customer requirement:

5. Returned shipping fees

1) If it's product quality issue within the valid warranty period (3C products: 30 days, non 3C products: 15 days), returned shipping fees are undertaken by us.

2) If it's product quality issue, but it exceeds the valid warranty period(3C products: 30 days, non 3C products: 15 days), the shipping fee of returning and exchanging products shall be undertaken by the customer.

6. After-sale service -Return process

We will do our best to ensure that the products delivered to our customers are good. If you receive a defective product, please follow the steps below to apply after-sale service.

1 ) Contact the online customer service staffs or submit a ticket to request a return, detail the issue and provide a photo or video of defective product.

2 ) Return the items and include all source packaging and accessories in the returned package, after the return application is approved.The return address is based on proximity principle. Currently we have return warehouse in USA, Hong Kong, Shenzhen, Spain.Orders from China can be returned to US warehouse.

3 ) Tracking number / URL / return shipping fees/ shipping receipt / logistics information image of returned package can be informed customer service staff by email or live chat.

4 ) We will process the refund within 3-7 days after receiving package. Once refund successfully, you will receive a confirmation email.

7. After Sale Services for Received Products

(a)Quality problem: Flaws caused during production and shipping process. Due to extreme discounts on all our items, we cannot offer After Sale Services for products with less than 10% damage/defect.For example,some products may have a small scratches on the plastic product or the package box has a bit of squeeze,but does not affect the use

(b)Problem of fittings: fittings are damaged, defective, or missing.

After any evidence provided has been verified by us: for problems that can be resolved by the buyer, we can refund the cost only if the cost is below the product cost; for problems that cannot be solved by the buyer or the cost exceeds the product cost, we can provide either usable fittings or refund following a product return (RMA). The order amount will determine how the situations listed are resolved.

(c) Orders are left unattended or mistakenly shipped: resolution based on order amount.

• Orders left shipped: Check the package weight of the order to confirm, the solution should be provided between buyer and customer assistance through clear and professional communication.
• Orders mistakenly shipped: Check order SKU and SKU of the received package to confirm, the solution should be managed between buyer and customer assistance through communication.

(d) Damaged during shipping

• Package damage: it cannot be handled if product is functional.
• Product damage: it cannot be handled if product is functional and the damage amount is below 10%.For example,some products may have a small scratches on the plastic product or the package box has a bit of squeeze,but does not affect the use

The following chart outlines the solution handling outcome for the After Sale Issues listed above.

√ denotes a solution that is available while X indicates that no solution is available.

Note: shipping method should be same as original shipping method based on price (e.g. post insured for post insured, surface mail for surface mail, etc), we does not pay for shipping if a buyer returns a product.

Buyers need to complete an RMA Return Form when returning products ; refunding or resending products can only be actioned after the warehouse confirms product receipt.

Types of IssuesSolution		Partial Refund	Products Refund	fittings Resupply	Refund After Return	Product Resupply ( Bulwark pays for Shipping)
Quality Issue		√	√	√	√	√
Fittings & Parts Issue		√	√	√	√	X
Product Left & Mistakenly Shipped		√	√	√	√	√
Damage during shipping	Package damage	√	X	X	√	X
	Product Damage & Flaw(Extent & Scale exceeds 10% of (product or) Inoperative Product)	√	√	√	√	√
Wrong description	Product is different from words and pictures on product detail page	√	√	√	√	√

8. Custom Clearance

For custom clearance, respective responsibility needs to be clarified between the buyer and our company.

(a)Tariff claim: tariff is claimed by local customs based on local policy, and specific to different countries and states, so buyers are responsible for payment. Since it is clearly out of our control, we do not classify this as an After Sale Issue.

(b)Package destroyed by customs or cargo agent: we are not responsible if buyers reject or contest tariff claim or attempt to import products prohibited in their state, country, or region.

(c)We are not responsible for products that cannot go through/clear customs due to lack of product qualification; buyers need to clearly state what qualification issues are involved.

Note: Members are solely responsible for checking (a) if sensitive product(s) can be shipped to the destination before dispatch and (b) whether the product requires any specific credentials/declarations.

9. Types of After Sale Services available for products not received

(a) Yet to be received: Buyers are informed by Customer Service staff; we are not liable for packages that have been returned or destroyed that have not been dealt with in time.

(b) Abnormal delivery: Buyers are informed by Customer Service staff, we are not liable for packages that have been returned or destroyed that have not been dealt with in time.

(c) Failed to deliver: Buyers are informed by Customer Service staff, we are not liable for packages that have been returned or destroyed that have not been dealt with in time.

(d) Exceeded shipping time limit, refunded by platform dispute: If the package has not been received 60 days after the sale, the package is declared missing.

(e) Package delivered, buyer reports not received: buyer needs to obtain proof that the “package has not yet arrived” from their local post office and send the proof to us for further checking.

(f) No shipping update: over 15 days since the sale have elapsed without a shipping update, shipping status with order number will be checked, if the order has still not been received after 60 days, after sale arrangements can be approved for the above situation.

(g) We are not responsible if the buyer refuses to receive and accept a package.

(h) The missing package condition is not applicable to surface mail and air mail as well as package checks. Products shipped by Flat ship are not offered after-sale service, when the parcel is lost even if the customer purchases shipping insurance.

The following chart outlines the solution handling outcome for the After Sale Issues listed above.

√ denotes a solution that is available while X indicates that no solution is available.

Package Shipping IssueSolution	Refund the product cost	Resending the product
Yet to received	X	X
Abnormal delivery	X	X
Failed to deliver	X	X
Exceeded shipping time limit, refunded by platform dispute	X	X
Package delivered, buyer reports not received	X	X
No shipping update	X	X
Buyer rejects package upon arrival	X	X
Not received 60+ days after dispatch, unusual shipping update	√	√

If a package has been returned due to the above shipping problems, we will provide refund to buyers only after the package has returned to our warehouse; we are not liable for packages that go missing or have been destroyed in transit.

10. Returned by shipping

(a)Overseas package return: items not received (see Term 9 above), including packages that have been returned, abandoned or destroyed, will be dealt with according to the terms and conditions:

☆ Overseas return:

If you need to resend and there is a return shipping fee, then you need to pay two shipping costs. The shipping cost = Return shipping the item to us + Cost of resending to customer; If there is no any return shipping fee,you just need to pay cost of resending shipping.

If you don't want to resend and just need refund,the refund you will receive = Price paid for product - Return shipping fee

(b)Domestic packages returned: domestic packages returned due to address issue, security check, etc. These situations will be handled either by resending or refund:

☆ Resending will use a shipping carrier at equivalent cost: for instance, post insured for post insured, surface mail for surface mail, etc.

☆ Refund amount = price of product – shipping cost.

Exemption Disclaimer

The following conditions are exempt from receiving After Sale Services:

Incorrect address provided by buyers; buyers who cannot provide evidence that meets the threshold of proof and who do not intend to return the product for testing; buyers who ask for resends, resupply and return, refund overdue; product shipped, situations caused not by quality issues and/or not our responsibility, buyers who provide subjective/unacceptable reasons to ask for refund. Please kindly contact our customer services for further information.