REFUND & RETURN POLICY
RETURN / REFUND POLICY
15-Day Refund Policy
anbernic.com products can be refunded within 15 days after the delivery date(only available in US, EU,Canada，Australia，U.K.，Japan.Return and exchange services are not yet available in other countries.).Once the item is returned to Anbernic warehouse for inspection,the refund process will begin in 3 working days.Refunds will be credited within 5-10 working days.
1. The range of destination countries that support returns:
US, EU,Canada，Australia，U.K.，Japan.
2.Refund Process
- Submit a ticket for a refund.
- Anbernic support will reply within 1 working day（After-sales support about product warranty service will usually reply within 2 working days,usually customer support during the weekend will be delayed until Monday）.After reaching an agreement, you will be given the required information (such as a Return Merchandise Authorization or return address)
- Return the goods
- After the goods are received,Anbernic support will arrange a refund within 3 working days.
Notes:
-Returns must include all accessories -Items must include original packaging.
3. Return or exchange for customer's personal reasons
a. Return period: within 15 days
If the customer needs to apply for a return due to personal reasons, you can contact Anbernic official customer to request a return address for further return instructions service within 15 days after receiving the product . Please note:In this case, we cannot request an RMA（Return Merchandise Authorization） for you. Customers are responsible for shipping costs for returning product.If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
We will not accept returns or exchanges for any reason if more than 15 days have passed since the product arrived.
b. Return costs: 25% of the order amount
*(If the return costs is less than $35, it will be calculated as $35)
Return costs are borne by the customer and it will be deducted from the refund.
c. Return Conditions: Returned products must be in new, unused condition and include the original box and/or packaging with all tags included.
4. Return and exchange guide for defective products
a.For products that are initially defective (non-human damage), in principle, we provide a service of sending replacement parts for repair free of charge. If the replacement parts cannot be repaired, customers can apply for a return.Please contact Anbernic official customer service within 15 days for returns and exchanges, we will provide return and exchange services for free, and customers do not need to pay any fees.For the destination countries that do not support return service, Anbernic will provide the service of sending replacement repair parts and compensation or refund according to the actual situation.All returns items are required to have a Return Merchandise Authorization (RMA) number in the package. Customers may request an RMA number（only available in US） by contacting the official Anbernic customer service within 15 days for further return instruction.
We will not accept returns or exchanges for any reason if more than 15 days have passed since the product arrived.
*Note: Various defects caused by system reasons (including screen abnormalities, failure to boot, etc.) that can be repaired by updating the system do not belong to the initial defects of the product
b. Commodity warranty period: 12 months. (Within 12 months after the customer receives the item)
Product warranty coverage:malfunctions caused by defective products.Man-made damage is not covered under warranty. Defects that can be fixed by updating the system are not covered by the warranty.
Due to our stringent sourcing and QC processes, the fault rate on products shipped out is very low. However, sometimes faults develop which couldn't be detected before.
For faulty products more than 15 days from receipt and within the 12-month warranty period,we only support to provide replacement repair parts for free.
5. Time limit for exchange
We will ship the new products within 3-5 working days after receiving and confirming the returned products, please refer to the shipping policy for the delivery time.
6.Mailing address about return
The mailing address will be provided by Anbernic official customer service after submitting the return request.
Submit a ticket：https://support.anbernic.com/support/tickets/new
Customer service email address：contact@anbernic.com
7. Refund
We will issue the refund to your original payment method within 3-5 business days after the returned products are receipted.
8.Important notice
*In What Situations Are Returns/Compensation Not Approved?
- Unapproved returns or returned products not processed through anbernic.com RMA procedure;
- Products whose warranty period has expired;
- Received returned products that are damaged because of inadequate return packaging;
- Products that were originally approved for return through our RMA procedure but have been confirmed by our QC engineers to be not broken and actually well-functioning after testing, shall not be returned to the buyer unless the buyer pays return shipping;
- Physically damaged or broken products caused by misuse or mishandling, subjects to manufacture technical test result.
*For return back the defective products to us, we suggest customers:
-Pack the products well and add more bubble paper into the package to well protect it during transportation to us.
-Please use the mailing method notified by Anbernic official customer service to return the product, not DHL, UPS and another express shipping way to send back the product to us.
-Write a letter in the package. Write down your order ID, your name and the reason why you send back the product to us.
-Tell us the tracking number after sending out the product to us. This will help us to follow the parcel.