7 Day Dead on Arrival (DOA) Guarantee
If your item arrives damaged or is not working, please follow the warranty process and contact our customer service for RMA authorization within 7 days of the order being received. After returning the product to the address provided by our support team, we can send you a new item free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund. Enjoy total peace of mind: every single purchase is 100% risk-free each time you shop at IOISMART.
1. Customers must first send a clear photo or video of the damaged or defective product and the shipping packaging 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(s). Please send attachments to: [email protected].
2. After IOISMART has received the returned product and confirmed the product is faulty, the return shipping cost will be refunded based on a valid return receipt. For example if the return shipping fee is 30 USD, IOISMART will refund the same amount of 30 USD to the customer. If our technical team determines the item is not DOA , IOISMART will not compensate the return shipping fee. Refund requests for a return shipping fee without a valid RMA return receipt slip will not be accepted.
3. Product returns must be via one of IOISMART’s approved shipping methods; our customer service can provide you with further details.
30 Day Refund Guarantee for Unopened & Unused Items
Returns in new condition with original packaging and accessories(unopened and unused) will receive a refund.
Returns must include the receipt or invoice as proof of purchase, as well as a copy of the RMA (Return Merchandise Authorization) issued by IOISMART.
Kindly note that customer is responsible for return shipping charges.
45 Day Money Back Guarantee
For most items, in the unlikely situation that your product is faulty, you can send it back for a refund or item exchange within 45 days of receiving it. Return shipping reimbursement is not available for this.
One Year Repair Warranty
Unless otherwise noted on the product page, the default product warranty period is one year starting from the date you receive the goods, during which you are eligible for free repair. Any free repair needs to be confirmed with the manufacturer via Customer Service. Customers must pay the shipping fees for returning the item accordingly, while we will cover the shipping fees to send the repaired item back to the customer. If the buyer has damaged/misused the item(s), it will not be eligible for free repair, however customers can return it at their own cost and pay a fee for the repair. Return shipping fees will be the customers responsibility in such cases.
Warranty Exemptions and Notes
1. Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer’s responsibility and is not covered by our warranties.
2. If the customer has damaged/misused the item(s), the product’s warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.
The customer voids the warranty if they:
– Flash the firmware of a device or root a device
– Open the body in an attempt to fix the device
– Modify, remove, customize, or swap parts of the product
– Use the device in a way that it is not originally intended for
– Continue to use the item once a fault occurs and causes more damage
3. All returns must first be authorized by IOISMART’s Support Team prior to return. Please kindly refer to the following steps in ” How to a request warranty” below. For incomplete warranty requests, IOISMART reserves the right to refuse any compensation. If the customer has returned the package without prior authorization (RMA form), sends to the wrong address, returns an incorrect item, or submits an empty package, then again IOISMART reserves the right to refuse any compensation.
4. All returns will be inspected by our technical team upon arrival. If the returned item cannot be repaired, IOISMART will offer an alternative solution.
1. The shipping fee for returning the product back will be paid by the customer and is non-refundable except for in 7 day DOA situations.
2. During the return shipping, the customer is responsible for any and all customs charges, duties or tariffs during the items return to China. In these cases we will deduct the customs fees from your authorized refund amount.
3. IOISMART will by default resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.
4. In case of any misuse, any and all repairs, accessories and shipping fees, both ways, are fully the customer’s responsibility and are at their own expense.
How to request warranty (return, repair and refund)
If your item has an issue, please first send to: [email protected]
Please carefully follow our warranty process to minimize any delays:
1. Describe the problem with your item in detail: What happened? When? How? Please also state your full Order Number, Billing Last Name, Email Address, and product code (SKU number).
2. Tell us what steps you have already taken to resolve the issue.
3. Provide the item code indicated on the outer packaging.
4. Send a clear photo or video showing the defect(s); these should be taken under good lighting.
NOTE: Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s). We will always do our very best to help you. Thank you in advance for providing all the information stated above.
Missing item(s), wrong item(s) or incorrect package sent
Please be sure to open the parcel and carefully check the contents before signing for the package.
For any issues, please carefully follow our warranty process to minimize any delays:
1. Contact our customer service with your order number and the product code (SKU number).
2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.
– If there is a item missing, we will resend the missing item/accessory for free within the warranty period.
– If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). IOISMART will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.
Returns and Compensation Process
If you have any after sales issues, please contact our customer service directly and they will offer you a solution according to your case. They will confirm whether you need to return the item and to which address you may return it to.
This following section describes the processing time required upon receiving your returned item.
For exchanges, the processing time for the exchanged item will be between 5-10 business days, upon receiving your item back, and depending on stock availability.
For refunds, the processing time for us to proceed with the refund will be between 5-10 business days upon receiving your returned item. After this the refund time will depend on the payment method.
Lifetime Technical Support
Reliable, helpful and flexible, IOISMART offers basic technical support over the lifetime of your products. Buy with confidence and enjoy the support you deserve.
Customer Service: [email protected]