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Warranty and Returns
"Do you have a guarantee or warranty?"
Yes - Qualir only chooses to stock the best quality products from professional
China manufacturers. The quality is guaranteed.
All products that arrive at Qualir warehouse are checked for perfect appearance and correct functionality.
Our packing staff check again to make sure that the right accessories are included and the electrical / socket adapters are correct for your country.
(Please note in the case of region-specific items such as PAL / NTSC TV/Video Color Regions, digital TV etc you are responsible for specifying the correct units and we will send you exactly what you order.)
All our products are covered by a 12 MONTH WARRANTY.
Due to our stringent sourcing and QC process, the fault rate on products which are shipped out by Qualir is very low. However, sometimes faults occur which couldn't be detected before and we will help you solve these problems to a level far beyond what you will receive from any other China-based sellers.
If you have any difficulties whatsoever with the products, or you are dissatisfied for whatever reason, you can contact us and we will discuss the issue in an open, honest way.
If you have a problem with a product you bought from us before, please click here to read about what you can do now.
- In general, if a quality problem occurs and you tell us the problem in 7 days after you receive the parcel. and the fault is due to a quality issue rather than your own breakage or misuse. We accept to exchange or refund. we will pay both shipping fees for exchange or repair. But if you want a whole refund, you need to pay the shipping fee to send it back to us. when we receive the parcel, we will refund you the money of the unit and the shipping fee that you paid when you bought it. If the problem occurs from 8th to 365th day since you receive it, we accept to return for repair. You pay the shipping fee to send it back. We afford to send it back to you after the repair.
- Customers need to pay the cost of returning faulty products back to the Qualir returns address in either Hong Kong or
China as instructed by Customer Support.
- Returns without prior discussion and authorization will not be accepted.
- When we receive your authorized return we will repair the product for free and send it back to you for free. Repairing may involve changing parts, for example a faulty screen. In general you will receive back the fixed and the same product you returned to us.
- If a repair is impossible we will credit you what you originally paid so you can choose to buy a new one or change to a different item.
We don't believe companies should ignore their customers or try to hide from problems. We will do our best to deal with your enquiries promptly and helpfully.
Please tell us if you are a drop-shipper and have returns issues with Qualir goods you have sold to your customers: we can do RMA directly with your customers or they can do it through you (recommended).
Exceptions to Warranty
- We do not offer warranty or support for products not bought from Qualir.
- The user voids the warranty if s/he flashes the firmware of a device, opens the body in an attempt to fix, or otherwise uses the device in a way that is not considered as normal usage.
- The warranty does not extend to free repair / replacement in cases to damage to products, accidental breakage, misuse or wear and tear.
- Exceptions do not means we are not going to help you. If your items bought from Qualir is broken/damaged by accident, we can still help you fix the problem at your cost( including shipping and fixing fees)If you are a customer with goods which appear to have a problem, please talk to us before initiating complaints with Paypal or your credit card provider. Usually there is a way for us to resolve your issue quickly and meet your satisfaction!
Warranty By Default Covers Repair.
The Qualir warranty means we will repair your faulty item for free and send it back to you for free. Other compensation is not normally available. If an item is impossible to repair to a good working condition we will credit you instead.When does the 12 month warranty start from?
The warranty period starts from the receipt of the goods by the initial consignee. In the case of resellers, it is from when the vendor receives the goods from Qualir. The period is exactly 365 days from that time( A few items even have 24 months warranty). For example, a product on the 365th day is covered, but a product on the 366th is no longer covered. If your items have problems after 12 months later, we can still try to help you fix the problem at your cost( including shipping and fixing fees)
Who pays for what?
- Cost of shipping a probably faulty item back to Hong Kong or
China: paid by the customer, cannot be reimbursed.
- Cost of import duties on the
China side and restocking fees: waived, paid by Qualir in full.
- Cost of shipping repaired item back to customer from
China: paid by Qualir in full.
- If a product cannot be repaired: your original shipping fee will be credited in addition to the original product value so you can place a new order for a brand new replacement or a different product.
- Any new import duty or sales tax for the consignee for the returned repaired products sent from
China is their responsibility as per the usual policies.
- For some products, unskilled buyer may prefer to ask professionals to install the product instead. The cost for taking your old radio out and installing qualir brand new items is buyer/reseller/dropping shipper’s responsibility
If a mistake was made, can Qualir pay the customer's return shipping costs?
If items received are substantially not as described, Qualir will be able to offer full compensation depending on the details of the case, at our discretion. Our aim is for you to feel completely satisfied with your purchase.
In very rare cases where incorrect items were sent or the item description was substantially incorrect at the time you ordered it:
- We might request you to accept the 'wrong' item at a very reduced price, since that can solve the question with the least hassle.
- If you don't want the item then we will give you a partial refund up front, of the original shipping cost. You would use that money to ship the product back to us, and once it's received and confirmed the rest of the original money (product cost) will be credited to you.
To summarize: the shipping is refunded up front, the product price is credited later.
In what situations are returns NOT offered to customers?
The customer is solely responsible for choosing the right product, including for example the "correct" desired memory capacity; color; screen size; digital tv format(DVB-T, ATSC or ISDB-T); NTSC/PAL color region - as all of these are unique SKUs on Autodvdgps.com - We will send you exactly what you order, so please read descriptions before purchasing.
Returns of your unwanted / unsold products will not be accepted.
If the consignee of a delivery refuses or fails to accept delivery for any reason, including refusal to comply with customs clearance/costs or simply having an incorrect address, Qualir accepts no liability and the customer will not be eligible for compensation.
Standard RMA Process
The standard returns process for faulty goods are as follows:
- Customer sends us an email detailing the order number, product name / item model name, and nature of the problem.
- Qualir replies to propose solutions, ask clarification questions.
- Customer replies with further details if available.
- Qualir replies authorizing the return, giving an RMA (return to manufacturer authorization), and providing a returns slip for enclosing with the returned goods. The returns slip has the returns address in China or
Hong Kong.
- Customer returns the goods by normal post using the instructions on the returns slip.
- Qualir receives the returned goods and technicians check the products.
- Qualir offers a report to the customer. If the products are faulty the usual procedure it to initiate a repair immediately and confirm with the customer the address that the repaired goods will be sent back to.
- The repaired goods are re-checked by Qualir technicians. Most basic repairs are completed within one week.
- If all is fixed the repaired goods are packaged securely sent out back to the customer.
- The repaired goods are received by the consignee like a normal order.
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