Warranty and Return
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 to excelvan , 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 to us 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.
3. All returns must first be authorized by excelvan Support Team prior to return. For incomplete warranty requests, Excelvan 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 Excelvan 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, Excelvan will offer an alternative solution.
Excelvan check the products before shipping to me?
Yes, for sure.
We have a professional Quality Control team. They will check carefully for each item we received from suppliers and manufacturers to avoid sending defective goods to our customers.
If an item is found defective in our QC test, it will be returned to the supplier / factory. So please don't worry about receiving a defective item because we are committed to being a trustworthy and reliable seller on international on-line shopping market.
How to request warranty (return and repair)
If your item has an issue, please first submit a ticket to our Support Center
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 and product name.
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.
Lifetime Technical Support
Reliable, helpful and flexible, Excelvan offers basic technical support over the lifetime of your products. Buy with confidence and enjoy the support you deserve.