AOKZOE offers 1 year warranty service for the products, effective from the date when the product is received. If it's the damage from workmanship or defects but not improper installation or misuse, we will provide the service after the confirmation by AOKZOE technical testing centre. Packaging and other consumables are not applied for the one-year warranty. You can request to replace the joystick cap and screen protector if needed. Normally we will keep the original joystick cap and screen protector when repairing the device.
- Receive a damaged product upon arrival
We will contact DHL to pick up the product (you do not need to bear the return shipping cost) . After the package arrives at our company, we will process the full refund.
- Not satisfied or does not meet the expectations when receiving the product
No need to disassemble and activate. Please kindly return the item. After the package arrives at our company, we will arrange a refund. However, we will deduct the shipping cost and the transaction fee charged by the platform from the refund.
- The after-sales service process
Please contact our customer service first and send back the machine, and we will check the machine after receiving it. After the after-sales inspection, if the repair is within the warranty period, it will directly enter the repair operation process.
If the repair is under the scope of warranty, it's free of charge. If the repair is outside the scope of the warranty (including but not limited to human damage, water, breakage, hardware changes, etc.), customers need cover the cost of relevant parts and enter the repair operation process. After the repair is completed, we will send it back directly.
- The After-sales service duration and freight cost
The maintenance will be completed within 3-14 days after the machine's arrival at our company. Once the maintenance is done, the machine will be packaged and sent back to our customer. The shipping cost to the user will be borne by AOKZOE. If the delay is caused by force majeure factors, the user will be notified. During this process, you can contact us about the progress of the repair at any time through the email address of support@aokzoe.com.
- Change the delivery address
1）If the parcel has not been sent out yet, we will change the new delivery address for you free of charge.
2）If the parcel has been sent, please contact the courier company to modify the delivery address by your side.
3）After the parcel is sent out, the courier company will charge a corresponding handling fee to modify the delivery address.
If the parcel has been delivered as shown in the tracking system, but the user has not received it, please report to the corresponding courier company within 7 days and get the complaint number. Once the courier company confirms that the package is lost or stolen, AOKZOE will send you the same product for free or arrange a refund (The same amount as the payment you made for the product) for you.
- Can I disassemble the device on my own?
We do not recommend any disassembly or repair without AOKZOE authorization. Failure to do so will void the warranty. Please use the device as instructed in the user manual. If you have encountered any problems, please feel free to contact us via
support@aokzoe.com.
