Return & Refund Policy
Trioffer.com offers 12 months guarantee for all products. Each item was strictly checked by our QC center before stock in our warehouse. And we will check each item again before shipped it out. But sometimes things will also go wrong. If you meet problems about the shipment or the product you received, please do contact us first for solution.
Depending on our 1 year customer service experience, you may meet the following cases about your order.
- I haven't received my order.
If you haven't received your item in the regular time of the shipping method you chosen. Please contact us immediately with your order number and the product model number. We will help you track the shipment. If it caused by the Customs clearance issues, we will help you get your product through ASAP. If we make sure it's lost in the delivery, we will make a replacement immediately.
- You should be sole responsible for your Customs duties and taxes.
- We will not be responsible for non received orders caused by you refused to sign your package
- If order was returned due to you haven't signed it in time, you should pay the replacement shipping fees.
The following cases may cause you haven't received your item in time:
- There is holiday in China, and our courier cannot ship your item in time. We will make an announcement of this info on our site.
- There are too many packages delayed in courier airport waiting for arrangement of flight, especially when there is Christmas time period. We will make an announcement of this info on our site about the special time.
- Your item was hold in your country's Customs waiting for your direct communication with them. We will contact you in the timely fashion to help you resolve some problems.
- You were not at home when the mailman tried to deliver the package to you, and you didn't find the notice mailman left you. Normally the notice will ask you to pick up your package in your local post office. And if you didn't handle this problem within a regular time, the package will be sent back as non reception.
- Item was lost during the shipment.
- Item I received is not as described
If you received an item not as described as our listings, please check the following cases to get faster solution:
- You received a totally wrong item.
- You received the right item, but some function is not as described as the listing.
- You received the right item, but some accessories are missing in your package.
If you meet problems like the above situations, you should contact us within 30 days when you received the item. And you should provide us with your order number and pictures of the item you received.
We will resolve your problem as following:
1st. We will confirm the details of the problem with the info you provide us.
2nd. if it's our mistake to send you a wrong item, we will refund you the original shipping fees and you can ship it back to our warehouse. Once we received the incorrect item, we will ship the correct item to you with no additional charges. Or we will give you credit for that item if you want to add it to your future order.
3rd. If some accessories are missing, once we confirmed the problem, we will ship the missing items to you immediately. So please send us the details of the problems, especially the picture of the shipping label and original packages.
4th. If you want a replacement immediately. You should create and pay for a new order for the correct item. And when we received the item you ship back to us. We will credit or refund you for it.
- I received the right item, but it was broken during the delivery.
Depending on our 1 year shipping experience, in rare situations, the rough handling by the courier can lead to physical damage to your goods. But if it happened, please follow these steps:
- If possible, raise a complaint directly with the delivery representative of the courier company before you sign for the goods. They will advise you on the complaint procedure.
- If you already signed for the packet, take photos showing the damage and contact the local office of the courier/delivery company to complain. They will have a complain procedure which will enable you to get compensation.
- Next, Count Us with your order number and a full description / pictures of the broken item issue. We will contact the courier company from our end.
- Once the courier company confirms that the case is valid, they will compensate Trioffer, and we will pass on this compensation to you. The compensation varies from case to case and is different for each delivery company. In some cases you will need to pay to post the broken item back to Trioffer in order for us to send out a new piece. If this is the case, it can take a while, and you are advised to make a new order for the same item in the meantime if you need it fast.
- I received the right item, but I want to return it for refund.
Please note that this situation is only effective within 3 days after you signed for the package. Please contact us and provide us the details of your order. And for returning items, please check the following situation carefully.
All non-defective returns must arrive in original packaging, with all original components (manuals, boxes, packing material) included, or you will only get a partial refund. And the partial refund rate depends on the item situation. The refund will be released to you once we received your return. And we will give you a letter to notify you the result.
Please note the Shipping charges are non-refundable.
For orders that Trioffer.com has determined to be defective, we will arrange for a same item replacement immediately. If an exact replacement is unavailable we will issue a full refund.
Trioffer.com will inspect items that claim as defective. If item is not defective after testing, buyer will pay for shipping for re-send and transaction fees are not refundable for refund.
Approved replacement items will ship using the same shipment method and service level as specified in the original order. If you wish to upgrade the shipping method, your item will only be charged the difference in the shipping services.
We do not ship out a replacement item until the defective item in question is received at our warehouse.
Physical damage to a product caused by the user invalidates the warranty. Opening products up, e.g. to repair or modify components, invalidates the warranty. Flashing the firmware or using non-approved software invalidates the warranty.
- My item was broken during the 12 months warranty
If your item was broken or damaged during the 12 months warranty, please contact us for advice. You can check the following cases:
- There are some accessories not functioning
Please send us the detail of your problem and your order number. We will send you the replacement immediately. But as for buying a cheap accessory in your local store is faster and more convenient. We suggest give a partial refund or give you credit. When you place next order, it will be effective for your new order.
- I cannot switch on my item
- Please contact us with your order number and the product model number of the item in question.
- Describe clearly what you are trying to do with the product and what goes wrong.
- Provide us photos of the item defect
Normally, your question will be solved online if it caused by your wrong installation or not compatible soft ware. You can also ship the item back to our warehouse. We will fix for you. The return shipping cost is covered by you.
