Aftersale Service

aftersale service

WARRANTY

All products purchased from ACEFAST come with a hassle-free warranty. You can find the precise warranty period of your product on its box. You can also verify the warranty period with our customer service team in your message.
If your product have a defect during its warranty period, please contact us via the email spotted on your product package and let us know what we can do to help you. It may save you time to first troubleshoot issues by going to our FAQ page or looking at Instruction Manuals before filing a warranty claim.
In warranty claim please fill in following information:
  • Order ID: you can find this in the order history of the account the purchase was made through.
  • Model number: you can find this in your account’s order history, as well as on the packaging or manual of the product. Some products come with the model number printed directly on them. Model numbers help us identify the exact model of your product more accurately than a product name would.
Note: before ACEFAST can release a replacement, it may be necessary to return the defective item for quality inspection.
Thank you in advance for all of the information you provide, we know your time is valuable.

RETURN POLICY

General returns rules

This ACEFAST return policy (“ACEFAST “, “we” or “our”) applies only to products purchased from official ACEFAST store. If you buy products through offline channels, please contact the supplier who sells those products. All returns must comply with the general rules for the individual return policy to apply.
To return the goods, you need to issue an warranty claim, for this you should contact our support team via aftersales@acefast.com.
If you are returning an item that contains your personal data, please, before sending the device, delete all data on it and log out of all your accounts.
Depending on the reason for the return, shipping charges may be deducted from the refund (the cost of sending goods of inadequate quality is paid by ACEFAST, the cost of sending goods of good quality is paid by the buyer).
When purchasing an ACEFAST product under the return policy, please keep the original packaging for 15 days in case you need to return or replace the product.

STANDARD RETURN POLICY

Products of proper quality

The purchased product is in good condition, but did not fit you for any reason, within 7 days from the date of receipt of the goods, you can return the purchase if:
  • the presentation and complete set of goods are fully preserved;
  • the product has full original packaging (provided that the product was sold in its original packaging);
  • there are no traces of the launch and operation of the product;
  • one-time individual packaging of the goods is not damaged;
  • there is proof of purchase in our store (sales receipt / receipt or order number).
Attention! This return policy applies only to items purchased by an individual.

PRODUCTS WITH PRODUCTION DEFECTS

Conditions for exchange, return and repair of goods of inadequate quality.
A product of inadequate quality means a product that is defective and cannot ensure the performance of its functional qualities. The seller is responsible for the defects of the goods for which the warranty period is not established, if the buyer proves that they arose before the transfer of the goods to him or for reasons that arose up to this moment.
For the goods for which the warranty period is established, the seller is responsible for the defects of the goods, if it does not proved that they arose after the transfer of the goods to the buyer due to violation of the rules for the use, storage or transportation of goods, actions of third parties or force majeure.
If technical faults are found, the buyer can refuse the goods within 15 calendar days from the date of receipt of the goods. To replace a product of inadequate quality, for a product of proper quality, you must contact the ACEFAST customer support team to apply for a replacement, and you must also fill out an application,print and send a scan to the email address: aftersales@acefast.com.
To return an item, you must contact the ACEFAST customer support team to apply for a return.
Shipping costs for the return or replacement of goods of inadequate quality, during the return policy validity period, are the responsibility of the manufacturer.

RETURN OF PRODUCT

ACEFAST will only pay for the return shipping if a manufacturing defect is found (no fault of the buyer). Such item must be subject to ACEFAST ‘s return policy.
The cost of return shipping may be deducted from the refund depending on the reason for the return (for example, when returning a defective product, after technical inspection of which, the malfunction was not found).
When purchasing ACEFAST devices under the return policy, please keep the original packaging for 15 days in case you return or replace the product.
The cost of return shipping depends on the region and is negotiated separately with the support service.

MORE RETURN INFORMATION

Sets of goods sold as one whole

Items sold as a unit are multiple items that must be purchased together to qualify for a discount.
Items sold as a unit may be returned individually for replacement during the period of ACEFAST return policy for a specific item.

ADVERTISING PRODUCTS AND GIFTS

ACEFAST may provide free products as part of a promotion. To receive a full refund for a purchase that contains promotional items, all promotional items must be returned with the main item.
ACEFAST may also offer gifts to valued customers for their continued support, and also hold giveaways. Free promotional items and gifts are subject to ACEFAST warranties for the duration of the return policy and warranty period.

PRODUCTS WHICH ARE NOT AVAILABLE

If ACEFAST no longer has the item sent in for replacement or the item in question is out of stock, the company will refund the cost.

NOT REFUNDABLE

Return period is ended

After the expiry of the return period specified in the ACEFAST return policy, you cannot return the product, however, you are entitled to use ACEFAST warranty service when repairing or replacing the product. To check the validity of the ACEFAST warranty and its terms, please refer to the warranty policy.
1. ACEFAST sets a warranty period for all the products over 12 (six) months . At the same time, when the specified components are replaced, a new warranty period is not established for them. This warranty applies only to defects caused by the manufacturer.
2. The warranty period is valid from the date of purchase of a new product by the consumer, subject to the provision of a purchase document (receipt) or a warranty card. In the absence of a purchase document, the warranty period is valid from the date of manufacture of the product.
3. The manufacturer sets the service life for the product – 3 (three) years from the date of manufacture of the product, subject to the rules of operation. At the end of the product’s service life, the manufacturer recommends contacting an Authorized Service Center for recommendations on further safe operation of the product.
4. Warranty service is not provided in the following cases:
a. if a malfunction has arisen due to violations of the rules for using the device, as a result of mechanical damage, ingress of liquid.
b. if the malfunction has arisen as a result of unqualified repairs, installation of non-original spare parts.
c. if the malfunction occurs due to modification or reinstallation of the preinstalled software.
d. if the defect is caused by natural wear and tear of the product as a result of normal use; natural wear and tear also means a decrease in battery capacity within 20% of the original.
e. if the serial number of the product is changed or unreadable.
5. Before using the product, read the enclosed operating instructions and strictly follow them.
6. The warranty card is valid only if there are correctly and clearly indicated: model, serial number of the product, date of sale, seal of the seller, signature of the buyer. The model and serial number of the product must correspond to those indicated in the warranty card.
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