INTRODUCTION

This article is about the warranty on products you buy from Hillbilly Electronics

All goods dispatched from China are checked for quality, including checks of the appearance of the goods, the function of the hardware and software, the packaging, and inclusion of applicable accessories and power adapters.

Hillbilly Electronics aims to communicate openly, promptly, and carefully with all customers in relation to issues with received goods.

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 you your satisfaction!

Warranty By Default Covers Repair

Chinas warranty means they 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 begins from the receipt of the goods by the initial consignee. In the case of resellers, this is when the vendor receives the goods from Chinavasion. The period is exactly 365 days from that time. For example, a product on the 365th day is covered, but a product on the 366th is no longer covered.

Who pays for what?

• Cost of shipping a probably faulty item back to Hong Kong or China: paid by the customer, cannot be reimbursed by Hillbilly Electronics.
• Cost of shipping repaired item back to customer from China: paid by Hillbilly Electronics 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.

If a mistake was made, can Hillbilly Electronics pay the customers return shipping costs?

If items received are substantially not as described, Hillbilly Electronics 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:

1. We might request you to accept the wrong item at a very reduced price, since that can solve the question with the least hassle.
2. If you don't want the item then we will give you a partial refund.

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, GSM band, NTSC/PAL color region - as all of these are unique SKUs on Hillbilly Electronics - We will send you exactly what you order, so please read descriptions before purchasing.

Returns of your unwanted or 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 or costs or simply having an incorrect address, Hillbilly Electronics accepts no liability and the customer will not be eligible for compensation.

Standard RMA Process

The standard returns process for faulty goods is as follows:

1. Customer opens a support ticket detailing the order number, product name or item code, and nature of the problem.
2. China or Hillbilly Electronics replies to propose solutions, ask clarification questions.
3. Customer replies with further details if available.
4. China or Hillbilly Electronics 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 we send has the returns address to Hillbilly Electronics.
5. Customer returns the goods by normal post using the instructions on the returns slip.
6. China or Hillbilly Electronics receives the returned goods and technicians check the products.
7. China or Hillbilly Electronics offers a report to the customer. If the products are faulty the usual procedure is to initiate a repair immediately and confirm with the customer the address that the repaired goods will be sent back to.
8. The repaired goods are re-checked by China technicians. Most basic repairs are completed within one week.
9. If all is fixed the repaired goods are packaged securely sent out back to the customer.
10. The repaired goods are received by the consignee like a normal order.

Returns and Refunds

• All our products come with a 12 month warranty.
• Fewer than 1% of all Hillbilly Electronics shipped products are subject to any warranty or quality issue.
• In the unlikely event there is a quality defect that causes the device to be unacceptable for sale or unusable during the 12 months after dispatch from our warehouse, we will accept a return. When we receive the goods back in Hillbilly Electronics we will either repair the item, or offer full credit towards ordering a replacement.
• If you experience any problem with a product bought from Hillbilly Electronics, contact us first and we will do our best to advise you. Any returns must be discussed with China's Customer Support or Hillbilly Electronics Customer Support in advance, and authorized so they are sent with the correct paperwork.
• In the event of any returned goods where you are requesting a repair / credit under warranty, your shipping costs returning the products to the Hillbilly Electronics warehouse in China are payable by you, and cannot be compensated by Hillbilly Electronics.
• Physical damage to a product caused by the user; opening products up, e.g. to repair or modify components; or flashing the firmware or using non-approved software - invalidates the warranty.

RETURNS & EXCHANGES:

We realize that occasionally an order might be placed in error or in rare instances you might receive a defective or damaged product. Our aim is to treat our customers as we ourselves expect to be treated. In order to provide efficent and rapid return service, Please follow these 3 easy steps.

1. Inspect your order upon receipt and immediately notify us in the event of any problem. All returns and / or exchanges must be made within 10 days of your receipt of shipment.

2. We will issue you an RMA# for the return. This RMA# must be written clearly and visibly on the return label of the shipping carton. Any return without an RMA# will not be processed.

3. Include a copy of the original invoice and a note detailing any defect or the reason for the return. Please note that software that has been opened or unwrapped is non-returnable unless defective, in which case it may be returned for replacement of the same title.

- All returns and exchanges will be processed within 10 - 15 days of receipt of your shipment.
- All returns without RMA# will not be processed.
- All defective merchandise must received and inspected by our Return Department before we can ship you a new one.
- Equipment must be returned in original package with all instruction books, manuals, connecting cables and accessories as received. Any software included in the package and/or additional items provided must be returned.
- A 25% restocking fee will be charged on all returns (Not exchanges). Shipping is non-refundable.
- We do not pay or reimburse return shipping costs on defective items returned to us that were originally sent to the customer with "free shipping" since we already paid for the initial shipping costs. We will, however, pay the shipping charges of the replacement item we send back to the customer.
- In the event that items are missing and merchandise is returned in damage or unusable condition you will be charged for replacement parts in addition to a 30% restocking fee.
- We are not responsible for damaged returns or items lost in transit. We urge you to insure your return shipment against loss or damage.

- If items are returned to china it is the customers responsibility to pay for the shipping and custom fees since we are providing free shipping.