Shipping policy

Edifier After-sales Service Terms

This Edifier after-sales policy only applies to Edifier terminal products that you purchase for personal use rather than for resale.

I. Service Target: Products purchased directly from Edifier’s official online store

II. Warranty Period

Note: This voluntary warranty constitutes an additional benefit beyond statutory rights; all statutory implied warranties of quality, merchantability, or durable quality as prescribed by the laws of all provinces and regions shall remain fully applicable and shall not be impaired or affected by the provisions hereof.

III. Apply for Warranty Service

If the product experiences a performance failure during the effective warranty period, you may apply for product warranty service.

For the implementation of free warranty service, the following conditions shall be met:

√ The self-purchased product has been used normally within the specified product warranty period and experiences a non-man-made performance failure;

√ The failure is caused by other non-man-made reason without unauthorized disassembly;

√ The valid proof of purchase, invoice or warranty card have been provided.

The following circumstances are not within the scope of free product warranty services:

× Physical damages are caused by man-made non-product quality problems;

× Damages are caused by unauthorized dismantling, shell opening or other similar behavior not under the guidance of official manual;

× Damages are caused by the repair of assembly parts by the customer in the absence of official instructions;

× Damages are caused by circuit modification not under the guidance of the official manual or by improper matching and use of battery pack and charger;

× There are indications of product serial number, factory label and other signs being torn or altered.

Other Instructions

√ For products purchased in different countries, the return, replacement, and warranty services during the warranty period will vary due to the differences in local laws and regulations. For more information, please contact Edifier.

√ In consideration of the differences in product versions and the laws and regulations of different countries, products are not subject to global warranty, consumers who relocate within Canada shall be entitled to receive equivalent warranty services by mail; additional fees shall be payable only in the event that the goods are exported outside the tariff area，

√ If the consignee address provided by the customer is wrong or if the recipient refuses to receive the goods, the loss arising therefrom shall be borne by the customer.

√ If you request delivery of products across country/region, the consent shall be obtained from Edifier, and the tariffs, customs clearance costs and other expenses shall be borne by you.

√ Before delivery of the product, you are required to properly dispose of the personalized items and decorations attached to the original product (including but not limited to product decorative stickers, paint spraying, etc.), and Edifier shall not be liable for the damage to or loss of any personalized item or decoration.

√ In order to ensure your normal rights and interests, you are recommended to check whether the product is in good condition (whether there is any damage caused by logistics or other reasons) when signing for the goods. In case of any abnormality in the product, you are required to provide feedback to us as soon as possible.  

一、Application for Goods Return Service

The application may be made for a return of goods if the following conditions are met:

√ Within 30 calendar days after the customer receives the goods, the product packaging, accessories, gifts and manual are complete, is free from man-made damage, and has no impact on the secondary sales;

√ Within 30 calendar days after the customer receives the goods, it is found that the product has manufacturing defects or is damaged due to transportation.

We shall have the right to reject the customer’s request for return of goods in the following circumstances:

× The request for goods return is made more than 30 calendar days after the date of receipt;

× The returned goods are incomplete, or the outer packaging, accessories, gifts or manual thereof are incomplete, or the appearance is damaged due to man-made reasons,except for damage caused by transportation or quality issues;

× The legal proof of purchase or receipt is not provided upon return of goods, or the receipt is forged or altered;

× There is physical damage that is not caused by the quality of the product itself or the quality problem caused by unauthorized dismantling, use and operation in violation of manual;

× Any label, machine serial number or anti-counterfeiting mark, etc. is torn or altered;

× The product is damaged due to force majeure, such as fire, flood, lightning, traffic accident;

× Other circumstances described in the policy.

Guidelines for Return of Goods

If you intend to return the goods you have received, please contact us within 30 calendar days after the goods are received. The duration has been clearly indicated on the checkout page, in the order confirmation email, and in these terms. Please check it carefully.

You can send an application for return of goods to the email address support@edifier.com to apply for a return (it is recommended that you use the email address you used when placing an order in Edifier Mall to contact us),or you can also submit your replacement application to us via phone(Contact number: 1-877-334-3437) and we will deal with your application for return of goods within 1-2 working days after the email/call is received.

  You are required to provide the following goods return information:

  1) Order number

  2) Telephone number

  3) Contact email

  4) Name and quantity of product to be returned

  5) Serial number of product to be returned

  6) Reason for return

  7) Picture or video of product and complete package

Time of Refund

The refund will be processed using the same payment method as the payment. The refund process will be completed within 10-14 working days, depending on your bank or credit card issuer.

Freight of Return

In instances where a return or exchange is necessitated by either a material defect in the product or an erroneous shipment, the Seller shall be liable for covering all bidirectional shipping fees and associated logistics costs..

二、Application for Goods Replacement Service

You may request for a replacement of goods if any of the following conditions are met:

√ Within 15 calendar days after the customer receives the goods, it is found that the product has been damaged in the process of transportation and the goods damage certificate issued by the transportation company can be provided;

√ Within 15 calendar days after the customer receives the goods, it is found that the product has serious inconsistence with the original product description in one or more important aspects;

√ Within 15 calendar days after the customer receives the goods, it is found that the product has a performance failure rather than man-made damage.

We shall have the right to reject the customer’s request for replacement of goods in the following circumstances:

× The request for replacement is made more than 15 calendar days after the date of receipt;

× The legal proof of purchase or receipt is not provided upon replacement of goods, or the receipt is forged or altered;

× The product to be replaced is incomplete, or the appearance is damaged due to man-made cause;

× It is found upon test by Edifier’s technical support department that the product itself has no quality problem;

× There is the physical damage that is not caused by the quality of the product itself or the quality problem of product caused by unauthorized dismantling, use and operation in violation of manual;

× Any label, machine serial number or anti-counterfeiting mark, etc. is torn up or altered;

× The product is damaged due to force majeure, such as fire, flood, lightning and traffic accident, etc.;

× The request for replacement is made due to goods damage caused by transportation but the goods damage certificate issued by the transportation company is not provided;

× Other circumstances described in the policy.

Other Instructions

√ If the customer applies for replacement of goods within 15 calendar days after receiving the goods due to a product problem, then Edifier will replace the product with another product of the same model for the customer. If the product is out of stock and in case that the customer agrees, the product can be replaced by another product of other model.

√ If the customer applies for warranty service due to a product problem 15 calendar days after the goods are received, Edifier may choose to use replacement service instead of repair service according to the maintainability of the product. The replacement products or parts provided by Edifier may not be brand new, but they are definitely in good working condition and at least have equivalent performance to that of the replaced products or parts. The replaced product or parts are entitled to the same warranty service during the remaining warranty period of the original products.

√ If Edifier is unable to provide customers with repair or replacement services, a partial refund will be provided according to the product use period. For more information, please contact Edifier.

Guidelines for Replacement of Goods

If you intend to request for replacement of the goods you have received, please contact the after-sales technical support within 15 calendar days after the goods are received so as to handle the replacement.

You can send an application for replacement of goods to the email address support@edifier.com to apply for a replacement (it is recommended that you use the email address you used when placing an order in Edifier Mall to contact us), or you can also submit your replacement application to us via phone (Contact number: 1-877-334-3437) and we will deal with your application for replacement of goods within 1-2 working days after the email/call is received..

  You are required to provide the following goods replacement information:

  1) Order number

  2) Telephone number

  3) Contact email

  4) Product name

  5) Serial number of product

  6) Reason for replacement

  7) Picture or video of product and complete package

Freight of Replacement

For the replacement caused by damage due to product performance failures, Edifier will bear the round-trip freight of replacement.

l Delivery and Logistics

1. Delivery and Acceptance

1.1 Delivery Time and Rules

Product delivery time is subject to the impact of inventory. In case of more than one product in the same order, the delivery time depends on the product that has the longest expected delivery time in the order. For details, please contact Edifier’s Customer Service.

Because the estimated delivery time of an order is automatically determined by the product with the longest delivery time, an order will not be split into several packages to be delivered separately. If you have special requirements for the delivery time, it is recommended that you place the orders separately.

1.2 Delivery and Freight

Delivery Service

The transportation will be carried by Amazon Logistics, the parcel delivery time is estimated to take 3-5 days, and the actual delivery time shall prevail.

2. Instructions for Users before Delivery

You are required to accurately provide your true name, delivery address and effective contact information when placing an order so that we can arrange for delivery in a timely manner.

If you have any special requirements for delivery, please contact our Customer Service in advance for enquiry.

You are required to check the goods receiving information carefully before the payment. If you provide a wrong address due to personal negligence, please contact the Customer Service in a timely manner, and we will try our best to contact the courier service company for you so as to negotiate about the handling. It should be noted that:

If an application for address modification is made after the ordered package is delivered, the successful modification of the order cannot be guaranteed, and the risks and expenses arising from the address modification shall be borne by the customer.

* In case of any delay or return due to the following reasons, Edifier shall not assume any liability:

The delivery is delayed due to remoteness or inconvenient transportation in some areas or other similar problems;

The package delivery is delayed or the package cannot be delivered due to the reasons attributable to the buyer (such as change in delivery address, unknown address, wrong address, failure in contact, rejection, no good receiving agent, etc.);

The delay is caused by the failure to arrange for flight normally due to aviation security inspection or by the change to land transportation;

The delivery delay is caused by resistance in delivery (the courier is not allowed to enter the goods receiving address or the delivery is not accepted on rest days/public holidays, etc.);

The delay is caused by force majeure (“force majeure” means unforeseen, unavoidable or insurmountable objective circumstances and other objective circumstances that affect delivery time and cause delay in package delivery, including but not limited to government ban, changes in policies of postal administration authorities, war, earthquake, typhoon, flood, fire, heavy rain, heavy fog and other similar events).

3. Order and Logistics Tracking

Active Enquiry

1. To enter the store and log onto Edifier account for enquiry

2. To contact the Customer Service for enquiry

E-mail: support@edifier.com

Contact number: 1-877-334-3437

Address:

CA: Unit 9, 13511 Crestwood Place, Richmond BC, Canada  V6V 2G1

US: 428 Hemphill Street, Fort Worth TX, USA  76104

4. Inspection and Receipt of Goods

Edifier guarantees that the outer packaging of the goods is in good condition upon delivery. In order to protect your rights, it is recommended that you check the outer packaging of the parcel when you receive the parcel. If you find any damage or deformation or other similar circumstance, you shall not open the parcel and shall contact the Customer Service immediately to solve the problem. If it is found that the outer packaging is seriously damaged, you shall reject the goods on the spot.

If you have signed for the goods or caused your agent to sign for the goods, it will be deemed that the outer packaging of the product as well as the quantity and content of the product are correct. In order to protect your rights and interests, we strongly recommend that you take a complete video of unpacking and confirm whether you have received all items according to the packing list. If it is found after unpacking that there is a shortage of goods or damage thereto, you are required to contact the Customer Service as soon as possible, so that we can quickly solve the problem for you.

5. FAQ

1. How can I check the order status after purchasing a product in the status of tourist?

Once the order is generated, the system will automatically register an Edifier account for you, and the account user name will be your email address used upon placement of the order. You can reset your password through the link below and then log on to your Edifier account to check the order status. (link)

2. How can I modify the order after the order is submitted (before delivery)?

You shall provide the valid proof (Edifier account number, product information, recipient information and payment certificate, etc.), and may not modify the delivery address and order quantity until the Customer Service verifies that you are the buyer. However, the product type and color cannot be modified.

3. How can I cancel the order after the order is submitted (before delivery)?

If the delivery has not been made for your order, please contact Edifier customer service to cancel order.    

4. Are there any freight incurred for repeated delivery, rejection of express items and return of goods without reason?

1) In case of any additional costs of repeated delivery arising from the failure in delivery by the logistics company for several times due to the recipient’s personal reason, the recipient shall bear the costs.

2) In case of the request for order cancellation or rejection of goods after the parcel is delivered, the customer will bear the return costs arising therefrom, and the corresponding costs will be deducted when the refund is confirmed.

3) For a customer that is entitled to the service of return without reason, the freight of product return shall be borne by the customer, and the corresponding cost will be deducted when the refund is confirmed.

5. Are there any circumstances in which Edifier will cancel the order unilaterally?

Edifier Mall only sells goods and services to end users. Your purchase behavior should be based on real consumer needs, and you shall not have any behavior that disrupts normal transaction order, such as malicious purchase or resale of goods and services. In case of any of the following violations, Edifier Mall shall have the right to unilaterally cancel the order and refund the fee according to the original channel before the goods are delivered or received:

1) Products exceeding the purchase limit are ordered through the same Edifier account;

2) A single account does not have the violation of the purchase restriction regulations, but as determined based on the order’s financial payment account, delivery address, order placement IP address and telephone number, etc., the actual purchaser is the same or closely related to a person, and the total purchase quantity of multiple orders has resulted in the violation of the purchase restriction regulations;

3) Other circumstances in which the purchase is made by improper means as deemed by Edifier Mall or in which there is the evidence showing that the order is in violation of law.