Return, Replacement, Repair Warranty, Payment, and Shipment
RETURN, REPLACEMENT, and REPAIR WARRANTY
- RETURN: For all products that you purchased from our store, you have 15 days from the date your receive to return it to our CALIFORNIA office. If the product is defective, we will refund the full price of the product and the shipping cost you paid, and we will refund the your return shipping cost up to $10.85, which is the cost of USPS Priority Mail Medium Flat Rate Box – plenty to hold 4 tablet package box, if you decide to get a replacement. Photo of your receipt is required if the rate is not the your return shipping box. If the product is not defective, and both product and package are complete and new (meaning it can be re-sell as new items, e.g., no scratches on the touch screen, all bags holding accessaries are not opened), we will refund you the full price of the product minus $8 return handling fee. If the product and package are not complete and new or the item was sold with free shipping , we will charge 15% re-stocking fee or $25 which ever is greater (the $25 only applies for tablets , not accessories). Buyer’s shipping cost, including the original shipping and return shipping, are not refunded if the product is not defective or the item was sold with free shipping offer. In case customer decides to return because our typo/mistake on product description, we will offer replacement with free shipping and with discount equals to customer’s return shipping cost. If customer chooses just return with no replacement, we will refund the full price that customer paid plus store credit equals to customer’s return shipping cost. The store credit can be used in any future purchase that the total payment is more than the store credit. The defective product is referring hardware defect, such as battery not charging, not able to turn the tablet on even with hard reset, not able to connect iPad Keyboard to your iPad , but not include software and firmware bugs, including but not limited to, operating system and apps hanging, not being able to run certain apps. Screen crack has to be reported within 24 hours receiving the tablet . Otherwise, it is not covered. The tablet body may getting warm or hot when running certain apps. This is not considered as hardware defect. The hardware defect has to be verified by us once we receive your return.
- REPLACEMENT: For all products that you purchased from our store, you have 15 days from the date your receive to exchange for a new one if the product is defective.
- REPAIR: For all products that you purchased from our store, we offer one year FREE REPAIR service if the device become defective. This doesn’t include damages caused by mis-use, for example, screen crack caused by dropping the device. The hardware defect has to be verified by us once we receive your return. If this happens in the first month after you receive the product, we ship the repaired product back to you free of charge. Otherwise, you pay the shipping cost. If the model is discontinued, we will send you a later model or more expensive model.
HOW TO RETURN/REPAIR
In case you need to return your ordered item, get it repaired, or need a replacement, please follow those steps:
- Read Return, Replacement, Repair Warranty, Payment, and Shipment policy above.
- Contact us using the form in “Contact Us“. Make sure you fill in your correct email address, the name in you order, so that we can track down your order record. Explain the problems in details. You need to provide us with proof as below: The photos of the original package with the front and back sides and photos or videos showing the malfunctioning of the defective Product
- We will try to help you fix the problem. If we cannot, we will let you know, and you can send the item back to us. If you are in US, please send it to our California office; otherwise, please send it to our China office. You can find the address in “About” section. Please have tracking number for return shipment. uPlay Tablet won’t take any responsibility for any missing return shipment.
- We process return once a week on Friday. Once we process your return, we will contact you and let you know whether we can replicate the problem you reported. Once we verify the problem you reported, we will do refund, repair, or send you the replacement.
Note:If the product comes with any wear and tear, we will only repair it, no refund.
CANCEL YOUR ORDER
- We understand anyone can change his/her mind. So, no problem, in case you want to cancel your order after you paid, you can use the form in “Contact us” to contact us. Please include your order details so that we can locate your order. If your order is not shipped, we will refund you full right away. If your order is already shipped, we will contact our forwarder to see if they can get the item back. If so, we will refund you full. If they cannot, then you have to follow our return policy to return the item once you receive it and get your money back.
- For pre-order items if you ask cancel your order within 55 days from the day of your purchase, we will refund you full to your PayPal; otherwise, you will credit you full in our store and you can use your credit for your future purchase. Or if you want us to refund to your PayPal account (or through PayPal to your credit card), the service charge by PayPal, which is 3% of your total purchase price, won’t be refunded, since PayPal doesn’t refund it to us, so you will get 97% of what you originally paid.
- Both PayPal and all major debit and credit cards are accepted. You have full fraud protection from PayPal. If your order never arrives (after 2 months from the date of shipping), or it arrives, but it’s significant different from what it’s described, you are eligible for a FULL REFUND.
- For all products you purchased from our store, they will be shipped within 1 day (except Saturday, or the products have backlog, or pre-order items, or we need to install the new firmware and set language to English for you. You will receive an email from PayPal to confirm your Payment is received once you place your order. An email from PayPal containing tracking number will be sent to your email after the product is shipped. Most products are shipped from our California warehouse for US customers (marked on product page) by USPS, DHL, UPS, and FedEx. Tracking number are provided for every order. The delivery time is 2 business days for standard shipping and 4 business days for express shipping . Others are shipped from our factory in Shenzhen directly by Singapore or Fiji Air Mail Registered Mail with a tracking number (Used to be Hong Kong Post, but Hong Kong Post stop shipping item with battery from August 15, 2012, so we switched to Singapore and Fiji Air Mail ). Our forwarder will ship the item directly to Hong Kong airport on the same day. It takes a couple days before the tracking number showing up at Hong Kong Post or your country’s Post Office website. Once the item left Hong Kong, there is no update until it passes the customs of your country and shows up in your country’s Post Office sorting facility. This period can be as short as 3~4 days, or as long as 15 days. Signature is required at delivery, so make sure you have someone at the shipping address to sign it. In the normal case, it takes about 1~2 weeks for your product to arrive, but the longest case we have seen took 40 days. Keep in mind it is out of our control once we ship the product. However, it is really rare that the package got lost, because it’s registered mail. Please be patient.
- If you want your item to be delivery in a shorter time, you can choose Express Shipping at the check out. The average delivery time in US for items in our California warehouse is 2 days. For items shipped from our China factory, we will use DHL Shipper, or Singapore EMS to ship your item. Please include your phone number in your shipping address or in the comment field – it’s required for those carriers; otherwise, we will ship your item by EMS, which is express shipping from Singlapore, but it’s a little bit slower than DHL Shipper. FedEx and UPS are not accepting packages with built-in battery any more, therefore, are not options in Express Shipping any more. Please note the delivery time 3~5 business days is given by DHL as their promise or average delivery time to US. Each individual item delivery time may vary, and it can be delayed due to extreme weather, holiday shopping season, or customs inspection. We are not responsible to those delays by the carriers. Certain countries have restriction on device with battery, so we may choose between DHL and EMS based on the requirements of your country.
TRACK YOUR PACKAGE
Items shipped from California warehouse for US customers
- For items shipped from our California warehouse, you can track it directly with the link in the shipment confirmation email.
- You can track it directly on our website, at carriers’ website, or some third party websites. For more details please check “Customer Support”, then “Track your oder“
- If you chose our standard shipping (by Singapore Post), You will see the item is shipped from Singapore, that’s because Singapore Post uses Singapore Air. Although the item is shipped from Shenzhen, China, they have to send it to Singapore first in order to send it to other countries (Singapore Air only has flights from Singapore). If the item is shipped by Fiji Post, they are shipped directly from Hong Kong to your destination.
- If you ordered Express Shipping, we usually ship it by DHL Hong Kong Shipper. For DHL Shipping, the tracking number you received is DHL Shipper’s reference, not the tracking number of DHL. You need to use the following page on DHL to track your order. Make sure you specify date range. You can set the date range from the one day prior the date you receive tracking the number to one day after you receive the tracking number from us.
How do I know the item is in your California warehouse or your China factory?
A: You will see the note on each product page. If you don’t see a note, that means it’s shipped from our factory in China. We only ship US customers from our California warehouse. Customers in all other countries will be shipped from our factory in Shenzhen, China.
Can I return the item I purchased from uPlay Tablet ?
A: All products can be requested for Return Merchandise Authorization within warranty of return. Products that are not eligible for return and will be sent back to you at your cost and expense if received by us:
- Any product not purchased from uPlayTablet.com or our eBay store
- Any product without a valid, readable serial number, including but not limited to products with missing, damaged, altered, or otherwise unreadable serial number
- Any product that is returned without all original packaging and accessories, including the retail box, manuals, cables, and all other items originally included with the product
- Any product from which the posted code has been removed from its packaging
- Any product that exhibits physical damage
What is the guarantees that come with the product? How can I get a Return Merchandise Authorization (RMAs) from uPlayTablet.com?
A: Returning DOA (Dead On Arrival) items. In addition to QA at factory, we have manually tested all tablets before shipping. So, DOA is very rare. In case you receive such item, you need to contact us with 1 business days (all items are shipped with tracking number, so we know the date of delivery). Any products malfunctioning on arrival (excluding cases of reckless handling of the product) is eligible for a replacement and you need to provide us with proof as below: The photos of the original package with the front and back sides and photos or videos showing the malfunctioning of the defective Product，make sure the item all brand new without any wear and tear. If these requirements are met, return it to us at your convenience and at the lowest cost possible and we will ship a functional replacement to you free of charge.
B: Returning defective items. If your product turns out to be a defective one during normal usage (there is no physical damage on the tablet), the customer can mail the item back for repair. If we cannot repair it in our California office, we will send it back to factory for repair. Customers pay the fees that may occur due to customs duties.
C. Returning the wrong item. If the item you received is completely different from the one you ordered, please contact our customer service with photos or videos of the different product. If a return is necessary. replacement plus shipping cost will be issued to you on receiving the returned product. Or if you take it , we will offer a 15% discount for buying it, and we will send the replacement product to you free of charge.
D: Returning products you are unsatisfied with. If for any reason you are not happy with your purchase, please return it in 7 days in its original package with the receipt for a refund or a exchange if the return is not caused by our error. If the product and package are complete and new (meaning it can be re-sell as new items, e.g., no scratches on the touch screen, all bags holding accessaries are not opened), we will refund you the full price of the product minus $8 return handling fee. If the product and package are not complete and new or the item was sold with free shipping, we will charge 15% re-stocking fee or $25 which ever is greater (the $25 only applies for tablets , not accessories). Buyer’s shipping cost, including the original shipping and return shipping, are not refunded. Or if an exchange is requested, you are obligated to pay shipping costs for the return and replacement.
1. All Customers should contact our Customer Service for a RMA before returning any items. uPlay Tablet will not responsible for any delay caused with no RMA indicated.
2. Please return the items at your convenience and at the lowest cost possible and provide us the tracking number if it is available. If there no tracking number, a copy of the shipping receipt is necessary. If neither of them can be provided, we might have to process the order until the package arrives at our company and recorded in the system which may takes 1~2 weeks when you return it to our California office from 48 States of United States, or around one or two months when you return to our China office from other countries.
3. We usually process returns once a week on Friday, so keep that in mind when querying your returns.
Priority will be given to all returned items with RMA numbers and exact descriptions of product problems.
4. When you are ready to accept the package shipped by DHL , EMS or an alternate Express:
Please pay attention to the following things:
a: Check the package if it is complete without any damages.
b: Open the box and ensure that all the items ordered are there, in case something is missing.
c: If the package is broken or something is missing, ask the Post service to provide proofs and ask them to write down what happened on the way. If the package arrived in empty, please refuse it and ask them to get it back to us .
d: From the date of shipment Package not reeived within 2 months pleases contact us, We will not handing the order which over 2 months.
e: Device not in warranty if it was disassembly / upgrade unknow firmware by customers themselves