Thank you very much for choosing Tewaycell. We guarantee that all Tewaycell products are strictly tested by our quality inspector before delivery. If you have any questions after receiving the products, please contact us by email: service@tewaycell.com.
Return Policy：
Firstly, regarding the customer's feedback about a faulty battery and the request for a return, we offer the option for the customer to send the battery to our European repair department for repairs.
Upon receiving the item, we will conduct an initial inspection. If the issue is determined to be with the battery itself, our European repair team will handle the necessary repairs and send the fixed battery back to the customer free of charge.
Secondly, if the customer chooses not to send the battery to our repair facility for repairs and insists on returning the product for a refund, or you are not happy with your purchase, the customer will be responsible for the following fees:
A refund will be issued once we receive the returned merchandise.
✔A 15% restocking fee will be charged for the refund.
✔The return shipping label will be paid by the buyer.
✔Only 30-day return policy (within 30 days of order delivery) is accepted.
✔Use the original packaging box.
✔The refund handling fee is borne by the buyer.
✔Please allow 1-2 weeks for your return to be processed.
- Sale and promotional items are excluded and remain subject to our regular return/exchange policy.
- To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
- tewaycell.com will not issue refunds for products purchased through other entities, such as distributors or retail partners.
- Returned items must be delivered to us unused, in original packaging, and in the condition they were received or may not be eligible for refund or be subject to a restocking fee.
- We cannot be held responsible for items damaged or lost in the return shipment, therefore we recommend an insured and trackable mail service.
- We are unable to issue a refund without an actual receipt of the items or proof of received return delivery.
- In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. The return shipping fee will be borne by you. All goods will be inspected on return.
- We reserve the right not to accept any return/exchange if the product shows signs of wear or has been used or altered from its original condition.
- We can only accept returns/exchanges from the country to which an order was originally shipped, for example, orders delivered to the DE must be returned from the DE.
- If the user's return address differs from the original shipping address, resulting in shipping costs that exceed Tewaycell initial shipping costs, the user will be responsible for paying the additional shipping fees.
- Customized items cannot be returned. Unfortunately, we cannot accept returns on sale items or gift cards.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need to provide a receipt or proof of purchase when applying for a return.
Shipping Cost
The shipping cost for returning the products will be borne by Tewaycell or the customer by following situations.
- When Tewaycell Pays For Return Shipping
Tewaycell will pay for the cost of return shipping if the reason for the return was the result of OUR error.
Examples of instances may include:
- We shipped out the wrong item.
- We shipped it to the wrong address.
- We shipped a duplicate order.
IMPORTANT
- For items that arrive damaged or are defective, the customer MUST provide videos or photos to support the claim that the item arrived damaged or is malfunctioning. If a customer refuses to or fails to provide videos or photos of a claimed malfunctioning/damaged item, this return will be treated as “buyer’s remorse” and the customer is solely responsible for shipping it back.
- If a customer claims an item is defective/damaged, the customer must provide a proof prior to return, with no exceptions.
- If the return request for a damaged/defective item can be fixed with simple parts and support, we can provide the option of free replacement part(s) and advice on how to repair your item if the customer finds that to be the easier solution so you don’t have to ship a large bulky item back.
- When the Customer Pays For Return Shipping
In the case of a return due to customer error, return shipping is the customer’s responsibility and shipping charges are paid by the customer. Fees vary by region.
Tewaycell will provide the pre-paid return shipping labels to the customer and the shipping cost for returning the products will be deducted from the refund.
It is important to note that any order offered with special shipping charges is subject to a deduction of our actual outbound shipping costs.
Return Address
As we have warehouses in different places to receive the return products, please contact Tewaycell customer service by email (service@tewaycell.com) to obtain the return address.
Refund:
To start a return, you can contact us at service@tewaycell.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Cancellation of order
For orders shipped from the EU, Tewaycell generally sends out your orders within 1-2 business days. And due to time differences, logistics number updates are usually delayed by 1-2 working days.To cancel an order, please contact Tewaycell as soon as possible to cancel the order and the customer will get a refund within 12 hours if the products are not sent out.
For orders shipped from China, Tewaycell generally sends out your orders within 3-7 business days. The actual logistics update is subject to the logistics number time provided by the freight forwarding company. If you want to cancel the order, you can apply to the customer service within 1-2 days after placing the order. If it exceeds 2 days and the product has not been shipped, if you apply to cancel the order, you will be charged a 5% production and operation fee.
If your order is paid by credit card, due to the handling fee charged by the third-party bank, if you use this payment method and cancel the order, you will need to bear the additional payment and refund fees, that is, total 10% handling fee.
To cancel your order, please contact us via service@tewaycell.com.
Price Protection Policy:
At our company, we strive to offer our customers the best value for their money. However, we understand that prices may fluctuate due to market conditions or promotional activities. Therefore, we have implemented a Price Protection Policy to ensure transparency and fairness in our pricing practices.
Uner this policy, we do not guarantee price protection for our products. If the price of a purchased product decreases after the purchase, we do not offer refunds or exchanges based on the price difference. It is important to note that this policy applies to all customers, regardless of the purchase ddate.
In the event that a customer wishes to return or exchange a product, they will be responsible for covering the shipping costs associated with the return or exchange. This ensures that the customer bears the expenses related to the decision to return or exchange the product due to a price drop.
Furthermore, our Price Protection Policy only applies to products that have not been used or tampered with. We cannot accept returns or exchanges for products that have been opened, used, or damaged in any way. This policy is in place to maintain the quality and integrity of our products and to ensure a fair and consistent experience for all customers.
We appreciate your understanding regarding our Price Protection Policy. If you have any further questions or concerns, please do not hesitate to contact our customer service team. We are here to assist you and provide the best possible service.
More Information
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us at service@tewaycell.com.