BackWin After-sales service

We abide by Chinese laws and regulations and provide perfect after-sales guarantee services for 3C products.

After receiving the goods, users in China can enjoy the ""three guarantees"" policies such as 7-day no-reason return, 15-day quality problem replacement and one-year free warranty in China, which fully protects your consumer rights and interests.

After-sales service commitment

7-day return in China, 30-day return outside China and Hong Kong, Macao and Taiwan: within 7 days or 30 days from the date of receipt of the customer, under the premise that the goods are intact (including accessories, packaging and labels), you can apply for a return.

15-day exchange in China, 30-day exchange outside China and Hong Kong, Macao and Taiwan: from the 15th to 30th days from the date of receipt. If there is a quality problem with the goods, you can apply for replacement. When exchanging products, we can replace goods of the same model, price and specifications for free.

One-year free warranty: Within one year from the date of purchase, you can enjoy a one-year free warranty service if there is a quality failure of the goods.

During the warranty period, except for normal use and wear, non-man-made damage can be repaired free of charge.

Freight assumption rules: The return and exchange freight shall be handled according to the principle of ""who is at fault, who bears""

Return without reason (return for buyer's personal reasons), our company will bear the shipping freight, and the buyer will bear the return freight; if there is a quality problem in 15 to 30 days, our company will bear the round-trip freight.

Other agreements: Valid invoices or purchase vouchers are required when returning and exchanging goods; if the product exceeds the specified period, there is no invoice or the serial number is tampered with, the goods are self-disassembled, watered, falling and other man-made damage, it is not within the scope of free return and exchange and warranty.

To apply for the ""30-day return guarantee"", you must meet the following conditions:

Please return the product you received to us.

- You must still have the product you want to return.

- It must be submitted within 30 days after receiving the product.

- The seller at the time of purchase must be ""BACKWIN INTERNATION""

- You must be able to provide the order number at the time of purchase.

- Take videos or photos to show the condition of your products.

- The status of returned goods

- The product must not be used and remain in the same condition as when you received it.

- The product is well packaged.

• All product accessories are included.

• When returning the goods, please contact the customer service of the official website or send an email and follow the instructions of the customer service reply. Please do not send the product back before submitting the return application to us.

- After receiving the product returned by the customer, we will start the refund or replacement process.

More than 30 days from the date of receipt, we will not accept returns or exchanges for any reason.

If you request to return the product and refund the purchase price, and the returned product has the following defects, we will deduct the corresponding fee from your refund.

Return and exchange process

Application submission: If you need to return or exchange goods, please contact the official website customer service or submit the after-sales application by email. Explain the reason for the return and exchange and provide the order number, product photos and other information, and the customer service will reply to the review result within 24 hours.

Merchant review: We will give the review result after verifying the information (usually it takes 3-5 working days). After the audit is approved, please fill in the return form according to the guidelines and keep the original packaging and accessories of the goods intact.

Send the goods back: pack the goods properly and send them back to the designated repair centre or store, and provide the express tracking number. Please keep the photo of the express delivery list for inquiry. Please make sure that the returned repair or replacement goods are not unsealed or damaged before sending them out.

Refund/exchange processing: After we receive the returned goods and accept them without error, we will complete the refund or reship them in 5-7 working days; if the goods fail to pass the acceptance (such as missing accessories, non-quality damage, etc., we will deduct the corresponding amount from your refund.), we will communicate with you in time to solve the problem if there are any charges. Case. The refund will be returned to the original payment account.

The return and exchange process shall be strictly implemented in accordance with the relevant laws and regulations in China.

If you return the goods for personal reasons, you need to bear the return freight; if it is a quality problem, our company will bear the relevant freight.

If you have any questions, please contact the official website customer service or send an email, and we will reply within 24 hours.

Warranty and repair service

During the warranty period, if there is a quality failure of the goods, we will be responsible for free repair.

Users need to send the goods to the designated repair centre or store according to the customer service guidelines with valid invoices and warranty cards.

Out of the warranty period, or for repair needs caused by man-made damage, we will provide chargeable repair services and charge according to the actual damage. After the repair is completed, the logistics will be sent back to the consumer.

Customer service contact information and self-service support

Customer service hotline: Call +86 13826425060 (9:00-18:00 on weekdays) to contact manual customer service.

Online work order: log in to the official website, contact customer service, and we will reply within 24 hours.

Email: Send an after-sales email to info@backwin.com, and we will reply within 3-5 working days.

WeChat official account/social media: Follow the official WeChat official account or other social platform accounts to get online customer service, the latest announcements and frequently asked questions.

Self-service: Visit the official website help centre to view product parameters, frequently asked questions and user guides, etc. to quickly get solutions.

We provide multiple channels to help you get support quickly, and each of your problems will be responded to and handled in a timely manner.

Frequently asked question

Q: How to apply for a return and exchange of goods?

Answer: Please contact customer service as soon as possible after signing and submit the return and exchange application. Follow the guidance of customer service, provide the relevant vouchers and send the goods back intact. After our company receives and passes the acceptance, we will complete the refund or replacement processing within 3-5 working days.

Q: Who will bear the return and exchange freight?

Answer: According to the relevant regulations in China, the 7-day no-reason return freight shall be borne by the buyer (the shipping freight shall be borne by our company); the round-trip freight for 15-day return and exchange of quality problems shall be borne by our company.

Q: How can the product be repaired during the warranty period?

Answer: Please contact customer service on the official website or send the purchase vouchers and defective goods (including accessories) to our repair centre or store by email. We will reply to the processing results in 3-5 working days. If it is a commodity problem, we will provide free repair service.

Q: What documents do I need for warranty service?

Answer: You need to provide a valid invoice (or formal proof of purchase) and the product serial number during the warranty. When the invoice is lost or the serial number cannot be verified, the free warranty service cannot be enjoyed.

Q: What should I pay attention to when returning or exchanging goods?

Answer: Please ensure that the appearance, labels and accessories of the goods are complete and do not affect the secondary sales. It is forbidden to open the equipment or replace the accessories without authorisation, otherwise it will not be returned or exchanged. If you find damage or missing after receiving the goods, please take a photo within 24 hours and contact customer service.