SmartAX MA5675 GPON ONU

Return and Exchange Policy

Thank you for choosing Huatelecom! We value your trust and strive to provide high-quality products and exceptional service. Below is our comprehensive return and exchange policy to ensure your rights are protected.

1. Return Policy

• Eligibility for Returns (Quality Issues Only):
  If the product has quality defects that affect its normal usage, you are eligible to apply for a return within 7 calendar days of receiving the product. The following conditions must be met:

  1. The product must be unused, with all original packaging, accessories, and manuals intact.
  2. A valid proof of purchase (order number, invoice, etc.) must be provided.
  3. Clear evidence of the defect, such as photos or videos, must be submitted for verification.

• Shipping Costs for Returns:
  If the return is due to quality issues, Huatelecom will cover the international shipping costs for returning the product.

• Refund Processing:
  Once the returned product is received and inspected, the refund will be processed within 7 business days. The refund will be issued through the original payment method, and processing times may vary depending on your payment provider.

2. Exchange Policy

• Eligibility for Exchanges (Quality Issues Only):
  You may request an exchange if the product develops a quality issue within 15 calendar days of receipt. The conditions for eligibility are:

  1. The product must be returned with all original packaging, accessories, and manuals.
  2. Proof of purchase and evidence of the defect must be provided.

• Shipping Costs for Exchanges:
  Huatelecom will bear the international shipping costs for the exchange.

• Exchange Process:
  Upon receiving the defective product, we will inspect it and send a replacement product within 7 business days.

3. Warranty Service

• Coverage During the Warranty Period:
  For products within the warranty period, if quality issues arise, we will provide a replacement free of charge with your next order. No additional shipping costs will be incurred for the replacement.

• Out-of-Warranty Repairs:
  For products outside the warranty period, repairs can be arranged. However, customers will need to cover theround-trip international shipping costs for sending the product to us and receiving it back after repair.

4. Damages or Loss During Shipping

• For Customers Who Purchased Shipping Insurance:
  If the product is damaged or lost during shipping, the insurance company will compensate for the loss. Customers must:

  1. Submit a compensation claim within 15 calendar days of the order being shipped.
  2. Provide required documentation, such as photos of the damaged packaging, damaged product, or proof of non-delivery.
  3. Huatelecom will assist in the claim process to ensure timely resolution.

• For Customers Without Shipping Insurance:
  If you choose not to purchase shipping insurance, Huatelecom will not be liable for any damages or losses incurred during transit.

5. Application Process for Returns, Exchanges, or Claims

1. For further assistance, please reach out to us:

   • Email: sales@huatelecom.com
   • Phone: +852 44652638
   • Business Hours: Monday to Friday, 9:00 AM - 6:00 PM (GMT+8)
     Provide your order number, issue description, and supporting evidence (photos, videos, etc.).

2. Request Review:
   Our team will review your application within 1-3 business days and notify you of the outcome.

3. Return or Exchange Process:

   • If approved, you will receive instructions on how to return the product or proceed with the exchange.
   • For insurance claims, we will assist in coordinating with the insurance company.

4. Refund or Replacement:
   Once the product is received and inspected, we will process your refund, exchange, or warranty claim promptly.

6. Important Notes

• Timeframes:

  • Returns must be initiated within 7 days of receipt.
  • Exchanges must be requested within 15 days of receipt.
  • Warranty replacements depend on the warranty terms for the specific product.

• Condition of Returned Products:
  Products must be returned in their original condition with all accessories and packaging intact. Damaged, altered, or incomplete items may not qualify for returns or exchanges.

• Shipping Insurance:
  We highly recommend purchasing shipping insurance to protect against potential damages or losses during transit.

• Non-Eligible Returns/Exchanges:

  • Products with intentional damage or misuse.
  • Issues reported beyond the specified timeframes.
  • Non-Huatelecom products or items purchased from unauthorized channels.

At Huatelecom, your satisfaction is our top priority. Thank you for trusting us with your business!