1.Dead on Arrival (DOA)
Customers should contact our Customer service (firstname.lastname@example.org) within 7 days upon receipt of goods for DOA situation.
The outer packing is broken or out of shape
- Immediately file a case upon the broken package to the courier company and get a confirmation in a form of a paper proof with stamp on it.
- Send us the pictures of the received items/package with detailed information describing the issue, along with the aforementioned paper proof and case number with which we can quickly confirm the case.
- After verifying all the required information, we will either provide a replacement or a full refund, depending upon your requirement. The outer packing is in a good shape while the item is not working.
- Send us the pictures of the received items/package with detailed information describing the issue.
- After verifying all the required information, we will either provide a replacement or a full refund, depending upon your requirement.
2.Missing item(s), wrong item(s) or incorrect package sent
Please carefully check the contents and the weight of the parcel before signing it. For any issues, please contact our Customer service (email@example.com) with the information below:
1. Email us with your order number and the product code (SKU number).
2. Please send us the clear pictures of the outer packaging, the shipping label, weight of the package and the item you receive.
3. 7-14 Days Disliked item
If you are not satisfied with your purchase and the product is still in brand new conditions, you can simply return and refund. Please note customers are responsible for returning shipping fee. We will either provide a replacement or a refund (shipping fee excluded), depending upon your requirement after receiving the exchanged item of your order.
4.One Year Repair Warranty
Thetopmark offers 1 year warranty starting from the date you receive the goods (RC quadcopter is not in the scope of this warranty). Any free repair needs to be confirmed with the manufacturer via Customer Service. Please note the free repair rule does not apply to motherboard, battery & screen. Items should be returned at customer's cost, while Thetopmark will pay for the shipping fee of sending the repaired item to customer.
All the artificial factors cause the damage of the item is beyond the warranty, however customers can return it at their own cost and pay a fee for the repair.
5.Warranty Exemptions and Notes
1. Natural product degradation through wear and tear, along with breakage/damage during use,is solely the customer's responsibility and is not covered by our warranties.
2. If the customer has damaged/misused the item(s), the product's warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.
The customer voids the warranty if they:
- Open the body in an attempt to fix the device
- Modify, remove, customize, or swap parts of the product
- Use the device in a way that it is not originally intended for
- Continue to use the item once a fault occurs and causes more damage
- Fails to contact us when the problem first occurs
3. All returns must first be authorized by Thetopmark's Support Team prior to return. Please kindly refer to the following steps in " How to a request warranty" below. For incomplete warranty requests, Thetopmark reserves the right to refuse any compensation. If the customer has returned the package without prior authorization (RMA form), sends to the wrong address, returns an incorrect item, or submits an empty package, then again Thetopmark reserves the right to refuse any compensation.
4. All returns will be inspected by our technical team upon arrival. If the returned item cannot be repaired, Thetopmark will offer an alternative solution.
1. The shipping fee for returning the product back will be paid by the customer and is non-refundable except for in 7 day DOA situations.
2. During the return shipping, the customer is responsible for any and all customs charges, duties or tariffs during the items return to our warehouse. In these cases, we will deduct the customs fees from your authorized refund amount.
3. Thetopmark will by default resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.
4. In case of any misuse, any and all repairs, accessories and shipping fees, both ways, are fully the customer's responsibility and are at their own expense.
6.How to request warranty (return, repair and refund)
Please first submit a Ticket to our Customer service (Email: firstname.lastname@example.org) with the information below:
1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product code (SKU number).
2. Tell us what steps you have already taken to resolve the issue.
3. Send a clear photo or video (Via Chat online) showing the defect(s); these should be taken under good lighting.
Our After-sales team will look into the problem you are facing and get back to you with a solution ASAP.
7.Returns and Compensation Process
For any after-sales issues, please contact - (email@example.com) directly and they will offer you a solution according to your case.
Please check each processing time upon receiving your returned item.
1. For exchanges, the processing time for the replacement will be between 2-7 business days, upon receiving your item back, and depending on stock availability.
2. For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this the refund time will depend on the payment method. Please see below for details:
-PayPal refunds may take up to 48 hours to process and appear in your account.
-Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.
3. For repairs, it will take between 15-30 business days depending on the item and the manufacturers stock of the spare parts.