Why DXSOUL  -  Warranty

Warranty

Q: What is DX’s satisfaction guarantee?

A: Your satisfaction is our top priority so all of our products are guaranteed to arrive safely or your money back!

 All items are covered by a 5 day dead on arrival warranty. Most items are covered by a 90 day free defective replacement warranty and 150 day repair warranty. For complete details please click here.

 

Q: How to deal with DOA (Dead On Delivery) goods?

A: Any products, regardless of the guarantee offered, dead on arrival (incorrect usage excluded) Please contact us in7 business days after you’ve received the orders..


 In this case, please kindly provide us with proof as below:

·         The photos of original DX package with front and back sides

·         The photos or video of the defective item(s)

·         The photos, video or screenshot showing the malfunction of the defective item(s)

 

In a DOA Situation: a reimbursement for return shipping fees is available, provided that:

·         Return the item(s) by register mail with tracking number to the nearest Product Drop Off Box (see details below); Please be sure to keep the shipping receipt with you after return. We will process for you upon receiving the screen shot of your receipt.

·         The return shipping fee is less than 60% of the defective item(s) value, and also less than $40 (USD), we will cover the actual postage (according to the receipt you provided). If the return shipping fee exceeds the limit above, please contact our CS staff to further confirm it.

 

For DOA (Dead On Delivery) items, we will accept postage free return to our US drop address as follows:

ATTN: Grant 1941 Davis Street,

Ste. B Unit 31San Leandro,

CA 94577UNITED STATES

 

All customers should contact us by Customer Service Express (https://cs.dx.com) before returning any item(s). DX will not be responsible for returned item(s) without notifying us in advance.

 

Q: What should I do when I receive an Incorrect Item ? 
A: If the item you received is completely different from the one you ordered, please contact us via our Customer Service Express and provide us the picture proof of the error.

 If return is necessary, replacement plus shipping cost reimbursement will be issued to you on receipt of return proof. Please be sure that the incorrect item you return is in the original package and the merchandise is in the same condition in which it was received.

 For the incorrect item, if you are able to find a use of it and prefer to keep it, you may suggest that to us and we will offer you a certain discount for buying it.

 After receiving the incorrect product, please kindly provide us with proof as below:

·         The photos or video of the incorrect item(s)

·         The photos, video or screen shot showing the malfunction of the defective item(s)

Because different batches of the products are supplied, the item logo or packaging you received may vary from the one displayed on our website. If all the functions and appearance of the product prove to be correct, please understand that this case will not be included in this policy.

US drop address as follows:

ATTN: Grant 1941 Davis Street,

Ste. B Unit 31San Leandro,

CA 94577UNITED STATES

 

 

All customers should contact us by Customer Service Express (https://cs.dx.com) before returning any item(s). DX will not be responsible for returned item(s) without notifying us in advance.

 

Q: How to Return Defective Items?

A: We will try our best to make sure the products shipped to our customers are in the best condition. If your product turns out to be defective, please contact us in 14 days after you received the order.

 Policy: Upon being returned, the defective item will be refunded or replaced for free. Return shipping fee reimbursement is 35% of the item's price up to a maximum of $40.

 Detail: The products get damaged (physical damages and damages caused by incorrect usage excluded) within 14 days after shipment (The order shipment date and order notification are provided to you by email). Customer may mail the products back to us. Full refund or replacement plus shipping cost reimbursement will be issued to you upon receipt of shipping proof (available tracking number or a screen shot of shipping receipt).

 Note for return:

 Return the item(s) by ordinary mail (the least expensive way) with tracking number to the nearest Product Drop Off Box (see details below); If the mail service with tracking number costs more, you may choose the one without tracking, please be sure to keep the shipping receipt with you after return. We will process for you upon receiving the screen shot of your receipt.

 The return shipping fee is less than 35% of the defective item(s) value, and also less than $40(USD). We will cover the actual postage (according to the receipt you provided). If the return shipping fee exceeds the limit above, please contact our CS department for further confirmation.

US drop address as follows:

ATTN: Grant 1941 Davis Street,

Ste. B Unit 31San Leandro,

CA 94577UNITED STATES

 

 

All customers should contact us by Customer Service Express (https://cs.dx.com) before returning any item(s). DX will not be responsible for returned item(s) without notifying us in advance.

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