At ELECHOUSE, we are committed to providing reliable products and responsive customer support. This After-Sales Policy explains how returns, replacements, warranty claims, and refunds are handled for products purchased through our official website.
By placing an order on our website, you agree to this After-Sales Policy.
1. Contact Before Returning Any Item
Please do not return any item without contacting us first.
To request after-sales support, please contact us at: service@elechouse.com
Please include the following information in your request:
- Order number
- Product name and quantity
- A brief description of the issue
- Photos or videos showing the issue, if applicable
- Your preferred solution (technical support, repair, replacement, or refund)
If your request is accepted, we will provide return instructions and, if applicable, an RMA or return authorization.
2. Dead on Arrival (DOA), Wrong Item, Missing Item, or Shipping Damage
If a product arrives damaged, defective on arrival, incorrect, or incomplete, please notify us within 14 calendar days after delivery.
To process such a claim, we may ask for:
- Photos of the product
- Photos of the package and shipping label
- A short video showing the issue, if needed
If we confirm the issue is caused by shipping damage, an incorrect shipment, a missing item, or a product defect present upon delivery, we will offer, at our sole discretion:
- A repair,
- A replacement,
- A refund, or
- Another reasonable solution
For confirmed quality-related issues under this section, ELECHOUSE will bear only the reasonable return shipping cost, provided that the return method, carrier, and cost have been approved by ELECHOUSE in writing in advance.
ELECHOUSE is not responsible for unapproved shipping methods, expedited shipping charges, insurance, duties, taxes, customs clearance fees, or other additional costs unless otherwise agreed in writing.
3. Non-Defective Returns
If you would like to return a product for a non-quality-related reason, ELECHOUSE may accept the return subject to the following conditions:
- The return request must be made within 30 calendar days after delivery
- The item must be unused, unopened, with all original seals intact, and returned in its original packaging in resalable condition
- All accessories, manuals, labels, inserts, and protective materials must be included
- The item must not have been opened, used, soldered, modified, programmed, installed, activated, or otherwise handled beyond normal external inspection
Approved non-defective returns may be subject to a 5% restocking fee of the product price, to cover inspection, handling, payment processing, and restocking costs, to the extent permitted by applicable law.
For approved non-defective returns:
- The customer is responsible for all return shipping costs
- Original shipping charges are non-refundable
- Payment processing fees, customs duties, taxes, brokerage fees, and clearance fees are non-refundable
- The customer must use a trackable shipping service
ELECHOUSE reserves the right to reject returned items that do not meet the above conditions.
4. Limited Warranty
Unless otherwise stated on the product page, ELECHOUSE products are covered by a limited warranty of 12 months from the date of delivery.
This warranty covers manufacturing defects in materials or workmanship under normal and intended use only.
If a valid warranty claim is confirmed, ELECHOUSE may, at its sole discretion, first attempt to repair the product. If repair is not commercially reasonable or not feasible, ELECHOUSE may replace the product with the same or an equivalent product. A refund will be provided only if repair or replacement is not reasonably available, not feasible, or otherwise required by applicable law.
The warranty applies only to the original purchaser and is non-transferable.
ELECHOUSE will bear only the reasonable return shipping cost for confirmed quality-related issues covered by this warranty, provided that the return method, carrier, and cost have been approved by ELECHOUSE in writing in advance. ELECHOUSE is not responsible for unapproved shipping methods, expedited shipping charges, insurance, duties, taxes, or other additional fees unless otherwise agreed in writing.
5. What Is Not Covered
This warranty does not cover any damage, failure, or malfunction caused by:
- Improper installation or improper use
- Wrong wiring or wrong interface connection
- Incorrect voltage, reverse polarity, overcurrent, unstable or insufficient power supply
- Electrostatic discharge (ESD)
- Soldering, desoldering, rework, cutting traces, or hardware modification
- Firmware flashing errors, software misconfiguration, driver issues, or user-side code issues
- Physical damage, drops, crushing, impact, or liquid damage
- Corrosion, contamination, dust intrusion, or use in unsuitable environments
- Operation outside the product’s specifications, ratings, or intended use
- Unauthorized repair or disassembly
- Normal wear and tear
- Compatibility issues with third-party hardware, software, systems, custom designs, or user-designed applications, unless explicitly stated otherwise by ELECHOUSE
Products sold as clearance, special deal, custom-made, OEM/ODM, special-order, service link, payment link, balance payment link, engineering service item, or non-cancellable/non-returnable items are not covered by the standard return terms unless otherwise agreed in writing.
6. Technical Support vs. Product Defect
Many issues involving electronic modules and development boards are caused by wiring errors, software configuration, environment setup, protocol mismatch, incompatible third-party components, unstable or insufficient power supply, or incorrect operating conditions rather than product defects.
As a condition of after-sales evaluation, the customer must reasonably cooperate with ELECHOUSE’s troubleshooting process, including providing photos, videos, wiring details, power supply information, software or firmware information, test results, demo code, logs, and other relevant materials upon request.
ELECHOUSE may provide troubleshooting assistance before approving a repair, replacement, or refund. Failure to reasonably cooperate with the troubleshooting process may result in denial of the claim.
Product compatibility with the customer’s own project, third-party hardware, software environment, custom design, certification requirement, or regulatory requirement does not by itself constitute a product defect.
7. No Fault Found (NFF)
If a returned product is inspected and found to be functioning normally, or if the reported issue is caused by external factors rather than a product defect, the return may be classified as No Fault Found (NFF).
ELECHOUSE reserves the right to charge a reasonable inspection or bench-testing fee for items returned and found to have no defect.
In No Fault Found cases:
- No refund or replacement will be provided
- The customer is responsible for return shipping, reshipping, storage, and any related handling costs
- The item may be returned to the customer only after the applicable charges have been paid
External factors may include, but are not limited to:
- Incorrect wiring
- Insufficient or unstable power supply
- Incompatible systems or third-party components
- Improper configuration
- Software, firmware, driver, or code issues
- Misuse or operation outside product specifications
If the customer fails to pay the applicable charges or provide further instructions within 30 calendar days after notice, ELECHOUSE may treat the item as abandoned and may dispose of it without further liability, to the extent permitted by applicable law.
8. Return Shipping Responsibility
Shipping responsibility will be handled as follows:
If the issue is confirmed by ELECHOUSE to be caused by a product defect, wrong item shipped, missing item, confirmed DOA, or another warranty-covered issue, ELECHOUSE will bear only the reasonable return shipping cost, provided that the return method, carrier, and cost have been approved by ELECHOUSE in writing in advance.
ELECHOUSE is not responsible for any unapproved shipping costs, expedited freight charges, insurance, duties, taxes, customs clearance fees, or other related expenses unless otherwise agreed in writing.
If the return is for any other reason, including but not limited to non-quality-related return, ordering mistake, no longer needed, project incompatibility, customer-side usage issue, or No Fault Found result, the customer is responsible for all return, reshipping, storage, and related handling costs.
Please do not return any item using cash-on-delivery (COD) or unpaid shipping methods unless expressly approved in writing by ELECHOUSE.
9. Refunds
If a refund is approved, it will be processed to the original payment method within 5–10 business days after:
- The returned item is received, and
- The inspection is completed
The actual time for the funds to appear may vary depending on the payment provider or bank.
ELECHOUSE reserves the right to deduct any non-refundable charges, including but not limited to:
- Original shipping charges
- Return shipping charges that should be borne by the customer
- Restocking fees
- Payment processing fees, to the extent permitted by applicable law
- Customs duties, taxes, brokerage fees, or related handling charges
- Loss in value caused by customer handling beyond normal inspection
10. Non-Returnable / Non-Refundable Items
The following items are final, non-cancellable, non-returnable, and non-refundable unless they arrive defective or were shipped incorrectly, or unless otherwise expressly agreed in writing:
- Opened or used electronic modules
- Soldered, modified, programmed, activated, or installed products
- Custom-made products
- OEM/ODM products
- Special-order items
- Engineering services or technical service items
- Software, digital files, downloadable materials, or license-based items
- Service links, payment links, quotation balance payments, adjustment links, or other non-standard transaction links
- Clearance, final-sale, or discounted special deal items, to the extent permitted by applicable law
11. Missing Items or Wrong Items
If your package is missing an item or contains the wrong item, please contact us within 14 calendar days after delivery.
Please provide:
- Your order number
- Photos of the package contents
- Photos of the packaging label
After verification, we will arrange the appropriate solution at our sole discretion.
12. Customs, Duties, and Local Charges
For international shipments, the customer is responsible for any customs duties, import taxes, VAT, brokerage fees, storage charges, or other charges imposed by the destination country, unless otherwise stated.
Refusal to accept delivery due to customs charges, import procedures, documentation requirements, or local compliance issues will not automatically qualify the order for a full refund.
If a returned item causes ELECHOUSE to incur customs duties, import taxes, brokerage charges, storage fees, or other clearance-related costs due to the customer’s shipping method, declaration method, or non-compliance with return instructions, ELECHOUSE reserves the right to deduct such amounts from any refund or to charge them separately.
13. Limitation of Liability
ELECHOUSE’s after-sales responsibility is limited to the remedies expressly described in this policy.
To the maximum extent permitted by law, ELECHOUSE shall not be liable for any indirect, incidental, special, exemplary, punitive, or consequential damages, including but not limited to installation costs, removal costs, reinstallation costs, integration costs, engineering time, debugging time, certification costs, project delay, data loss, business interruption, or loss of profit arising from the use of or inability to use any product.
To the maximum extent permitted by law, ELECHOUSE’s total aggregate liability arising out of or relating to any order or product shall not exceed the amount actually paid by the customer for the specific product giving rise to the claim.
14. Governing Law and Dispute Resolution
This Policy shall be governed by and construed in accordance with the laws of Hong Kong SAR, without regard to its conflict of law principles.
Any dispute arising out of or relating to this Policy, any order, or any product purchased from ELECHOUSE shall be submitted to the courts of Hong Kong SAR, unless otherwise required by applicable mandatory consumer protection law.
15. Policy Updates
ELECHOUSE reserves the right to update this After-Sales Policy at any time. The version published on the website at the time of purchase will generally apply to the order, unless otherwise required by law.
16. Contact Us
For after-sales support, please contact:
HK ELECHOUSE LIMITED Email: service@elechouse.com Website: https://www.elechouse.com