refund &
cancellation policy

Before Shipment

If your order has not yet been processed or shipped, please contact us as soon as possible if you wish to cancel your order.

Cancellation requests should be submitted to our Customer Service Team:

Email: support@voptronics.com

We generally process and dispatch orders within 2–3 business days.

For cancellations due to a change of mind, ordering the wrong product, or other reasons not caused by Voptronics, a payment processing fee may be deducted from the refund.

The applicable deduction may include payment gateway or transaction fees, generally 5%–10% of the order payment, depending on the payment method and transaction.

After Shipment

Once an order has been shipped, it can no longer be cancelled or modified.

If you no longer want the product after shipment, you may need to return the product after delivery, subject to the applicable return conditions described below.

Shipping charges, customs duties/VAT, payment processing fees, and other non-refundable costs may not be refundable.

If your product arrives damaged or defective, please contact us within 7 days of delivery.

A DOA claim must be submitted to our Customer Service Team before returning the product.

Email: support@voptronics.com

Depending on the circumstances and product availability, we may provide one of the following solutions:

• Replacement of the defective product;
• Repair, where applicable; or
• A refund.

For confirmed DOA cases, Voptronics will reimburse the reasonable return shipping cost based on a valid return shipping receipt and our approved return procedure.

If our technical team determines that the product is not defective or does not qualify as a DOA case, the return shipping cost will not be reimbursed.

If your package appears damaged when delivered, please take photographs or videos before opening the package whenever possible.

Please provide:

1. Photos of the front and back of the shipping package;
2. Photos of all visible shipping labels;
3. Clear photos or videos of the damaged product;
4. Photos or videos showing the damaged or defective part.

Please do not discard the original packaging until the claim has been reviewed.

Minor dents, scratches, or damage to the external product packaging that does not affect the product itself generally does not qualify as a DOA claim.

For eligible products, if you decide that you no longer want the product, you may contact us within 14 days of delivery to request a return.

Change-of-mind returns are subject to the conditions and exclusions described in Sections 5 and 6 of this policy.

To qualify:

• The product must be unused;
• The product must be unopened;
• The product must be in its original packaging;
• All original accessories and components must be included;
• The return must be authorized by Voptronics before shipment.

Return Costs

For returns caused by a change of mind, ordering the wrong product, personal preference, or other reasons not caused by Voptronics:

• Return shipping costs are the customer's responsibility;
• Return shipping costs are non-refundable;
• Customs duties, VAT, tariffs, or other return charges are the customer's responsibility;
• Payment processing fees may be deducted from the refund;
• A minimum $50 administration fee may apply.

The final refund amount will be determined after the returned product has been received and inspected.

Due to the nature of international cross-border purchases, we do not generally accept returns or exchanges after shipment based solely on personal preference.

Change-of-mind returns are only available for products that are specifically eligible under Section 4 and are not excluded under Section 6.

Examples of change-of-mind reasons include:

• "I don't like it."
• "The color is different from what I expected."
• "It doesn't meet my expectations."
• "I changed my mind."
• "The product does not suit my personal preferences."

Once an international order has been shipped, significant costs have already been incurred, including international shipping, customs processing, payment processing, and logistics costs.

Customers should therefore carefully review the product description, specifications, compatibility information, photos, videos, and other available information before purchasing.

If you are unsure whether a product is suitable for your device or requirements, please contact us before placing your order.

Please note: This restriction does not affect valid claims involving defective, damaged, missing, or incorrectly shipped products.

The following products are generally not eligible for change-of-mind returns:

• Activated mobile phones or other electronic devices;
• Mystery Box products or bundles;
• Personalized or customized products;
• Special-order products, unless otherwise agreed with a Voptronics representative;
• Products missing their original serial number, IMEI, UPC, or EAN;
• Products sold as faulty, defective, or broken;
• Products specifically marked as "Change-of-Mind Returns Not Accepted" on the product page;
• Low-value accessories, including but not limited to phone cases, covers, screen protectors, cables, and batteries.

All returns must be authorized by Voptronics before shipment.

Customers must obtain an RMA (Return Merchandise Authorization) or written return authorization from our Customer Service Team before returning any product.

Returns may be refused if:

• The customer returns the product without authorization;
• The product is sent to the wrong address;
• The wrong product is returned;
• The returned product is incomplete;
• The package is empty;
• The product cannot be identified;
• The return does not comply with the applicable return instructions.

Please do not send a product to any address unless instructed by our Customer Service Team.

For confirmed DOA cases caused by a defective or damaged product, Voptronics may reimburse reasonable return shipping costs based on a valid return receipt and our approved RMA procedure.

For other returns, including returns not caused by shipping damage, change-of-mind returns, and returns caused by customer error, the customer is responsible for the return shipping cost.

Voptronics does not generally provide prepaid return labels.

All international returns must be shipped using a return method approved by Voptronics.

Customers are also responsible for customs duties, tariffs, VAT, or other charges incurred when returning a product to China.

Please contact our Customer Service Team at:

support@voptronics.com

To help us process your request efficiently, please provide:

1. Your full order number;
2. Product name and SKU;
3. A detailed description of the problem;
4. When and how the problem occurred;
5. Any troubleshooting steps you have already taken;
6. The product code shown on the packaging;
7. Clear photos or videos showing the problem;
8. Photos of the original shipping package when applicable.

Photos and videos should be clear, focused, and taken under good lighting so that our team can properly identify the issue.

For large attachments, please send them directly to support@voptronics.com.

Please carefully check the contents of your package as soon as you receive it.

If an item is missing or you received an incorrect product, please contact us as soon as possible.

Please provide:

• Your order number;
• Product SKU;
• Photos of the outer package;
• Photos showing all shipping labels;
• Photos of the products received.

Possible Solutions

If an item is missing, we may resend the missing product or accessory at no additional charge, subject to verification.

If we shipped the wrong product, we may send the correct product, provide a refund, or provide another appropriate solution.

Voptronics will determine whether the incorrect product needs to be returned and, where applicable, may provide instructions regarding return shipping.

Once we receive an authorized returned product, our team will inspect it to determine whether it qualifies for a refund.

Refund Processing Time

For approved refunds, Voptronics generally processes the refund within 3–6 business days after receiving and inspecting the returned product.

After the refund has been issued, the time required for the funds to appear in your account depends on your payment provider or financial institution.

Please note that:

• Original shipping costs may be non-refundable;
• Return shipping costs may be non-refundable;
• Customs duties and VAT may be non-refundable;
• Payment processing fees may be deducted where applicable;
• Administration fees may apply to eligible change-of-mind returns.

For approved exchanges, replacement processing generally takes 3–6 business days after the returned product has been received and inspected.

Replacement availability depends on current inventory.

If the original product is no longer available, Voptronics may offer an alternative product or another appropriate solution.

Before purchasing, we strongly recommend checking:

• Product specifications;
• Device compatibility;
• Product version;
• Network compatibility;
• Supported languages;
• Google services compatibility where applicable;
• Warranty information;
• Shipping method;
• Estimated delivery time;
• Return eligibility.

If you have any questions, please contact us before placing your order.

Customer Service: support@voptronics.com