Refund & Cancellation
Hopefully you will be pleased with your purchase from and surely we will always provide you with better products and prices. It’s better for you to understand the following before placing an order.

Fees of order cancellation

  • Order is not shipped out / Pre-order: We will deduct a PayPal/Payment Gateway transaction fee(4.9% of payment) if you cancel an order because you changed your mind or ordered the wrong product. You are required to submit your request to us by using "Contact Us" or emailing us at [email protected]. We generally dispatch an order within 2-3 business days.
  • Order is shipped out:  If an order has been shipped, it’s impossible for us to cancel or modify it anymore. If you still want a refund, your  is required to return the ordered item on it’s arrival. In this case,We will refund the payment when you returned the product(in the original box). Please note we only refund the cost of the products. The shipping cost,VAT paid (if applicable)  and the PayPal/Payment Gateway transaction fee(4.9% of payment) will be deducted.

* PayPal new rules: the merchant transaction fee will be not refunded if the order cancellation.

If your item arrives damaged or defective, please follow the warranty process and contact our Customer Service Team for RMA authorization within 7 days of delivery. After returning the product to us, we can send you a new item free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund. Enjoy total peace of mind: every single purchase is 100% risk-free each time you shop at Voptronics.

Damaged On Arrival Items
If an item is found visibly damaged on receipt, we kindly ask you to support us by accepting the parcel, as well as providing us with the evidence as following:
1. Photos of the front and back sides of the packaging box;
2. A photo, video or screenshot of the defective item;
3. A photo, video or screenshot of the defective item or the defective part of the parcel.
Our sales manager will communicate with you for further information.
 *Minor denting or damage to the product box or packaging does not qualify for DOA returns. 


  1. Customers must first send a clear photo or video of the damaged or defective product and the shipping packaging before we can consider issuing RMA authorization. Please use good lighting, and a close to medium distance, so we can identify and verify the issue(s). Attachment size must be under 2MB for the Customer Service Team, please send larger attachments to: [email protected].
  2. After Voptronics has received the returned product and confirmed the product is faulty, the return shipping cost will be refunded based on a valid return receipt. For example, if the return shipping fee is 40 USD, Voptronics will refund the same amount of  40 USD to the customer. If our technical team determines the item is not DOA, Voptronics will not compensate the return shipping fee. Refund requests for a return shipping fee without a valid RMA return receipt slip will not be accepted.
  3. Product returns must be via one of Voptronics's approved shipping methods.

If for whatever reason you do not want your item within 14 days of receiving it, you may also contact us for a return and refund. Kindly note that in such cases the return shipping fee is the customer's responsibility and is non-refundable,and will be charged a minimum administration fee of $50.00, Items MUST be returned in their original packaging, unused and unopened in order to qualify for a product refund.


Please note that due to their product nature, some items are ineligible for change of mind returns. These include:

  • The mobile phones / devices are activited
  • Mystery Box bundles
  • Any products that have been personalised or customised
  • Special order items, unless agreed upon with a sales representative
  • Items missing their original serial number, IMEI, and/or UPC/EAN code
  • Items sold as faulty or broken
  • Any product with a "change-of-mind returns ineligible" disclaimer listed on the web page

Accessories: Low-value accessories including (but not limited to) cases, covers, screen protectors, cables, and batteries are entitled only to 7-Day DOA replacement .

Additional Returns Info
Please contact our Customer Service team for assistance with RMA.

Products should be returned in their original packaging with all documentation, accessories, battery, stylus, cable, headset etc. enclosed in the initial shipment.

If an item returned has been used or missing content; and thus cannot be directly restocked, a restocking fee up to $100 will be charged. This applies to all return requests.

Please note that Voptronics must test all returned products before we can issue a refund or exchange any products. Replacement items cannot be sent until the original item has been returned to us and inspected by our returns department. This is necessary so we are able to file claims on defective or damaged goods with the manufacturer or the shipping company and to verify eligibility for return, replacement, or repair.

Personal Information
When you return your device, you will need to make sure that it is unlocked and free of security software that might prevent us from being able to access it. If the device is locked or disabled when you return it, we may have to charge you the full cost of the device and/or not process a repair/refund (if applicable).

Note: If you are not able to unlock or deactivate your device, please let us know before returning.

Please be sure that your device is restored to its factory settings without any personal data remaining prior to return. We will not be responsible for any use or disclosure of any data that is on the returned device during the assessment and repair process.

Service and Repair Policies in Warranty Period

If any of the items you have purchased from us is found defective within 1 year from receipt, you are entitled to a repair under warranty. Please kindly provide us with evidence as below: photos and videos of the defective item. After providing such information to the relevant sales manager and the problem is acknowledged, you can send the items back to us for a repair

 Type of repair Applicable charges (Buyer) What to do
Cases where a repair rather than a refund is allowed    
1. Man-made factors
2)Exclusive of misuse,unofficial firmware or software modifications or any others causes of damage;
3)Drops or falls
4)Water soaking: dropped into water; exposed to rain, fog or mist droplets ; spilling liquid into the phone
5)Other man-made damage
Shipping cost for return; redelivery cost; repair cost Voptronics will send your items for repairing and will provide you with an estimate of any additional costs arising from repairs.
2. Scratches or damage is noticed on packaging and appearance.
3. Scratches or damage is noticed on the screen and main board, or other unauthorised third-party repairs are received.
4. The item is retured without the package and accessories.
5. Production of such items is ceased and the item has been in use for more than one month.
Cases where neither a repair nor a refund is allowed    
1. Items not ordered from Voptronics.    
2. The warranty period has expired or the problem is not covered by the Manufacturer’s Warranty.    
Other warranty and return policies for special product will be provided in specific product catalogue, please carefully read the following Product Warranty Terms and Conditions.


Please email below details to your sales manager's email address or [email protected] after you send back the defective items:

1.Tracking number for the returned parcel;

2.Model number of the returned item;

3.Detailed description of the problem for each item

4.Original Order number from Voptronics for each item

5.All parcels shall be sent back by post, or we won't sign to accept the parcel if any duties arises from shipping by any other express delivery method.

Warranty Exemptions and Notes

  1. 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 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:

  • Flash the firmware of a device or root a device
  • 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

All returns must first be authorized by Voptronics Support team prior to return. If the customer has returned the package without prior authorization (R.M.A), sends to the wrong address, returns an incorrect item, or submits an empty box, there will no compensation permitted in such cases.
Special Notes:

  1. Except for DOA (Dead on Arrival) cases, the customer will be responsible for the return shipping cost of the item for any other reasons.
  2. During the return shipping, the customer is responsible for any and all customs charges, excise duties or tariffs during the item return to China. In these cases we will deduct the customs fees from your authorized refund amount.
  3. Voptronics will ship the item to the customer via Flat Rate Shipping by default. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.
  4. Please pay attention to the return message, once the show sign, please contact us again
  5. The customer will be responsible for any costs incurred for product repairs or resending of parts due to incorrect usage, including shipping fees.

If your item has an issue, please first submit a ticket to our Customer Service Team([email protected])

Please carefully follow our warranty process to minimize any delays:

  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. Provide the item code indicated on the outer packaging.
  4. Send a clear photo or video showing the defect(s); these should be taken under good lighting.

NOTE: Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s). We will always do our very best to help you. Thank you in advance for providing all the information stated above.

Please be sure to open the parcel and carefully check the contents before signing for the package.
For any issues, please carefully follow our warranty process to minimize any delays:

  1. Contact our Customer Service Team with your order number and the product code (SKU number).
  2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.

Possible Solutions:

  • If there is an item missing, we will resend the missing item/accessory for free within the warranty period.
  • If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). Voptronics will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.


The following section describes the processing time required upon receiving your returned item.

  • For exchanges, the processing time for the exchanged item will be between 3-6 business days, upon receiving your item back to our warehouse and depending on stock availability.
  • 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.
  • For repairs, it will take between 7-14 business days depending on the item and the manufacturer's stock of spare parts.Voptronics’s dedicated Customer Service agents will keep you updated on the repairs process via email([email protected]).

       *PayPal/Payment Gateway new rules: the merchant transaction fee will be not refunded if the order cancellation.


To Top