FAQ For Physical Products(Devices/Parts)

FAQ About Payment & Shipment

The payment should be 100% completed in advance by either T/T(Wire Transfer), Western Union, MoneyGram, Escrow, or PayPal(Sample only). And all TRANSACTION FEES should be born on the sender’s side.

Normally, it only takes 1-3 days after the payment is confirmed.

As soon as your parcel is on the way, you will receive an email from your dedicated sales representative with a tracking number that will enable you to track the parcel

Yes, we accept orders worldwide and ship to over 170 countries at present. For separate countries or regions, suitable shipping options will be recommended.

Note: For remote regions, additional fees will be charged according to express company policy and buyer is liable for any customs taxes or duties

Yes, it does. However, we can assure that the price is up to par with quality also. In this business, we are in it for the long haul. The most important factor in our business is quality. We will not compromise on quality versus cheaper quality but better pricing. We vigorously check and inspect each physical product(device/part) before it reaches our customers’ hands

FAQ About Warranty Policy & Return / Refund

Yes. Each device/part is labeled with visible and invisible identification marks unique to our company.

If returning defective devices/parts under warranty, you must contact your dedicated sales representative firstly to get an RMA Number. We will not accept any devices without an RMA Number issued.

Our devices/parts all have a special stamp on each individual product. Please don’t wipe/remove it as it will void your warranty with us. If you have any questions or concerns about a product’s ownership, please call one of our sales representatives or send us an email with pictures so we can authenticate if the products are ours.

1 year quality warranty for physical products.

This Warranty covers functional problems not caused by man-made damage during the warranty period. 

1. Defects caused by the transportation or storage of the Product (the delivery from the purchaser to NOREPHONE for RMA needs).
2. Damage caused by the disassembling, repair, or modification by anyone without NOREPHONE authorization.
3. Product damage due to unexpected or human factors. Such as liquid damage, drop damage, improper voltage, compression, etc..
4. Damage caused by not following the operation instructions to install/use/maintenance/store the product.
5. Without NOREPHONE QC marks.
6. Out of warranty.
7. Damage caused by force majeure factors, such as floods, fire disasters, earthquakes, etc.

Exchange/Refund
Within 7 days from the date of purchase, if the product has a functional problem caused by non-human damage, you may choose to refund or replace the malfunctioned product with a new or other product with the same current value (only for physical products).

Repair
NOREPHONE will issue an inspection report at the beginning. The solution will then be presented based on the inspection report (product in-warranty or out-of-warranty) in the next 15 days. For product in-warranty, we will repair them as soon as possible.

Only unused and unopened items may be returned to NOREPHONE. Use is defined as any attempt to install, open or use an item. Please inspect your products carefully upon receipt. Absolutely no returns will be accepted after 7 days of the original receipt date. All non-defective products returned to NOREPHONE for refund are subject to a 20% restocking fee(NO EXCEPTIONS). All return requests are handled on a case-by-case basis.

Warm prompt
If products match the return policy, NOREPHONE accepts product exchange only when supply bottlenecks or out of stock happens, refund is accepted.
If products mismatch return policy, customer could request parcel return if needed, or just abandon it.

SPECIFIED DECLARATION
As regards to the products do not fit our warranty policy or exchange and refund terms, or those are damaged by customers, NOREPHONE reserves the right to deny taking after-sales obligations.

The party receiving the shipment should conduct an inspection to verify the following conditions:

Damage
For significant damage to the product received, please take photos/ record videos and contact us within 7 days of the receipt. NOREPHONE will offer a solution after negotiation with the logistics company.

The product conforms to the purchase order
requirements and other relevant documents (for example, correct model number, description, size, type, color, quantity, etc.). If you have any questions, please contact your dedicated sales representative  within 7 days of the receipt.

Within 7 days from the date of purchase, if the product has a functional problem caused by non-human damage, NOREPHONE is responsible for the shipping fee back and forth if you send products back to refund, replace or repair.

Within 8-30 days from the date of purchase, The customer will bear the shipping fee for the products to be returned to Hong Kong.

Within 31-365 days from the date of purchase, The customer will bear the shipping fee back and forth.

*Take a photo/record a video of the defective product and contact NOREPHONE sales representative.
*If the online support can not solve the problem and the defective product can meet our warranty return requirements, the customer can initiate an RMA application.
*NOREPHONE After-sales Service Center (Futong@norephone.com) reviews the RMA application and informs the Sales Center of the result.
*With the RMA application approved, NOREPHONE sales representative sends the customer the accurate return address and return list.
*In accordance with NOREPHONE packaging requirements, the customer will have to return the defective product with the return list attached.
*The customer will also have to send the tracking number and the return list in E-file form to *NOREPHONE sales representative (please be noted that this is important and your failure to do this may prolong the after-sales time).
*NOREPHONE After-sales Center tracks the package and arranges the transfer in time.
*NOREPHONE After-sales Center arranges product testing and issues an after-sales inspection report.
*Within 15 days of receiving the after-sales inspection report, the customer negotiates with NOREPHONE sales representative to confirm the after-sales solution.

NOREPHONE sales representative will inform the customer of the correct warranty return address when the RMA application is approved. For the risk of “Return to Sender” package or missing package caused by the wrong address filled-in by the customer, the loss will be borne by the customer.

The After-sales Testing Center will take stock of the product received on the basis of the after-sales return list attached. Packages with a return list attached shall be given priority. If no after-sales return list is provided, the actual quantity of products received shall prevail.

Recommended packaging
Electronic devices such as cell phones, LCD screens, and accessories are fragile and must be protected from transport damage. Since separate retail packaging is often not sufficient for adequate protection during transport, NOREPHONE suggests that customers package the returned products in the original package.

how to repackage the product
If the original package is lost or damaged, please repackage the product with layers of foam.

package each item separately and use separation materials
When shipping more than one item in a single package, please package each item separately and separate them with separation materials. This can avoid damage caused by collisions during transportation.

Leave no space
Please fill in the available space in the box to avoid damage caused by shaking during transportation.

Seal the outer box
Please seal the outer box with tape to prevent the box from being damaged by moisture during transportation.

Special Statement: NOREPHONE reserves the right to the final interpretation of the Warranty Policy.

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