1, Generally, ATCOM will send out the cargo within 3-5 days after customer confirm the order and pay it, through some famous international express shipping company such as DHL, Fedex, UPS or TNT etc. Customers can receive the cargo within 5-10 business days after we send out. If customers do not receive the cargo 15 days after we ship, we suggest to contact the express shipping company first, then return to ATCOM, we may help you to do the claim.
2, In case, when customers receive the cargo, there happen to be defective or damage, we ATCOM will deal with it , from the following 3 ways, as below,
A, Return DOA (Dead on Arrival) Item,
Any products, dead on arrival (incorrect usage excluded) within 5 days after shipment. And customers send us the pictures or video as proof, We will suggest you to return it back to us with effective tracking no and shipping bill, and after we receive it and confirm the damage, we will repair it or send the new one.
B, Return Defective Item (under the guarantee)
In case your product (physical damage or incorrect use) turns out to be defective under the guarantee, please contact atcom first, we will try to check the problem and confirm if we can send you the parts, and customers can do the repair by themselves or not In case , customers can not repair by parts, we will agree the two ways to return defective products, as below,
a, If the defect is not caused by you, physical damage, we will pay necessary shipping fees for returning the defected Product to you and you pay the shipping fees for returning back to atcom.
b, If the defect is caused by you, incorrect use, you will pay necessary shipping fees for returning the defected Product to us and for sending the replaced one to you
If the shipping fees is higher than the products’ cost, we suggest customers to drop it and order new one.
All of the products’ warranty period is 13 months.
C, Return defective or damage that is out of warranty expires the guarantee, you will all pay necessary shipping fees for returning the defected Product to us and for sending the replaced one to you
3， Refund item
In case, customer decides to refund after receiving the defective products based on DOA (Dead on Arrival) with proof , ATCOM will accept and do refund as soon as we can, based on your original method of payment. such as Paypal,
The proof we require customer to offer is as below:
1,The photos of original package with front and back sides
2,The photos or video of the defective item(s)
3, The photos, video or screenshot showing the malfunction of the defective item(s) and configuration files