Refund policy

After-Sales, Returns, Exchanges and Refund Policy

Thank you for shopping with Geekwara. As we mainly sell robots, smart hardware and electronic technology products, please carefully review the product model, color, functions, dimensions, supported languages, app requirements, network requirements, plug type and regional compatibility before placing your order.

Except where a product has a confirmed quality issue, shipping damage, missing items, an incorrect item was sent, or applicable law provides otherwise, we do not accept returns, exchanges or refunds due to personal reasons or a change of mind.

1. Inspection Upon Delivery and Evidence

Please inspect the outer packaging, product, accessories and any gifts as soon as you receive your order.

To protect your after-sales rights, we recommend that you:

  1. Take photos of the outer packaging and shipping label before opening the parcel;
  2. Record the entire unboxing process continuously by video or take clear photos;
  3. Confirm that the product model, color, quantity and accessories are correct;
  4. Check that the product is physically undamaged before activating, pairing or using it.

If you find damaged packaging, product damage, missing accessories, an incorrect quantity or an incorrect item, please stop using the product and contact us as soon as possible. For shipping damage, missing items or incorrect items, we recommend submitting the relevant evidence within 48 hours of delivery.

If the product has already been used, disassembled or modified, or if insufficient photos or videos are provided to determine its condition upon delivery, this may affect our assessment and the outcome of the after-sales claim.

2. Situations Eligible for After-Sales Support

You may contact us for after-sales support in the following situations:

  1. The model, color or quantity received does not match the order;
  2. The product was visibly damaged during shipping;
  3. Major accessories clearly listed on the product page are missing;
  4. The product cannot be powered on or used normally upon delivery;
  5. Our customer service or technical team confirms that the product has an inherent quality defect.

When submitting a claim, please provide:

  • Your order number;
  • A clear description of the issue;
  • Photos of the complete product;
  • Photos of the outer packaging and shipping label;
  • A photo of the product serial number;
  • A video clearly showing the issue;
  • An unboxing video or any other relevant evidence.

Incomplete information may delay our assessment and processing.

3. Situations Not Eligible for Return, Exchange or Refund

Unless the product has a confirmed quality issue, returns, exchanges or refunds will generally not be accepted in the following situations:

  1. You changed your mind, no longer want the product, or selected the wrong model or color;
  2. The product matches the description on the product page but does not meet personal expectations;
  3. The product has been used, activated, registered, connected to the internet, paired or linked to an account;
  4. The original packaging, labels, manuals, accessories or gifts are missing;
  5. The product has scratches, dents, stains, damage or any other condition affecting resale;
  6. The product was damaged by dropping, impact, water, moisture, incorrect charging or improper use;
  7. The issue resulted from failure to follow the instructions or customer service guidance;
  8. The product was privately disassembled, repaired, modified or fitted with replacement parts;
  9. The issue relates to regional network, language, app, plug or device compatibility that was already disclosed on the product page;
  10. The issue resulted from an incorrect address, refusal of delivery, failed delivery, failure to contact the carrier or failure to complete customs clearance;
  11. The item is a clearance item, discounted item, gift card, digital product, activation code or digital service that has already begun;
  12. The item is customized, specially ordered or sold on a pre-order basis;
  13. The item was returned without prior approval from customer service;
  14. No valid order number or proof of purchase can be provided.

4. Resolution of Confirmed Quality Issues

If the issue is confirmed to be a product defect, shipping damage, missing accessory or incorrect item, we may offer one or more of the following solutions depending on the circumstances:

  • Remote technical support;
  • Assistance with software, app or firmware setup;
  • Shipment of missing accessories;
  • Repair;
  • Replacement with the same product;
  • Partial refund;
  • Full refund.

The exact solution will depend on the product condition, type of fault, stock availability and after-sales conditions in the customer’s location.

Please note that temporary difficulty powering on, connecting to the internet, pairing or using a particular function does not necessarily mean the product is defective. Some smart electronic products require charging, internet access, app installation, firmware updates or initial setup before use.

5. Return Request and Shipping Process

Before returning any product, you must first contact us at:

support@geekwara.com

Once customer service confirms that the claim qualifies for after-sales support, we will provide the relevant solution, return address and shipping instructions.

Do not send the product back to the original shipping address unless instructed to do so. The after-sales return address may be different from the original shipping address.

Items returned without prior approval may not be accepted, identified or processed. Any loss, damage or costs resulting from an unauthorized return will be the sender’s responsibility.

When returning an approved item, please:

  • Use a trackable shipping service;
  • Package the product and all accessories securely;
  • Purchase shipping insurance for high-value items;
  • Keep the tracking number and shipping receipt.

6. Return Shipping and Related Costs

If the issue is confirmed to be one of the following, reasonable return, replacement or reshipping costs will be covered by Geekwara:

  • A confirmed product quality defect;
  • Shipping damage;
  • An incorrect item sent by us;
  • Missing major accessories caused by us.

If the issue is not caused by product quality or by Geekwara, the customer will be responsible for shipping fees, insurance, customs duties, clearance fees, storage fees and any other related costs.

If a parcel is returned because the customer refused delivery, provided an incorrect address, was unavailable to receive the parcel or failed to complete customs clearance, the related round-trip shipping fees and other costs may be deducted from any refundable amount.

7. Pre-Order and Special-Order Products

Pre-order, customized and specially ordered products cannot be cancelled, returned or refunded for personal reasons once procurement, production, preparation or shipping has started.

If we are unable to deliver the product due to reasons attributable to Geekwara, we may offer delayed delivery, a replacement product or a refund depending on the circumstances.

Where a product page contains separate pre-order or customization terms, those product-specific terms will apply.

8. Exchanges

Exchanges are only available where the product has a confirmed quality defect, shipping damage, missing items or an incorrect item was sent.

Exchange requests due to personal preference, selecting the wrong model or color, or changing your mind will generally not be accepted.

9. Refunds

Once we receive and inspect an approved return, we will notify you whether the refund has been approved.

Approved refunds are normally issued to the original payment method within 10 business days.

Your bank, credit card issuer or payment provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact:

support@geekwara.com

If the returned product is incomplete, damaged, no longer suitable for resale, or has generated non-refundable shipping, customs or other charges, the relevant amount may be deducted from the refund.

10. Applicable Law

This policy does not limit any mandatory consumer rights available under the laws applicable in the customer’s country or region.

Where this policy conflicts with mandatory legal requirements, the applicable law will prevail.

11. Contact Us

For after-sales support, returns, exchanges or refunds, please contact:

Customer Support: support@geekwara.com

When contacting us, please include your order number, a description of the issue, product photos, packaging photos, shipping-label photos and any relevant videos so that we can review and process your request as quickly as possible.