Customer Support
If you have any questions regarding our products, services, or policies, we encourage you to first visit our FAQ section, where you’ll find answers to the most frequently asked questions from our customers. We hope you’ll find the solution you’re looking for, but if not, feel free to reach out to us via email, and we’ll do everything we can to assist you promptly and effectively.
Dead on Arrival (DOA) Policy
If you receive a product that is Dead on Arrival (DOA), please contact our customer service team within 7 days of receiving the goods to report the issue.
Special Notes:
1. The outer packaging is damaged or deformed upon delivery:
- Immediately report the damaged package to the courier company and request an official confirmation in the form of a written proof with the courier company’s stamp.
- Send us clear photos of the received item and packaging, along with a detailed description of the issue. Please include the paper proof from the courier and the case number so we can expedite the verification process.
- Once we have verified all the necessary details, we will offer either a replacement or a full refund, based on your preference.
2. The outer packaging is intact, but the item is not working:
- If the packaging appears to be in good condition but the product is defective, please contact us immediately with photos and a detailed description of the issue.
- We will work quickly to verify the issue and provide either a replacement or a full refund.
Missing Item(s), Wrong Item(s), or Incorrect Package Sent
Before signing for your package, please carefully inspect the contents and weight of the parcel. If you encounter any issues, such as missing items, wrong items, or an incorrect package, follow the steps below and contact our customer service:
- Email us with your order number and the product code (SKU number).
- Provide clear pictures of:
- The outer packaging.
- The shipping label.
- The weight of the package.
- The item(s) you received.
Our team will promptly review the information and work with you to resolve the issue, either by providing the correct item or offering a suitable solution.
7-14 Days Return for Disliked Item
If you are not satisfied with your purchase and the product is still in brand-new condition, you can return it within 7-14 days for a refund or exchange. Please note that customers are responsible for the return shipping fees.
Once we receive the returned item, we will offer either a replacement or a refund (excluding shipping fees), based on your preference.
Conditions:
- The item must be in its original, unused condition, with all packaging and accessories included.
- Please ensure the item is returned in the same condition as received, as items with visible signs of use may not qualify for a refund or exchange.
One-Year Repair Warranty
At Adebaltic, we offer a one-year repair warranty, starting from the date you receive your product (note: RC quadcopters are excluded from this warranty). Any free repair must be confirmed with the manufacturer through our customer service team. Please note that the free repair policy does not cover the motherboard, battery, or screen.
- Items should be returned at the customer’s cost for repair, while Adebaltic will cover the shipping fee for returning the repaired item to the customer.
Exclusions:
- Damage caused by artificial factors (e.g., misuse, accidents) is not covered by the warranty. However, customers can still return the item at their own expense and pay a fee for the repair.
We strive to ensure that all repairs are handled quickly and efficiently, ensuring your products are back to you as soon as possible.
Warranty Exemptions and Notes
Natural product degradation due to wear and tear, as well as breakage or damage caused during use, is the customer’s responsibility and is not covered by our warranties.
If the customer has damaged or misused the product, the warranty becomes void. In such cases, no compensation will be provided. However, customers may contact us to purchase replacement parts or spare components (if applicable). The cost will include the original value of the components and a shipping fee.
The warranty is void if the customer:
- Attempts to open or repair the device themselves.
- Modifies, removes, customizes, or swaps parts of the product.
- Uses the product in a way that it was not intended for.
- Continues to use the product after a fault occurs, causing further damage.
- Fails to contact us when the problem first arises.
All returns must be authorized by Adebaltic’s Support Team before being sent back. Please refer to the instructions in the “How to Request Warranty” section below. If a return is made without authorization (RMA form), sent to the wrong address, contains an incorrect item, or if the customer sends an empty package, Adebaltic reserves the right to deny compensation.
Upon arrival, all returns will be inspected by our technical team. If the item cannot be repaired, Adebaltic will offer an alternative solution.
Special Notes:
The return shipping fee is the customer’s responsibility and is non-refundable, except in the case of a 7-day DOA situation.
During return shipping, the customer is responsible for any customs charges, duties, or tariffs that arise when the item is sent back to our warehouse. These costs will be deducted from the refund amount.
By default, Adebaltic will resend the item to the customer using Flat Rate Shipping. If the customer prefers a faster shipping method, the relevant shipping fee will apply.
In cases of misuse, all repairs, replacement parts, and shipping fees (both ways) are fully the customer’s responsibility and at their own expense.
How to Request Warranty (Return, Repair, and Refund)
To request a warranty service, please follow the steps below and submit a ticket to our Customer Service at warranty.adebaltic@outlook.com with the following information:
- Describe the issue with your item in detail: What happened? When did it happen? How did it occur? Please also provide your full order number and the product code (SKU number).
- Explain what steps you have already taken to try to resolve the issue.
- Send clear photos or videos (via WeTransfer or similar service) that clearly show the defect(s). Please ensure the media is taken under good lighting to properly display the problem.
Our After-sales team will review your case and respond with a solution as quickly as possible.
Other Special Product Warranty
This warranty applies to: RC quadcopters, Kugoo scooters, and JIMMY products.
At Adebaltic, we offer a one-year warranty for consumer electronic products such as TV boxes, tablets, cellphones, gamepads, security items, and more (RC quadcopters are excluded from this warranty).
Warranty Exclusions:
This warranty does not cover any damages caused by artificial factors, including disassembly, misuse, drops, water exposure, unofficial firmware, software modifications, or similar issues affecting computers and their accessories.
DOA (Dead on Arrival) Items
If your product arrives broken, please contact us within 7 days from the day you received it, and follow the steps outlined in the 7 Days Product Guarantee for a replacement or refund.
Unsatisfactory Products
If you are not satisfied with your purchase, you may return it within 14 days from the delivery date for a refund (minus the shipping fees) or an exchange.
- The shipping fees for the return and exchange will be your responsibility unless the issue is related to an error on our part.
- The product must be returned in its original packaging and in the same condition in which you received it.
Local Maintenance
In most cases, the entire unit is not defective, but parts may wear out over time. To avoid high return shipping costs, we recommend replacing or repairing internal components by yourself with our professional guidance.
- You may be asked to open the device and provide photos or videos to help us diagnose the issue, which will not void the warranty in this case.
- If local repair is available (e.g., a motorbike repair shop), you can request a quote and notify us before proceeding. We will cover repair costs only if they are less than 20% of the product price and under a certain total limit.
Kugoo Warranty:
Due to the weight and high shipping costs, Kugoo scooters cannot be returned. However, we will provide replacement parts, technical support, or arrange for repairs if there are faulty components.
JIMMY Warranty:
For JIMMY products, we offer a 2-year warranty covering any defects or malfunctions.
Returns and Compensation Process
For any after-sales issues, please contact our Customer Service directly at service@adebaltic.com. We will offer a solution based on the specifics of your case.
Please note the following processing times once we receive your returned item:
Exchanges: The processing time for exchanges will be between 2-7 business days, starting from the day we receive your returned item, and depending on stock availability.
Refunds: The processing time for refunds will be between 3-6 business days upon receiving your returned item. After this, the time for the refund to appear in your account will depend on the payment method:
- PayPal refunds may take up to 48 hours to process and appear in your account.
- Credit card refunds will take between 7-14 business days to appear in your account, depending on your credit card provider and any intermediaries.
Repairs: The processing time for repairs will be between 15-30 business days, depending on the item and the manufacturer’s availability of spare parts.