Customer Care
Return & Replacement Policy
Every product is checked before dispatch and packed for road travel. If something is wrong when your parcel arrives, we make it right - this page explains exactly what we cover, what we do not, and the one thing you must do to keep your claim valid.
Report a fault within 7 days of delivery
A clear unboxing video is required
We replace or refund verified claims
Two rules we cannot bend, please read first
- We will not return or replace any product that was damaged after unboxing. Only damage present when the parcel was opened is covered.
- We will not accept any claim without proof: a clear, continuous video recording of the unboxing. Photos, screenshots or a clip recorded later are not accepted.
No video, no claim. Please film your unboxing every time - it takes 30 seconds and it protects you.
What we do cover
- Product arrived physically damaged, cracked or broken by the courier.
- Wrong product, wrong colour or wrong model was delivered.
- Missing items: the box is empty or accessories are not inside.
- Product does not power on or shows a factory fault from day one.
- Sealed packaging was already torn, opened or tampered with on arrival.
What we do not cover
- Damage that happened after unboxing: drops, crushing, water, burns, bent or torn cables.
- Scratches, dents or broken parts reported without an unboxing video.
- Products used with an incompatible charger, adapter or battery.
- Any modification, repair or opening of the product body by anyone other than our team.
- Normal wear and tear, or a change of mind after the parcel was accepted.
- Missing original box, packaging or accessories when the item comes back.
- Orders refused at the door, or returned to us already opened and used.
How to claim, step by step
Record the unboxing
Start filming before you cut the parcel. Keep one continuous clip that shows the courier label, the opening and the product fault. Do not edit or split it.
Contact us within 7 days
Send your order number, a short description and the video through WhatsApp, Facebook, Telegram or our contact page.
We review the claim
Our team checks the video and your order record, usually within 24 to 48 hours, and confirms approval or rejection.
Pickup and replacement
Once approved, the courier collects the item in its original packaging and your replacement is dispatched. If we are out of stock, the product price is refunded.
How to film a valid video
- One continuous clip, from the sealed parcel to the fault shown on camera.
- The courier label or order number must be visible in the frame.
- Show the product clearly in daylight and test the fault on video.
- Send the original file, not a screenshot, a re-recording or an edited clip.
Returning the item
- Keep the original box, foam, cable and accessories - claims without them are declined.
- Hand the item back to our courier; do not send it prepaid without our approval.
- Delivery charges are not refunded; the product price is replaced or refunded.
- Repeated false or duplicate claims may lead to future orders being declined.
Need help with a claim?
Send your order number and unboxing video and our team will guide you through the replacement. You can also watch the live status of any order on the tracking page.
This policy works together with our Terms, FAQ and Privacy Policy. Afrin China Point may update this page; the version shown here applies to your order.