Return Policy
Return and Exchange Policy
IQElectro values each of you and strives to provide you with the highest quality of service. Your trust is our priority, and we continuously work to improve our services. However, we also understand that sometimes returning a product may become necessary for various reasons.
With this in mind, we have developed our Return and Exchange Policy. We have created this policy with special attention to your needs and comfort, aiming to facilitate the process of returning a product and make it simpler and more transparent.
1.1 Returns or exchanges will be approved under the following conditions:
(a) A request for the return or exchange of a product must be registered within 30 days from the date of delivery to the customer.
(b) The packaging of the product must be preserved in its original condition without visible deformations or significant damages that could affect the integrity or protective properties of the packaging, except if the defect was present upon receipt of the product.
(c) The product must be returned in its original factory packaging and with the documentation and instructions that the manufacturer initially provided with the product packaging.
(d) Return or exchange of the product is initiated due to an error on the part of IQElectro.
In such cases, the following situations are included:
- The received order does not match the description of the product. This means that the product delivered to the customer differs from the description presented on the website or in the marketing materials provided by IQElectro. For example, the specifications, features, or appearance of the product do not correspond to the information presented at the time of purchase.
- The product arrived damaged and is unable to perform its intended functions in such a condition. This means that the product was received in a damaged condition, rendering it unable to perform its intended functions or be used according to its intended purpose.
- After meeting the warranty return conditions, the return of the product will be approved for the customer. Upon receiving the returned product from the customer, the funds will be refunded to the account specified during the placement of the order on the website iqelectro.com.
(e) Return of the product is initiated due to a customer error.
In such cases, the following situations are included:
- Wrong order: If the customer mistakenly ordered an unsuitable product or an incorrect quantity of products.
- Incorrectly provided data: If the customer provided incorrect data affecting the delivery or receipt of the product.
- Other customer errors: Returns may also be initiated due to other errors made by the customer in the process of selection, ordering, or receiving the product.
1.2 The following conditions and cases are not eligible for product return under the return and exchange policy within 30 days:
(a) A return request was filed after the expiration of the 30-day period specified in the warranty return policy.
(b) The product packaging has suffered significant damage, making it impossible to determine the type of product, identify its unique Universal Product Code (UPC), or show clear signs of the adverse effects of improper storage conditions, such as increased humidity.
(c) The product packaging has been opened, indicating that the product has been removed from its original condition, and there are noticeable signs of use, which may include wear, damage, or other indications that the product has been used after receipt.
(d) In the event that the customer has already used the product, for example, by installing it on equipment or attempting to disassemble it, and in the case of improper installation of the product, the company reserves the right to refuse the return of the product or partially withhold the refund amount as compensation for damages. The returned product must be in a resalable condition, without any signs of use or damage, and in the original packaging with all components and documentation preserved.
1.3 Return Request Process:
The customer fills out the product return request form in accordance with the return conditions specified in the company's return policy.
The request must include information about the order, the reason for return, and any additional details required for processing the request. To fill out the form and submit this request, please click on this link (Return Form).
Request Review:
Upon receiving the return request, the IQElectro customer service team analyzes it according to the company's return policy, IQElectro LLC.
The request is evaluated for compliance with the warranty or non-warranty return conditions.
Return Approval:
If the request meets all the necessary conditions, the return is approved.
Instructions for packaging and shipping the product back to the company's warehouse are provided to the customer.
Return Shipping Costs:
- If the return of the product is due to an error made by IQElectro LLC (for example, delivering the wrong product or a defective product), all return shipping costs are borne by the company.
- If the return of the product is initiated by the customer or is due to circumstances for which the customer is responsible (for example, incorrect order by the customer), the customer bears all return shipping costs.
- IQElectro LLC may cover return shipping costs if the return of the product is made within the company's warranty obligations as per the warranty terms.
- If the return of the product is made without an objective reason unrelated to the company's error or warranty service, the customer agrees to reimburse all return shipping costs.
Product Shipment:
The customer must adhere to the product packaging requirements, which will be sent to their email address. Subsequently, the customer agrees to send the prepared product back to the IQElectro LLC warehouse in accordance with the instructions received via email.
Product Inspection:
Upon receiving the returned product, the company conducts an inspection to ensure compliance with the exchange conditions.
The waiting time for product inspection is from 2 to 4 days from the moment the product is received at the IQElectro LLC warehouse.
Product exchange is carried out only after successful inspection and approval by IQElectro.
Refund Processing:
Upon successful inspection of the returned product, the funds are refunded to the customer's account in accordance with the original payment method.
This may take some time depending on the customer's bank or payment system.
Customer Notification:
Upon completion of the return process, the customer is notified that the refund has been successfully completed.
Additional Support:
In case of questions or the need for additional information, the customer can contact the company's support service for assistance at these contacts: Email: support@iqelectro.com; Technical support phone number: 828-222-3490.
1.4 Exchange Procedure:
The customer fills out the product exchange request form in accordance with the exchange conditions specified in the company's return and exchange policy, IQElectro.
The request must include information about the order, the reason for the exchange, and any additional details required for processing the request. To fill out the form and submit this request, please click on this link (Exchange Form).
Exchange Conditions:
Exchange conditions are outlined in the overall policy of IQElectro LLC Return and Exchange in section 1.1 and section 1.2.
Timeframes:
The exchange request must be submitted within 30 days of receiving the product.
Return Shipping Costs:
- If the return of the product is due to an error made by IQElectro LLC (for example, delivering the wrong product or a defective product), all return shipping costs are borne by the company.
- If the replacement of the product is initiated by the customer or is due to circumstances for which the customer is responsible (for example, incorrect order by the customer), the customer bears all return shipping costs.
- If the return of the product is made without an objective reason unrelated to the company's error or warranty service, the customer agrees to reimburse all return shipping costs.
Product Inspection:
Upon receiving the returned product, the company conducts an inspection to ensure compliance with the exchange conditions.
The waiting time for product inspection is from 2 to 4 days from the moment the product is received at the IQElectro LLC warehouse.
Product exchange is carried out only after successful inspection and approval by IQElectro.
Additional Notes:
The exchange policy applies only to products purchased directly through IQElectro's official website.
The company reserves the right to change the terms of the exchange policy without prior notice.
In case of questions or the need for additional information, the customer can contact the company's support service for assistance at these contacts: Email: support@iqelectro.com; Technical support phone number: 828-222-3490.
Contact Information for Customer Support Department in Case of Issues:
IQElectro LLC
The official address for returning goods and customer service is as follows: 106 Hill St, Candler, NC 28715.
Contact Information:
Email: support@iqelectro.com
Technical support phone number: 828-222-3490
Technical Support Service Hours Mon./Sat.: 7:00AM - 8:00PM