You are reading this message because you contacted PCSmart about a problem with one or more of your products.

We are really sorry about the inconvenience in this case.

All PCSmart products are covered by 12 months warranty, so don't worry, we will help you solve this problem.

Warranty

We will repair any broken items for you and ship them back to you, free of charge.

All you need to do is post them back to our warehouse. This page describes how to send back the faulty item(s).

Costs Involved

• The cost of posting back the faulty item(s) needs to be borne by you.
• The cost of duty, handling, and QC inspection is borne by PCSmart.
• The cost of any repairs including replacement parts [where it is a fault not user-caused damage] is borne by PCSmart.
• The cost of shipping the repaired item(s) back to you is borne by PCSmart.

Returns Process

The returns process for faulty goods is as follows:

1. (You already opened support ticket detailing the order number, product name / item code, and nature of the problem.)
2. We are now authorising the return and providing a returns slip for enclosing with the returned goods. See below on this page for the returns form & instructions or click here to download it now [PDF].
3. You now need to return the faulty item(s) by normal post using the instructions on the returns slip. Due to unavoidable delays in China Customs there may be some delays between you sending back the item(s) and us receiving the the package.
4. When the returned item(s) are received in our warehouse, Quality Control technicians will check the item(s) and confirm the fault. At this point they will either repair the fault themselves or pass it to a specialized repair electrician for fixing. The repair can usually be completed within three days.
5. We will contact you to confirm that your returned item(s) have arrived, and check the address you would like the repaired item(s) sent to, if you haven't specified it already.
6. The repaired item(s) will be re-inspected by our Quality Control team and they will confirm that the fault you complained of has been fixed, and that the general functions of the product are good, and that the general appearance of the product is as good as when we received it from you.
7. The repaired item(s) will be packed up and sent back out to you by either registered air mail or courier, depending on the destination country. The time from us sending it back and you receiving it will be under a week under normal circumstances.

How To Return The Product(s)

You can return the item(s) in question to our warehouse in China. See below for the returns slip, which includes the address to post the item(s) back to.

Quote Your RMA Number:

• Check our email to you for the RMA number (same as the support ticket ID)
• Please get a new RMA number from us if you need to send back products in a different case in the future.
   

>>>Download and print the Returns Form [Click Here, PDF]

Important Additional Notes:

• Please return products by normal post, not courier. (Because courier shipments take longer to clear Chinese customs.)
• Clearance in Chinese Customs, even for postal packets, is unfortunately a long process. For items to pass from Hong Kong to Shenzhen, it can in some cases take more than a week. Unfortuntely that is beyond our control. If you need replacements sent to yourself or to a customer urgently, please order a new item from PCSmart Store in the meantime.
• If you have it available, please also enclose a copy of your tax receipt for any Sales Tax or Import Duties that you had to pay the first time the goods arrived with you. (Normally this receipt should be provided by your courier.) We will enclose this copy when shipping repaired/replacement goods, which may reduce the chance you will be charged import taxes a second time. However, this depends on the practices of your local Customs so we can offer no guarantee in this regard.
• Please return products in their original boxes as far as possible. Do not enclose your own belongings or accessories such as movie DVDs left inside DVD players.
• If the returned products are tested by our technicians and nothing is wrong with them, we will make a full report for you, as you may need to pay shipping to have them sent back to you.

For your reference, the general terms of the PCSmart product warranty can be found by clicking here.

We will contact you when we receive the returned package; if you are concerned about the return process taking a long time, you are welcome to phone or email us to check.

We are sorry for any inconvenience this is causing you.