1. Shipping Methods
Elecola offers a variety of shipping and logistics needs.
|
Express Couriers
|
Air Freight
|
Ocean Freight
|
|
|
Shipping Methods
|
    |
 |
 |
|
Cost
|
Economical
|
Very Economical
|
Most Economical
|
|
Transit Time
|
2-4 working days
|
2-6 working days
|
10-30 days
|
|
Delivery to
|
Shipping address
|
Shipping address*
|
Destination port
|
|
Insurance
|
Yes**
|
Available
|
Available
|
|
Shipment Tracking
|
Yes
(w/ flight number) |
Yes
(w/ vessel name, voyage) |
|
|
Customs Clearance
Service |
Yes**
|
Available
|
Available
|
| * | Door-to-door delivery may not be available in certain destinations. |
| ** | Certain limitations may apply. |
2. Warranty & Return Policy
Warranty Terms and Conditions
Product quality is a top priority for Elecola. Elecola offers 12-month warranty against defects for all products sold from the date of receipt. The warranty does not cover driver incompatibility, normal wear, unauthorized firmware upgrade, non-rechargeable batteries, consumables, damage due to accidents, physical force, water, fire, power surge, acts of God, or other misuse.
Pre-shipment Quality Assurance Check
Elecola checks all products with a strict quality assurance checklist. The checks include the appearance of the goods, the function of the hardware and software, the packaging, and inclusion of applicable accessories and power adapters. Custom-made products will go through additional checklist as required by the customers.
For small orders and samples, Elecola executes the quality assurance check for all products. For large orders, Elecola uses the Acceptable Quality Level (AQL) industrial standard to ensure high product quality.
Screening Vendors and Factories
Elecola may use third party assembly factories to produce the products and periodically screen vendor and assembly factories to maintain highest quality standard. Each quarter and whenever needed, Elecola will review and evaluate the vendor suitability based on customer feedbacks, factory facility and performance.
Factories that do not meet Elecola's high quality standard are excluded from being a vendor. New factories that offer good quality and services will be added. All suppliers' quality data will be permanently stored in Elecola's database for future reference.
Warranty Period Start Date
The warranty period begins from the receipt of the goods by the initial recipient, regardless if the initial recipient is an end user or a reseller.
Warranty Terms for Bad Pixel in Large LCD Panels
Since a 19" LCD display contains 3,932,160 pixels, having a few "bad" pixels is not considered a defect. Elecola uses the generally accepted industrial bad pixel policy for all its products with large LCD panel (7" or larger). Bad pixels are defined as pixels that do not light up (dead pixels) or pixels that are stuck at certain color (stuck pixels). Some bad pixels can easily be fixed with pixel flashing software while others need to be replaced. Having found a dead pixel in a LCD does not mean it will have more bad pixels in the future.
LCD that are found to have the following number of bad pixels or more within the first 30 days after delivery may qualify for replacement:
7"-10": 2 pixels
10.1"-17": 3 pixels
17.1"-24": 4 pixels
24.1" and larger: 5 pixels.
Significantly Not-as-described Items
Significantly not-as-described items include completely different items, wrong memory capacities, wrong localized formats, and product colors that are different from what buyers explicitly request. Elecola does not accept returns of goods due to difference in packaging, associated accessories, or product color unless customers explicitly indicate the requirement in writing in their order comments.
Before Returning Items
Most product issues are due to product misuse and can easily be resolved. Please contact our support staff at info@elecola.com before initiating complaints with your online payment or credit card payment providers.
Once our support staff receives your ticket, we will review the issue and offer technical help and resolution. If we believe the product may be defective or significantly not as described, we will issue you a Return Merchandise Authorization (RMA) for returning the items. Items returned without an RMA will not be processed.
Procedure for Returning Goods
1. Customer opens a support ticket detailing the order number, product model number, nature of the problem, and a step-by-step description of how to reproduce the problems.
2. Elecola offers technical help and possible solutions. If the issues are not resolved, we will issue a Return Merchandize Authorization (RMA) and provide a return slip for enclosing with the returning goods.
3. Customer should immediately return the items by normal post office air mail using the instructions on the return slip. Returned items must be in their original condition, with the return slip, and all their accessories and packaging included, or as advised in the RMA by our support staff.
4. Elecola receives the returned goods and informs the customer. Options for replacement / service / refund are clarified if available.
5. Elecola checks the goods to verify the claim. Replacements or serviced items are shipped back to the customer via regular air mail, with full tracking details provided.
The returned products must be received by Elecola within 30 days from the date the RMA is issued. Returned product received beyond the return period, not in original brand new condition, or has any part missing, may not qualify for warranty.
For valuable items, customers are advised to purchase insurance in case the items are damaged or lost during the shipment. Elecola is not responsible for any damage or loss during the return shipment to Elecola.
Handling Returned Items
Returned items, once verified to be defective or significantly not as described, will be replaced with the same model or serviced. If original models are not available for replacements, Elecola will recommend buyers with different models of equal value and similar features as replacements. If replacement models are not available, buyers may use the credit to purchase alternative products, or ask refunds. Original shipping costs are non-refundable except for significantly not-as-described items.
If Elecola verifies that the returned items are non-defective, buyers are responsible for the shipping cost for returning the items back to them. If buyers refuse to pay for the return shipping cost, Elecola reserves the rights to deduct a minimum of 25% restocking fee before issuing a partial refund to the buyer. Shipping costs are non-refundable in any circumstances.
In the rare case that buyers return similar items purchased from other vendors, Elecola will notify buyers and is not responsible for replacing or repairing the items. Buyer must pay the shipping cost and may need to pay a USD$3 administrative fee per item before the items can be returned to buyer.
Return Shipping Cost Responsibility
For significantly not-as-described items shipped to buyers, Elecola will reimburse buyers' reasonable shipping cost for returning items using regular post office airmail.
For defective products, customer is responsible for the return shipping cost to Elecola and Elecola is responsible for the shipping cost back to the customer.
For frequent buyers or contracted distributors, Elecola advises buyers to set up return schedules and accumulate enough items before returning them in bulk to save shipping cost. Please contact our support department for more detail in setting up a product service schedule.
Return shipping cost will be refunded to buyer within 10 working days after the returned items are received and verified by our support department. If the original payment is made using PayPal or credit card, refund will be made via the same way.
If the payment is made using Western union, wired Transfer (T/T) or other means, refund will be made less any fees. Frequent buyers are advised to accept the refund as credit for subsequent purchases to avoid payment fees.
Last updated on: July 2,2006
