BackWin After-sales service

We strictly abide by national laws and regulations and provide perfect after-sales guarantee services for 3C products.

After receiving the goods, users can enjoy the """"three guarantees"""" policies we provide, such as 7-day no-reason return, 15-day quality problem replacement and one-year free warranty, which fully protects your consumer rights and interests.

After-sales service commitment

7-day no-reason return: Within 7 days from the date of the customer's signature, under the premise that the goods are intact (including accessories, packaging and labels), you can apply for a return without explaining the reason.

15-day quality replacement: from the 8th day to the 15th day from the date of receipt, if there is a quality problem with the goods or serious inconsistent with the description on the page, you can apply for a replacement. When exchanging products, we will replace the same model and specifications for free.

One-year free warranty: within one year from the date of purchase (generally one year for major equipment such as mobile phones and computers), you can enjoy free warranty service if there is a quality failure of the goods.

During the warranty period, except for normal wear and tear, non-man-made damage can be repaired free of charge (after repair, it is guaranteed that the goods can be used normally for at least 30 days)

Freight assumption rules: The return and exchange freight shall be handled according to the principle of """"who is at fault, who bears""""

For 7-day no-reason return (buyer's personal reasons), we bear the shipping freight, and the buyer bears the return freight; for 15-day quality return and exchange, we bear the round-trip freight.

Other agreements: A valid invoice or proof of purchase is required when returning or exchanging goods; if the product exceeds the specified period, no invoice or the serial number is tampered with, self-disassembled, water ingress, falling and other man-made damage, it is not within the scope of free return and exchange and warranty.

Return and exchange process

Application submission: If you need to return or exchange goods, please contact online customer service or submit an after-sales application through the official website/APP. Explain the reason for the return and exchange and provide the order number, product photos and other information, and the customer service will reply to the review result within 24 hours.

Merchant review: We will give the review result after verifying the information (usually within 1-2 working days). After the review is approved, please fill in the return form according to the guidelines and keep the original packaging and accessories of the goods.

Send the goods back: pack the goods properly and send them back to the designated warehouse (or store), and provide the express tracking number. Please keep the photo of the express delivery list for inquiry. Please make sure that the returned repair or replacement goods are not unsealed or damaged before sending them out.

Refund/exchange processing: After we receive the returned goods and accept them without errors, we will complete the refund or reship them within 3 working days; if the goods fail to pass the acceptance (such as missing accessories, non-quality damage, etc.), we will communicate with you about the follow-up solutions in time. The refund will be returned to the original payment account.

The return and exchange process is strictly implemented in accordance with the national policy.

If the goods are returned for personal reasons, you need to bear the return freight; if it is a quality problem, we will bear the relevant freight.

If you have any questions, you can contact customer service at any time or check the """"Service and Support"""" fee description on the order details page.

Warranty and repair service

During the warranty period, if there is a quality failure of the goods, we will be responsible for free repair.

Users need to go to our authorised repair point with a valid invoice and warranty card, or send it to the designated repair centre according to the guidelines. After repair, the goods will be guaranteed to be used normally for at least 30 days.

Outside the warranty period, or for repair needs caused by man-made damage, we also provide chargeable repair services according to the actual damage. After the repair is completed, you can choose to pick up the package by yourself or send it back by logistics. Depending on the size of the goods, you may arrange a door-to-door pick-up or delivery service.

Customer service contact information and self-service support

Customer service hotline: Call +86 13826425060 (9:00-18:00 on weekdays) to contact manual customer service.

Online work order: Log in to the official website/APP and submit the work order on the """"My Order"""" or """"Apply for After-sales Service"""" page. We will process it within 24 hours.

Email: Send an after-sales email to info@backwin.com, and we will reply within 1 working day.

WeChat official account/social media: Follow the official WeChat official account or other social platform accounts to get online customer service, the latest announcements and frequently asked questions.

Self-service: Visit the help centre to view product instructions, frequently asked questions and user guides, etc. to quickly get solutions.

We provide multiple channels to help you get support quickly, and each of your problems will be responded to and handled in a timely manner.

Frequently asked question

Q: How to apply for a return and exchange of goods?

Answer: Please contact customer service as soon as possible after signing and submit the return and exchange application. According to the return and exchange process, provide the relevant certificates and send the goods back in complete. After our company receives and accepts the acceptance, we will complete the refund or replacement processing within 3 working days.

Q: Who will bear the return and exchange freight?

Answer: According to the regulations, the 7-day no-reason return freight shall be borne by the buyer (the delivery freight shall be borne by us); the round-trip freight of the 15-day return and exchange of quality problems shall be borne by the merchant.

Q: How can the product be repaired during the warranty period?

Answer: Please bring the proof of purchase and defective goods (including accessories) to our authorised repair point for processing. If you can't come to the store, you can contact online customer service to get the repair address. We will repair it for you free of charge. After repair, we guarantee that the goods can be used normally for at least 30 days.

Q: What documents do I need for warranty service?

Answer: You need to provide a valid invoice (or formal proof of purchase) and the product serial number during the warranty. If the invoice is lost or the serial number cannot be verified, you may not be able to enjoy the free warranty service.

Q: What should I pay attention to when returning or exchanging goods?

Answer: Please ensure that the appearance, labels and accessories of the goods are complete and do not affect the secondary sales. It is forbidden to open the equipment or replace the accessories without authorisation, otherwise it will not be returned or exchanged. If you find damage or missing after receiving the goods, please take a photo within 24 hours and contact customer service.

Q: How long does it take to repair?

Answer: Generally, free repair takes 7-15 working days (depending on the degree of failure). After the repair is completed, we will inform you as soon as possible. If you need to inquire about the progress, you can inquire through the customer service number or online work order.

Through the above services and instructions, we are committed to providing you with professional and convenient after-sales guarantee, so that you can shop worry-free. If you have any other questions, please feel free to contact our customer service team.