Return Policy
Q: Can I cancel my order?
A: If you have notified us of order cancellations, but the product has already been shipped out, you will have to reship the product back to us at your own expense in case you still do not want it. Once it goes out of our warehouse, we cannot cancel your order.
Q: If I don’t like the product, can I return it?
A: Products (except for custom resin UIEM or CIEM) purchased from our official store can be returned within 30 days of purchase date. Item must be in functional condition and not damaged by the customer. The package and item must be without any visible damage, and complete with all accessories. To return your product, please contact our customer service at info@volkchoi.com. To be a eligible for a refund from VOLKCHOI the product must have been purchase directly from VOLKCHOI.COM. If your product was purchased from other channels you must turn to that channel for the solution.
Please note: shipping fees are not refundable. We will only return the product value in the order. We will not afford the cost returning to VOLKCHOI address.
Q: How to process the return?
A: 1. Contact the info@volkchoi.com, confirm the solution with VOLKCHOI CS team. The first mail should better include your order information, name, product problem, details and other materials when necessary.
- After VOLKCHOI confirmed the return and provide the RMA#, please repack the product with the labels and tags still attached, writing the RMA# on a paper and the reason of return. Put the paper in the box too. If the product is not returned in like new condition with all packaging in any way, we will charge 10% re-stocking fee.
- Drop off your package at your carrier. Providing tracking number and website for tracking the logistic info after you return the parcel to us.
- Once we confirm the return, we will send a mail to confirm and process the refund. The refund may take several days to complete.
* VOLKCHOI will not be responsible for return packages that are lost in transit.
Q: Could I get the full refund?
A: It depends on. Sometimes bank system will charge the transfer. For example, paypal may charge the paypal handling fee. As we introduced the shipping fee of the order can not be returned too. And, when we receive a product with obvious signs of use or with damages/missing parts, we may accept partial refunds only.
Q: How long could I get the refund? And what I can do when the refund is late or missing?
A: As soon as our CS team confirmed the return, we will process the refund in 3-6 working days. For different channels they may take different time to return. Normally for Paypal or Store credit it should be faster. It may take weeks to return to the credit card.
Q: How about the return policy of UIEM and CIEM?
A: Under most circumstances, we do not accept refunds or exchanges for custom or one-off UIEM or CIEM. The only time we will accept a full refund is if your order has not started production. This is because resin shells, once started production, will involve labor and material cost, which cannot be recouped. There is no exception to this rule.
If the IEM is faulty or quality is not as expected, normal repair process are applicable.
Q: If my product is broken but out of warranty, what should I do?
A: If you purchased from VOLKCHOI or our authorized dealers and it’s out of warranty, we can not repair it for free. But you can ask info@volkchoi.com what we can do for the broken unit.