Refund and exchange guide for defective products

(1) For products that are initially defective (non-human damage), in principle, we provide a service of sending replacement parts. If the replacement parts cannot be repaired, customers can apply for a refund or a replacement.

*Note: 1. Defective screen, button, we will resend a new screen or new device free of charge. However, if the problem is only slight and does not affect the use, we will give a compensation.
2. Various defects caused by system reasons (including screen abnormalities, failure to boot, etc.) that can be repaired by updating the system do not belong to the initial defects of the product.

(2) Commodity warranty period: 6 months. (Within 6 months after the customer receives the item). Product warranty coverage:malfunctions caused by defective products. Man-made damage is not covered under warranty. Defects that can be fixed by updating the system are not covered by the warranty.

Due to our stringent sourcing and QC processes, the fault rate on products shipped out is very low. However, sometimes faults develop which couldn't be detected before.

For faulty products more than 15 days from receipt and within the 12-month warranty period,we only support to privide replacement repair parts for free.

In What Situations Are Returns/Compensation NOT Approved By KeepRetro?

- Unapproved returns or returned products not processed through KeepRetro’s RMA procedure;

- Products whose warranty period has expired;
- Received returned products that are damaged because of inadequate return packaging;
- Products that were originally approved for return through our RMA procedure but have been confirmed by our QC engineers to be not broken and actually well-functioning after testing, shall not be returned to the buyer unless the buyer pays return shipping;
- Physically damaged or broken products caused by misuse or mishandling, subjects to manufacture technical test result;
- Returns of your unwanted, unsold yet functional products;
- Products bought by mistake.

Our shipping way:

1. Normally we ship via UBI post. Usually it will take 7-15 business days on the way. The track website is

2. If you in a hurry, we suggest you choose Expedited as your delivery option. About 5-9 business days on the delivery way. (Flat rate)


Shipping Costs:

All shipping fees are calculated automatically based on the actual weight (kilograms) of the goods /or the goods actual physical dimensions and recipients location.

All orders must be paid for in full and in advance, including shipping fee. Shipping charges are non-refundable, except in rare cases of incorrect delivery.

If a delivery is confirmed lost, stolen or damaged before receipt, we will work with the courier to obtain information and arrange a refund or replacement at no further expense to you.



For return back the defective products to us, we suggest customers:

1. Pack the products well and add more bubble paper into the package to well protect it during transportation to us.

2. Use ordinary logistics shipping way to send back the product to us. We will be charged high customs fee and our local customs may hold on the products imported.

3. Write a letter in the package. Write down your order ID, your name and the reason why you send back the product to us.

4. Tell us the tracking number after sending out the item to us. This will help us to follow the parcel.

5. Shipping back the products to us may take you a long time. We suggest you wait patiently. We will remind you as soon as we receive the parcel from you.

6. Buyer should pay for the shipping when he sends back us the product.

7. We will use Register air mail to send back the replacement to the buyer as soon as we receive the parcel.