Return & Warranty Policy

Thank you for choosing TESmert. To protect your rights and ensure efficient after-sales service, please read the following Order Cancellation, Return, Refund, and Warranty Policy before making a purchase.

I. Order Cancellation & Modification

TESmert orders are typically processed and prepared for shipment within 1–3 business days (processing may be delayed during holidays).
  • Cancel an order If your order has not yet been shipped, you may contact the TESmert customer support team at support@tesmert.com to request cancellation.
  • Modify an order Once an order has been shipped, it cannot be canceled or modified. For returns, please follow the Return Process below.
Tip: Please double-check the product model, quantity, and shipping information before placing an order to avoid unnecessary delays or return/exchange requests.

II. Return Process

1. Conditions for Return

  • Product must be returned within 30 days of receipt and in its original condition (including product, packaging, accessories, and manuals)
  • No damage or misuse caused by the customer
  • Not applicable to products purchased through third-party channels

 2. Submit a Return Request

  • Email support@tesmert.com
  • Provide the following information:
    • Order number
    • Product photos/videos

    • Contact information and shipping address

3. Return Review & Instructions

  • The customer support team will respond within 48 business hours with return instructions, including the return address and any special notes. (For some regions, a prepaid return label may be provided to speed up the process.)
  • Do not ship the product before receiving approval, as unapproved returns may not be processed.

4. Returning the Product 

  • Ship the product to the designated warehouse according to customer support instructions
  • Once the product is received and inspected, the refund or exchange process will begin

5. Non-Returnable Situations

  • Orders returned after 30 days from receipt
  • Products damaged due to improper use or human-caused damage
Note:
  • Returns/exchanges for non-quality issues: shipping cost borne by the customer
  • Returns/exchanges for quality issues: shipping cost covered by TESmert

III. Warranty Replacement Process

1. Warranty Overview

TESmert provides a 1-year limited warranty for products purchased through official channels, starting from the delivery date.
If the product is received more than 30 days ago but is still within the 1-year warranty period:
  • Returns or refunds are not available
  • Please contact TESmert after-sales support via email at support@tesmert.com

2. Submit a Warranty Replacement Request

Email support@tesmert.com with the following information:
  • Order number or proof of purchase
  • Product model
  • Description of the issue (e.g., usage scenario)
  • Related photos or videos
Upon receiving your request, the TESmert technical support team will first assist with troubleshooting.
If the issue cannot be resolved through technical support and meets the warranty conditions, one of the following solutions will be provided:

Repair the product or replace it with the same model

The specific solution will depend on the technical evaluation and stock availability to ensure efficient after-sales service.

IV. Refund Process

1. Refund Method

  • Refunds will be processed after the returned product is received and inspected
  • Refunds will be returned to the original payment method (credit card, PayPal, etc.)

2. Refund Timeline

  • Refund processing typically takes 5–10 business days.
  • Actual posting time may vary depending on the payment provider.