Terms & Conditions

Shirizan Terms and Conditions – Warranty and Returns

Shirizan guarantees all products bought from us with a 12-month warranty against defects in quality.

To read the main summary about our warranty please click here.

If your product has a problem now, and you want to know what to do, click here.

For all Shirizan Terms & Conditions, click here.

Introduction

This article is about the warranty on products you buy from Shirizan.com

All goods dispatched from Shirizan are checked for quality, including checks of the appearance of the goods, the function of the hardware and software, the packaging, and inclusion of applicable accessories and power adapters.

Shirizan undertakes to communicate openly, promptly, and carefully with all customers in relation to issues with received goods.

If you are a customer with goods which appear to have a problem, please talk to us before initiating complaints with Paypal or your credit card provider. Usually there is a way for us to resolve your issue quickly and make you satisfied!

What Does Shirizan’s Warranty Imply?

As a wholesaler Shirizan can only offer problem-solving for faulty products which either shipped in an unsatisfactory condition, or developed internal faults naturally during usage without issues of physical damage or unsupported usage. In other words if the product is broken you can contact us to send it back for a repair.

Warranty Does Not Include:

The warranty does not include any kind of:
– Technical support on product installation and usability
– Advice about product’s configuration or any software issues
– Recommendations about how to connect products or compatibility
– Software/OS updating or firmware flashing as it would void Shirizan’s warranty
– Product issue diagnostic and troubleshooting advice

Warranty By Default Covers Repair

The Shirizan warranty means we will repair your faulty item for free and send it back to you for free. Other compensation is not normally available if the product can be repaired promptly.

If an item is impossible to repair to a good working condition, or would take too long to do so, we will next offer you an equivalent product.

When Does The 12 Month Warranty Start From?

The warranty period begins from the receipt of the goods by the initial consignee. In the case of resellers, this is when the vendor receives the goods from Shirizan. The period is exactly 365 days from that time. For example, a product on the 365th day is covered, but a product on the 366th is no longer covered.

In the case of delivery methods or destinations which lack a confirmed delivery tracking date, we will take the assumption that the warranty period starts 30 days after we sent out your order.

Who Pays For What?

Cost of shipping a presumably faulty item back to Hong Kong or China: Paid by the customer, cannot be reimbursed.
Cost of China internal freight,import duties, and restocking process on the Hong Kong or China sides: waived for faulty products and paid by Shirizan in full. In other words our QC engineers will test products you ship back and, if they confirm the products are indeed faulty, we will offer compensation (repair, replacement, credit or refund). However, for products that are tested and turn out to be in good working condition, Shirizan will not accept any responsibility and may charge a restocking fee at our own discretion. Functional products will not be reimbursed.
Cost of shipping repaired item back to customer from China: paid by Shirizan in full. In order to facilitate customs clearance, we will normally use Airmail and EMS if applicable to send back the repaired item to you.
If a product cannot be repaired: The original product price will be refunded in the form of credit in your Shirizan account under certain circumstances. You can use the credit towards a brand new replacement or a different product.
Any new import duty or sales tax for the consignee for the returned repaired products sent from China is their responsibility as per the usual policies.

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

Below are instances where a customer will not be eligible for returns and/or compensation:
– Unapproved returns or returned products not processed through Shirizan’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.

The customer is solely responsible for choosing the right product, including for example

The “correct” desired memory capacity
The “right ” feature or product or compatibility
Color
Garment size
Screen size
Touchscreen type
Digital TV format( DVB-T/ATSC/ISDB-T )
GSM band
NTSC/PAL color region
Software version

We will send you exactly what you order, so please read descriptions carefully before purchasing.

If the consignee of a delivery refuses or fails to accept delivery for any reason, including refusal to comply with customs clearance/costs or simply having an incorrect address, Shirizan accepts no liability and the customer will not be eligible for compensation.

12 Month Warranty On All Shirizan Products

“Do you have a guarantee or warranty?”

Yes – Shirizan only chooses to stock the very best quality products from professional China manufacturers. The quality is guaranteed.

All products that arrive in the Shirizan warehouse are checked for perfect appearance and correct functionality by QC engineers.

Our packing team checks again to make sure that the right accessories are included and that the electrical / socket adapters are correct for your country.

(Please note in the case of region-specific items such as PAL / NTSC TV/Video Color Regions, digital TV, GSM mobile phones etc you are responsible for ordering the correct units and we will send you exactly what you order.)

Your orders are also guaranteed for successful delivery.

How does the warranty work?

Due to our stringent sourcing and QC processes, the fault rate on products shipped out by Shirizan is very low. However, sometimes faults develop which couldn’t be detected before, and we will allow you to return the product for testing and a free repair. The warranty exactly lasts for 365 days from the day you have received the product.

In the case of delivery methods or destinations which lack a confirmed delivery tracking date, we will take the assumption that the warranty period starts 30 days after we sent out your order.

Exceptions to Warranty

We do not offer warranty or support for products not bought from Shirizan.

The user voids the warranty if s/he flashes the firmware of a device, opens the body in an attempt to fix, or otherwise uses the device in a way that is not considered normal usage.

The warranty does not extend to free repair / replacement in cases to damage to products, accidental breakage, misuse, or wear and tear. Signs of physical damage may cause us to refuse to provide free repair.

Accessories are not covered the same warranty that applies to the main product check here.

Projector Lamps have a special condition applied due to the fact that lifetime depends on hours of use, check here.

RC Toys are not covered for your breakage and internal rechargeable batteries are covered by the general battery warranty limitation

Shirizan Delivery Guarantee

“What if the product does not arrive?”

We guarantee your products will arrive safely in your destination country.

In the unlikely event your package is lost, we will re-send the goods or give you a full refund.

Delivery Failure Scenarios:

The package is lost, broken, or stolen before it reaches you.
Shirizan will re-send the goods or give a full refund. In practice such cases are very rare, perhaps 1 in 5000 shipments, when using courier services. Please note confirmation of such cases can take some time, so in such an event you may be advised to place a new order at your expense while the original shipment is investigated pending compensation.

An Air Mail package has not arrived after a long time.
Shirizan will give a full refund after the delivery deadline has expired. These cases are rare, and if this ever occurs, we will inform you of the delivery deadline for your package, which will be 30-60 days depending on the region. If you are dropshipping you will be advised to create a new order for your customer in the meantime.

Multi-part delivery arrives missing some items or packets.
In this case, a customer had ordered more than one product and found that the order arrived without the appropriate number of ordered items.

Similar to what you would do with regards to a broken item case, the proper reporting procedure would be: (1) contact your courier immediately to issue a formal complaint, and (2) open a ticket with Shirizan within 3 working days and provide the requisite photos. (Guidelines for photos: Take photos of all 6 sides of the brown cardboard shipping box (outer casing) the delivery arrived in. You will then need to provide photos of the received items in the way in which they arrived inside the shipping box. Please also indicate the dimensions of the package and the gross weight of the entire package (shipping box + main product (incl. accessories, if any) + any and all packing material). Please retain the package and all contents for later reference.

After this initial phase, please contact your courier’s local office and open a claim. You will then need to contact Shirizan to receive a formal ticket about your case. During this time, our delivery team will evaluate whether or not your missing product was the result of delivery or packing error. If it is determined that a packing error occurred, Shirizan will credit you the value of the missing product plus a partial shipping credit. On the other hand, if it is determined the missing items were the cause of a courier mishandling, Shirizan will follow your claim with the courier’s China office. Once the missing case is confirmed by the courier, Shirizan will credit you for the value of the missing product + partial shipping.

Items in the packet arrive in a damaged condition.
A customer’s order arrived with product/s in damaged condition.

In such a scenario, you must, first, raise the issue immediately with the courier or delivery company. Then, open a ticket with Shirizan and provide the requisite photos. (Guidelines for photos: First, take photos of all 6 sides of the box that contains the product (inner casing). Then, take photos of all 6 sides of the brown cardboard shipping box (outer casing). For the product itself, please provide enough photos that will accurately show, first, the whole product and then a close-up of the damaged area.) The photos will then be used for remodeling the broken process to find out the cause of the damage. And also the customer needs to keep the original packing case for courier’s investigation purposes.

Provided you follow the correct reporting process, your case can be dealt with expeditiously if the incident report is received by Shirizan within 3 working days from your receipt of the damaged article/s. Once Shirizan receives the ticket with the details and photos clearly evidencing the damage, and confirms the products were indeed damaged during transit, a credit worth the product value of the damaged item will be made in your Shirizan account or a replacement part or accessory, if applicable, will be sent to you at our discretion.

A shipment is delayed, turned back, or seized by Customs.
If the Customs issue was your responsibility, you are liable. If the failed delivery was due to mis-handling by Shirizan, you will receive compensation when the case is resolved. Such cases are unusual but it is important you are aware of your responsibilities in such a case.

General Delivery Failure Cases Where You Accept Liability

You (or the consignee) must accept delivery of the goods and comply with any applicable procedures/charges from your local Customs.

If the delivery fails because:

you were not at home or the courier could not contact you
the delivery details were wrong
the recipient fails to accept the goods
the courier cannot satisfactorily verify the identity of the person attempting to receive the goods
the courier cannot deliver to a remote area or invalid address
delivery fails due to war, disaster, etc
other similar scenarios beyond our control

… [in such cases] you agree that Shirizan will not accept liability and no compensation is available.

There are also several situations in which you accept liability when the goods do not arrive due to Customs issues.