Return&Refunds
7 Days Dead on Arrival (DOA) Guarantee
If your item arrives in incorrect size/color, damaged, or is not working, please follow the warranty process and contact our Support Team (info@bestandfirst.com) for returns&refunds within 7 days of the order being received. After following the returns and refunds process, and returning the product to the address provided by our support team, we can send you a new item free of additional charge, or you can choose to receive a full refund.
Special Notes:
1. Before we can consider issuing return merchandise authorization (RMA), Customers must first send the following info to the email info@bestandfirst.com:
- Clear photos or videos of the damaged or not working product and the shipping packages. Please send the photo with customized lighting, and distance, so we can identify and verify the issue(s).
- A clear statement of specific problems and issues.
- Order number & Sales invoice from online purchases made through Best&First.
After we have received the returned product and confirmed the product is faulty, the refunds & return cost, and shipping cost will be refunded based on a valid return receipt. If our technical team determines the item is not DOA, we will not compensate for the full refunds, in this case, please contact info@bestandfirst.com for further support.
2. Product returns must be via one of best&first’s approved shipping methods; our Support team can provide you with further details.
3. Items that can’t be returned:
- Clearance items
- Gift cards
- Personalized items
- Bundled items at discounted rates, e.g. “5 for $19.99” (unless the entire bundle is returned)
- Items marked with “Non-Returnable” on the sale page
- Return Policy Exceptions
14 Days Unconditional Refund Guarantee for Unopened & Unused Items
If for whatever reason you do not want your item within 14 days of receiving it, you may also contact us for a return and refund. Kindly note that in such cases the shipping fee (Delivery shipping fee and returning shipping fee) is the customer’s responsibility and is non-refundable. Items MUST be returned in their original packaging, unused and unopened in order to qualify for a product refund.
Special Notes:
1. Before we can consider issuing return merchandise authorization (RMA), Customers must first send the following info to the email info@bestandfirst.com:
- Clear photos or videos of the product and the shipping packages. Please send the photo with customized lighting, and distance, so we can identify and verify the issue(s).
- Clear statements of specific reasons why you would like to request return&refunds.
- Order number & Sales invoice from online purchases made through Best&First.
2. Please note that in this case, the returns shipping fee is non-refundable.
Repair Warranty
The specific product warranty period varies depending on different products, please see the specific notes on the product page, and the days of warranty period counted start from the date you receive the goods. With no special note in the product page, the default product warranty period is one year. The shipping fee for returning the item is not covered by Best&First, customers should pay the shipping fee for returning the item accordingly. If the product is damaged on purpose or is misused by the customers, it will not be eligible for free repair.
Warranty Exemptions and Notes
1. Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer’s responsibility and is not covered by our warranties.
2. If the customer has damaged/misused the item(s), the product’s warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them. The customer voids the warranty if they:
- Flash the firmware of a device or root a device
- Open the body in an attempt to fix the device
- Modify, remove, customize, or swap parts of the product
- Use the device in a way that it is not originally intended for
- Continue to use the item once a fault occurs and causes more damage
3. All returns must first be authorized by Best&First’s Support Team prior to return. Please kindly refer to the following steps in “How to a request Return, Repair, and Refund” below. For incomplete warranty requests, Best&First reserves the right to refuse any compensation. If the customer has returned the package without prior authorization (Best&First’s Support Team), sends it to the wrong address, returns an incorrect item, or submits an empty package, then again Best&First reserves the right to refuse any compensation.
4. All returns will be inspected by our technical team upon arrival. If the returned item cannot be repaired, Best&First will offer an alternative solution.
Special Notes:
1. The shipping fee for returning the product back will be paid by the customer and is non-refundable except for in 7 days DOA situations.
2. During the return shipping, the customer is responsible for any and all customs charges, duties, or tariffs during the items return to our warehouse. In these cases, we will deduct the customs fees from your authorized refund amount.
3. In case of any misuse, any and all repairs, accessories, and shipping fees both ways, are fully the customer’s responsibility and are at their own expense.
How to Request Return, Repair, and Refund
If your item has an issue, please first contact info@bestandfirst.com, please include the following info in the email:
1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number, and sales invoice from online purchases made through Best&First.
2. Tell us what steps you have already taken to resolve the issue.
3. Provide the item code indicated on the outer packaging.
4. Send a clear photo or video showing the defect(s).
Missing Item, Wrong Item, or Incorrect Package Sent
Please be sure to open the parcel and carefully check the contents before signing for the package.
For any issues, please carefully follow our warranty process to minimize any delays:
1. Contact info@bestandfirst.com with your order number and the sales invoice.
2. Please send us a clear photo of the outer packaging, all shipping labels visible, and (if applicable) the item received.
Possible Solutions:
– If there is an item missing, we will resend the missing item/accessory for free within the warranty period.
– If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). Best&First will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.
Returns and Compensation Process
If you have any after-sales issues, please contact info@bestandfirst.com directly and they will offer you a solution according to your case. They will confirm whether you need to return the item and to which address you may return it.
The following section describes the processing time required upon receiving your returned item.
For exchanges, the processing time for the exchanged item will be between 20-60 business days, upon receiving your item back and depending on stock availability.
For refunds, the processing time for us to proceed with the refund will take around 7 business days upon receiving your returned item. After this, the refund time will depend on the payment method.
For repairs, it will take between 20-60 business days depending on the item and the manufacturer’s stock of spare parts. Bestandfirst’s dedicated Customer Service will keep you updated on the repairs process via email.
Please note that the actual time would vary based on the difference of locations and situations, our Customer Service will keep you updated per difference cases.