Warranty And Returns

FAQs - Warranty & Returns

Got a question about how to return an item or what your warranty covers? Look for your question below and click to get the answer!

For general ideas of return, please visit Return & Refund.

For more details of our return policy, please visit Return Policy.

Warranty & Returns - Questions

Warranty & Returns - Answers

What is the warranty on my item(s)?

All of our products come with at least a 12 month standard warranty, under the warranty, you are entitled to all of your consumer rights regarding product quality and workmanship.

In case the product has been sold out (out of stock), we will try our best to re-stock them and advise you an ETA of the replacement.

In case the product is no longer being manufactured (discontinued), we reserve the rights to substitute for a product of equal capability, or fix /repair it for you if possible.

What does the warranty cover?

Our warranty covers products sold by ZEMEL Warehouse through our website against manufacturing defects and product faults in the duration of the warranty period under normal use*.

To be eligible for a warranty claim, you must:

Have the faulty/damaged product.
Show a valid proof of purchase (you can login to your account to retrieve these) and submit a Return Request.

Before lodging a claim, we encourage you to read the description of the product and contact us first to ensure that the product was used properly.

Please note that your warranty may be voided if:

The product is physically damaged
The product is damaged because of improper use
The product is dismantled, soldered, modified, cut or deformed
The product is painted or marked
The product is subject to excessive force or repetitive/undue strain
The product is subject to contaminants such as sand, water, etc
The product is subject to weather, pets or pests

Your warranty does not cover:

Damage to other equipment
Shipping costs associated with returned goods
Loss of income/revenue resulting from downtime
Packaging and/or some non-critical accessories
Costs associated with removing the installed items
Technical or hardware incompatibility
Damage from environmental conditions (e.g.: salt air corrosion)

If you're not sure if the problem you are experiencing qualifies you to make a warranty claim, please quickly view the common questions / answers that we listed here. In case your situation is not covered here, please Contact Us and we are always here to help.

*Normal Use is defined as any purpose for which the product is specifically stated as being suitable, in accordance with any and all proper procedures during installation and operation of the product.

I received a free gift - is it covered?

Free gifts and items listed on your invoice with a $0.00 value are not covered under warranty, but may need to be shipped back to us with their accompanying products in returns cases involving refunds and store credits. When a free gift is supplied as part of a promotion with a minimum-spend value, a return which reduces the value of the order below that threshold will require the free gift to come back as well. In the event a free gift can not be returned, a full refund will not be available.

For full terms and conditions regarding free gifts, please read the relevant section on our Terms of Service page.

The item I received is not the item I ordered

Oops! Despite our best efforts, we sometimes have mix-ups in the warehouse. If you believe that you have received wrong item(s), please compare it with the images on the product page first. If they match, you may have purchased wrong item. In this situation, please contact us to organize an exchange or return for refund, it is buyer's responsibility to pay return postage of wrong purchase returns.

If we really did mess things up and sent you wrong items, we're really sorry! Please Contact Us at your convenience and we will sort it out as soon as possible. In this situation, we cover any additional shipping costs related to the exchange.

The item I ordered was damaged in transit

Oh no! We try to protect all of our items against transit damage, but sometimes things are are out of our control. In case these things happen, please Contact Us at your earliest convenience so we can work out a solution for you. Please note that we may ask you to provide a picture or two of the damaged item(s) so that we help you out.

For occasions where there is cosmetic damage to packaging, but the product is in perfect working conditions, there may be nothing we can do as packaging is not covered under warranty, but please let us know.

For situations where the product itself is broken or damaged, we'll replace it at no cost to you.

What to do if the item I received is faulty or doesn't work as described?

If you have received a product that does not work, please view its description page first to see if it's used in the correct way. If you confirm that the received item is faulty, please Contact Us and provide our team with a description of the fault. To assist our team in providing you with a speedy resolution, please include photos and/or a short video demonstrating the damage or fault with your product.

Under these circumstances, our support team will review your claim and in the first instance, attempt to troubleshoot and resolve the issue for you without the need to return your product..

If it is determined via troubleshooting that your product may be faulty, our team will provide instructions to have the product returned for assessment. If the product does need to be returned, we will arrange return shipping at no cost to you.

Once we receive the product, our experienced technicians will assess it and determine how to best resolve the issue.

As an online retailer, ZEMEL Warehouse do not have physical retail stores where you can return your faulty products. As such, it is important that you provide our team with as much information as possible (including photos and/or videos) to ensure your product fault can be diagnosed promptly, and so that we can resolve your issue.

The item I ordered is not compatible with my device

Our warranty can only cover incompatibility if we expressly state that it will function with your specific make and model of device. If we mistakenly advertise a product function which caused incompatibility with your device, we will cover the return postage of your return, and issue you refund or replacement if you want - please Contact Us if this is the case.

Please note that blanket statements such as 'Compatible with Apple Macbook Pro' or 'Compatible with Android Smartphones' do not qualify as a specific statement as these hardware lines can feature a constantly changing set of specifications. Please always check the item description or ask us about compatibility before purchase if you are in any doubt.

Outside of our warranty, we accept return of incorrect purchases as well. If you are returning a wrongly purchased item, you are liable for the returning cost and store credit (as order price) will be offered to you when the return get delivered. If you request cash refund of a non-faulty return, 10% restocking fee will be deducted from order price.

The returned item(s) must be in original conditions and suitable for re-sale, otherwise the return will be denied.

Please note that a refund request has to be submitted within 14 business days of purchase. Warranty service will be fulfilled through replacement or repair after 14 business days of purchase.

The item I ordered did not arrive

Uh-Oh! Sometimes our parcels can go walkabout, and the reasons can range from simple mishandling by our delivery services, to unforeseen and drastic circumstances. For starters, please view the Estimated Delivery Time to see if your parcel is actually late.

For registered mail, signature will be required on delivery, and a notification card will be left if you missed delivery. So, please check your letterbox and front door to see if there is a notification card there.

Considering some unforeseeable delays from post office, we suggest you allow two more business days after the estimated delivery time expired, but don't hesitate to Contact Us if there's still no delivery, we are happy to check it for you then.

I've changed my mind and no longer want the item I ordered

We accept return of wrongly purchased items within a short period of time after purchase.

Please note that it's buyer's responsibility to pay the shipping cost of return. Returned item(s) must be in original condition and suitable for re-sale, and store credit (as order price) will be offered to you when the return get delivered. If you request cash refund for a non-faulty return, 10% restocking fee will be deducted from its order price.

Please note that a refund request has to be submitted within 14 business days of purchase.

I've ordered the wrong item

If you have purchased a wrong item, please Contact Us as soon as possible and we can help you cancel it if your order hasn't been shipped yet.

Suppose your order has been shipped already, you will be asked to return it for refund or exchange.

Please note that it's buyer's responsibility to pay the shipping cost of return. Returned item(s) must be in original condition and suitable for re-sale, and store credit (as order price) will be offered to you when the return get delivered. If you request cash refund for a non-faulty return, 10% restocking fee will be deducted from its order price.

Please note that a refund request has to be submitted within 14 business days of purchase.

What to do if my item under warranty stopped working?

It's rare but it happens. If the product unfortunately stopped working within warranty period, we will first go through some troubleshooting steps to identify the problem. Item(s) confirmed as faulty will be replaced at no cost to you.

If troubleshooting cannot confirm a fault, or it cannot be completed at all, buyers have the responsibility to send the item(s) back to us for testing and replacement. Please ensure to pack it back in its original packaging with all its parts and accessories, including instruction booklets, cardboard inlays and packing braces where applicable.

Generally, we will pay the shipping cost when we ship you replacement, and you are liable to pay the shipping cost when you send the item(s) to us.

We will test the returned item carefully to find out the problem. If the returned item is confirmed as faulty, we will send you replacement at no cost to you. Otherwise, shipping cost will be charged for sending you back the non-faulty item.

Should I pack its accessories together when returning an item?

Yes. When returning any items to us, we require that they arrive back in the same condition as you received them. This includes all packaging, parts, accessories and user-manual. We can usually make an exception for heat-sealed plastic bags, but everything else needs to come back as you received it in a condition fit for re-sale.

Damaged or marked boxes, inadequate protection from transit damage and missing or damaged parts will affect the level of warranty coverage we can offer, and what (if any) restocking fee might be deducted from your credit or refund.

Did we forget something?

If you have further questions, require special attention, or are in need of technical help, please feel free to Contact Us， we'd love to hear from you and help you out as best we can.