SHOP FAQ

 

PRE-ORDERS / BULK ORDERS

+ May I negotiate the unit-retail-price, if I purchase a large quantity?

Yes, you may send an email to: hello@khadas.com.

+ I want to buy some products, but your page indicates that they are out of stock. What can I do?

You can email hello@khadas.com. Or you may search for other suitable products from our shop.

+ Do you have distributors in my country? How can I contact them?

We have listed our distributors and their contact information at khadas.com/distributors.

+ I placed a pre-order but now I've changed my mind, and want a refund.

You may ask for a full-refund at anytime (less Paypal fees), as long as your product has not shipped. Please email hello@khadas.com or contact us via www.khadas.com.

+ Why should I pre-order a product that is not available yet?

Pre-orders help us gauge the market's desire for a new, untested product. It gives us confidence that there is a real-need, and thus the insight to develop products that more closely meet the desires of our customers.

 

PAYMENT, FEES & TAXES

+ What is your payment method?

You can use PayPal during our shop checkout.

+ I don’t use Paypal. Can I transfer money to your bank account?

Yes, you may send an email to: hello@khadas.com.

+ Does your price include all the taxes, tariffs and any related charges?

Customers outside of China may be subject to customs fees and / or import duties and taxes. These could be levied once a shipment reaches your country. You should contact your local customs office or tax authority for information specific to your situation.

 

Additionally, when ordering from this website, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. Shenzhen Wesion Technology Co. Ltd. will not be held responsible for international orders that never make it past your country’s customs office.

 

Please check with your customs office before placing your order. No refund will be given for items that are seized by your local customs agents.

 

SHIPPING

+ Can you ship to my country/place?

We are able to ship to almost every country in the world. Just ensure that you enter your address and telephone number correctly.

+ What happens if I do not enter my telephone number?

Your order will not be dispatched, and will remain so, until you update us with a valid telephone number.

+ Should I bear the shipping cost?

We will provide “free shipping” by China Post. Alternatively, you could also pay for express shipping, and your package will arrive within 7 working-days, after dispatch by our express-shipping agent.

+ After sending payment, how long before my order is shipped out?

If a product is listed as "in-stock", it will take a maximum of 5 working-days from payment, to arrive at our shipping agent. Shipping time is calculated from when the agent has sent out your package.

+ When will I get a tracking number for my order?

An email including your tracking number will be sent to you, after your package has been dispatched.

+ Where can I check the tracking information for my package?

You can check your tracking information from www.17track.net. The website supports multiple-languages.

+ How long will it take for my package to arrive?

For China Post, refer to this data-tableThe table is only for reference, specific times (10-50 days) are subject to changing shipping conditions. For DHL (Express Shipping), refer to your tracking number.

+ Why does the tracking system show no update after I've received my tracking number?

Usually China Post will update the tracking information to www.17track.net after 8-10 days.

+ Why is the tracking information not updated after the package leaves China?

Sometimes your local post office will not update the shipping information so you can’t track it. If this happens, please contact your local postal office, as indicated from www.17track.net.

+ Why have I not received my package even though the tracking information shows that it has arrived at my home?

Please contact your local post office regarding delivery issues. It is possible that your post office needs you to pay customs tax.

+ Help! It has been 30 days, and my package has not arrived! What can I do?

Your package could have arrived in your country, but failed to deliver to your home. Enter your tracking number on www.17track.net to view your post-office, and contact them for re-delivery.

+ Can you send me a commercial invoice for my order?

You can email hello@khadas.com for an invoice. Please kindly indicate your order number.

+ I have a freight forwarder in China, can you send the goods I ordered to our forwarder?

Sure! Please send your forwarder information to hello@khadas.com, and include your Order-ID.

 

MODIFY YOUR SHIPMENT

+ How do I modify or cancel an existing order?

Please contact hello@khadas.com, she will help you modify or cancel your current order.

+ I've already paid for my order, but I want to add more products. Is that okay?

This is not an issue if your order has not been dispatched yet. Please contact us as soon as possible so that we can add the items to your order. You will however, need to pay the difference in cost, before we dispatch.

 

EXCHANGES & REFUNDS

+ I have received my order, but I've found that it's not what I want. Can I return it and get a refund?

You can return or exchange your purchase from up to 30 days since the purchase date. However, you’ll need to bear the shipping fee both ways. Returned / exchanged products must be in the condition you received them and in the original packaging.

+ I’ve received the item, however it does not work, what can I do?

Contact our tech-support at forum.khadas.comIf the problem is caused by a product defect, we would definitely replace or refund you. For any after-sales issues, kindly contact hello@khadas.com and provide your Order-ID.

 

RETURN POLICY

+ How long is your Warranty Period?

Single Board Computers (e.g. VIM, Edge, Tone Board): 12 months
Accessories (e.g. USB-C Cable, Cooling Fan): 6 months

+ What are the shipping costs during the Warranty Period?

You need to pay for the shipping cost from your country to our office.
Khadas will pay for the shipping cost from China back to your country.

+ What are the shipping costs after the Warranty Period?

The return requester needs to pay for the shipping cost both ways. 
The products may not be fixed if the damage is serious (i.e., CPU/PMIC/PCB is broken permanently)
There might be additional service charges if the hardware needs any rework / repair processes.

 

RETURN SHIPPING

+ What should I do before arranging a return shipment?

Contact us via Khadas Forumor hello@khadas.com, to notify us about your issue first. Please include the following details:

 

Email Subject:

"Repair: [Fault Description] (Purchasing Channel, Order-ID)"
 

Email Contents:

1. Description of your problem, and steps to reproduce it.

2. Photographs.

3. Videos (optional, to reproduce problem).

4. Purchase Channel (e.g. Khadas Shop, Gearbest, Amazon, local distributor, etc).

5. Order-ID.

Certain problems may be resolved locally, without incurring the cost and time of return shipment. In some cases, we may also send you a replacement, without the need for a product return.

+ When will I need to ship products / accessories back to Khadas?

You may need to return products and accessories to Khadas in the event that you want an exchange / refund. Or when your product is damaged and requires repairs that you are unable to perform.

+ Help! Return shipping is expensive!

Don't return-ship your product as a parcel nor a package. Instead, choose to go to your local Post Office and send it back via post. Postal services may take up to 30 days to return-ship. If you are in a hurry, you may have to use more expensive express services.

+ How do I return ship my product / accessory to Khadas?

1. Go to your local Post Office.

2. Mark value as: "$5 USD".

3. Choose type: "Gift".

4. Shipping Address:

Address: A511, Mingyou Caigou Zhongxin, Baoyuan Road, Xixiang Street, Bao’an District

City: Shenzhen

Province: Guangdong

Country: China

Postal code: 518102

5. Shipping Recipient:

Attention: Willow

Mobile: +86-18038034175

6. If possible, please add this Chinese address to the outside of your package to speed up delivery.

Address: 深圳市宝安区西乡街道宝源路名优采购中心A511 518102.

Contact: 李春柳 +86-18038034175.

7. Add a note to the outside of your package (include Purchasing Channel, Order-ID):

"Repair: [Fault Description] (Purchase Channel, Order-ID)".

 

KHADAS EMAIL

+ My email is blocked by hello@khadas.com. Do you have an alternative email address? 

You may also email us at: khadas.wesion@gmail.com.