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Return And Repair Policy

Winmate Inc. ("Winmate") is committed to providing customers with peace of mind, high-quality products, and excellent customer service. We guarantee that Winmate hardware products will be free from design, manufacturing, or component defects.

For standard items, Winmate offers a 3-year warranty that starts from the invoice date for the online e-shop Laptop series. Tablet products come with a 12-month warranty.

Information about Winmate's Return Materials Authorization (RMA) service can be found below. Please read the RMA policy carefully before returning any items.

Return & Repair Policy
  • Our return & repair policy applies only to products purchased directly from the Winmate e-shop website.
  • Please be advised that Winmate e-shop only accepts product returns in the case of issues relating to product quality and reserves the right to refuse all other requests for returns. To return an item due to a quality-related issue, you must first contact our customer service team at CS@Winmate.com to check whether a return is possible. Our technical team will help you go through all the problems. All product returns require an RMA number from the Winmate customer service team. If you have any questions after purchasing our products, please get in touch with our service team at CS@Winmate.com, and they will reply as soon as possible.
Exclusions From Warranty
  • The returned product is treated as excluded from warranty when:
    1. The product is defective after the expiry of the warranty period.
    2. The product is determined to have been subjected to misuse, abuse, or unauthorized repair, whether by accident or other causes. Winmate will determine such conditions at its sole discretion.
    3. The product has been updated, modified, repaired, disassembled, and tested upon customers' requests without authorization from Winmate.
    4. Product is damaged beyond repair due to natural disasters, for example, lighting strikes, floods, earthquakes, acts of god, etc.
    5. The serial number on the product has been removed or damaged such that it is illegible, and Winmate could not identify its warranty period.
Requesting an RMA (Return Materials Authorization) Number
  • For all returns, including evaluation units and repairs, you need to complete an RMA Request Form to obtain a valid RMA number. Before submitting an RMA request, please contact the Winmate CS service center to see if a return is possible. The Winmate e-shop RMA service center may contact you for additional information regarding your RMA request. If the RMA service center verifies that the product needs to be returned to Winmate, you will receive a notification containing an RMA number. If your request is denied, we will send you a message explaining our reasons.
Returning A Product For Repair
  • Please be advised that unauthorized returns will be rejected. Additionally, customers will be responsible for any additional costs resulting from not following the return instructions provided by Winmate staff members.
  • Winmate cannot guarantee that your data, files, and programs will remain intact following the repair operation.
Shipping Costs
  • For DOA products sent back by the customer within 30 days of the invoice date, the Winmate e-shop will be responsible for round-trip shipping costs.
  • For in-warranty products (within the invoice date), the customer will be responsible for return shipping costs, and the Winmate e-shop will be responsible for the repair/replacement and shipment back to the customer.
  • For Out-of-Warranty products (above the invoice date), the customer will be responsible for round-trip shipping costs.
  • Would you please use a trackable shipping method and keep your tracking number? Customers will be liable for any losses or damage caused by their shipping carrier.

Note: We suggest that you write "Goods with no commercial value returned for repair" on the shipping invoice.

Doa (Dead On Arrival) Returns
  • DOA products must be returned with their original accessories, parts, and packaging. Requests to return goods that either do not function or function incorrectly must be made within 30 days of the invoice date. Products that are incomplete or show signs of mishandling or misuse will not be accepted.
Doa Returns With No Foundable Problem
  • The customer will be responsible for round-trip shipping costs.
  • The customer will be responsible for inspection and diagnostic costs: boards - US$20, systems - US$40
Defective Products
  • Winmate will repair or replace all defective products still under warranty, provided Winmate's RMA policy returns them. Winmate will have sole discretion in determining whether a product will be repaired or replaced. If a product cannot be repaired or replaced due to end-of-life (EOL) issues, the Winmate e-shop will work with the customer to determine a suitable replacement.
Incorrect Or Missing Products
  • Please notify the Winmate e-shop of any incorrect, missing products within 30 days of the invoice date.
Repair Charge
  • Customers will be charged for repairs to products out of warranty and for all needed repairs due to the misuse or mishandling of products. For any repair work that would result in a customer being charged, the Winmate e-shop will issue a proforma invoice listing all the charges. Only after the customer replies in writing to Winmate, stating that they accept the proforma invoice, will repair work begin. Customers must pay for repair work before Winmate delivers the repaired product to the customer.
  • Repair service charges will be calculated as follows: Total Charges = Handling + Repair + Materials
  • Please be advised that Winmate reserves the right to change its return & repair policy at any time and without notification. For any questions or concerns regarding the Winmate e-shop Return & Repair policy, please email Winmate technical support at eshop@Winmate.com.
Winmate Cs Center
  • Tel: +886-2-8511-0288 (Monday-Friday, 10:00 a.m.-5:00 p.m. (UTC+08:00))
    Email:CS@Winmate.com
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