AFTER-SALE SERVICE 

1. As the online sale and purchase transaction is not a face-to-face deal where customer and Dimension Hobby International Co., Ltd. ( herebelow abbreviated as “the company” )  is able to  verify the commodity status in front of each other, the company will not offer an unconditional and free after-sale warranty for the incoming online orders from customers.

2. As long as customer finds certain obvious quality defect on the received commodity at the time of arrival, regarding any omission, mistake, damage, fracture, or deformation of any component, and any malfunction of certain electronic parts, please send an email to the company at marketing@dimension-hobby.com within 3 days after the receipt of commodity. The email must contain relevant pictures and elaborations to show adequate evidence about the said quality defect or problem as stipulated. The customer will receive the company’s email reply in return regarding the case shortly after. If the said defect under the case is finally been verified and admitted by the company, the customer will be replaced with new components or parts in question without further replacement charges. However, all courier charges as a result from the course of replacement are at the expense of the customer. If the said defect involves a large area or a particular portion of the commodity, customer may need to send the whole part back to the company for further repair and replacement. The company will make a detailed explanation for that in the foresaid email reply.

3. If customer’s stipulated defect or damage in the received commodity is caused by his careless handling or accident, but he still needs to seek for an after-sale service with the company, please send an email to the company at marketing@dimension-hobby.com with relevant pictures and elaborations about the problem. Depending on the seriousness of the case, the company will evaluate the relative repairability of it ( either just a replacement of new components or a return of the commodity from the customer to the company for further repairment ), and then make an email reply within 3 workings days after the date of report from customer. The email will explain briefly the necessary repairing works to be expected as well as a price quotation and the courier charges for the job. The company will then start to work for the repairment when the customer has confirmed it and paid up the bill. Nevertheless, the company reserves all rights of final decision in acceptance of the repairment request from customer.

4. The above after-sale service is only valid and applicable for the commodity directly ordered and sold on the website. There are other after-sale terms and conditions governing the company’s commodity offered among other sales outlets, like distributors and the directly owned local store of the company. If the commodity is brought from other outlets instead of the website, customer needs to ask for the after-sale service with the relevant dealer.

5. The company refuses all requests for goods exchange as long as a particular product fails to restore to a proper packaging in good condition, or damaged, or used, or incomplete, or beyond the after-sale service warranty period.

6. Customer is eligible to ask for an after-sale service just once only against per commodity per sale transaction.

7. Due to the concern and requirement in the production technology practice, there will be certain minor differences between the end-product standard and the product original master or relevant pictorial information. They are not applicable for any after-sale service per above.

8. In case that any parcel cannot be successfully delivered to the customer and returned to the company eventually due the following reasons, the company will impose the customer a 15% administration charge against the relevant order original value (including any courier and other surcharge), if the customer still wants to recover the parcel again and asks for a second delivery of it. The customer also needs to pay a new courier charge again for that.

a. The receiving address information provided by the customer is inaccurate ;

b. Continuous failure of delivery due to customer’s personal reasons like no recipient at the said address ;

c. The customer refuses to pay the import tax (if any) ;

d. The customer refuses to pick up the delivery.

 9. The expected handling lead time per after-sale service case may vary from 1-3 weeks, depending on the relative size of problem from case to case. The company will notify the customer separately when the repaired product gets ready for shipment.

10. In case of any uncontrollable parcel delivery constraints over a particular destination country, the company reserves the final rights of decision in evaluation of a revocation and refund against an established order with customer.  

11. In case of any controversy over the issues the after-sales service offered by the company, the company reserves all rights of interpretation and decision in it.