Dragon Well Returns & Refunds Policy
Last Updated: [2025-05-31]
1. Return Process Overview
Step 1: Request RMA via Return Portal
Step 2: Ship items with RMA form to:
Dragon Well Returns Center Building 2, Zhong Zheng Wei Lai Industrial Park Tian Xin Village, Tang Xia Town Dongguan, Guangdong, China 523710
Step 3: Inspection within 3 business days
Step 4: Resolution (refund/exchange/repair)
⏱️ Timelines:
Refunds: 5 business days post-inspection
Exchanges: 1-3 business days (stock dependent)
Repairs: 7-15 business days
2. Eligibility & Timeframes
| Return Type | Deadline | Conditions |
|---|---|---|
| Refunds/Exchanges | 30 days delivery | Unopened/new condition |
| Warranty Repairs | Product lifetime | See Warranty Terms |
| Out-of-Warranty | Anytime | Service fees apply |
Non-Returnables:
Software licenses (e.g., Picos)
Consumables (cables, connectors)
Custom-configured hardware
3. Return Shipping Policy
| Scenario | Shipping Cost | Customs Duty |
|---|---|---|
| Dragon Well error (defective/wrong) | We cover | We cover |
| Customer preference | You pay | You pay |
| Unauthorized returns | Returned at your expense | N/A |
Free Returns Label: Available for qualified returns via portal
4. Refund Structure
| Item Condition | Refund Amount |
|---|---|
| Unopened in original packaging | 100% |
| Opened but undamaged, all accessories | 85% |
| Damaged/missing parts | Up to 85%* |
| *Assessment by Dragon Well technical team |
💡 Restocking fees exclude original shipping costs
5. Repair Services
In-Warranty: Free repair + return shipping
Out-of-Warranty:
Diagnostic fee: $45
Repair quotes provided pre-service
Spare Parts Program: Priority components for critical systems
6. Special Cases
Software Licenses (e.g., Picos):
Non-refundable
License transfers available (contact info@dw-tek.com)
Requires active technical support subscription
International Returns:
Include commercial invoice with RMA#
Declare as “Warranty Return” (avoid duties)
7. FAQ
Q: How do I track my return status?
A: Log in to Return Portal or email info@dw-tek.com
Q: What if I receive damaged/incorrect items?
Document with photos/video within 48hrs
Contact support: +86-769-82866368 (Option 2)
Receive prepaid return label
Q: Where do I ship Hong Kong purchases?
Address:
ROOM 836, BEVERLEY COMMERCIAL CENTRE
87-105 CHATHAM ROAD SOUTH, TSIM SHA TSUI, HK
8. Warranty & Compliance
All returns subject to Warranty Terms
RoHS/REACH compliant disposal of electronic waste
GDPR-compliant data sanitization for storage devices
Need Immediate Help?
📞 Returns Hotline: +86-769-82866368 (Option 2)
📧 Email: info@dw-tek.com
🌐 Portal: https://dw-tek.com/
🕒 Hours: Mon-Sat, 8:00 AM – 8:00 PM GMT+8
Pro Tip: Use our Express RMA Service for business-critical returns (24hr priority processing)
*Dongguan Returns Facility: ISO 9001-certified inspection*
Notice: Jiangxi Factory returns require pre-authorization – Contact form
