Return and Refund Policy

The return and refund policy process overview is shown below. For the full policy, please refer to the Full Policy page below.

 

1.Order Cancellation & Modification

  • To ensure timely delivery for every customer, TESmart’s order processing and shipping system is fully automated. Once shipped, the process is irreversible—orders cannot be canceled or modified, including address changes.
  • Please kindly contact us within 30 days of delivery at service@tesmart.com, If you wish to return a product after receiving it, ensure the product and packaging are undamaged and in original condition.
  • ⚠️ Return shipping costs for non-quality issues are the responsibility of the customer. For more details, please kindly see below.

 

2.Return Process

2.1 Return Conditions:

  • Products must be returned in original packaging, including all accessories, manuals, and documentation.

2.2 Items Not Eligible for Return:

  • Products purchased from third-party retailers.
  • Products damaged due to misuse or improper handling by the customer.

2.3 Return Request:

Please contact TESmart customer service to request a return. Email: service@tesmart.com
When requesting a return by email, please provide the following:
  • Order number
  • Proof of purchase
  • Photos or videos of the defective product (to speed up processing)
  • Full shipping address
  • Contact phone number

2.4 Processing Time:

  • Our support team will respond to your return request within 48 hours and provide the return warehouse address in your country/region.
  • For certain countries/regions (e.g., the U.S., Germany, and the EU), we may provide a prepaid return label after confirming your address to expedite the return/refund process.

2.5 Return Address:

  • Please send the product to the designated TESmart return warehouse.

2.6 Warehouse Inspection:

  • Upon receipt, TESmart will inspect the returned item(s).

 

3. Refund Process

3.1 Refund Trigger:

  • Once the returned product is received and inspected by our warehouse, the refund process will begin.

3.2 Refund Timeframe:

  • Refunds will be processed within 5 business days after the return is received.

3.3 After-Sales Categories:

3.3.1 Within 30 days of delivery:

Products purchased from TESmart.com are eligible for return or exchange within 30 days if:
  • The product is in its original packaging with all accessories.
  • Return photos are provided before shipping.
  • Non-quality issues: Return and refund supported within 30 days. Return shipping is the customer’s responsibility.
  • Quality issues: Return and refund supported within 30 days. Return shipping is covered by TESmart.

3.3.2 From 30 days to 1 year after delivery (warranty period):

  • Return/refund not supported. Please email service@tesmart.com to contact our after-sales support team.
  • After evaluation by our technical team, we may offer product repair or replacement with the same model.
  • To ensure timely service, we prioritize replacements.
⚠️ Note: “Replacement” refers to the same model only available to TESmart members.

 

3.3.3 From 1 to 3 years after purchase:

  • Return/refund not supported.
  • You may contact our after-sales support team for replacement of the same model.
  • If you wish to upgrade to another product, after 4 months from purchase, members may Upgrade & Trade-in at a 30% discount off the original price.
For membership-related extended warranty details, please see Section 4.1/4.2: 🔗 https://www.tesmart.com/pages/membership-policy
3.4 If you have any questions regarding the above policies, please contact: service@tesmart.com

 

4. After-Sales Support & Issue Resolution

4.1 Contact Information:

  • For any questions or support requests, please contact TESmart Customer Service: 📧 service@tesmart.com

4.2 Delayed Refunds (if you haven’t received a refund after 5 business days):

  • Check your bank account (ensure it is the one used for the purchase).
  • Contact your card issuer (credit/debit card providers may experience processing delays).
  • Contact your bank to confirm the transaction status.
TESmart is committed to respecting and protecting the legal rights of consumers.  For any matters not covered in this policy, or case of updates or changes, please refer to official announcements on the TESmart website.