Política de reembolso

Refund & Cancellation Policy

We hope you are pleased with your purchase from Salrog, and we are committed to providing you with the best products and prices. Please review the following information before placing an order.

Price Protection

If the price of a product you purchased drops within 72 hours, we will refund the difference.

Best Price Guarantee

If you find the same product listed for a lower price elsewhere online, let us know. In most cases, we will beat the price. Visit the product description page on our website, click "Price Match," and submit a claim.

Registration Terms

If you provide an incorrect delivery address, you will be responsible for 99% of the liability. Contact us immediately if you realize the mistake, but please note that we cannot apply the corrected address if the order has already shipped.

Cancellation

  • Orders can be canceled within 24 hours of payment confirmation for a full refund, minus a 10% restocking fee.
  • After 24 hours, cancellation is possible only if the order has not yet shipped.
  • Once an order is shipped, it cannot be canceled or modified. If you still wish to receive a refund, you must return the item upon arrival. In this case, a partial refund covering the item price minus shipping costs will be issued. Contact your sales manager for more details.

3-Day Return Policy

If you are unsatisfied with your order within 3 days, you can return the item in brand-new condition for a refund of the purchase price minus shipping costs. Spare parts cannot be returned if installed and found to be working.

Refund Processing Time

International transactions may take longer to process. Refund arrival times vary by payment method:

  • Account Balance: Real-time
  • PayPal: Real-time
  • Credit Card: Real-time
  • Bank Transfer: 3-7 business days

Items Damaged in Transit

If an item is visibly damaged upon receipt, please accept the parcel and contact us within 7 working days with the following evidence:

  1. Photos of the front and back sides of the packaging box
  2. A photo, video, or screenshot of the defective item
  3. A photo, video, or screenshot of the defective part of the parcel Our sales manager will provide further assistance.

Service and Repair Policies During Warranty Period

If an item is found defective within one year of receipt, you are entitled to a repair under warranty. Provide photos and videos of the defective item to the relevant sales manager. After confirmation, you can return the item for repair.

Before returning the item, please ensure all personal information is erased from the device. Salrog is not responsible for any personal information left on returned items.



Type of repair

Applicable charges (Buyer)

What to do

Cases where a refund is allowed

1. The item received is wrong. Provided that it is not used, please follow the warranty process and contact our After-sale Service Center and return the item within 7 days from receipt of the order; it’s free of damage or defect. (All parts are required to be sent back.)

The customer shall be liable to pay the shipping cost for return.

Return your defective Salrog items, free of damage and intact. Please return the item to the address listed below:
Attn: Qiunengbin+Name of the Sales Manager
Address:8th Floor, Building 614, Bagua 1st Road, Bagua Ling, Futian District, Shenzhen
City: SHENZHEN
Zipcode: 518000
Country: China
Tel: Please contact your sales manager to get the phone number.
Tips: Delivery by post is suggested in case of delay in customs clearance, thanks!

For deals at discounted prices

1. The item received is different from what has been ordered, free of damage or defect.(All parts are required to be sent back.)

2. If only the SIM card is unidentifiable locally, the item free of damage or defect is acceptable.(All parts are required to be sent back.)

Cases where a repair rather than a refund is allowed

1. Man-made factors
1）Disassembly
2）Exclusive of misuse, unofficial firmware or software modifications or any others causes of damage;
3）Drops or falls
4）Water soaking: dropped into water; exposed to rain, fog or mist droplets ; spilling liquid into the phone
5）Other man-made damage

Shipping cost for return; redelivery cost; repair cost

Salrog will send your items for repairing and will provide you with an estimate of any additional costs arising from repairs.

2. Scratches or damage is noticed on packaging and appearance.

3. Scratches or damage is noticed on the screen and main board, or other unauthorised third-party repairs are received.

4. The item is retured without the package and accessories.

5. Production of such items is ceased and the item has been in use for more than one month..

Cases where neither a repair nor a refund is allowed

1. Items not ordered from Salrog.

2. The warranty period has expired or the problem is not covered by the Manufacturer’s Warranty.

Other warranty and return policies for special product will be provided in specific product catalogue, please carefully read the following Product Warranty Terms and Conditions.

 

 

For specific product warranty terms, refer to the product catalog. Email the following details to your sales manager or service@salrog.com after returning defective items:

  1. Tracking number for the returned parcel
  2. Model number of the returned item
  3. Detailed problem description for each item
  4. Original Order number from Salrog for each item
  5. Send all parcels by post to avoid duty charges; we will not accept parcels shipped by other methods if duties arise

Thank you for your understanding and cooperation