Warranty Policy

Introduction

Our 3-year warranty covers all products purchased at Acemagic's official store. We will provide complete and necessary after-sales customer service for all customers. Please contact service@acemagic.com if there's anything we can do for you.

For business cooperation and bulk orders, please refer to >> https://acemagic.com/pages/bulk-discount. We will get back to you within 24 hours.

The Warranty Covers 36 Months:

  • For in-stock products, the warranty is activated on the date of receipt.
  • For pre-sale products, the warranty is activated on the date of shipment.

※ For purchases made on third-party platforms or retailers, please get in touch with them if customers require refunds, replacements, or any other after-sales services.

Terms of Warranty

※ Please confirm the order status before requesting a refund or a replacement.

1. Pending Orders (In-stock and Pre-sales Products)

Don't hesitate to contact Acemagic to confirm the order status. Customers can require a full refund before the order is shipped. We will process the refund in 3 business days.

2. Orders Have Been Shipped

2.1 Intact/Undamaged Products

14-Day Money-Back Guarantee for Any Reason

  • Intact/Undamaged products may be returned for a refund for any reason within 14 days from the date of receipt.
  • Date of receipt is subject to the tracking information of your package's tracking number.
  • Please help us confirm the condition of the returned product; otherwise, the refund request will be voided.
  • Customers are responsible for the return shipping fee in this situation.
  • Customers cannot request a 14-day Money-back for intact/undamaged products signed for more than 14 days.

2.2 Quality-related Issues

2.2.1 Outer Packaging Broken/Deformed, Item(s) missing from the package

Outer Packaging Cracked/Deformed:

  • Please immediately open a request to the courier upon receiving the broken/deformed package, and receive a confirmation paper with a stamp on it.
  • Contact us with detailed information describing the issue, and attach photos of the broken/deformed package and the confirmation paper to the email.
  • Customers can require a full refund or a product replacement after we verify the situation.

Item(s) missing from the package:

  • Please carefully check the package's contents and weight before signing for it.
  • If the item(s) is missing from the package, contact us with the order number (e.g., #ACEUS***) and detailed information describing the issue (texts/photos/videos) by email.
  • Customers can require a replacement or a partial refund for the missing item(s) after we verify the situation.

Acemagic is responsible for the shipping fee for the return and replacement caused by the broken/deformed package, the missing item(s), or the misdelivered package(s).

For package(s) lost after being delivered to the correct address, Acemagic is not responsible for any related compensation, including refunds and replacements. (The status of the package is subject to the tracking information.)

2.2.2 DOA (Dead on Arrival)
  • Please get in touch with us within seven days of receipt of goods for DOA situations.
  • Attach the order number (e.g., #ACEUS***) and detailed information describing the issue (texts/photos/videos) in the email.
  • Once the product is confirmed DOA, we will provide the warehouse address to customers to return the product.
  • Customers can require a full refund or replacement after the DOA product is delivered to the warehouse.

Acemagic is responsible for the return and replacement shipping fee caused by DOA products.

2.2.3 Defective Products
  • Customers must provide sufficient proof of purchase (e.g., order number #ACEUS***) and detailed information describing the issue (texts/photos/videos) by email.
  • We will offer troubleshooting tips and document the troubleshooting process.

Return(s), replacement(s) caused by product defects:

  • Within 30 days of receipt: Acemagic covers all the shipping fees.
  • After 30 days of receipt: Customers cover the return shipping fee, and Acemagic covers the replacement shipping fee.

About Returns

  • Returns MUST include all accessories.
  • Returns MUST include original packaging or packaging with the same protection.
  • Returns MUST be delivered to Acemagic's warehouses.
  • Returns may be rejected if items do NOT meet the above requirements.
  • Warranties will be VOIDED if the wrong product is returned or the defective product is NOT returned to Acemagic's warehouse.

About Refunds

  • The refund process will begin once the returned item arrives in Acemagic's warehouse.
  • The refund will be credited back using the same method as when your initial order was made. PayPal refunds take up to 48 hours to complete. Credit card refunds and bank account refunds will take 7-10 business days to complete.

If we have reached the maximum refund limit for the month, we may not be able to refund through the original payment method, but we will issue the refund to your PayPal by transfer. This usually takes 48-72 hours. Sorry for any inconvenience we caused.

About Product Replacement

  • Customers are responsible for remote area surcharge.
  • The duty-free shipping insurance will expire once the original package is successfully delivered. It will NOT continuously apply to the replacement package. If customers want to avoid customs duties, purchase duty-free shipping insurance again.

Situations NOT Covered by the Warranty

  • Normal degradation, wear, or tear due to daily use
  • Bulk orders and orders for rental/commercial purposes
  • Products without sufficient proof of purchase
  • Products lost or stolen in daily use
  • Products that have expired their warranty period
  • Discontinued models that are out of stock
  • Free products, giveaways, or product(s) is re-sold or passed on to a third party
  • Repairs through unauthorized third parties
  • Intentional Damage caused by human factors
  • Force majeure damages, including but not limited to natural disasters (hurricanes, tornadoes, floods, fires, earthquakes, etc.) and social events (strikes, warfare, prohibitions, etc.).
  • Damage from misuse of products, including but not limited to falls, extreme temperatures, water, operating devices improperly, or replacing hardware improperly.

※ The Warranty on the product is voided if the product is damaged by human factors or misuse. Compensation is NOT available in such cases. Acemagic can only provide replacements or spare parts (if available) via general sales channels. Customers will pay for the replacements or spare parts plus necessary shipping fees.

※ Acemagic's product warranty does not cover damages caused by overclocking, even when overclocking is enabled via Acemagic hardware and/or software.

Lifetime Repair Service

We provide repair services. We maintain repair locations in the US and Germany to repair products. The customer needs to pay the return shipping cost, and we bear the sending shipping cost. Some parts and services may be charged, and please consult the website customer service for details.

Limitation of Liability

Apart from the warranty clauses mentioned above, Acemagic shall not be liable for any express or implied warranty.

Acemagic shall not be liable for any incidental or consequential damages from events beyond Acemagic's control, such as acts of god, property damage, loss of use, interruption of business, lost profits, lost data, or other consequential or special damages.