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After Service

I. General Provisions on After Service

1.1 All ELLAI products shall be subject to the after service starting from the date of issuing the invoice;

1.2 Products can be returned and replaced without any reason within 30 days after delivery to the customer; and can be replaced with the same model and specification in case of consecutive 2 times (inclusive) at the same position within 180 days;

1.3 Three guarantees will not be applicable and charged maintenance shall be carried out in case of damage caused by consumers’ improper use, maintenance and storage, damage caused by other repairers, no effective invoice, inconsistent or altered repair product model, or damage caused by force majeure;

1.4 Warranty period of all ELLAI products shall be subject to theDetailed Regulations on Warranty of ELLAI Products.

II. Detailed Provisions on Return and Replacement

Consumers can apply for return and replacement by calling the nationwide customer service hotline: 4008-213-421. Specific criteria are as follows:

Scope After Service Category Handling Suggestion Extra Charge Charging Standard
Within 15 days (inclusive) Quality issue Return or replacement None None
Damage during transportation Return or replacement None None
Return or replacement without any reason Return or replacement None None
Within 180 days (inclusive) Function problem Replacement None  
Failure to solve the problem for consecutive 2 times (inclusive) at the same position Return or replacement Delivery expense Refer to ELLAI Price List of Spare and Accessory Parts
Damage caused by improper personal use Maintenance Spare and accessory part expense Refer to ELLAI Price List of Spare and Accessory Parts and ELLAI Product Warranty Period
Damage caused by improper use that it cannot be used again No replacement None None
Out of warranty Function problem Maintenance 1. Door-to-door service fee; 2. Maintenance fee; 3. Spare and accessory part expense Refer to ELLAI After Service Policy and ELLAI Price List of Spare and Accessory Parts
Damage caused by improper use that it cannot be used again No replacement None None
Others Old for new 1% depreciation cost Delivery expense + accessory part expense 0.1% of the sales volume*number of use days + delivery expense + accessory part expense

Warm prompt: replacement will be preferred in after service.

2.1 Return policy

2.1.1 Return and replacement time limit

Products can be returned within 15 days and can be replaced within 180 days after actual receipt of commodity;  

2.1.2 Return and replacement reasons

Commodity quality reason;

Consumer’s personal reason;

2.1.3 Handling process

In case of quality problem or personal reason, please return accessories, instruction book, invoice, purchase voucher, package and commodity together to our Company to handle return or replacement procedures;

III. Return and Replacement Flow

  • 3。1 Return and replacement flow chart

  • 3.2 Flow chart of return without reason

IV. Refund Policy

Payment Mode Refund Form Estimated Refund Period Remark
Payment in store Payment in cash Go to the payment store Return or replacement 1 working day  
Gift coupon Return or replacement 1 working day  
Deposit card (ICBC, ABC, BOC, etc) Return or replacement 1-2 working days Relevant stipulations of original issuing bank
Payment by check Return or replacement 1-3 working days  
POS terminal payment in shopping mall Personal credit card (ICBC, ABC, BOC, CCB, etc) Go to the payment store Return to original credit card 1-12 working days Based on relevant stipulations of original issuing bank
Payment by installment Installment payment service of credit card Go to the payment store 1. Return at one time; 2. Please consult the issuing bank for the return of installment handling charge 1-12 working days Relevant stipulations of original issuing bank
Company transfer     Return to original corporate account 1-3 working days  

Warm prompt:

4.1 The return period is only for reference;

4.2 Payment with OK card will not be accepted;

4.3 With respect to refunds involving bank card, our Company will follow refund policies of the issuing bank to safeguard customers’ personal information and account security and return to the original card in full amount;

4.4 Customers using company transfer or check shall contact with our customer service to confirm relevant corporate information before transfer. Please understand for the inconvenience;

4.5 Right protection application: 

If consumers are unsatisfied with the treatment and propose right protection application, a third party (315 consumer rights and interests) can intervene to assist the settlement。 We will actively cooperate with customers’ appeals and negotiate for settlement。 

V. Rejection of Return and Replacement

5.1 ELLAI products not sold by our authorized dealers;

5.2 Products beyond the ELLAI Product Warranty Period.

5.3 Commodity quality problem caused by unauthorized maintenance, misuse, collision, negligence, abuse, alteration and incorrect installation, as well as alternation of label, product serial number or anti-fake label;

5.4 Failure to provide commodity invoice, warranty card and other three-guarantee vouchers, or inconsistent or altered information on three-guarantee vouchers. 

VI. Product Warranty

  • NO

    Category 

    Warranty period 

    1

    Ceramic body 

    Lifetime 

    2

    Faucet

    5years 

    shower metal body

    5years 

    alve element and stainless steel water sink body 

    5years 
    3

    Plastic water tank

    3years 

     inlet valve

    3years 

    drainage valve

    3years 

    non-intelligent cover

    3years 

    sensor (domestic)

    3years 

    time delay valve (domestic valve and valve element)

    3years 

     floor filter (domestic)

    3years 

    drainer

    3years 

     braided hose

    3years 

    hardware

    3years 

    drainers

    3years 

     bathtub faucet and holder

    3years 

    shower screen

    3years 

    simple shower room

    3years 

    shower room unit (room frame, glass and handle)

    3years 
    4

    bathroom cabinet

    1years 

    commercial floor filter

    1years 

    commercial sensor

    1years 

    commercial time delay valve

    1years 

    intelligent all-in-one

    1years 

     intelligent cover electronic components

    1years 

    other items not mentioned

    1years 
    Note: our Company reserves the right to amend the warranty clause based on national laws and the latest warranty details shall be subject to interpretations of our official customer service.
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