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Refund policy

GUARANTEES & RETURN POLICY

7 Days Product Guarantee
If one or more of the items you received are damaged, different, or not working, you will be protected by this Guarantee. Please contact us for Return Material Authorization within 7 days of the order being received. After returning the product to the address provided by our customer service team, we can send you a new item free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund.
15 Days No Reason Return
If you are not satisfied with your purchase and the product is still in brand new condition, we can arrange a partial refund, you will be responsible for paying the return shipping fees.
Please note that Ginkgoem will not accept returns with product modifications as it voids our warranty policy. Any modified products received will be returned to you at your expense.
Please be prepared with your invoice or the following information:
Order number
Proof of purchase
Video or photo of the faulty product (if applicable)
Mailing address
Contact telephone number
Please carefully follow our warranty process to minimize any delays:
1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product code (SN number).
2. Tell us what steps you have already taken to resolve the issue.
3. Provide the item code indicated on the outer packaging.
4. Send a clear photo or video showing the defect(s); these should be taken under good lighting.