Legal
Refund & Return Policy
Effective Date: January 1, 2025 | Last Updated: May 2026
At Elite XTech, we stand behind every product we manufacture. Our refund and return policy is designed to be fair and transparent for both our retail and wholesale customers. Please read this policy carefully before placing your order.
1. General Overview
All Elite XTech products are manufactured to order in our Guangzhou factory and undergo a rigorous 3-stage quality inspection process before shipment. Because of the custom nature of LED displays, our refund and return policy differs from standard retail products.
We operate a 30-day return window from the confirmed date of delivery for defective products. Standard (non-defective) returns are subject to a restocking fee and must be agreed upon in writing before any goods are returned.
2. Eligible Reasons for Return or Refund
We accept returns and process refunds in the following circumstances:
- Dead-on-Arrival (DOA): Products that are non-functional upon first use, with no sign of physical damage caused during delivery.
- Manufacturing Defects: Hardware failures caused by production faults within 12 months of delivery (covered under warranty).
- Incorrect Product Shipped: If you receive a product that differs from your confirmed purchase order (wrong pixel pitch, wrong cabinet size, wrong colour temperature, etc.).
- Significant Transit Damage: Visible damage to the product caused during shipping, provided the damage is documented with photographs at the time of delivery and reported to us within 48 hours.
- Order Cancellation Before Production: Orders cancelled within 24 hours of placement and before production has commenced are eligible for a full refund minus any payment processing fees.
3. Non-Eligible Returns
We are unable to accept returns or process refunds for:
- Products that have been used, installed, or powered on and are not defective.
- Custom or bespoke products manufactured to your specific dimensions, pixel pitch, or cabinet specifications.
- Damage caused by incorrect installation, water ingress due to improper sealing, voltage mismatch, or physical impact after delivery.
- Normal wear and tear, or issues caused by use outside the product's rated environmental specifications.
- Orders where the buyer has changed their mind after production has commenced.
- Products returned without prior written authorisation (Return Merchandise Authorisation / RMA number).
4. How to Initiate a Return or Refund Claim
To begin the return or refund process, please follow these steps:
- Step 1 – Contact Us: Email info@elite-xtech.com or message us on WhatsApp (+852 9845 7546) within 30 days of delivery.
- Step 2 – Provide Evidence: Send clear photographs or a short video clearly showing the defect or damage, along with your order number and invoice.
- Step 3 – RMA Approval: Our quality team will review your claim within 3 business days and issue a Return Merchandise Authorisation (RMA) number if the claim is approved.
- Step 4 – Return Shipment: Ship the product back to our Guangzhou facility using tracked and insured shipping. We cover return shipping costs for confirmed manufacturing defects; all other returns are at the buyer's expense.
- Step 5 – Inspection & Resolution: Once received, our team will inspect the returned goods within 5–7 business days. We will then offer a replacement, repair, store credit, or refund as appropriate.
5. Warranty Coverage
All Elite XTech LED products include the following standard warranty periods:
- Indoor LED Displays: 2 years from date of delivery.
- Outdoor LED Displays: 3 years from date of delivery (waterproofing guaranteed for 1 year).
- Rental LED Cabinets: 2 years from date of delivery.
- LED Controller Cards & Power Supplies: 1 year from date of delivery.
- Spare Parts & Accessories: 6 months from date of delivery.
Warranty claims are handled by our technical team. In most cases, we will first attempt remote diagnosis and may send replacement parts directly to you before requiring full product return.
6. Refund Processing Time
Once a refund has been approved and all conditions met:
- Bank Wire / T/T Refunds: Processed within 5–10 business days.
- Cryptocurrency Refunds (USDT, BTC, ETH, SOL): Processed within 1–3 business days. Refunds are issued at the exchange rate at the time of the original transaction.
- Store Credit: Applied immediately upon approval and valid for 12 months.
7. Dispute Resolution
We aim to resolve all disputes quickly and fairly. If you are not satisfied with our initial response to your claim, you may escalate your case by emailing our senior management team directly at info@elite-xtech.com with the subject line "DISPUTE – [Your Order Number]".
All disputes are governed by the laws of the People's Republic of China (Guangdong Province), and we agree to attempt mediation before any formal legal proceedings.
8. Contact Us
For any questions about this policy:
