I. General Provisions
Thank you for choosing our vein recognition products. Please read this policy carefully before placing your order. Since the vein recognition devices sold by our store typically require extensive secondary development and integration with your systems, falling under the category of customized services, all sales are final. We do not offer returns, exchanges, or refunds without cause, except in the limited circumstances outlined below.
II. Non-Returnable Situations
Given the product's unique nature, we cannot accept returns or refunds under the following circumstances:
Custom Development Reasons: You have initiated or requested secondary development, SDK integration, technical interfacing, or similar services for the product.
Software License Activation: The accompanying Software Development Kit (SDK), software license, or management backend has been activated, used, or integrated into your testing/production environment.
Product Compatibility Issues: You failed to thoroughly review the product's technical specifications before ordering, resulting in incompatibility with your existing systems or intended environment. We strongly recommend contacting our technical team for compatibility verification prior to purchase.
Change of Mind: You have simply changed your mind or found a cheaper, more suitable alternative product.
Minor Appearance Differences: Slight, reasonable variations in color or visual appearance between the actual product and website images due to lighting conditions during photography, monitor settings, etc.
Unsealed Hardware Products: For safety and hygiene reasons, all unsealed hardware devices (e.g., vein scanners, sensors) are generally non-returnable.
III. Limited Exceptions (Acceptable Returns/Exchanges)
We offer limited return or exchange services strictly adhering to the following conditions:
Damage During Transit: Physical damage to the product caused during shipping is evident upon delivery. You must contact us within 48 hours of receipt with clear photos or videos showing the damaged areas. Failure to do so will be deemed as the product arriving undamaged.
Manufacturer Defect: Non-user-induced performance failure occurring within 7 calendar days of receipt, provided the product has not undergone any software activation, integration development, or hardware usage. Upon verification by our technicians, we will replace it with a brand-new unit of the same model. Refunds are generally not provided.
Wrong Shipment: We mistakenly shipped a product that does not match the model or specifications of your order.
For the above exceptions, please note:
You must provide clear video/photo evidence.
All returns require prior authorization from us. Contact customer service at zlf@simbatec.cn to obtain a Return Merchandise Authorization (RMA) number. Unauthorized returns will not be processed.
Returned items must be in their original condition, including all original packaging, accessories, manuals, warranty cards, etc.
Return shipping costs will be covered by us (if due to our error) or by you (if the exchange is requested for your reason).
IV. Custom Development Services
For services related to product customization, technical consultation, integration support, etc., once commenced and provided (e.g., our technical personnel have invested working hours), the fees for such services are non-refundable.
V. Warranty Policy
All hardware products are covered by a 12-month manufacturer's limited warranty from the date of purchase. The warranty covers defects in original materials and workmanship. For specific terms, please refer to the [Product Warranty Certificate] included with your product.
VI. Contact Us
If you have any questions about our return policy or need to request a return under the exceptions outlined above, please contact us via:
Customer Service Email: zlf@simbatec.cn
Customer Service Hotline: +86 755 28191976 (International) | 0755-28191976 (Domestic)
Business Hours: Monday to Friday, 9:00 AM - 6:00 PM (Beijing Time)
