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
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3.1 Return and replacement flow chart
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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
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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.
