Return And Refund Policy

GFF® provides returns and refunds for defective products only. We will make every effort to resolve the issue for you and may repair, replace, refund or partially refund the product. Final resolution for special defective products, including refunds of product cost and / or shipping charges, will be determined on a case-by-case basis based on the cause of the failure and at GFF’s sole discretion.


Warranty


All our products come with a 2 years warranty when used properly. This warranty does not affect your legal rights in accordance with the laws and provisions of your country or region. The terms specified in this warranty should be executed to the extent permitted by the laws of your country or region. When the warranty period of this policy is not sufficient to cover the scope of the law in your country or region, your local policy regulations shall prevail.


To be eligible for Return & Exchange, all the following return conditions must be met:


  • Return requests must be initiated within 14 natural days of receipt of the product

  • Returned products must be in good physical condition (original labels / packaging not torn, no physical damage. It can include a slightly used product or the available products that have been opened)

  • All accessories originally included with your purchase must be included in your return

  • Freebies must be in new condition, not used, not torn

  • We do not accept returns and exchanges that are sent directly back without you contacting us

  • For all orders rejected at the carrier level and returned to us, a 30% restocking fee will be deducted from the refund

  • Non-quality issues cannot be exchanged


Items that do not meet these conditions will not be considered a return.

Note that we do not accept returns or exchanges for the following non-quality issues:


  • Returns due to unsatisfactory style, color and personal preference do not constitute a quality issue

  • Damage is caused by uncontrollable external events (fire, flood, strong wind or thunderstorm).

  • Failure or damage is caused by improper use, maintenance, or storage, such as: 

    · improper handling;

    · Use the product for illegal purposes;

    · improper plugging or unplugging of external devices;

    · drops or improper external crash;

    · exposure to improper temperatures, solvents, acids, alkalis, water intrusion, etc;

    · infestation of insects and rodents or intrusion of foreign objects resulting in the breakage, dust, damage of the product or parts (such as housing, components, wiring, etc.), etc.



Return procedure:


  1. Please contact us in advance at info@gff-ai.com to let us know what item you are exchanging / returning and why, with a clear and short video and photo of the item. Please note that for diagnostic and quality purposes, we require video and photos, and if you are unable to provide both video and photos of the problem, our ability to correct your problem will be limited. Once we have received all required information, we will inform you to try to resolve the issue.

  2. According to the contents of this return policy or by contacting our customer service for replacement / return instructions, defective items must be mailed back to us for inspection within 7 days of our agreement to return.

  3. The exchanged new item will be shipped to you within 3–5 days of receipt of your returned item.

  4. If a full or partial refund has been agreed, GFF® will notify you when the refund will be received.


Return and exchange responsibility:


You will be responsible for paying shipping costs for the returned items and returning the package to our return address provided below, shipping costs are non-refundable. You do not have to bear the handling fee for returns.


Please provide us the tracking number after sending the return package, you can choose any shipping method you like. You are 100% responsible for the return until we receive the return package and find it eligible for return.


If you have any questions, you can contact us at any time by email info@gff-ai.com.


We will process refunds within 1-3 business days of receipt of the return, normally you will receive your refund within 1–3 days.


Damaged in transit


We recommend that you open your package the first time it is delivered. In the unlikely event that your product is damaged in transit, GFF® will ensure a solution.

Damage must be reported within 14 days of delivery of your portable TV to be eligible for replacement. Reported damage or malfunctions after this period will be subject to our general return and refund policy and will not be covered under warranty.

If you believe your item was damaged in transit, and you are within the 14-day claim period, please email info@gff-ai.com with all the following information:


  • Clear photos and videos of damaged items

  • A clear photo of the box and any damage to the outer box

  • A clear photo of the shipping label on the box


Lost, miss and stolen


We use well-known and high-quality courier service providers. After the delivery process starts, you can track the shipping status in real time on 17track.net with the tracking number given by our delivery reminder. If you find any accident during transportation, please contact us in time, GFF® will make sure to track the package for you.


Please note that we are not responsible for lost, lost or stolen packages marked as “delivered” by the shipping service.