This Policy sets out how customers may request a cancellation, return, exchange or refund for products purchased through mxmediaent.com. It separates voluntary change-of-mind returns from remedies relating to faulty, damaged, incorrect, misdescribed or undelivered products.
Email order@mxmediaent.com and include your order number, the relevant product, the reason for the request and any supporting photographs where available. Do not return an item until we have approved the return and provided the correct return address and instructions. Items sent without prior approval, to a company office, or to an address not specifically provided for that return may be delayed or refused where permitted by law.
Permission to send an item back does not constitute final acceptance of its condition. Returned products are inspected before we confirm the appropriate remedy.
You may ask to cancel an order before it is dispatched. If we are able to stop processing in time, we will cancel the order and issue a refund. Once picking, packing or dispatch has started, cancellation may no longer be possible and the return provisions below will apply.
You must send your return request by email within 21 days after confirmed delivery. To qualify, the product must be unused, complete, undamaged and suitable for resale, together with all original accessories, manuals, labels, packaging and promotional items. Opening the packaging does not automatically disqualify a return, provided the product continues to meet these conditions.
Eligibility may depend on the category and condition of the product. We will not unreasonably refuse a qualifying request. Any mandatory cancellation or return rights available under applicable law continue to apply where they offer greater protection than this voluntary policy.
Unless the product is faulty or legally returnable, the following items are excluded from change-of-mind returns once opened, activated or used: in-ear headphones and other sealed hygiene-sensitive products; software, digital licences or activation codes; opened batteries or consumable items; and storage devices or equipment containing customer data that has not been securely erased or unlocked.
Products made or customised for the customer, products substantially changed after delivery, and items returned without essential parts may also be excluded. This section does not limit remedies relating to defects, misdescription, unsafe products, incorrect items or any other applicable breach.
For a voluntary change-of-mind return, you are responsible for arranging and paying for tracked and appropriately insured return shipping. Original shipping charges are not refundable unless applicable law provides otherwise.
For a product that is damaged, defective, incorrect or misdescribed, contact us before sending it back. The customer will normally arrange return shipping unless we agree to another arrangement by email. Where applicable law requires us to cover reasonable return costs, we may provide a return label, arrange collection, or reimburse an agreed reasonable expense. Do not use an unusually costly shipping service without obtaining written approval first.
Package the product securely using suitable protective materials. Follow any special requirements relating to lithium batteries, damaged batteries or dangerous goods. Retain the tracking receipt. For voluntary returns, you remain responsible for avoidable loss or damage until the parcel reaches the authorised return location, to the extent allowed by law.
Before returning an Android device, DVR, camera, storage device or other connected product, back up any information you wish to keep, erase personal data, remove passwords and linked accounts, disable activation locks, and remove SIM cards and memory cards. We may not be able to process a device that remains locked. Except where the law requires otherwise, we are not responsible for personal data or removable media left on a returned item.
We may inspect and test returned products. For an eligible change-of-mind return, we will refund the qualifying product price. We do not apply a restocking or inspection charge. A deduction may only be made where allowed by law and reasonably justified by damage, use beyond what is necessary for reasonable inspection, or missing components.
Where a product is faulty, damaged, unsafe, misdescribed or incorrect, the appropriate legal remedy may include repair, replacement, a price reduction or refund. We will only choose between available remedies where applicable law permits us to do so and will not limit any mandatory consumer remedy.
Once an approved return has been received and inspected, we will process the refund within 7 working days. Refunds will normally be returned to the original Alipay payment source. The payment provider or bank may require additional time before the credit appears in the customer’s account.
For change-of-mind returns, the refund covers the eligible product price only. Original delivery charges are non-refundable unless applicable law states otherwise. Where the refund results from our error or a defect qualifying for a legal remedy, we will include any additional amounts required by applicable law.
Email order@mxmediaent.com within 48 hours of delivery, or within 48 hours of the carrier’s delivery notification, if a parcel arrives visibly damaged, contains missing or incorrect items, or is marked as delivered but has not been received. Provide relevant photographs, packaging details and any carrier information reasonably available. Prompt notice helps us investigate the issue but does not remove any legal right that cannot lawfully be waived.
We may request reasonable supporting information, including proof of purchase, product serial numbers, identity verification, payment ownership, photographs or diagnostic details. We may reject fraudulent or abusive claims and may report suspected fraud where appropriate. Verification procedures will not be used to unfairly delay or block a legitimate consumer remedy.
Send all cancellation, return and refund requests to order@mxmediaent.com. Include your order number in the email subject line.
Effective Date: 1 January 2027
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