Shop.fiil.com always try our best to make sure that your shopping experience is enjoyable. Your satisfaction is of utmost importance to us. Should you need to return or exchange an item, please check the all terms below to determine if any special conditions may apply. Our current service might not be perfect for all customers, but we are always trying to optimize and improve in order to reach your expectations.
Frequently Asked Questions
What are the conditions for return?
You may return most new, unopened items sold and fulfilled by shop.fiil.com within 14 days since receipt of it.
How do FREE Returns work?
Unfortunately, we are unable to provide the FREE Return service. You can return the item for any reason in new and unused condition for up to 14 days since receipt of it and you are responsible for the return shipping fees. Full refunds will be issued after we received the product and check it with no problem. Please help us to check the steps of returns.
When will I get my refund?
Most refunds are fully refunded in 3-5 business days after we receive and process your return if the products are in new and unused condition. Learn more about Refunds and check the steps of it.
Does Shop.fiil.com offer replacements and exchanges?
We do not provide replacements because some parts need to be reset to be compatible with other parts at factory, if you received a damaged or defective item, please contact us first. We are unable to provide the FREE Return service, please help us to send the defective product back to us. Follow the steps on Receipt Instruction.
Does Shop.fiil.com offer warranty to customers?
Yes, Shop.fiil.com offers a 1-year warranty for our customers if the product is regular-priced and has been purchased from Shop.fiil.com. Please follow the steps on Warranty
Products in the clearance sale may come with a shorter warranty. Please kindly refer to the product information page.
Get product support
We provide solutions to fix problems with your purchased products, as some problems can be solved without returning the product, please email us firstname.lastname@example.org
- Get answers from our customer service team
- Get answers straight from the manufacturer
- If the item you purchased from any unauthorized selling channels, this item will be deemed non-returnable to us and non-refundable, and no warranty service, you only can contact the seller to get support of after-sale service from where you purchased. (We strongly recommended all our customer contact us to get the information on authorized selling channels before making order)
- If you receive a damaged, defective, or broken item not eligible for product support, go to Receipt Instruction.
Shop.fiil.com doesn't accept returns in the following situations:
- The brand new, unopened and unused products more than 14 days after delivery
- No RMA numbers
- RMA number was invalid
- No any RMA numbers were provided inside the return package
- The SN number is missing or not clear from the product
- Visible damage of outer package or product sharply
- The wrong product was returned to us
- The product was returned to us with no or missing accessories or parts
- Any return products, accessories and packing come with the traces of artificial damages
- No tracking information provided by Buyer over 14 days since RMA number provided by us
- All returns must be pre-authorized by Customer Service Representatives. Please contact us to get the RMA number that will be invalid after 14 calendar days since we provided (including providing day), the return request will be cancelled and cannot be re-activated.
- Products must be returned in original condition with undamaged seal pack within 14 days from the date of receiving and all accessories and gifts (if applicable) must be in original condition. Orders will not be accepted for return and refund if not in original condition, or item was received over 14 days with original condition.
- A proper technical inspection is a must for all returns. fiil.comhas the right to judge what kind the problem of the returning product has.
- All packaging materials, instruction manuals and parts must be returned.
- Please allow us to say fiil.com only accept cross-border returns, for the most cross-border returns, you are responsible to return the product with all accessories to our technical Centre in China at your expenses; we accept the product to reach us within 25 calendar days since you provided tracking number to us.
- Please be noted customer is responsible for all cost of the return, as well as export duties and/or taxes (if applicable)
- All refunds will be issued to the original method of payment. In many circumstances when the original method of payment is no longer available to receive refunds, proper proof and documentation are needed. It's at our discretion if alternative method of payment is acceptable in issuing the refund.
Return due to shipping damages
We always try our best to make sure our products are received by customers in good condition, and due to many of uncontrollable factors existing during the delivery, hence our customers are kindly expected to inspect the product upon delivery.
There will be a 15% re-stocking fees from order amount in case of you decline a product it is in good and sellable condition, hence, please help us to do your best judgments.
If you received your order that it is damaged by shipment and cannot be used, clear photos and video of the damages (packing and product) and the procedure of the packing to be opened are must to be sent to us via email, all information that they are very important to us to ask a compensation from the carrier. Refund of order might be influenced in case of the customer was unable to provide the clear photos and information in need because we are unable to judge the case.
Please help us be aware that all cancelling request of order must be made within 12 hours since order to be made via email, there is no cancellation charge in normal case, however, the cancelling request made after 12 hours since order to be made which it will be subjected to 15% cancellation fee. Cancellation cannot be accepted for order shipped already.
Step 1: To get RMA number by sending a return request email to email@example.com, the content must be including an explanation and photographs documenting the reason for the return. Returns will not be accepted without prior approval from Customer Service.
Step 2: RMA number and return shipping address will be given Once Customer Service has approved your request. In order to help us to reduce the processing time, please print the RMA number, name of purchasing online platform (e.g., Amazon, AliExpress) and order number on B5 paper. Please secure it must be put into the outer box, then send it back to us.
Step 3: Please send the item out within 14 calendar days after the RMA number is provided (including providing day) by our customer service team, the valid tracking number and name of shipping service provider must be sent to us via email simultaneously. The RMA number will be invalid after 14 days since the providing day.
Step 4: Once the item is received by us, it takes 4-5 Chinese business days for technical inspection, 2 business days for the refund to be processed and 3-5 business days for the refund amount to show up in your account. We do full refund for all quality issue of the product (not including the return shipping fees). The order will be non-refundable if the item we received is in unacceptable condition (damaged, broken item or any parts).