Notice

⚠️Please note that all policy page on the site only applies to items purchased from our store: https://www.lilygo.cc.

To avoid unnecessary disputes, the LILYGO team provides you with the following information. If you have other questions that we have not mentioned, please contact us, we are happy to answer for you.

Introduction

 Thank you for your support. We will try our best to provide you with high-quality service.

Please rest assured that we will carry out quality inspection of products again before shipment to ensure normal operation, since our products are programmable development boards, customers can carry out secondary development, so many problems cannot be generalized with one solution, these after-sales policies can be divided into following situations, we will check and solve them according to the problems fed back by customers.
(Please note that the following policy only applies to items purchased from our store: https://www.lilygo.cc.

For questions about product return and replacement if you purchased it from other stores, please contact the corresponding store .)
Relevant technical or usage issues can be discussed on our GitHub or Community.
Support Email: sales@lilygo.cc
Commended User Our products are only Commended for People with a programming foundation [engineers/ students/ makers, etc..]
Sample first Because everyone's project is different

we can only provide a simple example code for reference, but we can't guarantee how your program is and what you develop.

We suggest that you could take samples before buying in bulk.[2 or 3 samples at least will be better, in this way you can test them randomly to ensure that the product meets your needs .]

Please make sure that the product is what you need and the version is selected correctly for the order before confirming the payment.

Any unclear, please feel free to contact us before ordering.

 

You may encounter these situations

Cancellation If you want to cancel your order for some reason, you have to contact us within 5 hours after placing an order, please provide your order number and state the reason, so the warehouse can hold the fulfillment process and be able to refund you before the parcel is shipped. Otherwise, we will not be able to accept the cancellation of your order.

Tracking 		If you find that the tracking information has not been updated for a long time:

  • It may be stranded at the local customs [it arrives at the local post office], you need to provide some information for customs clearance[pick it up].

  • It is recommended to check your email/ phone call/ message whether you have received relevant reminders so as to handle them in time.

Or contact us, and we will check and provide you with solutions.
Type A: If it shows that it is delivered, but you do not receive the package:

You could try to find it outside the door [in the mailbox] or ask your family/ friends whether they have received it.

Type B: If still not received:

confirm your order address again, and check with the local logistics provider [post office] to who they gave the package, when, and where.

Ask them to issue proof that you have not received the package[Doc. any format is OK] then send pictures to us.

We will check with our logistics provider and apply for compensation for you.

Receiving 		When receive, check the package and the appearance of the product to see whether it is damaged during transportation first. [Test and inspect it in time. ]

Take photos of the logistics number label/ package and the damage to the product as proof to us, we will check accordingly and find a solution to solve it for you.

[It is recommended to record an unpacking video after receiving the package and keep the bags/ boxes first, you still can take photos to check the problem when it is needed.]
Wrong version :

Type A: Usually, we ship products according to the order. [Please check the version of your order again]

Type B: Wrong packed from the warehouse. [Please send us clear pictures of the bar code label of the protection box and the product .]

Type C: It should be the logistics provider who confuses the package, [please check and send us the pictures of the product and package label, there will be also another label on the bottom.]

We will check and solve it for you

Damage problem [Violent transportation or production problems / Submit the proof with pictures and texts]

Kind Tips

  • Products with displays should be handled with care
  • Don't touch the components too much with your hands to prevent the product from being damaged by electrostatic friction

Testing 		Type A: Example code

A.A: If you can't make the product work normally by using our sample code, you can send us the screenshot of the error reporting information or a detailed operation process video and send it to us, our engineer will check whether there are improper steps, and then you can try again according to our method.

A.B: If it is a product defect, we will make a judgment according to the actual situation, provide suggestions for you, and then solve it properly for you according to your needs.[replace/return/refund]

Type B: If you are unable to work because use your own test program, you need to check whether your program/our product is compatible or supports the project.
Instructions

A : [Differences in product usage]: Different types of MCU have different usage methods, which we will explain on listing or GitHub

B : [Product identification problems]: Whether USB cable has data transmission function/Computer interface/Whether the drive is installed/Whether the product interface is connected firmly...

Return & Refund

Introduction If you're not completely satisfied with your purchase, just contact us at the email addresses above to return or exchange eligible items, but please keep the following in mind during the return process:

Returns must be applied for within 7 days of your receiving order.

The product must be returned in its original condition.

Products with scratches or other damage will not be returned.

If the return is caused by the consumer, the consumer will bear the freight. The specific cost should depend on the Courier company consumers choose.

If the return is due to our mistakes (such as damaged or incorrect goods received by the consumer), the consumer does not have to bear the shipping cost. (The return shipping cost will be refunded based on a valid return receipt)
I don't need it anymore If for any reason the customer decides that the item is no longer needed (not the seller's fault).

Your refund will be reduced by a restocking charge equal to 15% of the total purchase cost.

  • Returns must be applied for within 7 days of your receiving order.
  • The product must be returned in its original condition.
  • Products with scratches or other damage will not be returned.

    the consumer will bear the freight. The specific cost should depend on the Courier company consumers choose.

    We'll notify you via e-mail or message of your refund once we've received and processed the returned item.

    You could expect a refund in the same form of payment originally used for purchase within 7 to 14 business days of our receiving your package.

    It may take some time for the bank to process the refund. If you haven’t received a refund for a while, check your bank account again, and contact the credit card company or the bank for further check.
    Product problems For details, please see [Situation - Testing]

    We will communicate with you whether you need to return the product according to the actual situation