This policy sets out the coverage and the procedure of Athentek Inc. (hereinafter called Athentek) standard Returns Policy. To assist you in the returns process, we have set out the Athentek Returns Policy which is broken into these sections:
Our customer service hour is from Monday to Friday 9am-6pm CST (UTC/GMT +8 hours). We will be in touch as soon as possible, typically within 24 hours of receipt
This policy only applies to products purchased on Athentek website.
|Saleable or faulty||Not saleable||Broken|
|No fee||US$25||No refund|
The Circo or Circo S and all components are in good condition and fit to be resold;
We determine the unit to be faulty.
|The Circo or Circo S and all components are provided with some wear and tear, not fit to be resold.||The Circo or Circo S is broken or lost.|
3.1 Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a return or exchange.
3.2. To return your product, you should mail your product to: 7F., No. 10, Ln. 360, Sec. 1, NeiHu Rd, NeiHu Dist, Taipei, Taiwan 114. If you purchased your Product from a retail store, you cannot return it there.
3.3. Returning an item that you ordered but no longer want is a change of mind. Due to the nature and cost of the Product, we do not provide returns for a change of mind after the initial seven-day period.
3.4. Returned Products must come with all components including the Circo or Circo S device, charging cable, reset pin and ideally the packaging.
3.5. All return requests must be approved by Athentek customer support before they are returned (as per the Returns Process below).
3.6. Circo or Circo S applies to positioning technology complying with modern standard, and Athentek does not warrant that positioning is accurate. (For example, the GPS error sources, signal transmission errors, the error of receiving device, Customer moving to high place, trees shielding the positioning, or high voltage electrical tower and etc.)
Please follow the below steps to ensure a smooth experience with your product return.
4.1. Email Athentek customer service at firstname.lastname@example.org with the full description of the issue/s that you are experiencing and allow us the opportunity to resolve your issue/s through our support process.
4.2. If your issue/s cannot be resolved and you would like a replacement product, please email Athentek customer support requesting a Product Replacement and provide your order number, name, contact number, quantity and the reason for replacement.
4.3. Athentek customer support will contact you by email to confirm if your request has been approved or rejected. Athentek may need to contact you by phone to obtain details required to process your request.
4.4. If you are sending a Product back to us, we recommend sending it back by registered post with a tracking number. Products returned to us are sent at your own cost and risk. All products being returned should match the conditions outlined in the Returns Policy (above) and please include all supplied packaging with the Product/s being returned.
4.5. Once Athentek receives the Product and verifies the issue/s you described, Athentek will:
(a) If Athentek deems the product to be faulty, the product will be replaced. The shipping and handling charges for the replacement Product sent to you will be covered by Athentek. Once you receive the replacement product the original product will be deactivated. All the data are non-transferable, once the product is deactivated you will lose all the data associated with the product.
(b) If Athentek deems the product not to be faulty, we will attempt to resolve the issue/s and the Product will be returned to you and the shipping and handling charges for the replacement Product sent to you will be covered by Athentek.
4.6. If a refund is to be paid back to you and you purchased your Product directly from the Athentek website, it will be processed as a refund on the credit card or account which was used to purchase your Circo or Circo S. The refund amount will be based on the advertised price that you paid for the faulty Product at the time of purchase, not including transaction fees, exchange fees or any other costs.
4.7. Athentek will endeavor to complete the verification process and the actions set out above within 5 business days of the receipt of the returned products. If you fail to obtain written authorization from Athentek to return a product prior to sending it back, Athentek may not process your request. The Product will be returned to you and the freight and handling charges (to you) will be covered by Athentek.
4.8. Please note that returns will only be accepted if the request meets all necessary criteria as requested and disclosed to Athentek customer service and complies with our Returns Policy (above).
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