Exchange Policy

Thank you for choosing Wanbo products. To ensure a smooth shopping experience, we provide the following detailed exchange policy. Please carefully read the terms below to understand the conditions and process for exchanges.

1. Exchange Service Scope

We offer the following types of exchange services:

• Defective Product Exchange: If the product you received has quality issues, you can request an exchange with us.
• A Product Exchange for B Product (with price difference): If you wish to exchange your purchased A product for a higher-priced or different model B product, you need to pay the difference between the prices of the two products.

Exchanges are only applicable to products purchased through Wanbo.cn, and must comply with the following terms.

2. Exchange Conditions

Defective Product Exchange

If the product has quality issues (such as failure to power on, screen display issues, unresponsive buttons, etc.) upon receiving it, you may contact our after-sales team within 7 days of receiving the product to request an exchange.

• Exchange requests must include photos or videos of the defective product, a description of the issue, and proof of purchase (order number and link to the store where it was purchased).
• If the product qualifies for exchange, Wanbo will provide a free exchange service and cover the shipping costs for the return and replacement.
• Note: Due to regional issues, customers may need to initially cover the return shipping costs. Once the return shipping payment is completed, please provide the shipping tracking number and receipt to our customer service. We will reimburse the return shipping costs within 5 business days of receiving the receipt. After receiving the returned or exchanged product, we will arrange for a full refund within 7 business days. (For returns, the promotional items must be returned, but for exchanges, the promotional items can be kept.)

3.  A Product Exchange for B Product (with price difference)

- If you wish to exchange your purchased A product (e.g., X5 Pro) for a higher-priced B product (e.g., Mozart 1 Pro), and there is a price difference between the two products, you need to pay the difference.

- If the price of the B product is higher than the A product, you need to pay the difference. If the price of the B product is lower than the A product, we will refund the difference.

- For example, if you purchased the A product for $309 and the B product is priced at $369, you will need to pay a difference of $60. If the A product was purchased for $369 and the B product is priced at $309, you can contact our customer service to request a refund for the difference. Return and exchange shipping costs will be adjusted based on actual conditions.

4. Exchange Request Time

Regardless of whether it is a defective exchange or an A product exchange for a B product, exchange requests must be submitted within 7 days of receiving the product. We will not be able to process exchanges after this time.

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5. Exchange Process

If your product meets the exchange conditions, please follow the steps below:

1）. Submit Exchange Request

- The exchange request should include proof of purchase (order number), a description of the product issue, and photos/videos of the defective or damaged parts.

2）. Confirm Exchange Eligibility

- Upon receiving your exchange request, we will review it and confirm if the product qualifies for exchange. If it meets the conditions, we will proceed with the exchange.

- Due to varying logistics policies in different regions, exchanges in some countries may involve additional steps. Please choose the solution we provide first, and we will offer compensation for any inconvenience.

3）. Return the Original Product

- Once confirmed, you will need to return the original product to us. Please ensure the product is in its original condition and keep all packaging and accessories (such as charging cables, remote control, etc.).

- Return shipping costs will be borne by the customer. Please note: due to regional shipping policies, customers need to initially cover the return shipping costs. Once the return shipping is completed, please provide the shipping tracking number and receipt to us. We will reimburse the return shipping costs within 5 business days of receiving the receipt, and arrange for a refund or exchange within 7 business days after receiving the returned product.

4）. Pay Price Difference (for A Product Exchange to B Product)

- If you are exchanging an A product for a B product and there is a price difference, please pay the price difference once the amount has been confirmed.

- Once we receive the difference payment, we will arrange the shipment of the new product.

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6. Shipping of Exchange Product

- Once we receive the returned product and confirm that it meets the exchange conditions, we will ship the replacement product within 7 business days.

- Shipping costs for the replacement product will be covered by Wanbo, according to the exchange responsibility policy.

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7. Situations Where Exchange is Not Applicable

The following situations are not eligible for exchange:

- Exceeded Exchange Time Limit: Exchange requests submitted after 7 days of receiving the product.

- Non-Quality Issues: Requests for returns or exchanges due to personal reasons (such as dislike, incorrect purchase, etc.). Please ensure that you check product specifications before placing an order.

- User Damage: If the product is damaged due to user misuse, physical damage, water damage, or external impact (e.g., cracked screen, water damage, scratches, etc.).

- Product Has Been Opened or Used: If the product has been used or is no longer in its original packaging, it may affect the exchange request.

- Promotional Items or Accessories: Promotional items or accessories (such as charging cables, plugs, remotes, etc.) are not eligible for exchange.

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8. Costs Responsibility

- Shipping Fees: For defective product exchanges, Wanbo will cover both the return and replacement shipping costs. If exchanging an A product for a B product with a price difference, the price difference must be paid by the customer, and the return shipping will be covered by the customer.

- Price Difference: If the customer requests to exchange for a more expensive product, the customer is responsible for paying the price difference between the two products.

- Returns: If the product is returned due to personal reasons (e.g., dislike, incorrect purchase), the customer will bear the return shipping costs. Our store reserves the right to refuse returns or exchanges in such cases.

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9. Warranty After Exchange

- The exchanged product will have the same warranty period as the original product, which starts from the original purchase date.

- The warranty period for the exchanged product will cover all the services available to the original product and will not be extended or reset.

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Notes

- All exchange services are only available for products purchased through Wanbo.cn. If the product was not purchased through Wanbo.cn, we cannot provide an exchange. Please contact the store where the product was purchased for assistance.

- If the exchanged product is a limited edition or a promotional item, and stock is unavailable, the exchange may be restricted. Please contact customer service to confirm the specific situation.

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Contact Us

- Exchange Request/Customer Service: service@wanbo.cn

- After-Sales/Technical Support: support@wanbo.cn

- Escalation of Issues: info@wanbo.cn

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