PENTCAI Return & Refund Policy

Effective Date: 2025-05-28
Covered Products: 3C Electronics, Office Devices, Inkjet Printers & Computer Peripherals

1. Return Eligibility

You may return items within 7 days of delivery if:

• Product is unused, in original packaging with all accessories (manuals, cables, etc.)

• Original invoice and security seals are intact

• Exclusions:
  ⚠️ Software licenses & digital downloads (non-returnable)
  ⚠️ Opened ink/toner cartridges (hygiene reasons)
  ⚠️ Custom-configured devices (e.g., upgraded RAM/SSD)

2. Return Process

Step 1: Request Authorization

Contact service@pentcai.com with:

• Order number

• Product SKU and reason for return

• Photos/video of defect (if applicable)

Step 2: Ship the Product

After receiving a Return Authorization (RA) Number:

• Securely package items (use original box if possible)

• Include RA number on the package

• Ship to: Room 162, Building 13, Hanzheng Street Industrial Zone, Qiaokou , Wuhan, China 

⚠️ Return Shipping Costs:

• Free returns for defective/wrong items shipped by PENTCAI

• Customer-paid for change of mind (recommend tracked shipping)

3. Refund Rules

⚠️ *Restocking fee applies to non-defective opened electronics (e.g., printers tested once).

Refund Timeline:

• Refunds processed within 5 business days after receiving & inspecting returns

• Payment method refunds: 3-10 business days (varies by bank)

4. Non-Returnable Situations

We cannot accept returns if:

• Physical damage caused by customer (dents, liquid exposure, etc.)

• Products modified/tampered with (e.g., removed serial labels)

• Missing UPC codes or manufacturer warranty seals

5. Warranty Claims

For products under manufacturer warranty:

• Contact PENTCAI Support for RMA instructions

6. Exchange Policy

Exchanges for identical items are subject to:

• Availability of replacement stock

• Customer covers reshipping costs

• Faster alternative: Refund repurchase

7. International Returns

For cross-border orders:

• Duties/taxes are non-refundable

• Returns shipped to non-origin countries may incur customs fees

8. How to Contact Us

Email: service@pentcai.com
Phone: +86-18807186270
Hours: Mon-Fri 9:00 AM - 6:00 PM [Bei Jing Time]