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Terms and conditions

Intended use

The products made available though this shop are intended for research and development in laboratory settings. The products should not be considered consumer goods, toys or hobby equipment.

Orders

Please note that you might not be able to cancel or change orders once they are placed, so make sure you have have collected the correct items before checking out. Orders paced before 05:30AM HKT will normally be handled and shipped the same day.

Shipping

All goods ordered though this shop will be shipped from Hong Kong (see below). There are several shipping options available, both uninsured and insured. Once and order has been placed it's not possible to change the shipping options. Please note that we cannot be held responsible for damage, loss or stolen packages for uninsured shipments! Uninsured shipment options can only be used for orders below 200 USD.

Insured shipments

  • DHL Express Worldwide
  • Hongkong Post Speedpost

Uninsured shipments

  • Hongkong Post Int'l Registered Mail
  • Hongkong Post Int'l Air Parcel

Please note that since some of our products include Li-Po batteries, orders containing these products needs special care. Due to this fact we can only offer to ship orders containing Li-Po batteries using DHL Express Worldwide.

Import and duty

All goods ordered though this shop will be shipped from Hong Kong. You are responsible for any VAT, tariff, duty, taxes, handling fees, brokerage charges, customs clearance charges, etc. required by your country for importing the ordered goods.

Returns

We offer a 14 days return policy were the customer can return unopened, unassembled and unused products within 14 days of receiving the goods. Upon reception of the returned goods they must be packaged in the state of which they were received with all packaging and parts included. Failure to do so will result in a 25% restocking fee.

If you would like to return your unopened, unassembled and unused product then please contact us at shop@bitcraze.io before shipping it to us. Please see the section bellow on how to ship the return.

Warranty

All goods are tested before leaving the factory. In the unlikely event that there's a malfunction of the product due to manufacturing problems we will replace it. Please note that we will only replace products that are unused! The only exception is when usage is required to identify the manufacturing defect.

Since our products are used for development/research and do not have outer casing they are vulnerable to ESD damage. We're not able to replace any products damaged by ESD or any other damage resulting from using the product.

Any warranty claims must be made within 7 days after receiving the goods.

If you suspect a product you have received from a shipment is malfunctioning due to manufacturing problem please contact us at support@bitcraze.io before shipping it to us.

Please see the section bellow on how to ship the return.

Shipping of returns and warranties

The customer is responsible for the goods until it arrives at our warehouse in Hong Kong, so use a reliable carrier. Always use an internationally trackable shipping service. 

All costs, such as shipping, taxes, customs clearance charges etc. are to be paid by the customer. Shipping charges are not refundable.

All incoming shipments must be labeled with a label supplied by Bitcraze, please contact us to get one. The label must be printed and glued to the package, do not ship anything without a label.

Email the tracking number to shop@bitcraze.io when the package is shipped.

Support philosophy

We're reasonable people and we expect that you are too. We strive to keep our customers happy and it's in our best interest to try to solve customer issues in the best way possible. If you're having issues please contact us at support@bitcraze.io and we will do our best to help you.

Accuracy of information

We do our best to keep all the valid information in this shop up-to-date. But since we have complex products with changing feature set (due to their open-source nature) we cannot be held responsible for possible deviations due to old and outdated information.

Privacy policy

On this webpage we collect information used for analytics, shipping and contacting customers. Please note that we do not collect any PayPal or credit card information, this is done by Shopify and PayPal. The information we collect includes (but is not limited to):

  • IP and information about web browser as well as host platform
  • Email and shipping address (this includes name)

The collected information will not be sold, given or otherwise made available to any other than Bitcraze Limited and its parent company.