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Location & Working Hours
A-SURE TECHNOLOGY CO LIMITED
Office Address
: Room 1509, TongYe Building (South), No. 7008 of BeiHuan Avenue, Futian, Shenzhen City, Guangdong Province, China 518049
Our eBay Shop: http://stores.ebay.co.uk/A-Sure-Technology (eBay ID: a-sure2008)
Telephone Number:
+86 755 36853900 (English)
+86 755 36938919 (Deutsch)
Fax No.: +86 755 83806015
E-Mail: asure2008@gmail.com

UK Warehouse address: London, United Kingdom
Germany Warehose address: Karlsruhe, Germany 

Time Zone: GMT+8
Working hours: 9:00 to 18:00 (Monday to Friday)
Our logistics department is off-duty on Saturday and Sunday

Other FAQ:

Currency


May I pay in euros, pounds or other currencies directly?
Yes, you can select a currency freely.
Check the currency list button at the right top corner of this page.

Shipping Postage


Where can I see the shipping postage to my address?
You can see the shipping postage at the page of checkout, after you register as a site member.

Payment

What payment method can I use to complete my purchase?
Paypal, Western Union and Bank transfer

About the bank charge
If you select to pay it via bank transfer, then the bank charge should be paid at your end, so please consider which method and which bank you is the best for you before you make the payment. Thanks!

Can you accept credit cards to pay? Which ones? Which regions?
Yes, you can use credit card to pay to us through paypal

Return and Replacement


What can I do if I received a wrong item?
Please contact our service team within 7 days once you received wrong item or some items missed. We will help you to change or resend the missed items.
Please rest assured!

What can I do if my item is defective?
*Defective Items
Our technician will examine the items carefully before sending out. If you receive a defective product, please keep it in original condition and email to notify us immediately. We will provide technical support or arrange return for you.

1. If you receive and report defective item within 14 days, we will offer exchange for a new product.
2. If you receive and report defective item in 15 days to warranty period, we offer free maintenance service.

Attention: Customer is responsible for the return shipping fee; we will pay for sending the item back to customer. However, we will NOT be responsible for installing or uninstalling.

*Non-defective Item
1. If any item purchased from us fails to meet your expectation. It may be refunded as described below; the merchandise must be 100% complete, in the same condition as when sold, and in the original packaging as provided by us.
Please note that buyer is responsible for return shipping;
The amount of refund will be subtracted the original shipping cost and 10 % of administration fee (handling charges.)
2. We suggest that you ask professional service to install products and contact us when installing issue happened. There are many issues are resulted from installing and operating inappropriately. Please identify the issue before you return. We do not offer refund, exchange, and shipping if the technician confirms the product is non-defective.
Attention: Customer is responsible for the 2-way shipping costs. We will not be responsible for installing or uninstalling.

Can I send the product back if I am unsatisfied with it?
If you are not satisfied with our product, report to us within 7 days of delivery date, and the internal package has not been detached, you can change it to another model. The balance will be paid by you or returned by us. And you should be responsible for the shipping fee of both sending back and forth additionally, which based on your own country's shipping rate. So, before you place your order, please refer to all of the details in our product introduction page.

How can I get my money back after sending the item back?
Please remember to send your bank account to us by email, in order to refund your payment as soon as possible. If you paid by paypal, we will refund by paypal only.

Do I have a warranty?
1) We offer 1 year's warranty to all our products which are sold on our official websites, including our eBay shop, www.a-sure.com.hk. But we are not responsible for the products which you buy from eBay reseller or your local reseller. The warranty of these products will depend on the policy of the resellers themselves.
2) Please complete the guarantee form when you receive the product; the warranty will be valid only for those products registered online www.a-sure.com.hk. We recommend our customers consult a professional for installation. Installation fee is NOT included if replacement is necessary or independent repair is done on an item.
3) The item's warranty becomes invalid:
A. If damage is caused by: undue wear & tear, dirt, misuse, improper installation or operation, neglect, or accident.
B. If the warranty seal is removed or damaged.
C. If the item was opened, any parts of the item were removed or repaired by an unauthorized person. Please read our policies and sale terms carefully before placing an order. If you have any questions, please feel free to email us.

I have reported my defective product, what should I do now?
Please kindly be patient, we will reply your email within 1 business day! After checking your email, we’ll offer several methods for you to check if the unit is really default. Most of time, you don’t need to send the item back by fixing some easy problems yourself.

1)If the problem still exists after checking, we will offer you an address and RMA (Return merchandise authorisation) number for return the item. The item will not be checked and repaired without the RMA number.
2) After receiving your default item, our technician will test the item carefully. Our team will provide you service like we promised above!
3) If the product is neither can be fixed nor replaced, we will return part of the item price to you accordingly, but the shipping fee is not included.
Please remember to send your bank account information to us by email in order to refund your payment as soon as possible. If you paid by PayPal, we will ONLY refund through Paypal only.
4) If the item is working fine after our technician's investigation, the buyer will be responsible for the return postage of the item. THE RIGHT TO JUDGE THE PRODUCT DEFECTIVENESS IS FROM OUR TECHNICIAN'S REPORT.

How can I deal with transport damage or missing components package?
Our products are all brand new and inspected carefully before sending out. Please check the package before the courier leaves.
If you receive a broken item or missing part, please keep the original package and email the photos & your contact number to us within 5 days.

If products possibly damage during delivery, customers have to report in 5 days with your contact number and photo showing damage. Meanwhile, it may take about 15 days for the shipping company to investigate the case, thanks for your understanding.

Important note:
The situation below does NOT meet the warranty policy requirements.
1 Install and operate products inappropriately.
2 warranty seal is removed or damaged
3 Product is opened or repaired by unauthorized person

Can I get a refund if I don't want to keep the unit?
You can get a refund only in these cases:
1. If the unit if tested to be factory defective and can neither be fixed or replaced, we will refund part of the item price to you accordingly, but the shipping fee is not included.
2. If any item purchased from us fails to meet your expectation. It may be refunded as described below:
The merchandise must be 100% complete, in the same condition as when sold, and in the original packaging as provided by us.
Please note that buyer is responsible for return shipping;
The amount of refund will be subtracted the original shipping cost and 10 % of administration fee (handling charges.)

Non-Returnable Items
-Items that have been damaged by improper use or abuse
-Non-defective, opened items
-Items NOT bought from official A-SURE websites

 
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