Shipping, Return, Exchange, Refund and Sales invoice policies

  • 1. Shipping Policy

       1.1 Products on the English Website of China Telecom Corporation Limited Shanghai Branch (Online Shop of China Telecom Shanghai) are only available to users in Shanghai.

       1.2 The Online Shop of China Telecom Shanghai offers free shipping to Shanghai (except for replacements and returns).

       1.3 Orders will be shipped in 3 to 7 days. For reasons on the Customer's part, including but not limited to unanswered calls, change of shipping address and customer designated delivery time, the delivery time agreed between the Customer and our delivery personnel shall be final. Shipping may be delayed in uncontrollable circumstances, including but not limited to holidays and inclement weather.

       1.4 For postponement of shipping, please contact the Online Shop Customer Service Team in advance. All orders must be shipped within the month they are placed in.

       1.5 In the case of unsuccessful delivery due to circumstances including but not limited to the inability to present the recipient's original ID/Passport, the refusal to provide a copy of the recipient's ID/Passport and the inability to contact the recipient, the Customer's order shall be cancelled. A new order should be placed if necessary.

    2. Notes on Delivery

       2.1 If the order is addressed to the service subscriber, the recipient (subscriber) is required to present their original ID/Passport and sign for the handset in person. The subscriber is also required to provide copies of both sides of their ID/Passport .

       2.2 If the order is received by a third party, they are required to present the original ID/Passport of the subscriber as well as their own ID/Passport and sign for the handset in person. The recipient is also required to provide copies of both sides of the subscriber's ID/Passport and their own ID/Passport .

       2.3 If the subscriber is under 18 years of age, an adult person acting as guarantor should be present when the handset order is placed. When signing for the order, the under-age subscriber is required to present the original and copy of their ID/Passport as well as the original and copy of the guarantor's ID/Passport. No guarantor is required for high school students who are under 18 years of age, but they are required to present the original and copy of their ID/Passport and their high school student card or admission notice.

       2.4 The recipient is required to write or stamp the wordings, "Only for the use of telecommunications service subscriptions. Copies are invalid.", on the ID/Passport card copies.

       2.5 Please make sure the packaging of the handset is unopened and check the contents of the delivery in the presence of the courier before signing for the order. In the case of opened packaging or incorrect contents, please refuse the delivery and contact the Online Shop Customer Service Team to arrange for redelivery. Signing for the order indicates that the recipient is satisfied with the packaging and contents of the delivery, and no complaints will be made regarding the packaging and contents of the delivery. The Online Shop of China Telecom Shanghai may refuse to deal with any complaint made at a later date regarding missing device or parts, missing items in the delivery or serious damage of the contents of the order. The signature of any agent (including but not limited to porter, family, co-worker and schoolmate) on the delivery documents shall be equivalent the Customer's own signature.

       2.6 In the case of complaints regarding the quality of the handset, return or replacement shall only be offered based on the inspection report of the "Repair, Replacement and Return" guarantee.

    3. Return and Exchange Policy

    The following terms and conditions apply for the return and replacement of UIM cards:

       3.1 Unopened packaging: Seven-day unconditional return.

       3.2 Opened packaging: One-year national "Repair, Replacement and Return" guarantee. In the case of unsatisfactory quality or malfunctioning certified by the manufacturer's service center or designated repair centres, the Customer is entitled to seven-day unconditional return, 15-day replacement, and free repair and maintenance service after 15 days.

       3.3 Timetable for "Repair, Replacement and Return" Policy:
    3.1 Seven-day: In the case of malfunctioning within seven days of purchase, the Customer may opt for return, replacement or repair.
    3.2 15-day: In the case of malfunctioning within 15 days of purchase, the Customer may opt for replacement or repair.
    3.3 "Repair, Replacement and Return": The "Repair, Replacement and Return" guarantee is valid from the date of the sales invoice. For a product which has been repaired twice within the guarantee period but continues to malfunction, the Customer may opt for a replacement device of the same model or they may choose to return the device to us according to the relevant conditions. The validity period of the "Repair, Replacement and Return" guarantee excludes the time spent on repair and on waiting for parts to become available. In the case of device replacement, the start of the validity period of the "Repair, Replacement and Return" guarantee will be reset to the date of replacement.

       3.4 When applying for return, replacement or repair, the Customer should send the device to us along with the following documents, depending on the type of the service required:
    4.1 Return: Original sales invoice, packaging, accessories, device inspection report, copy of ID/Passport.
    4.2 Replacement: Original sales invoice, packaging, accessories, device inspection report, copy of ID/Passport.
    4.3 Repair: Copy of sales invoice, packaging, accessories, copy of ID/Passport.

       3.5 Unopened and unactivated UIM cards: seven-day unconditional return.

       3.6 No return or exchange will be offered after top-up is made.

    4. Return and Exchange Procedures

       4.1 Contact our Customer Service Team
    If the Customer is in doubt regarding the quality and/or usage of the device, please contact our Customer Service Team immediately on 10000.

       4.2 Device Inspection Report
    In the case of quality issues covered by the State's regulations on "Repair, Replacement and Return" within 15 days after the order has been received, please contact our Customer Service Team. Upon verification, our Customer Service Team shall contact the manufacturer's after sales department to conduct an inspection on the device.
    Notes on Device Inspection Report: Should the need for device inspection arise from quality issues, Online Shop of China Telecom Shanghai shall not be liable for any charges that may be incurred.

       4.3 Sending the Device Back to Us
    If the device inspection report confirms quality problems with the device, please send the device along with the packaging, accessories, warranty card, instruction manual, sales invoice and device inspection report, a copy of the Customer's ID/Passport (the name on the ID/Passport should be the same as the name of the sales invoice) and free gifts within the validity period of the device inspection report. Otherwise, the Customer will be considered to have surrendered their entitlement of product return, and Online Shop of China Telecom Shanghai will not be able to fulfill its return service commitment. (For replacement, the Customer is only required to send the items that need to be replaced back to us.)
    Friendly reminder: Please take note of the logistics waybill number for shipment tracking.

       4.4 Verification
    Returns: Requests for return, which involve bank refund, will be processed within 15-30 days after we have received and verified the problematic device, sales invoice, warranty card and device inspection report; Replacement: Requests for replacement will be processed within seven days after we have received and verified the problematic device, sales invoice, warranty card and device inspection report.
    (1) Unverified Claims
    If we cannot verify the claim regarding device malfunction, Online Shop of China Telecom Shanghai shall return the device to the Customer at the original address or invoice address. We shall not be liable for any shipping costs incurred.
    (2) Verified Claims
    After the claim regarding device malfunction has been verified, our staff will refund the total sales order amount to the designated bank account. Transaction times vary from bank to bank. Generally, the refund should be completed between five to fifteen working days. For orders paid for through cash on delivery, we shall make arrangements for the courier to refund cash to the Customer. Generally, the refund should be completed within fifteen working days.

       4.5 Should the Customer opt for refund, the Refund Procedures apply.

    5. Refund Policy

       Method of Refund: The Online Shop of China Telecom Shanghai shall refund the sales order amount to the Customer's designated bank account. For orders paid for through cash on delivery, we shall make arrangements for the courier to refund cash to the Customer.

       Handling fees: The Online Shop of China Telecom Shanghai shall be liable for all handling fees incurred by the Customer's request for refund. The Customer shall not be liable for any additional charges.

       Handling time: After the Customer's request for return has been approved (information and products), the refund shall be made to the Customer's account in five to fifteen days.


    (1) All refunds shall be made in the same way that payment is made.
    (2) The Online Shop of China Telecom Shanghai does not currently support post office remittance. In the case of problems with the Customer's designated account, please contact our Customer Service Team on 10000.


    Notes on Sales Invoice

       1. All products sold at the Online Shop of China Telecom are genuine products with manufacturer warranty.

       2. The sales invoice issued by the Online Shop of China Telecom reflects the exact content and value of the order. The invoice cannot be altered or split.

       Invoice for handset only orders: The invoice shall be issued directly by the supplier partnering with the Online Shop of China Telecom Shanghai, and shall be delivered to the Customer along with the handset. Unless special request is made, the invoice will be issued to the recipient of the order.

       Invoice for contract handsets and UIM cards: A designated invoice specifying the pre-paid service fee amount shall be issued by China Telecom Shanghai and delivered to the Customer along with the UIM card.

       3. No invoice shall be issued for the free credits offered by China Telecom Shanghai.

     

     

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