pssser.com Australian Department Store Warranty Policy
Dear ppsser.com users:
To ensure the long-term and stable use of the products you purchase from our website and to protect your consumer rights, we (Chengdu Xiangyuan Yunhong E-Commerce Co., Ltd.), operating an independent department store website in Australia, have formulated this product warranty policy. The following details the warranty coverage, duration, application process, and precautions. Please read carefully.
I. Warranty Scope and Duration
Applicable Products: This warranty policy applies only to authentic department store products purchased on the ppsser.com independent website and officially sold by Chengdu Xiangyuan Yunhong E-Commerce Co., Ltd. (excluding personalized products and disposable consumables, such as some beauty samples and daily tissues; please refer to the product details page for details).
Warranty Duration: You will enjoy a one-year free warranty from the date you receive and confirm receipt of the product (based on the logistics receipt record. Please keep the receipt and order information securely). Products beyond the one-year warranty period will no longer be covered by the free warranty. If repairs are required, please contact customer service for paid repair options.
Eligibility: Warranty service is available for any malfunction, performance degradation, or component damage not caused by human error, caused by product quality issues, and during normal use. Normal use means following the product's instructions, without unauthorized disassembly or modification, and without exposure to hazardous substances or exposure to extreme environments (such as high temperature, high pressure, or humidity) beyond the product's intended operating range.
II. Warranty Claim Process
Submitting a claim: If a product has a warranty-eligible issue, you can submit a claim through the following methods:
Email claim: Send an email to service@ppsser.com. The email must include the order number, product name and model, a description of the issue, your name, contact phone number, and delivery receipt time, along with clear photos or videos of the product's defective area (which must clearly show the issue and product identification).
Online customer service claim: Log in to ppsser.com and leave a message in the "Customer Service Center," or submit a message through the "After-Sales Warranty" function on the order details page. Our customer service will contact you within 24 hours.
Verification and Confirmation: Upon receiving a warranty claim, our company will verify the order information and product failure within 1-2 business days. Upon approval, customer service will inform you of the follow-up procedures (e.g., return for inspection and repair, direct replacement parts, etc.) and the return address via email or online message.
Product Return (if necessary): To return a defective product for inspection and repair, please follow customer service instructions and ship the product (preserving the original packaging and accessories as much as possible) to the designated address: No. 21, 1st Floor, Unit 1, Building 2, No. 1 Beidong Street, Qingyang District, Chengdu (this address corresponds to our company address and return address). Please use a trackable courier and retain the tracking number to track the delivery progress.
Repair and Return:
Upon receipt of the returned product, our company will complete inspection and repair within 3-5 business days. (If a replacement part is required, it will be a genuine, genuine part of equivalent quality.) Once the repair is complete, we will ship the product back to you free of charge (in accordance with our storewide free shipping policy). We will provide you with shipping details via email or text message for tracking purposes.
If the product is found to be faulty and cannot be restored to normal functionality after inspection, and is still within the warranty period, we will, after confirmation with you, offer a replacement (the replacement product will be the same model and specifications as the original and will also enjoy free shipping) or a refund based on the actual purchase price.
III. Circumstances Not Covered by the Warranty
The product is outside the one-year warranty period;
Damage caused by human error, such as unauthorized disassembly, modification, dropping, collision, crushing, improper use (failure to follow the product manual), or contact with hazardous substances;
Damage caused by force majeure (such as natural disasters, fire, earthquakes, accidental impact during transportation, or other issues not related to the product's inherent quality);
Appearance defects such as wear, scratches, and deformation that do not affect the product's functionality (unless the appearance quality issue existed at the time of receipt and was reported within 48 hours of receipt);
No valid order information, no logistics receipt records, or product identification (such as the production date or model number) has been altered or damaged, making it impossible to verify the product's source and purchase date;
Personalized products, disposable consumables, and products clearly marked "Not Covered by Warranty" on the product details page.
IV. Important Notes
When applying for warranty service, please ensure that the order information, product failure description, and supporting documentation provided are true and accurate to avoid delays or application failures due to incomplete or false information.
When returning the product for warranty service, please do not include any unrelated items (such as personal items or other items from your order) to prevent loss or confusion.
If you have any questions about the repair progress or resolution during the warranty process, please contact customer service at service@ppsser.com or call our legal representative, Jiang Xi, at 19212751153 (weekdays, 9:00 AM - 6:00 PM). We will promptly respond and provide feedback on progress.
Warranty service only covers product quality issues and does not cover any indirect losses caused by product failure (such as data loss or additional expenses due to inconvenience).
Chengdu Xiangyuan Yunhong E-Commerce Co., Ltd. reserves the right of final interpretation of this warranty policy. Any adjustments to the policy will be posted on the ppsser.com homepage announcement page. The updated policy will take effect from the date of the announcement. Thank you for your trust and support of ppsser.com. We will continue to provide you with high-quality products and services!
Chengdu Xiangyuan Yunhong E-Commerce Co., Ltd.