FAQ

Warranty

Warranty

Where can I find the product name and serial number?

Product name and serial number are shown on the products and package box.

Warranty

What is the overall process of the repair service?

1. To request repair service, contact our Customer Service representative by sending an email to support@thisiseng.com. For more information, please refer to our warranty page (http://www.thisiseng.com/support/warranty). 2. Request for repair service: Describe your issue with as much detail as possible and provide your contact information. A service case will be generated and a Customer Service representative will contact you shortly. When possible, TIE may diagnose and resolve your case online. 3. Send Your Product: If the issue cannot be solved online, we will request you send the product to the designated service center. 4. Assessment and Repair: Our Service Center will assess the product and send you a quotation. Please note, repairs will only initiate after receiving payment from you*. 5. Receive Your Product: Our Service Center will send the fixed or replacement product to your address. โ€ป If the assessment shows that your case is covered under our warranty your product will be repaired or replaced for free."

Warranty

How much will the warranty service cost?

It depends on the specific issue. We need to bring the product in for inspection to exactly evaluate how much repairs would cost. If the component(s) or product is defective and covered under our warranty, you will not likely be charged for the repair. Once we receive and investigate the product, we will inform you whether payment is needed. We will never begin repairing the product before confirming with you. To pay for repair fees, click the payment link in the quotation or pay via bank transfer.

Warranty

I want to return or get a refund for my purchase.

You can request a refund within 7 days of receipt of your order. Please refer to the TIE warranty policy (http://www.thisiseng.com/support/warranty) to see if you are eligible for a refund. You can request an exchange or a full refund by doing one of the following: - E-mail an Exchange Request form - Mail-in an Exchange Request form - Give us a call to our C/S team by calling: +8231-721-2300 between 9:30~18:00 KST from Monday through Friday. Note : If there is no defect on the product, all the shipping cost must be paid by customer.

Warranty

How do I request for repair service?

You can request an exchange within 15 days of receipt of your order. Please refer to our After Service policy for more information. (http://www.thisiseng.com/support/warranty) You can request an exchange or a full refund by doing one of the following: - E-mail an Exchange Request form - Mail-in an Exchange Request form - Give us a call to our C/S team by calling: +8231-721-2300 between 9:30~18:00 KST from Monday through Friday. Please note: If there is no defect on the product, the shipping cost must be paid by the customer.