Front Products Item Return Policy
We do not accept returns or exchanges unless the item you purchased is defective. If your product arrives damaged or is not working, you can return it to us within 7 days after delivery or 30 days after shipment in case the delivery date is not traceable. If your order has been shipped to Latin America, you can send it back to us within 40 days after shipment. You will receive an e-mail containing the shipment date and other details of your order after it has been shipped.
Return a DOA (dead on arrival) item
If the item arrived broken, please contact us within 7 days from the delivery date.
We may ask you to return the item, please include all of its accessories, like cables, chargers, batteries, in the returned parcel. If an accessory or component is missing, we will ask you to pay for it. All the return shipping fees will be covered by the customer. We can arrange a refund or a free replacement.
Return a defective item
We will do our best to ensure that the products shipped to our customers are in their best conditions. If your product turns out to be defective, please provide us with the following proofs:
- Photos of the front and the back of the package or box
- Partial shipment slips (if applicable)
- Photo or video of the defective item
- Photo or video and a detailed description of the problem
We can arrange a refund or a free replacement.
Return incorrect item received
If the item you have received differs completely from the one you ordered, please do not hesitate to contact our customer service and to provide us with the following proofs:
- Photos or a video of the incorrect item
- Photos or a video showing the problem occurred with this product
Because different batches of the products are supplied, the item logo or packaging you received may vary from the one displayed on our website. If all the functions and appearance of the product prove to be correct, please understand that this case will not be included in this policy. Please be sure that the incorrect item you return is in the original package and the merchandise is in the same condition you received it in. For the incorrect item, if you are able to find a use of it and/or prefer to keep it, you may suggest that to us and we will offer you a certain discount for your next purchase.
How can I return the defective item to Front?
Please contact us before returning a defective item in order to receive the return shipping address and other instructions.
Full refunds are not available under the following circumstances:
- Delays caused by the buyer providing incorrect or incomplete delivery information.
- Delays in delivery caused by force majeure event, such as natural disasters, bad weather, war and others.
- Delays in delivery caused by any other beyond our control, such as public holidays, Customs issues and others.
All customers should contact Customer Service for approval before sending anything to us before returning any item(s). Front will not be responsible for returned item(s) without notifying us in advance.
Below are some further suggestions and important reminders:
- Keep all the packaging materials and shipping notes, which may be necessary for processing your return request
- After mailing back the product, please send us the tracking number and a copy of the shipping receipt; if we can not receive this information, we will have to wait until when the product arrives in our warehouse.
- Refunds will be arranged to the same payment method you used to place this order. All the intermediary handling fees and bank processing fees will be at the customer's expense
- You can refuse to sign for a package if you notice it is broken or open. Accepting a broken or damaged package can affect your return request
- We can arrange a refund or a replacement of the product after receiving the defective item
- Please place a note inside the return package by including the following details (this will accelerate your return request):
- Your order number
- Product ID or name and the quantity
- Short description of the problem occurred with this product
- If you refuse delivery of a parcel due to import duties or taxes, you assume all liability for all costs involved in returning the item to us
- You are also liable for any import duties or taxes incurred during the return process
Enjoy shopping at Front!
Front Products Team