Warranty, Returns & Dispute Policy

Coverage by condition tier

The practical rule is simple: inspect immediately on delivery, raise any mismatch within 48 hours, and treat functional warranty as tier-dependent. Supplier condition labels and internal QC grades are related but not identical, so the quote and invoice remain the final commercial record for the order.

Tier	Warranty source	Duration	Covers	Does not cover
Brand new / Sealed	Manufacturer warranty, plus Voltaxion claim support for order mismatch on receipt.	Manufacturer term; inspection claim within 48 hours of delivery.	DOA, wrong SKU or region, missing units, activation-lock issues, manufacturer defects.	Change of mind, destination-market compatibility assumptions, damage after delivery.
CPO	Apple or manufacturer warranty.	Manufacturer term; delivery disputes still within 48 hours.	Functional failure, DOA and documented non-conformity against the quoted lot.	Subjective appearance complaints outside the quoted grade or description.
Refurbished Grade A / AB	Voltaxion functional guarantee.	30 days from delivery.	Core functional failures, DOA, clean-IMEI or activation-lock issues, wrong grade if reported in time.	Cosmetic claims after acceptance, software tampering, impact or water damage after delivery.
Refurbished Grade B / marked stock	Voltaxion functional guarantee.	14 days from delivery.	Core functional failures and verified non-conformity against the disclosed condition.	Subjective cosmetic complaints, disclosed wear, minor marked-stock anomalies already quoted.
Asis / Asis+	Voltaxion guarantee only, against the commercial wording on the quote.	As quoted on the order; functionality first, no cosmetic-grade promise.	DOA and agreed core functional failures.	Retail-box expectations, cosmetic-grade disputes, unauthorised third-party repair or damage.

Dead on arrival (DOA)

A unit is treated as DOA when it does not power on, does not charge, or fails a core function immediately on receipt. The most important deadline is the inspection window: written notice must be sent within 48 hours of delivery, measured from the carrier proof-of-delivery timestamp.

Film the outer-carton unboxing in one uninterrupted take whenever possible.
Record IMEI or serial number for every affected unit.
Attach clear photos of the device, the defect and the original Voltaxion packaging.
After 48 hours, quantity, grade and cosmetic claims are treated as accepted unless a live functional warranty still applies.

How to file a claim

All claims are handled through the Voltaxion buyer portal, not by email. Every claim gets a tracked VX-DSP-YYYY-NNNN reference, a live status (Open · Resolved · Closed), and a structured resolution record. Email channels exist only as a fallback for partners who have not been onboarded to the portal yet.

Inspect on arrival. Isolate every affected IMEI / serial number. For DOA claims, also film the unboxing in one uninterrupted take.
Open a dispute in the portal. Sign in at portal.voltaxion.com/disputes.html → + Open new dispute. Attach the order reference (VX-PO-…), evidence (photos, video, IMEI list) and a precise description of the failure.
Reference number issued automatically. Your claim appears in the Disputes list as VX-DSP-YYYY-NNNN with status Open, typically acknowledged within one business day.
Do not ship anything back yet. If physical return is required, the portal will surface a written RMA with destination hub and Voltaxion prepaid return label. Unauthorised returns are refused.
Decision within five business days of a complete file. The resolution is written into the same dispute thread so both sides keep one immutable record.

Don't have portal access yet? Apply at voltaxion.com/contact or message us on WhatsApp +852 5593 9258 — we will open the dispute on your behalf and invite you to the portal thread.

Resolution outcomes

When a claim is upheld, the remedy is limited to the affected units and stays capped at their invoice value. The portal dispute thread records the chosen outcome and links it back to the original PO. The three operational outcomes are:

Replacement units shipped

Preferred when equivalent stock is available in the nearest practical hub and the buyer still needs the product. Voltaxion ships on its DHL Express account.

Credit note applied to next PO

Used when the buyer wants to keep trading with Voltaxion. The credit note is issued against a future PO (visible in the dispute thread as “Credit note issued — applied to VX-PO-…”) rather than unwound to cash.

Refund

Reserved for cases where replacement is not viable or where the non-conformity affects the economic basis of the line item. Refunds settle to the same bank account that funded the original wire.

Goodwill credit

Applied to soft cases (e.g. delivery 2–5 days late but no material harm). Typically 1–2% of the line value, recorded in the dispute as “goodwill credit applied — customer accepted”.

Escalation

If the buyer disagrees with the first decision, escalate inside the same dispute thread in the portal — the thread is the single source of truth, never a fresh email.

Reply in the portal dispute thread with the words “Request escalation” within seven business days of the original decision; the case is routed to a senior account manager.
The thread status flips from Resolved back to Open with an escalation flag. A new decision is issued within a further five business days once the file is complete.
If still unresolved after escalation, the governing dispute-resolution clause applies: Hong Kong courts, with HKIAC arbitration as the optional route for larger disputes.

Track every open and historical case at portal.voltaxion.com/disputes.html. Typical SLA: most cases close within five business days; complex cross-border returns may take longer.

Frequently asked questions

What is the minimum order quantity?

The minimum order quantity is 5 pieces per SKU, with a 50-piece minimum per order. Mixed SKUs are allowed within a single order.

How long is the DOA and functional guarantee window?

A unit is treated as dead on arrival (DOA) when it does not power on, does not charge, or fails a core function immediately on receipt, and written notice must be sent within 48 hours of delivery, measured from the carrier proof-of-delivery timestamp. Functional warranty is tier-dependent: Refurbished Grade A / AB carries a 30-day Voltaxion functional guarantee from delivery, Refurbished Grade B / marked stock carries 14 days, Brand new and CPO carry the manufacturer term, and Asis / Asis+ carry the Voltaxion guarantee as quoted on the order.

How does the RMA and refund process work?

All claims are handled through the Voltaxion buyer portal. Inspect on arrival and isolate every affected IMEI or serial number, open a dispute in the portal, and a tracked VX-DSP-YYYY-NNNN reference is issued automatically with status Open, typically acknowledged within one business day. Do not ship anything back until the portal surfaces a written RMA with destination hub and Voltaxion prepaid return label, as unauthorised returns are refused. A decision is issued within five business days of a complete file, and refunds settle to the same bank account that funded the original wire.

What are the payment terms?

Payment is by wire transfer to the Voltaxion Statrys USD account at DBS Hong Kong (SWIFT DHBKHKHH), on 7-day net terms after quote acceptance. Pricing is in USD on a Hong Kong-origin baseline, with a 24-hour price lock via the portal quote.

How do orders ship?

Orders ship by DHL Express from Hong Kong on Voltaxion's DHL Express account. When a claim is upheld and replacement units are shipped, Voltaxion ships on its DHL Express account to the nearest practical hub.

How do I escalate if I disagree with a decision?

Escalate inside the same portal dispute thread by replying with the words “Request escalation” within seven business days of the original decision; the case is routed to a senior account manager and a new decision is issued within a further five business days once the file is complete. If still unresolved, the governing clause applies: Hong Kong courts, with HKIAC arbitration as the optional route for larger disputes.