7-day exchange for faulty goods

• Window: within 7 days of receiving or collecting your order, counted from our dispatch record or your collection notice.
• Covered: a manufacturing fault (DOA), a hardware fault, or a model that does not match your order.
• Not covered: personal reasons such as ordering the wrong model, changing your mind after opening the box, unmet expectations or colour differences. Those we handle case by case, based on the model, the supplier's policy and the condition of the goods, and an exchange is not guaranteed.
• Inspection first: we or the agent inspect the goods, and only a confirmed quality problem leads to an exchange for the same model. If that model is out of stock we will tell you first, then discuss a substitute or a refund.

1. Tell us: WhatsApp +852 9742 5753, phone +852 3156 2787, or email gns@gnstec.com.hk. Give us the order number, the model, roughly when you received it and what is wrong; photos or a short video help.
2. First assessment: we reply within one working day and explain what needs checking.
3. Send the goods back: check with us first, and do not post anything out on your own. Once confirmed, send the goods with the complete original packaging, all accessories, the manual, the warranty card and the invoice back to our Lai Chi Kok office (Workshop 703, 7/F, 550 Castle Peak Road, Lai Chi Kok, Kowloon).
4. Inspection and exchange: once we or the agent confirm a quality problem, we exchange for the same model.
5. Collection: when the replacement is ready we let you know, for collection or local delivery; shipping the replacement out is paid by us.

• Sending it back to us: return shipping to us is paid by you.
• Drop-off: bring the goods to our Lai Chi Kok office and there is no shipping cost.
• We ship the replacement: shipping the replacement out to you is paid by us.
• Courier: SF Express (or another carrier we nominate) by default. Shipping fees and the risk of damage in transit are borne by the buyer, unless we say otherwise in writing.
• Surcharges: remote areas, outlying islands, residential or walk-up addresses and other surcharges are not included.
• Shipping on the original order: free on a single order of HK$2,000 or more; HK$50 locally below that.

• When a refund applies: only for orders we cancel. Where the market moves, or a system, pricing or stock error occurs, we reserve the right to cancel the order and refund it in full. If something is out of stock we tell you first, then arrange a refund or a substitute model.
• How and when it is paid: back to the original payment method (FPS, bank transfer or credit card), within 7 days of us confirming the refund. For card payments the card issuer then takes its own time to post it; we email you once the refund is confirmed.
• Completed installation work is non-refundable: completed project work (installation, cabling, configuration and on-site service) is not refundable.
• Monthly fees already paid are non-refundable: GNS CARE is a minimum 12-month contract billed monthly, and monthly fees already paid are not refundable. After the term it renews monthly, never automatically, and one month's notice ends it.
• Anything outside the 7-day exchange: for anything outside the 7-day faulty-goods exchange, such as ordering the wrong model or changing your mind after opening the box, we handle it case by case, based on the model, the supplier's policy and the condition of the goods.

We cannot exchange or refund goods in these cases:

• Personal reasons: ordering the wrong model, unmet expectations, colour differences
• Accidental or human damage, liquid, pests, lightning, electrical faults or unstable voltage
• Opening, modifying or repairing the unit yourself, or handing it to a third party we did not arrange
• Reflashing firmware yourself, or overloading the unit
• Faults caused by settings you changed yourself (for example VLANs, firewall rules or the UniFi OS version)
• Cosmetic wear, and consumables such as cables and fans
• Damaged packaging, missing accessories or a lost invoice
• Third-party equipment, software licences and services we did not supply

In those cases we inspect first and quote for a repair or replacement; nothing starts until you confirm.

• 7-day exchange: covers a manufacturing fault or faulty unit that was already there when the goods arrived, raised within 7 days of receiving or collecting them.
• Manufacturer warranty: a hardware fault after those 7 days follows the Ubiquiti manufacturer warranty. Hong Kong official stock we supply is generally one year from the dispatch date, and we handle the claim for you: opening the case with the manufacturer, chasing it and arranging the exchange, then reconfiguring the replacement. You do not contact an overseas agent yourself.
• Parallel imports: we mainly supply Hong Kong official stock. Where a model is marked as a parallel import, we provide a limited in-store warranty for a set period, excluding human damage and software changes.
• The warranty on a replacement part or unit follows whatever the manufacturer approves; we will be clear about it when the case is opened.