Warranty
We provide a 2-year warranty for all products purchased from the official ACEMAGIC store. We offer complete and necessary after-sales customer service for all customers. If you need assistance, please contact us via email at support@acemagic.com.
For business transactions and bulk orders, please contact support@acemagic.com. Our business team provides special offers and comprehensive services for such orders.
The warranty period is 24 months:
- For in-stock products, the warranty begins on the purchase date.
- For pre-order products, the warranty begins on the delivery date.
- If you purchased the product on a third-party platform or from a retailer, please contact the respective provider or retailer directly for returns, exchanges, and further customer service.
- For business orders, leasing orders, and bulk purchases, please contact support@acemagic.com.
Warranty Terms
Please confirm the order status before requesting a refund or exchange.
1. Pending Orders (In-stock and Pre-sale Products)
Please contact ACEMAGIC to confirm the order status. Customers may request a full refund before the order is shipped. We will process refunds within 3 business days.
2. The Order Has Been Shipped
2.1 Complete/Undamaged Product
Thank you for choosing our product. If you are not satisfied with your purchase, we offer a 30-day no-questions-asked return policy.
Products in good/undamaged condition can be returned for a refund for any reason within 30 days after receipt.
- The delivery date is based on the tracking information of the package tracking number.
- Before returning the product, please ensure that the product remains in its original condition, including product packaging, accessories, and instructions.
⚠️Please help us confirm the condition of the returned product. Otherwise, the refund request may be invalid.
- In this case, the customer is responsible for the return shipping costs.
- Customers cannot request a 30-day refund guarantee for products that remain intact and undamaged more than 30 days after the receipt has been signed.
2.2 Quality-Related Issues
2.2.1 Damage/Deformation of the Outer Packaging
- After receiving a damaged/deformed package, please immediately contact the courier and request a stamped confirmation certificate.
- Please contact us immediately describing the issue and attach photos of the damaged/deformed package and confirmation documents to your email.
- After we verify the situation, the customer may request a full refund or a product replacement.
2.2.2 Missing Items in the Package
- Please carefully check the contents and weight of the package before signing for it.
- If any items are missing from the package, please contact us immediately via email and provide the order number (e.g., #ACEEU****) and details of the issue (text/photo/video).
- After we verify the situation, the customer may request a replacement or a partial refund.
⚠️Please note:
- ACEMAGIC is responsible for return and exchange fees caused by package damage, deformation, missing items, or incorrect delivery.
- For packages that are lost after being delivered to the correct address, ACEMAGIC is not responsible for compensation, including refunds and exchanges. (Package status is subject to tracking information.)
2.2.3 Damaged Upon Arrival
If a product is found to be defective upon arrival, please contact us within 30 days after receipt.
- Attach the order number (e.g., #ACEEU****) and details (text/photo/video) describing the issue in your email.
- Once it is confirmed that the product was damaged upon arrival, we will provide the warehouse address for returning the product.
- After the relevant products are delivered to the warehouse, customers may request a full refund or an exchange.
※ ACEMAGIC will cover the return and exchange costs caused by such damaged products.
2.2.4 Defective Products
- Customers must provide proof of purchase (e.g., order number #ACEEU****) and describe the issue in detail (text/photo/video) via email.
- We will provide troubleshooting suggestions and record the troubleshooting process.
※ Regarding returns and exchanges due to product defects:
- Within 30 days after receipt: ACEMAGIC covers all shipping costs.
- After 30 days from receipt: The customer is responsible for return shipping costs, and ACEMAGIC covers the shipping cost for the replacement product.
About Returns
- Please ensure that the returned product includes all accessories so that we can properly process your return.
- Returned items must be in the original packaging or alternative packaging with equivalent protection to avoid damage during shipping.
- Please send the returned goods to the ACEMAGIC warehouse address provided by us.
- If the returned goods do not meet the above requirements, we may refuse to accept and process the return.
- If the returned product is incorrect or the defective product is not returned to the ACEMAGIC warehouse, the warranty will become invalid.
About Refunds
- The refund process will begin after the returned goods arrive at the ACEMAGIC warehouse.
- Refunds will be processed according to the payment method used for the original order. PayPal refunds usually take up to 48 hours. Refunds to credit cards and bank accounts will be processed within 7–10 business days after the return is received.
*Exceptions to refunds:
If we have reached the maximum refund limit for the month, we may not be able to refund via the original payment method. Instead, we will arrange the refund through a transfer to your PayPal account. This usually takes 48–72 hours. We apologize for any inconvenience caused.
Information About Product Exchanges
- Remote area surcharges must be borne by the customer.
- After the original package has been successfully delivered, the duty-free shipping insurance expires. It does not continue for replacement packages. If customers wish to avoid customs duties, please purchase duty-free shipping insurance again.
※ Conditions Not Covered by Warranty
- Normal deterioration or wear caused by daily use
- Bulk orders and orders for rental/commercial purposes
- Products that are lost or stolen during daily use
- Expired products without sufficient proof of purchase
- Products whose warranty period has expired
- Sold-out or discontinued models
- Free products, gifts, or products resold or transferred to third parties
- Repairs carried out by unauthorized third parties
- Intentional damage caused by human factors
- Damage caused by force majeure, including but not limited to natural disasters (hurricanes, tornadoes, floods, fires, earthquakes, etc.) and social events (strikes, wars, bans, etc.).
- Damage caused by improper use of the product, including but not limited to drops, extreme temperatures, water exposure, improper operation of the device, or improper hardware replacement.
About Warranty and Repairs:
If the product is damaged due to human factors or improper use, the warranty will automatically become void. In such cases, ACEMAGIC will not provide compensation. Replacement units or spare parts may only be supplied through our regular distribution channels, if available. Customers are responsible for the cost of replacement units or parts and the necessary transportation costs.
Our product warranty does not cover damage caused by overclocking, even if the overclocking is achieved through our hardware and/or software.
Lifetime Customer Repair Service
We offer repair services and have repair locations in the United States and Germany to service your product. The customer is responsible for return shipping costs, and ACEMAGIC will cover the outbound shipping costs. Additional charges may apply for certain parts and services. Please consult our website customer service for specific details.
Limitation of Liability:
- Except for the warranty conditions stated above, ACEMAGIC is not responsible for any express or implied warranties.
- ACEMAGIC is not responsible for incidental or consequential damages arising from events beyond our control, such as natural disasters, property damage, loss of use, business interruption, loss of profits, loss of data, or other consequential or special damages.
