RETURN & EXCHANGE POLICY

Asian Star Trading Co., Ltd. (Tohome.com) places great importance on customer satisfaction. To ensure clarity and transparency, the Company has established the following policies regarding product returns and exchanges.

1. Scope of Return & Exchange

  • Customers may request a return or exchange within 7 calendar days from the date the product was received (except for products listed under Section 3).

  • Eligible return/exchange reasons include:

    • Product defects (Defective items)

    • Product cannot be powered on or used

    • Received an incorrect item

    • Manufacturing defects (excluding damage caused by customer use)

  • For products without manufacturing defects but customers wish to return/exchange due to personal reasons (e.g., dislike, change of mind), the Company reserves the right to approve or reject the request and may charge a restocking or service fee.

  • After 7 days, the product will fall under warranty policies provided by the brand or manufacturer and will not be eligible for return/refund.

2. Customer Requirements for Returns/Exchanges

  • Returned products must be in the same condition as received, including:

    • Original packaging intact (box, manuals, accessories, freebies, stickers, seals, etc.)

    • No signs of use (installation marks, software activation, heavy usage, etc.)

    • No scratches, dents, modifications, or tampering caused by the customer

  • Customers must provide proof of purchase (receipt/order number)

  • Customers must send the product back through the method specified by the Company

  • Shipping cost for returning the product is the customer's responsibility, except in cases of manufacturing defects

  • The Company reserves the right to inspect the product before approving refunds or exchanges.

3. Products Not Eligible for Return/Exchange

The Company will not accept returns/exchanges for the following:

  • Products exceeding the 7-day return period

  • Products heavily used, modified, or self-repaired

  • Activated software or opened software packages

  • Special order or pre-order items

  • Clearance or promotional items marked as "No return"

  • Products missing accessories, with damaged packaging, or in non-sellable condition

4. Refund or Exchange Procedures

After the Company approves the return/exchange:

  • Refunds will be processed through the original payment method within 14 business days after inspection.

  • Exchanges will be shipped once the replacement product is ready.

  • Refund processing time may vary based on banks or service providers.

  • The Company reserves the right to deduct applicable fees such as restocking charges (if the return reason is caused by the customer).

5. Product Warranty

After the return period has passed:

  • Products are covered under the brand's Manufacturer Warranty, and customers must contact the brand's service center directly.

  • The Company is not responsible for damages caused by misuse, accidents, improper environment, modifications, or third-party repairs.

  • Customers must keep proof of purchase to claim warranty.

6. Additional Terms

The Company may update this policy as necessary via website or other official channels.

PRODUCT CLAIM POLICY

Asian Star Trading Co., Ltd. (Tohome.com) provides product claim services for items that malfunction due to technical defects under the brand's warranty conditions.

1. Claim Eligibility

Products eligible for claim:

  • Products malfunctioning due to

    • Manufacturing defects

    • Internal component failure under normal use

    • Products still under warranty from the manufacturer

  • Products with warranty stickers intact, not tampered with or removed

Products NOT eligible for claim:

  • Products with expired warranty

  • Products damaged from improper use, such as:

    • Breakage, cracks, bending, burn marks

    • Water damage or moisture

    • Burnt circuits, electrical short, surge damage

    • Modification or repair by unauthorized parties

  • Missing serial numbers or warranty stickers

  • Damage from accidents, drops, or misuse

  • Notebooks/PCs opened or repaired by non-authorized technicians

2. Required Documents for Claim

Customers must prepare the following:

  • Receipt / Proof of purchase

  • All available accessories

  • Clear explanation of the problem

  • Photos/videos showing the issue (recommended)

3. Claim Processing Time

3.1 Company Inspection Time

Processing time varies by product type; the company will notify customers on a case-by-case basis.

3.2 Service Center Inspection

If a product must be inspected by the manufacturer's service center, processing time depends on:

  • Brand workload

  • Availability of spare parts

Note: The Company cannot expedite processing time as it depends on each brand's policy.

4. DOA Replacement

The Company will replace the product with a new unit if the following conditions are met:

Eligible for replacement:

  • Product is faulty upon first use or immediately after unboxing

  • Clear proof of manufacturer defect

  • Claim submitted within 7 days of receiving the product

  • Product is 100% new condition:

    • No signs of use

    • Seals & plastic intact

    • All accessories included

    • Box undamaged

Not eligible for DOA replacement:

  • Signs of use

  • Missing accessories or damaged box

  • Damage caused by improper use

5. Claim Outcomes

5.1 Repair and Parts Replacement

If the service center can repair the product, the Company will return the repaired product to the customer.

5.2 New Replacement Unit (If approved)

  • Replacement with the same model

  • If the model is discontinued → a comparable or superior model may be offered (price difference may apply)

5.3 Claim Rejected

If the product is deemed out of warranty conditions, the Company will return the product along with a written explanation.

6. Possible Service Fees

  • Damage caused by misuse → repair or parts cost may apply

  • Out-of-warranty products → inspection fees may apply

  • Normal-condition products sent for claim → inspection fee may apply

  • Return shipping fee (except DOA or manufacturer defect cases)

7. Company Liability Limitations

The Company is not responsible for:

  • Lost data or corrupted files (customers should back up data before sending items)

  • Damages caused by improper use

  • Components not covered by the manufacturer warranty

  • Delays caused by external service centers

8. Claim Status Tracking

Customers can track claim status via:

  • Company's online platform

  • Customer service phone number

  • Email notifications

Provide the Claim Number or Order Number when inquiring.