Refund policy

Last updated: October 19, 2026

Please review our return, replacement, and refund terms before placing an order. For assistance, contact eshop-crab@realsil.com.cn.

1. Order Cancellations

You may request cancellation before the order leaves our warehouse and before a tracking number has been generated.

Please email us as soon as possible with your order number so we can check the order status.

2. Unopened & Unused Returns

Under our voluntary return policy, you may request a return within 7 calendar days of delivery, provided that the product:

  • Remains in its original, intact packaging.
  • Has an unopened antistatic bag, where supplied.
  • Has not been powered on, soldered, used, or physically modified.
  • Remains suitable for resale.

Return shipping for a personal-preference return is paid by the buyer.

This voluntary policy is subject to the statutory rights described below.

3. Free Replacements

After verification, we offer a free replacement or shipment of missing items for:

  • Confirmed loss in transit: the carrier confirms that the parcel was lost.
  • Incorrect or missing items: the SKU does not match your order, or ordered items or included accessories are missing.
  • Severe transit damage: shipping damage causes physical breakage or detached components, supported by the delivery evidence described below.
  • Failure on first use: an unsoldered, physically unmodified product does not work on its first power-up, and basic troubleshooting with our technical support team confirms that the failure was not caused by incorrect operation.

Please contact us before attempting repairs or modifications.

4. Damaged, Incorrect or Missing Items

Please check your parcel and its contents promptly.

Report visible shipping damage, incorrect items, or missing items to eshop-crab@realsil.com.cn within 48 hours of the carrier marking the parcel as delivered.

Sending your email within this period records your report, even if our team responds on the next working day.

Please include:

  • Your order number and tracking number.
  • Clear photos of the outer carton showing the shipping label and tracking number.
  • Photos of the products and everything received.
  • Close-up photos of any damage, where applicable.

Keep the packaging while the issue is being investigated. If the outer carton is severely crushed or damaged at delivery, refuse the parcel where possible and notify us immediately.

Late reports or insufficient evidence may prevent us from filing a carrier claim. The 48-hour reporting period does not remove any rights you have under applicable law or automatically exclude a valid product defect claim.

If a parcel has not arrived, contact us once its estimated delivery period has passed. A parcel that has not been delivered is not subject to the 48-hour period above.

5. Confirmed Manufacturing Defects

If troubleshooting confirms a manufacturing defect and you do not accept a replacement, you may request to return the affected product for a full refund.

Return shipping for confirmed manufacturing defects: [TO BE CONFIRMED]

6. How to Request a Return

Contact eshop-crab@realsil.com.cn with:

  • Your order number.
  • The reason for your return.
  • Supporting evidence, where relevant.

Please obtain our return instructions before sending the product.

7. Refund Processing

After we receive and inspect the return, we will notify you of the outcome.

Approved refunds will be issued to the original payment method within [INSERT REFUND PROCESSING TIME], subject to any shorter deadline required by law.

Your bank or payment provider may need additional time to display the funds.

8. Exclusions Under Our Voluntary Policy

Our voluntary replacement and return policy does not cover:

  • Damage caused by incorrect operation: reversed polarity, voltage above the specified limit, electrostatic discharge, incorrect soldering, or short circuits.
  • Physical modifications: soldering headers or wires, cutting PCB traces, removing shielding, or similar alterations.
  • Technical difficulties or expectations: requests based solely on difficulty writing code, setting up a development environment, or achieving performance expectations beyond the published specifications.
  • Customer-caused delivery failures: incorrect customer-provided addresses or phone numbers, or failure to complete required customs clearance.

Customer-caused delivery failures do not automatically qualify for a free replacement or refund under our voluntary policy. We will review any available recovery options, charges, and refund entitlement under applicable law.

These exclusions do not override rights relating to faulty or misdescribed products under applicable law.

9. Statutory Consumer Rights

If mandatory consumer law gives you additional or longer cancellation, return, or refund rights, those rights take priority over this policy.

10. Contact Us

Email: eshop-crab@realsil.com.cn

Support hours: Official working days in mainland China, 9:30 a.m.–5:30 p.m. Beijing Time (UTC+8).

Special holiday arrangements will be announced on our website. Please include your order number in any order-related inquiry.