Return Policy

Thanks for choosing iFREE GROUP. Whether you are purchasing products on iAPP or the iFREE GROUP official website, we want to make sure you have a pleasant experience. As with any shopping experience, there are terms and conditions that apply. Please be aware that by placing an order or making a purchase at iFREE GROUP, you have agreed to the terms and conditions set forth below. If you are not completely satisfied with your purchase, you may return the item(s) as outlined in the return conditions.

Product Properties

The return process for iFREE GROUP products will be different according to their nature. Please note that our products can be divided into the following types:
1. Communication Products, such as SIM cards: The specific characteristic of this type of product is that it is small in size, can be used right after plugging in and can be easily lost. In case of damage and data loss, do not bend or scratch the SIM card, and keep them in a clean place to avoid contact with dust, water, and chemicals.
2. Electronic Accessory Series, such as Power Banks and Portable Wi-Fi routers: The Power Bank can serve the function of a power reserve to charge devices and is convenient to travel around with. Such products are highly compatible, therefore they must be used and stored properly. Do not drop the Power Bank or allow it to be exposed to water.
3. Zengo Health Product Series, such as Zengo Waistband: The Zengo LED Lightwave Treatment Waistband uses lightwave to relieve waist pain and is convenient to travel around with. These types of products can be used directly on the skin, and therefore must be kept clean and prevented from the build-up of dust.

Return Conditions

1. Applicants applying for return must complete the whole return process within 14 days of receiving your product. If the product is returned within that time period, we will provide an exchange or refund to your original payment method.
2. Before returning your item(s), you must contact our customer service team to inform the reason for return. After approval, please follow the return instructions. If you ship the item(s) back without contacting us we will not be held responsible for any consequences.
3. If you are applying for a return, you must keep the original invoice, receipt, and original packaging as proof for us to process your return.
4. iFREE allows reasonable usage and testing methods. If any damage is caused during the process of testing or is caused by improper use, we have the right to charge you for any loss in value to the goods as a result of your damage.
5. If you use any iFREE GROUP Services (e.g. calls, texts, or data) during the return processing period, you will be charged respectively.
6. If you return a product to us, you must include the product itself along with its' original packaging and collateral material. This includes accessories, manuals, and any free gifts or bonus items supplied with your purchase. If anything is damaged or missing, you may be charged as outlined on our price list during your return process.
7. If you need to return any electronics or telecom products, you must ensure they are packaged separately with proper care. If you have already opened the package, please pack the item securely to ensure it is returned in its’ original packaging.
8. During the return process, please ensure you have sent the correct item to the correct destination. If you send us the wrong product or if the product gets lost during delivery, we will not be able to process your return request and you will still be charged in accordance with our original agreement.
9. Shipping charges on returns are non-refundable. Items shipped and paid for by Cash on Delivery may be charged separately.
10. When submitting the return application, please submit the correct tracking number of the product(s) you are returning to avoid any delays during the return process.

Refund/Exchange Procedure

1. Contact Customer Service Team: Please contact our online Customer Service Team within 14 days of the date you receive the product. You can proceed to the next step once you receive our Team's refund approval.
2. i) Offline purchase: If your product has been purchased at one of our physical stores, please contact the store directly and follow the refund instructions.
ii) Online purchase: If your product was purchased at the iFREE Online Store, you can return it along with the original packaging to the designated address within 5 days of the date you have received the refund approval from our Customer Service Team. You are required to afford the cost of return shipping and iFREE GROUP will afford the delivery cost of the replaced product.
iii) Once we have received the returned product and packaging and confirm that they meet the aforementioned conditions, iFREE GROUP will issue the refund to your account within three to five working days via the original payment method.
iiii) Once we have received the exchanged product and packaging and confirm that they meet the aforementioned conditions, iFREE GROUP will ship you a replacement of the exact item within 2 working days.

Reasons for Return Rejection

1. iFREE GROUP follows return procedures strictly to protect the interests of consumers. Any returns that have not received approval will not be processed.
2. Items that do not comply with the return policy (such as the product not in its’ original form or functionality, or returning an incorrect product), and is merely an item as a gift is not considered eligible for returns.
3. If you send us a product that does not belong to iFREE GROUP, or if the product is lost during delivery, no refunds will be made.
4. When the product arrives for refunds, if there is obvious damage caused by person(s) and is not in re-saleable condition, the refund process will not be considered. iFREE GROUP reserves the right to refuse a refund.
5. We reserve the right to refuse item return or exchanges that do not comply with the time period of return as mentioned above in Return Process.

Final Note

These policies are in addition to consumer‘s statutory rights. For more information on consumer’s statutory rights, please contact your local government authority. If there is any violation of other terms of service, the refund policy will not be applicable.


感谢您选择使用iFREE GROUP产品。无论您是在iAPP或是iFREE GROUP官网上购买产品,我们都想使您在了解、购买及评价我们的产品时能获得更好的体验。 和任何其他购物时一样,您进行购买时需要遵守相关条款。因此,请您务必注意,您一旦在iAPP或者iFREE GROUP官网下订单,即表明您同意以下条款。我们尽全力为您提供满意的服务和高质量的产品,并希望您能给予我们肯定。然而,我们也理解有时候我们的产品与您的预期有所不同,如您有如此想法时,请知悉以下与产品退货相关的条款。


因iFREE GROUP销售的产品种类、性质不同,退货时须按照不同产品性质分别处理。iFREE GROUP产品可分为以下三类,请知悉:
1. 通讯类产品,如SIM卡等。此类产品一般体积较小,即插即用,拆卸后不易保管。使用时请勿将卡弯曲,以免造成卡片故障,数据丢失。保持金属芯片清洁,避免沾染尘埃及化学物品。
2. 电子配件产品,如充电宝和随身WiFi。充电宝集储电,升压,充电管理于一体,方便易携带。随身WiFi采用进口高密度电芯,机身小巧。此类产品兼容性强,使用和存放应注意防摔和防潮。
3. Zengo系列保健产品,如腰带等。Zengo光波精准腰带通过光波改善腰部酸痛,产品轻便易携带。此类产品使用过程一般直接接触人体,使用时请保持清洁,避免沾染灰尘等。


1. 退款申请人必须在收到产品的14日之内联系客服提交退货退款申请,方可退货。如果产品在前述时间期限内退回,我们将对其进行更换或以您的原始付款方式向您退款。
2. 退货之前请务必先与客服联系,描述退货原因,然后根据提示进行退换货, 若未经联系自行寄回,导致产品遗失等后果,我们概不负责。
3. 退货申请人需要保留原始发票、收据以及原始包装等作为退货凭证。
4. iFREE产品接受任何合理的使用以及检测方式。但如果过程中造成损坏或者因使用不当造成损坏,我们有权利要求您支付产品的损耗费用。
5. 在退货周期内若您使用了任何第三方提供的服务,如拨打电话、发短信或者使用流量, 需要支付相关费用。
6. 退货申请人必须将产品连同外包装以及任何使用说明手册以及配件、设备附带的免费赠品一起退回。如果有遗失或者损坏,我们将根据价格表在退款中扣取。
8. 请在退货过程中小心保护好产品。如果退款申请人送错了产品或者产品在中途遗失,我们将无法处理退货请求,并且继续按支付协议中的规定进行收费。


1. 联系客服:请在签收日起14天内联系在线客服,经审核确认,取得退换货资格。
2. 1)线下门店购买:如果您的产品是从线下门店购买的,请您联系该门店按流程退换货事宜。
2)线上购买:如果该产品是您在本商城购买的,取得退换货资格后,请在5天内根据客服提供的地址将产品原封寄回。退换的过程中,您需承担寄回的运费,iFREE GROUP则承担重发该产品的运费。
3. iFREE GROUP收到退货产品并确认产品及相关物件完整无损后,将会在确认后3-5个工作日内将款项原路退回您的账户。
4. iFREE GROUP收到换货产品并确认产品及相关物件完整无损后,将会在2个工作日内安排重发该产品。


1. iFREE严格执行退货流程,这有助于维护消费者的利益。一切未经客服确认的退货,不视为正式的退货执行,iFREE将不做退款处理。
2. 一切不符合退款流程的操作,如未完整将产品退回,或非商品本身,而仅是随单附赠的其他物品或礼品则不视为完整的退货执行,iFREE GROUP将不做退款处理。
3. 若用户因失误退回不属于iFREE GROUP的产品或者邮寄途中产品遗失,此类情况不属于退货成功执行,iFREE GROUP不做退款处理。
4. 产品送返后若发现有明显的人为损坏痕迹,并影响二次销售,不属于退货成功执行,iFREE GROUP有权不做退款处理。
5.超过退换货办理时限的商品,iFREE GROUP有权不做退款处理。


此退款政策不会影响消费者的任何法定权利。有关消费者的法定权利的更多信息,请联系当地的权威贸易标准部门获取。 如果有违反其他服务条款与政策的情形,退款政策将同样不适用。