ETOREN

Hello Sidney RC, We understand that the resultant proposal may not be be the best solution for you. It is always inconvenient when the item you have has a issue. However, to be consistent in our service to all customers, we apply the set warranty policy as we have shared with you. The same information on Warranty, repair, refunds are kept published on the footer of our store. The item in question is diagnosed as irreparable and the next resolution is to offer replacement unit. However, as it is an older model, all variations of the same model were discontinued and there was no option of direct replacement. The refund amount according to our store policy was then applied immediately to complete compensation to you as soon as possible. We then received your communication that you would have liked a different item as replacement, but it was not in stock at the moment our team checked on the option. Regards to service location, the item you have selected is a limited country release Tencent version, (not available in EU). As such there were no suitable service location to direct to and has to be sent to Singapore. We believe in offering the best prices on our items and hassle free VAT included delivery to EU. Our margins are very limited to give further discounts, we apologize that we were not able to give further discount as requested.

Hello Saba, We source our products from different countries in order to get/offer the best prices (even VAT included to EU). There might be some minor difference in accessories supplied vs the item available in your home country and we explained them in our site under this URL. https://www.etoren.com/pages/international-products I have checked and the item you ordered is a US version, and we have included a EU adaptor with your item. Actually Manufacturers are now starting to exclude plugs as they are easily available and can be inter used. So we focus our top priority to offfer attractive prices for customers, given difference in plug, it is still a very good compromise.

Dear Juanse Marti, Your order was processed immediately and loaded onto container for import to Europe, hence we were unable to pull the parcel out. We have not sent a tracking at that moment but parcel is already bound for your address. We do the importation to EU so that our customers do not have to deal with import/VAT etc.. The Estimated delivery date provided to you for your order is Sep 10 - Sep 17, we noted that final delivery is Sep 21,(2 working days delay). We try to provide the best estimate as possible for delivery dates but please note they are not delivery date guarantee or datelines set. There are factors in shipping that we cannot control (customs, courier schedule etc) but we always want to do our best to complete delivery soonest. The plug is original factory supplied and dependent on the source of your item, we source our products from all over the world to get the best prices and also products not launched in some countries. In these cases, we do not swap the original plugs and they may not match yours. However, we do include a adaptor accordingly. Finally, Information regards to shipping dates, plug type (international products) and cancellation policies are actually provided on our website. You can check them at footer of homepage for more information of above explanation.