Warranty Policy for Amazon¶

When the customer purchase our product from Amazon, there are 2 types scenarios - FBA & FBM.

FBA (Fulfilled by Amazon)¶

Amazon is responsible for the shipment of the product, not PG.

You can verify if an order is FBA by checking for a 'FBA' tag in SKULabs (SKULabs Operation). For such orders, you will not see the TRK# in SKULabs, since it's fulfilled by Amazon, not our warehouse.

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Regarding the warranty, please verify if the user is in our Service countries & regions (which is the same as Countries we ship to).

If the user is in our service regions, and the order is within 30 days since delivery, ask the user to contact Amazon for DOA (replacement).
If the user is in our service regions, and the order is outside 30 days since delivery, proceed with regular RMA (Non-US).
If the user is outside our service regions, ask the user to contact Amazon for DOA/RMA.

FBM (Fulfilled by Merchant)¶

PG is responsible for the shipment of the product (from our warehouse), not Amazon.

If you don't see the 'FBA' tag in SKULabs (SKULabs Operation), instead you see the tag for the warehouse (like shown below), you should also be able to find the TRK# for the order in SKULabs, as it's fulfilled by our warehouse.

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Regarding the warranty, please proceed with regular DOA/RMA.