I am currently living in Switzerland and I purchased a keyboard (73.38CHF, 1CHF is roughly 1$) with USB-C adapter (2.06CHF) about a month ago, and paid express shipping (which was written 3-5days but it took over 9 days to deliver) fee around 15CHF. At the day of delivery I Immediately noticed that +,= key is not working. (Took a video of it as banggoods suggested and posted on Youtube) Hence I contacted banggood as suggested in their post purchase support, (which is not direct e-mail) but did not received any response for few days so I did it again, and still did not get any response. Therefore I sent direct e-mail and they replied. It was at December 11th and still going on. I post every e-mail just to note (except names and greetings). It will be long, so you can skip it : Banggoods: In this case, to resolve this issue, would you accept to receive a refund CHF20 and you get it repaired? For any other idea, please let us know. We will do our best to find the best possible solution for you. We hope for your understanding on this matter and look forward to receiving your reply. Me: Thank you for your reply. I would like two options : 1. Full refund, or 2. New product. I don’t want to get it ‘repaired’ since it was broken from the beginning. Thank you. Banggood: We are sorry that we cannot make a full refund for the broken key. Me: I refuse to get it repaired since it was not functioning from the beginning. You sent me the malfunction product and according to 7 Days DOA product Gaurantee, if one of my items are damaged, then you have duty to refund or replacement. Best, Banggood: Sorry for the inconvenience caused. We would like to arrange a return for you. Please check the shipping fee at local post office and choose a shipping method that has tracking number and costs no more than 20USD and we will pay for the shipping fee. The returning address will be Dongguan, Guangdong Province in China. After you check the information, we will inform you the instruction about the how to return the item and refund you SFr73.38 after the package is delivered. Thank you for you cooperation in advance. Me: Thank you for your reply. Just to clarify, 1.what if there are no shipping methods available that cost under 20 USD with tracking number? 2.what is specific returning address? 3.The refund amount does not include shipping fee that I originally paid even though the reason of return is product's failure? (In this case, I prefer replacement instead of refund) Thank you. Best, Banggood: Dear Customer, Thanks for your email to notify us of the difficulties you have been experiencing with our shop recently. We are very sorry for such destabilizing encounters you have been faced with. One of our strengths is the way we respond to our customers promptly. We fully understand the inconvenience caused. Hopefully, we will provide you further solution within 48 hours due to the weekend. If by any chance you failed to receive response from us, please feel free to contact us again for further solution. Please accept our sincere apology for the difficulties we have caused you. Our aspiration is to keep you as one of our most valued customers, and we hope to serve you better in subsequent times. Thank you for your patronage. Then banggood did not give any response for 4 days, hence I sent a new email : Me: Good evening, I haven't get any further notifications on my issue yet, how is it going? Thank you, Banggood: In this case, to resolve this issue, would you accept to receive a refund CHF30 and you try to fix the problem at local area? Me: Good morning, As I already mentioned, I will refuse any kind of 'fix' solution since it was broke from the beginning, and as presented in 7 Days DOA product guarantee, I have right to get either 1.Product replacement, or 2.Full refund. I hope this will not make you confused, and it seems like we are having similar conversation over and over again, I want to note that whoever taking charge of this issue, please read the e-mails beforehand. My point is : 1.You should proceed full refund including the shipping fee, or 2.You should send me the replacement. Thank you, Banggood: In this case, to resolve this issue, would you accept to receive a refund CHF45 and you do not need to return the item for us? Me: No, I will not. Banggood: Sorry that we can only refund you CHF45 as the item is not returned back. Me: You haven't reply to any of these questions that I have asked : 1.what if there are no shipping methods available that cost under 20 USD with tracking number? 2.what is specific returning address? 3.The refund amount does not include shipping fee that I originally paid even though the reason of return is product's failure? (In this case, I prefer replacement instead of refund) So what I can suggest for you is : replacement, and banggood pay every shipping fee involved according to 7 days DOA guarantee. If you refuse my last proposal, which you have duty to proceed, then I will contact consumer projection in Switzerland, and try my best to find my own right as costumer. Thank you. Best, Banggood: This is the full address for you and pleaese be noted to choose a shipping with tracking and send us the tracking number after you ship it: If the shipping fee is over USD20, you need to pay for the extra amount. --- --- ADD: No.27,Si Li South Road,Daping Village,Tangxia Town,Dongguan City,Guangdong Province,China 523721 Mobile:-------- Me: You don’t refund shipping fee that I have already paid? Banggood: We can just cover USD20 for the shipping fee and refund you SFr73.38 after the package is back into our warehouse. Me: Why you don’t refund the original shipping fee even though this refund’s responsibility is upon your company? Banggood: So do you want to return the itemwe cover the returning shipping fee USD20 already) or you prefer a refund CHF45 and keep the item? Me: You did not answer my question. Why you don’t refund original shipping fee? Banggood: We cover the returnning shipping fee for you so we can only refund you the product price only. Me: Of course you cover returning shipping fee, but my question is, why you don’t pay back the original shipping fee that I have already paid since this refund is due to your responsibility. Banggood: The order contains two items. If it just has one item, we can refund you the shipping fee. So the point is whether you return the item or not. Me: It is obvious from the price ratio that I proceeded this order due to the keyboard. However, if your will is that, then I request replacement of item - send me a new working product. So this is end by far, and no issue is ongoing. To sum up, I had customer experience with banggood such that : - Dysfunction product, - Ignorant (perhaps their employees does not read e-mail from customers since they are native Chinese) customer contact reply, and - Irresponsible after service. Since all Chinese distributors I have experienced have similar attitudes, It was my mistake to take such a risk again. I hope anyone who considering deal with banggood can get some hint from my case.