Warranty & Support
If your device is not working as expected, please contact us first — we’ll help you troubleshoot or arrange a replacement if needed.
Dead on Arrival (DOA)
A DOA (Dead on Arrival) item refers to a product that is defective upon first use or fails to function as intended out of the box.
For DOA (Dead on Arrival) cases, customers should contact our customer service at service@arkkvm.com within 7 days of receiving the product.
DOA requests submitted after this period may be handled under our standard warranty policy (replacement or repair).
Special Notes:
The outer packing is broken or out of shape
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Immediately file a case upon the broken package to the courier company and obtain confirmation from the courier (such as a claim record or reference number).
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Send us the pictures of the received items/package with detailed information describing the issue, along with the confirmation and case number so we can verify the issue quickly.
Issues caused by physical damage, improper handling, or external factors are not considered DOA.
Missing item(s), wrong item(s) or incorrect package sent
Please carefully check the contents and the weight of the parcel before signing it. For any issues, please contact us with the information below:
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Email us with your order number and the product name.
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Please send us clear pictures of the outer packaging, the shipping label, the weight of the package, and the item you receive.
Note: Discounted or clearance items may only be eligible for refund or exchange in cases of quality issues.
Please email via service@arkkvm.com and state the following:
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Order Number
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Reasons for Return
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Package photos
Before returning your item, please provide clear photos or videos showing the issue so we can assist you more efficiently.
Important Notice: We ship from multiple warehouses, so returns must be sent to the corresponding warehouse. To ensure a smooth process, please contact our customer service before returning any items. Returns without prior authorization may not be processed.
Have you received my return?
Processing your return usually takes a few days.
After returning the product, please contact us with the tracking number and carrier details so that we can track your return. Once we have confirmed receipt of the product, we will proceed with processing your refund.
When will I receive my refund?
For refunds, we will process your refund within 3–7 business days after receiving the returned item. After this, the refund time will depend on the payment method. Please see below for details:
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Refund timing depends on your payment provider and may take 7–14 business days to appear in your account.
Your return policy states that I have to return the product in its original packaging. I no longer have the original packaging - can I still return it?
Returned items should be in original packaging where possible. Lack of original packaging may affect eligibility for a full refund.
Warranty
One-Year Limited Warranty
ArkKVM offers a one-year warranty starting from the date you receive the goods.
Warranty Exemptions and Notes
The warranty may be void if damage results from disassembly, misuse, or modification, and compensation may not be available.
Customers may still contact us to purchase replacement units or spare parts (if available). Charges will apply based on the original component value, along with shipping fees.
The customer is responsible for shipping the device to our designated after-sales service center in Nanjing, China. After the repair is completed, we will cover the return shipping cost.
The warranty may not apply if:
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Unauthorized modification or alteration that results in damage
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Use the device in a way that it is not originally intended for
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Continue to use the item once a fault occurs and causes more damage
All returns must first be authorized by ArkKVM's Support Team prior to return. Please kindly refer to the following steps in " How to a request warranty" below. For incomplete warranty requests, ArkKVM reserves the right to refuse any compensation. If the customer has returned the package without prior authorization, sends it to the wrong address, returns an incorrect item, or submits an empty package, then again ArkKVM reserves the right to refuse any compensation.
How to Request Warranty Service (return, repair, and refund)
Please first submit a Ticket to our customer service (Email: service@arkkvm.com) with the information below:
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Describe the problem with your item in detail: What happened? When? How?
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Please also state your full order number and product name.
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Tell us what steps you have already taken to resolve the issue.
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Send a clear photo or video showing the defect(s); these should be taken under good lighting.
Our after-sales team will review your case and respond as soon as possible. Depending on the issue, we may offer troubleshooting, repair, replacement, or refund.
