FAQ

Shipping

How long is the delivery?
For standard delivery, 6-10 business days (does not include Sat and Sun and Public Holidays).

Will I receive tracking information?

Where tracking is available, we will send tracking details by email once your order has been dispatched.

Can I pick up from your store?

No. We don't offer a collection service. Our delivery is timely and trackable.

Why hasn't my tracking information updated?

We use third-party logistics to send your parcel. It takes a few days for the tracking information to update on the carrier's end (such as Royal Mail) once the parcel is handed over. If your tracking shows as "pending" or "being prepared," please hold on for a few days and check again. 

What if I miss a delivery?

The courier will:

Leave a delivery card and send you a text to let you know the delivery was missed.

Usually try to deliver again the following day. Or you can follow the instructions on the delivery card to rearrange another delivery date at no extra charge.

Possibly deliver to your neighbours. In this case please see the delivery card left for you.

Are there any reasons why you cannot deliver?

Unfortunately, there will be times when we’re unable to deliver or install a product if it’s unsafe for our trained engineers to do so.

In this unlikely event:

We’ll tell you why.

We’ll let you know if any remedial work is needed for us to deliver your product.

We’ll reschedule the visit if possible.

What if the item I want is out of stock?

Sorry about that. Our most up to date information is on the website, so use this to check availability. With certain items, you may be able to place your order, we will update you after 7 days if the order has not already been sent to you. You can also select to be emailed when the product is back in stock.

Do you ship to PO Box addresses?

No. All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.

Do I need to sign for my order?

All orders being delivered within the UK require a signature upon delivery. Please ensure you enter the delivery address where someone will be present to sign for the delivery.

Can someone else sign for my shipment?

Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

Can I ship to an alternative address?

You can choose to get your orders delivered to an address other than your billing address. Just enter this address during the checkout process. We are unable to change the address once the order has been placed.

Will I need to pay duty on my delivery?

Orders shipped to United Kingdom will not charged by any duties. Orders shipped to certain countries will have Duty and Customs charges added to them at the point of entry to the delivery country. This isn't a price we are able to advise on or take responsibility for. Your local Tax Office will be able to offer further advice on these charges.

How long is the delivery?

For standard delivery, 6-10 Business Days (does not include Sat and Sun and Public Holidays).

Refund

How do I return the order?

We offer a generous grace period for immediate cancellations. If you change your mind within 8 hours after placing your order, your cancellation and refund will be auto-approved. The full amount will be returned automatically to your original payment method.

If the 8-hour window has passed, you still retain your statutory right to cancel your order within 14 days of receiving your item. However, you must contact our customer service team to request and approve the refund. Once approved and you have notified us of your cancellation, you have a further 14 days to physically dispatch the item back to our designated return address.

Please refer to our Return & Refund Policy for more information.

Who will be responsible for the return logistics fee?

Seentat will be responsible for the logistics fee for returning the faulty items and the items that are sealed but damaged on arrival. Customers pay first, and we will reimburse the logistics fee after tech inspection.

For purchases that are returned due to a change of mind and items not as expected, customers will be responsible for the transportation fee.

*If the original packaging has been unsealed, a deduction of up to 30% of the product value may apply to reflect diminished value, with a minimum deduction of £30 per order.

*Returns must be made with tracked service. Tracking numbers and photos for returned parcels should be provided to Seentat once parcels are sent.

*Seentat is not liable for any return lost in transit.

Where is your return address?

If you need to return an item, please contact us first before sending anything back. We do NOT accept any returns without prior approval. We work with third-party partners for inspections and logistics, so the return address may vary depending on your order. Do not send any returns directly to our company's registered address, as it may delay the entire return, inspection, and refund process—we’ll provide the correct return instructions once your request is authorised. 

What condition must returned items be in?

Returned items should be sent back in a clean, complete, and resalable condition, with all original packaging, accessories, manuals, cables, batteries, chargers, and any free gifts included. Please take reasonable care of the goods while they are in your possession.

Are any items excluded from change-of-mind returns?

Certain items may not be eligible for return if they are sealed for hygiene, software, licensing, activation, or security reasons and have been opened or used. Any product-specific exclusions will be shown on the product page or in our returns policy.

What happens if I return an item with missing accessories?

If accessories, chargers, cables, manuals, packaging, free gifts, or bundled items are missing, we may reduce the refund to reflect the missing items.

When can I receive the refund?

Once your return arrives at our warehouse, it can take up to 3–7 business days to process (processing times may be longer during the busy October–December season). Once the return is confirmed and processed, the refund will be issued. If you choose a credit note, it will be issued to your account immediately. If you choose cash, please allow an additional 10 business days for the funds to show in your account, depending on your original payment method and bank.

Payment

What payment method do you accept?

We accept major credit and debit cards, including Visa, Mastercard, and American Express; PayPal, Apple Pay and Google Pay.

Do you accept instalment payments?
Sorry, we do not currently accept.

Who is responsible for the transaction fee?

Seentat is not responsible for any fees or charges imposed by your bank, card issuer, or payment provider.

When will I be charged?

Payment is usually taken when you place your order. If there is a problem with stock availability or order verification, we will contact you as soon as possible.

Is your store safe to pay?

We use industry-standard security measures to safeguard your payment and personal information. All transactions are processed through secure payment platforms using encryption, and our website is protected by SSL encryption to ensure the security of data submitted during checkout.

Will I be charged import charges, VAT or any other fees?

No. Our prices are the final cost to you. Even if items are sent directly from our HK warehouse you will not be billed for any additional charges. We adopted this scheme to ensure a smoother and easier transaction for our customers.

Warranty

How long is your warranty period?

We provide a standard 1-year warranty

Do you have local tech support in UK?

Yes, we do. If you find your product has quality issues, please contact our customer service, and our local tech team will check it.

What is the scope of warranty coverage?

Covered:

Manufacturing defects

Faulty parts or components

Electrical or mechanical failure under normal use

Software or firmware issues caused by the manufacturer

Dead-on-arrival products

Battery or charging defects, sometimes with a shorter coverage period

Repair labor and replacement parts

Sometimes replacement or refund if repair is not possible

Not covered:

Accidental damage, such as drops, cracks, spills, or impact damage

Water or liquid damage, unless the warranty specifically includes it

Misuse, abuse, or improper installation

Unauthorized repair or modification

Normal wear and tear

Cosmetic damage, such as scratches or dents

Loss, theft, or missing accessories

Damage from power surges

Consumables, such as batteries, cables, filters, or bulbs, unless stated otherwise

Do I need proof of purchase for a warranty claim?

Yes. Please keep your order confirmation or receipt, as this may be required for warranty support, repairs, replacements, or manufacturer service claims.

How do you handle repairs?

If your item is under warranty, we will first ask for photos/videos of the defect and the packaging. And you will be asked to ship the item to our local tech club for inspection. If the issue is covered by warranty, we will repair it. If we can’t repair it, we will provide exchange or refund in pro rata. 

Product

• Mobile

Does the mobile phone support the UK network?
Most of the mobile phones we sell are international versions, supporting the 4G and 5G bands of major UK telecom operators (such as EE, O2, Vodafone and Three). If you need to confirm, please provide the model, and we will be happy to help check compatibility.


Does the phone have Google services pre-installed?
Unless otherwise stated, the Android phones we sell are pre-installed with Google Play services and common applications, which is the same as the models sold in the UK.

Can I use Samsung Pay if I buy an international model?

Unfortunately, No. But the Samsung phones of international models can well support Google Pay and PayPal. Samsung Pay is only available for the UK model.

Does the phone support dual SIM?

Dual SIM support varies by model and region. Some phones support two physical SIM cards, some support one physical SIM and one eSIM, and some are single SIM only. Please check the product description.

Are your smartphones unlocked?

Unless stated otherwise, smartphones are sold as unlocked for use with compatible networks. Please check the product page for confirmation.

• Tablet

Does the tablet support Google Play / App Store?
Android tablets support Google Play, Apple iPad supports App Store, and both can download common applications normally.


Does the tablet support SIM card Internet access?
Depending on the model, we sell WiFi version and LTE/5G version. If you need mobile Internet function, please purchase the version that supports SIM card.


Can a tablet be used for video conferencing or online classes?

Of course, all tablets support applications such as Zoom, Google Meet, Microsoft Teams, etc., which are suitable for learning and work purposes.



 

• Camera

What types of cameras do you sell?

We sell a range of cameras and camera-related products, including digital cameras, mirrorless cameras, DSLR cameras, compact cameras, lenses, accessories, memory cards, and selected photography equipment. Product availability may vary, so please check each product page for the latest details.

What should I check before buying a camera?

Before buying, we recommend checking the camera type, lens compatibility, sensor size, video features, autofocus performance, battery type, memory card compatibility, included accessories, and whether the product is suitable for your intended use, such as travel, portraits, vlogging, sports, wildlife, or professional work.

Can you help me choose the right camera?

Yes. If you are unsure which camera is right for you, please contact our customer support team before placing your order. Please tell us your budget, experience level, and intended use, and we will do our best to recommend suitable options.

Can you provide photography advice after purchase?

We can help with basic product guidance, setup questions, and compatibility queries. For advanced photography training or professional technical support, we may recommend referring to the manufacturer’s manual or specialist resources.

Are memory cards included?

Memory cards are only included if listed in the product description or bundle contents. If a memory card is not listed, it should be purchased separately.

Are lenses included with cameras?

A lens is only included if the product is listed as a kit or bundle that includes a lens. If the listing says “body only”, the camera does not include a lens.

How do I know if a lens fit my camera?

Lens compatibility depends on the camera brand, mount, sensor format, and sometimes firmware. Please check the lens mount and camera model carefully before ordering. If you are unsure, please contact us before purchasing.

• Laptop

What should I check before buying a laptop?

Please check the processor, RAM, storage, screen size, screen resolution, graphics card, operating system, keyboard layout, battery life, charger type, ports, warranty, and whether the laptop is suitable for your intended use.

Are your laptops suitable for UK use?

Most laptops we sell are suitable for UK use, but global models may include a non-UK plug or international keyboard layout. Please check the product page for details.

• Headphone

Can the Bluetooth headset support iPhone / Android?
Yes, our Bluetooth headset supports iPhone and mainstream Android devices. Just turn on Bluetooth pairing to use.

Does the headset have a noise reduction function?
Depending on the model, we sell headsets that support an active noise reduction (ANC) function. If necessary, please check the product description or contact us for recommended models.

Are the headsets waterproof?
Some models have IPX4 to IPX7 waterproof ratings, suitable for daily or sports use. Please check the product description or check with us before purchasing.

• Gaming

Can the game console be set to an English interface?

Yes, all game consoles can be freely switched to different languages, including English, after turning on.


Does the game console come with games? Is it genuine?
All game consoles are original and genuine, and some models come with games. Please refer to the product page for details.    


Can I Use a Hong Kong Nintendo Switch and Game Cartridges in the UK?
Yes. Nintendo Switch consoles and physical game cartridges are region-free, which means:
        - A Hong Kong version Switch console works perfectly in the UK
        - A Hong Kong game cartridge (e.g., Mario Kart 8 Deluxe) can be played on any Switch, anywhere


How to Check the Game Cartridge Region
Please look at the product code printed on the back of the cartridge (e.g., HAC-XXX-XXX):    

Suffix	Region
CHT	Hong Kong / Taiwan (Traditional Chinese)
JPN	Japan
USA	United States
EUR	Europe (UK, FR, DE, etc.)

**Important limitation:
You must purchase DLC from the same eShop region as the game cartridge.


How to Download Global DLC While in the UK （e.g. HK)?

Use a Hong Kong Nintendo Account

1. Create a new user on your Switch (e.g., “HK User”)
2. Go to accounts.nintendo.com and create a Nintendo Account
3. Set the region to Hong Kong
4. Link the account to your new user profile
5. Access the Hong Kong eShop with this account. Purchase and download the DLC (e.g., Booster Course Pass for Mario Kart 8 Deluxe)
6. Once installed, the DLC will work for all users on your console.

• Others

Where are the products from?
We have a global sourcing team from the UK, Germany, the US, Hong Kong, and Japan etc (some features may differ).

Are your products brand new and genuine?

Yes, we only sell brand-new, genuine products. 

What does “global model” mean?

A global model is a product manufactured for sale in an international market. It may have different packaging, plug type, pre-installed apps, warranty route, keyboard layout, model number, or regional software compared with a UK retail version. Please check the product page carefully before ordering.

Do I need to keep the box?

We recommend keeping the original box and packaging during the return and warranty period, especially for high-value electronics. This helps protect the item if it needs to be returned.

Others

Why are your products so cheap?
We believe in complete transparency, so here is exactly how we maintain high-quality standards at significantly lower costs:

1. Global Merchant Sourcing: We bypass traditional supply chains by partnering directly with professional global merchants. This allows us to source our inventory globally in very large quantities to guarantee the best value.
2. Optimized Logistics: We leverage a well-established, highly efficient delivery network to minimize transit overheads and pass those savings directly to you.
3. Direct-to-Consumer: By selling directly to you through our online store, we eliminate the middleman. This means there are no expensive physical retail markups and no hidden channel fees.
4. High Volume Model: We operate on a strict "Low Profit, High Volume" philosophy. Because our products are already priced at the lowest possible margin, we ensure our catalog remains highly affordable for our customers without compromising on quality.

Why do you open the box before shipping?
We only open the box for specific models that require verification or testing before shipment. In some cases, a random quality check may also be conducted to ensure that every product meets our high standards. During these inspections, our team carefully checks the product’s condition, model, and specifications to confirm compatibility and authenticity. Please rest assured that all checking and packing processes are fully recorded, and the product remains brand new and unused. The box may be opened for inspection purposes only, and every item is guaranteed to be 100% original and new.

How do you deal with false or malicious accusations online?
We value honest feedback from our customers. However, we will not tolerate false or malicious accusations on the Internet. We reserve the right to take legal action against anyone who spreads lies or defames our reputation.

What if I want to buy something not listed on your website?

We would be delighted to help. Please email us with your request and we will look to source this for you and email you a quote.