Refund, Resend and Returns Policy
We offer a quicker dispute solution and will appreciate it a lot if you provide:
- The item
- Proof of purchase
- Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please send a video.
1. Except the important interpretation, we will make Refund, Resend, or Accept the Return for any of the following cases:
Orders lacking tracking information, in transit, pending, expired 60 days after orders departed from our warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders departed from the warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from the warehouse due to the strict customs clearance at Brazil.
c. For China Post Registered Air Mail and CJ liquid direct line to all countries, we will deal with your dispute for delayed orders after 100 days counting from the date that order departed from warehouse.
d. For some special shipping methods, we cannot deal with your disputes. (See the following important interpretation)
Notes:
Sometimes, the order has arrived at the nearest post office to the buyer and makes it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.
2. Orders not Received.
We will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If you do not receive the package, a non-delivery certification issued by the local post office with official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, you need to pick up the package by yourselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, we take no responsibility if products have been lost.
b. If the logistics company provides return service to China, we will put the products in your private inventory and will not refund them when we receive the returned items.
c. We cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
3. Damaged Products.
We offer a full refund or a replacement if packages arrived badly damaged.
We offer a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, we cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary products, you can complain or open a dispute with us within 5 days after packages are delivered.
d. For electronic products, you can complain or open a dispute to us within 10 days after packages are delivered.
4. Incorrect or Missing Products.
We have a strict quality control process before products are dispatched. We will deal with incorrect or missing products as follows:
a. For incorrect products, we offer a full refund or replacement.
b. For products with wrong color, size which doesn’t affect product function, etc., we offer a refund or resend if you provide information about your purchase.
c. For parts missing which doesn’t affect product function, we may refund partially or resend the missing part; for parts missing which affect product function, we will resend the product only.
d. For accessories, we will resend the accessories.
Notes:
For size problem, we will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.
5. Orders Cancellation.
For orders cancellation, we offer a full refund before products been processed by warehouses. But things may be different for following orders:
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, private inventory orders cannot be canceled as it is special products and only available for you.
c. After payment, video and photo orders cannot be canceled as we have planned and prepared for you after payment.
Important Interpretation
1. Force Majeure.
We take no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, we will notify you as soon as possible.
2. Shipping Method Limits.
Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. We list those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL, Turkey Post, Swiss Post, Electric PostNL to USA, UK, Canada, Australia, South Africa, Brazil, the overseas territories and overseas island areas.
Notes:
For DHL, CJPacket Fast Line, CJPacket JL Express, CJPacket Thailand, the remote addresses will be charged additional cost.
3. Destination Limits.
Due to limited international transportation, we will not accept any disputes when orders are shipped to the following countries:
Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana.
4. Return
Products can be returned to our China warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
a. Please liaise with our team on how to return the products.
b. Please return products within 10 days after receiving products.
We always try to offer the best service. If you have any other questions, please feel free to Contact us on support@woodensimplethings.com