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Return's Policy

Returns and refunds are classified by the following categories:

(I) Item Not Received, (II) Invalid tracking number, (III) Item Not As Described, and (IV) Received well but need to return

The following conditions apply for all return and refund requests.

Return & Refund Requests:

You can request a ‘Return & Refund’ within the following time frames based on the shipping method that was used.

  •  Within 7 days of delivery of your package  shipped via UPS, FedEx, TNT, DHL , USPS,EMS etc..
  •  Within 15 days of arrival at your port , if your package was shipped via Ocean Freight .

 


Buyer Dispute Cases

Buyer’s can open a Returns Request through the Returns Manager from “My Account” Page. Evidence and expected solutions are required when buyer is making a return & refund request for Item(s) not as described. Sellers have to respond to buyer’s request within 10 business days from the date the buyer has opened a request.

If the seller fails to respond to the buyer within the time frame agreed, this will lead to the system automatically issuing the buyer with a refund.

In case the Seller declines the Returns request, and the dispute remains. Eximbox will try to resolve the issue acceptable to both parties concerned.  Eximbox’s decision will remain final.

The Eximbox Resolution Center will provide a solution to the buyer’s case within 15 business days of the date the dispute have been received by Eximbox Resolution Center.

Evidence is required to be uploaded through the system when the returns reason is  “Item not as described”, or the system will automatically release payment to the seller 3 days later due to lack of evidence. The seller is required to upload evidence for Items “Not Received” cases, or the system will automatically issue the buyer with a refund.

If an order has been completed and payment has been released to the seller, the buyer will not be able to open an after-sale dispute . For all  products, such as underwear, wedding dress, etc., dispute cases should be opened within 7 days from the date the buyer receives the item(s). This also applies for a Return & Refund case before the payment release.


Eximbox resolution center will commence arbitration in accordance with the terms set forth by the seller. This applies to any Return & Refund requests from buyers, unless there any outstanding after-sales service terms previously set-forth by the seller. If there have been any terms set-forth by the seller in the after-sales service terms, then Eximbox resolution center with determine the outcome based on any discrepancies on the sellers’ terms.

If buyers wishes to return the item(s) for any reason, this should be subjected to seller’s after-sale service terms including custom-made & personal items such as underwear, wedding dress, etc. Eximbox Resolution Center will commence arbitration based on both the after-sale service terms and actual dispute case.


I. ITEM NOT RECEIVED

Status: In transit

If the item(s) is currently being delivered and shows as “still on the way to the delivery address”, it can be classified as “Item not received” in the following circumstances:

• Delivery is delayed and there have not been any status updates from the shipping carrier for over 15 days;
• Items are held at one location such as with the shipping carrier or sorting facility for over 15 days.

You can request a “Return & Refund” only after the expiry of the seller’s promised date of shipping your item(s). Eximbox Resolution Center will commence arbitration based on seller’s promised date and the actual shipping status after a Return & Refund request is successfully made.

Once the item(s) are in the local sorting facility or post office waiting to be picked up, the buyer is responsible for collecting their package. If the buyer refuses to do so due to some personal reasons, Eximbox Resolution Center will commence arbitration to release payment to seller. 

Status: Items detained by Customs

If a shipment is detained by a customs officer or is waiting to clear customs, and there are no updates on its up-mentioned status, the buyer may provide a scanned copy or photo of the customs letter confirming the delay.

Table 1. Indicates potential reasons for customs issues and which party, seller or buyer, should be held responsible for the delay.

  

 REASON FOR ITEMS DETAINED BY CUSTOMS

RESPONSIBILITY

 Counterfeit, Fake, Trademark Infringement Items

Seller

 Items destroyed by Customs due to the above reasons

Seller

 Seller unable to produce commercial documents such as              

 Commercial Invoice, Certificate of Origin, Airway Bill, Bill of Lading 

Seller

 Items are not allowed into the import country

Buyer

 Customs and other fees levied by Import country

Buyer


Status: Items returned or on the way back to seller


A. Item shows returned

If an item is returned to the seller, or is held at one location, Eximbox Resolution Center will commence arbitration based on the following circumstances:

i. Buyer provided the wrong shipping address

- If Product has been returned to the seller . Eximbox Resolution Center will allow the seller to retain the shipping cost after an official invoice has been provided by the seller, and the balance of payment will be refunded to buyer.

- If the items are held in the buyer’s local delivery warehouse, No refund will be provided .

ii. Fault lies with the seller

- Eximbox Resolution Center will decide to give on the refund to buyer.


B. Item shows delivered

Including but not limited to tracking information, Eximbox Resolution Center will check other tracking information such as city, postal code and consignee. Payment will be released to the seller if above-mentioned are all correct.

NO refund will be issued when a package is signed by customs, for example, the consignee is Douane (French customs)

Status: Buyer refused to sign for an item 

If an item arrives to the delivery address and the buyer refuses to sign for the item(s) because the shipment was delayed or the package arrived damaged, the seller will be responsible and a return and refund will be processed by Eximbox.

If the buyer refuses to sign for the item without any reason, no reasons found by Eximbox Resolution Center or Eximbox Resolution Center didn’t get any evidence from the buyer, then the buyer will be responsible for paying both the shipping cost and return shipping cost.

Status: Tracking information is not complete

When there is no complete delivery information after the permissible delivery date and the payment amount is more than US $100, the seller will need to provide Eximbox with evidence, which can prove the package was signed.

A full refund will be issued if the seller fails to provide the necessary evidence or the evidence provided is not valid.
This term can also apply for any agreement regarding sending a replacement.

Status: delayed shipment

If a valid tracking number is uploaded after the shipping deadline, or the seller provides proof that the correct tracking number was given to the buyer, then Eximbox Resolution Center will commence arbitration to issue a refund or return item according to the actual conditions.


II. Invalid Tracking Number

If a shipment is missing a tracking number or the tracking number cannot be located on the shipping carriers website after 5/10/35 days (details as the table indicates below) from when the seller provided the tracking No., then Eximbox Resolution Center can assist in verifying or refunding.

Shipping Method

When can be tracked

DHL, Fedex, UPS, TNT

5 days

EMS, China Post , Hog Kong Post

10days

Ocean Freight

35days



If the shipping or tracking number is located and confirmed but the delivery information is found to be inconsistent with that provided by the buyer, or the seller did not provide any shipping documents, the seller will be responsible for the  refund.

If the seller ships or is preparing to ship the item(s) when Eximbox Resolution Center is still reviewing the case, and no agreement has been reached on this matter between the seller and the buyer, then Eximbox Resolution Center will confirm with the buyer first, and a refund will be issued when buyer does no longer want the item.


III. ITEM NOT AS DESCRIBED

Status: Item received has performance and/or quality issues


An item is defined as having performance and/or quality issues if upon receipt, it is damaged, defective, or has other issues where the item cannot be used for its intended purpose. It is assumed that these items shall be in good working order and perform as indicated in product description, illustration, and technical specifications of the particular model.

In the following conditions outlined in Table 2 below where a product is believed to not match quality standards as indicated in the Seller’s item description, Buyer must provide clear proof, such as by photo or video, to Eximbox’s Resolution Center, who will then determine whether a return and refund is warranted. For items that are proven to have serious defects, returning the items may not be necessary.

For in-depth details on providing proof for refund claims regarding damaged or defective items, please visit our section on Acceptable Supporting Evidence


Table 2. Examples of performance and/or quality-related issues of various classes of products.

PRODUCT

EXAMPLES

Tablets, Mobile phones, Cameras, Music Players, Other electronic Items

Operating System does not conform.

Display or Touch-screen is damaged / unresponsive.

Wifi inaccessibility, Network inaccessibility

Buttons are unresponsive or insensitive.

Unit parts are broken or do not fit properly.

Item won’t power ON/OFF.

Personal Care Products

 

Expired Products.

 

Remote Controlled Products

Item won’t power ON

Parts broken or missing.

Vehicle doesn’t move.

Cracks or damage to vehicle 

 

All items

In general , all items found t be damaged or defective in any

Way that renders it inoperable or where it cannot perform it intended purpose.


.

Status: Quantity and/or sizing issues

1) Quantity shortage

If an order received is of lesser quantity than described, Buyer must provide clear proof, such as by photo or video, to Eximbox’s Resolution Center, who will then review the freight weight certification to determine whether a return and refund will be issued.

2) Sizing/Measurements

If an order does not meet described sizing (e.g. clothing, shoes) and/or measurements (e.g. mobile phone, tablet display screens, etc.), Buyer must provide clear proof, such as by photo or video, to Eximbox’s Resolution Center who will then determine whether a return and refund is warranted; if there is a misunderstanding of sizes or measurements, unless there is an obvious difference between what Buyer ordered and what was received, Eximbox’s Resolution Center will review the item description and adhere to globally recognized measurements in making its determination.

Status: Fake or misstated items

If an item received differs from the product description because it is fake or was falsely misstated, Buyer must provide clear proof, such as by photo or video, to Eximbox’s Resolution Center who will then determine if a refund will be issued.

For example: An item can be considered fake if the item description states the material is gold, but the item is of another type of material.

Status: Items that infringe on intellectual property rights (IPR)

If an item received infringes or violates an authorized brand holder’s intellectual property rights, Buyer must provide clear proof, such as by photo or video, to Eximbox’s Resolution Center who will then determine if a refund will be issued.

Status: Color, appearance, or style discrepancies

If a received item differs from the item listing's photos with regards to color, appearance, style—including model and/or material type, Buyer must provide clear proof, such as by photo or video, to Eximbox’s Resolution Center who will then determine if a refund will be issued.

If a return and refund request is opened, options available to the buyer would be partial or full refund. If the item is returned, buyer will pay for the return shipping cost first and the seller will be responsible for reimbursement.

Where a product is believed to not match the color, appearance, or style as indicated in the Seller’s item description and images, Buyer must provide clear proof, such as by photo or video, to Eximbox’s Resolution Center, who will then determine whether a return and refund is warranted.



IV. OTHER REASON RETURNS

If a refund and return is requested on an item for other reasons such as “I do not like the item” or “I no longer want the item,” and the seller agrees to the proposal, the Buyer (buyer) will be responsible for paying return shipping and freight fees. “Other Reason” returns must adhere to time limits set by the Merchant.


V. APPEALS ON DECISIONS MADE BY THE RESOLUTION CENTER

Eximbox’s Resolution Center will enforce its policies according to those general principles as stated. If a Merchant (Seller) or Buyer (Buyer) has any disagreement with the decisions made by the Resolution Center, you can leave message and send evidence to our Resolution Center. In such cases, Eximbox will process the appeal and provide a result within 10 business days. If the party making the appeal is required to provide relevant support materials during the proceedings, he/she should comply within 5 business days; otherwise, Eximbox will deem said party as giving up their right to appeal. Eximbox’s decision will be final and binding on both the buyer and seller concerned.