When running an ecommerce business, store policies surrounding warranty, returns, and refunds play a pivotal role, and should be approached with a customer-centric mindset. In this chapter, we’ll walk you through the warranty, returns, and refunds policies of Dropshipzone Suppliers.
Please note that some Suppliers may have different policies, so you may want to refer to their product listings to confirm.
Warranty
If things do go wrong, Dropshipzone Suppliers generally offer a 12-month warranty on all of their products, unless specified otherwise. Certain products may qualify for extended warranties. Make sure you check specific product listings to confirm.
Please note that the warranty doesn’t cover damages resulting from user misuse or incidents occurring during delivery.
How do I initiate a warranty claim?
To initiate a warranty claim, kindly follow these steps:
- Submit a warranty claim through the Customer Service portal. Here’s more information on how to send enquiries via the Customer Service portal.
- Provide details of the issue, including any pertinent information such as:
- Order ID
- If applicable, a manual indicating missing parts
- Images/videos clearly showcasing the issue in case of any faults
Kindly submit images/videos in the recommended size and format to ensure optimal visibility for our team and make a thorough assessment.
If you have any questions, kindly contact your Dropshipzone Account Manager or reach out via Customer Service and provide your Dropshipzone order ID. Our team will follow up as soon as possible. We advise you to not open a PayPal dispute, as it may cause unnecessary delays. Additionally, Dropshipzone has its own policies and you will need to follow the process for a quicker resolution. Kindly refer to warranty and returns policies on Dropshipzone for the most updated information.
Returns and refunds
Please be aware that Dropshipzone does not accept change of mind return and refund requests for:
- Health and safety products
- Bulk purchases
- Products that have been opened
In other cases, we consider a change of mind request if it’s made within 14 days after the product has been delivered to the customer. As a Retailer, please make sure you notify us of any change of mind request within this timeframe. Failure to do so may result in the rejection of the request.
Additionally, some products, specifically with Supplier product SKUs starting with V28, V40, V63, and V77, may have different change of mind policies, so we recommend you refer to their listings for specific information.
Please be informed that the items returned to Dropshipzone Suppliers due to incorrect or incomplete delivery information will be treated as change of mind returns, including those returned to sender due to being unclaimed.
How do I submit a change of mind request on Dropshipzone?
To submit a change of mind request, kindly follow these steps:
- Submit a change of mind request through the Customer Service portal. Here’s more information on how to send enquiries via the Customer Service portal.
- Provide images or videos displaying goods in their original packaging, including the reason for return.
Kindly inform your customers to not dispose of faulty items, as we may ask for the return of those items to inspect them. Additionally, please avoid sending them directly to us without prior consultation. Refunds will not be provided under such circumstances.
How do returns work after a change of mind request is accepted?
After a change of mind request has been accepted, you’ll be provided with a return label, and we will refund the item price and the shipping fee minus return postage and a restocking fee of 10% of the item price and the shipping fee. If you have not been provided with a return label, we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee.
In case the customer changes their mind before the item is received, the Retailer needs to initiate the Return to Sender (RTS) request. Under these circumstances, we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee. Refunds for RTS will be provided after the item reaches the Supplier’s warehouse.
Frequently asked questions
In the event of a recall, our team will contact you, providing clear instructions and necessary procedures to follow for swift and efficient resolution. Your cooperation during such instances is appreciated.
Returns initiated due to a change of mind are to be arranged by the customer.
The warranty doesn’t cover damages resulting from user misuse or incidents occurring during delivery.
