Return & Refund PolicyReturn & Refund Policy
When I can open the ‘Return & Refund’ dispute？
You can request a ‘Return & Refund’ within the following time frames based on the shipping method that was used.
- 5-90 days if your package was shipped via UPS, FedEx, TNT, DHL or USPS.
- 7-90 days if your package was shipped via EMS, E-packet or E-quick.
- 10-90 days if your package was shipped via regular post such as China Post, Hong Kong Post, etc.
Buyer need to provide evidence
Evidence and expected solutions/requests are required when buyer is making a return & refund request for Item(s) not as described.
Evidence is required to be uploaded through the system when the buyer is escalating and changing the dispute reason to “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 a refund to buyer.
Seller response buyer’s proposal within 5 days
Seller has to response buyer’s request within 5 days from the date case was opened. If no response within the time frame agreed, our system will automatically issue a refund to buyer.
When buyers can ‘Request DHgate mediation’?
Buy and seller have 10 days to communicate. When seller is not cooperative, buyers can click the ‘Request DHgate mediation’ button to escalate the case to DHgate Resolution Center 3 (VIP) or 5 (regular customer) days later after the return & refund case opened.
The DHgate Resolution Center will provide a solution for buyer within 10 calendar days from the dispute escalated to DHgate.
What can buyer do if the order completed or payment released?
If an order has been completed and payment has been released to the seller, the customer can still open an after-sale dispute for “Item(s) not as described” within 30 days from the payment released date, “Item(s) not received” cannot be opened again, buyer needs to contact with seller.
Why I cannot open a dispute?
For personal products, such as underwear, wedding dress, etc., dispute cases should be opened within 7 days from the date the buyer received the item(s).
Please see below for limited categories:
DHgate 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 DHgate 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. DHgate Resolution Center will commence arbitration based on both the after-sale service terms and actual dispute case.
Returns and refunds are classified by the following categories and policy:
(I) Item Not Received
(II) Invalid tracking number
(III)Item Not As Described
(IV) Received well but need to return
More details about the four dispute reasons, please check following.
(I) Item Not Received
Notes: Learn more, please browse following status.
Each order placed on DHgate has a promised delivery date, which is set by seller. If you still have not received the goods after that, you can request a “Return and Refund” under the reason “Item not Received”. According to the shipping status, you can select the reason as “In transit” or “Items detained by Customs.”
Status: In transit
If the item(s) shows as “still on the way to the delivery address”, you can request a “Return & Refund” only after the delivery time has exceeded that of which the seller has promised. DHgate Resolution Center will arbitrate based on the seller’s promised date and the actual shipping status.
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, DHgate Resolution Center will commence arbitration to release payment to seller. If the buyer refuses to collect the package due to item(s) or seller’s problem, then DHgate Resolution Center will offer a full refund to buyer.
Status: Items detained by Customs
If a shipment exceeds the estimated delivery date promised by the seller, and is detained by customs, the buyer should provide a 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.
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, DHgate Resolution Center will commence arbitration based on the following circumstances:
i. Buyer provided the wrong shipping address
- DHgate 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.
ii. Fault lies with the seller
- DHgate Resolution Center will decide to give a full refund to buyer.
B. Item shows delivered
Including but not limited to tracking information, DHgate 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.
A full 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 DHgate.
If the buyer refuses to sign for the item without any reason, no reasons found by DHgate Resolution Center or DHgate Resolution Center didn’t get any evidence from the buyer, then the customer 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 promised delivery date and the payment amount is more than US $100, the seller will need to provide DHgate 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 DHgate Resolution Center will commence arbitration to issue a refund or return item according to the actual conditions.
Status: delayed delivery
If buyer did not get the item on seller’s promised delivery time, then DHgate Resolution Center will commence arbitration to issue a refund or return item according to the actual conditions.
Status: Different shipping method
If buyer choose fast express or abroad delivery, seller shipped with post, then DHgate Resolution Center will commence arbitration to issue a refund or return item according to the actual conditions.
II. Invalid tracking number
If there is no tracking information on the shipping carriers website after 5/7/10 days (details as the table indicates below) since the seller provided the tracking number, the buyer can request a “Return and Refund” under the reason “Invalid tracking number”.
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 providing a refund.
If the seller ships or is preparing to ship the item(s) when DHgate Resolution Center is still reviewing the case, and no agreement has been reached on this matter between the seller and the buyer, then DHgate 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
Note：Learn more，please browse following Status.
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, Customer must provide clear proof, such as by photo or video, to DHgate’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.
Status: Quantity and/or sizing issues
1) Quantity shortage
If an order received is of lesser quantity than described, Customer must provide clear proof, such as by photo or video, to DHgate’s Resolution Center, who will then review the freight weight certification to determine whether a return and refund will be issued.
If an order does not meet described sizing (e.g. clothing, shoes) and/or measurements (e.g. mobile phone, tablet display screens, etc.), Customer must provide clear proof, such as by photo or video , to DHgate’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 Customer ordered and what was received, DHgate’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, Customer must provide clear proof, such as by photo or video, to DHgate’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, Customer must provide clear proof, such as by photo or video, to DHgate’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, Customer must provide clear proof, such as by photo or video, to DHgate’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 customer 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.
In the following conditions outlined in Table 3 below where a product is believed to not match the color, appearance, or style as indicated in the Seller’s item description and images, Customer must provide clear proof, such as by photo or video, to DHgate’s Resolution Center, who will then determine whether a return and refund is warranted.
For in-depth details on providing proof for refund claims regarding discrepancies in item color, appearance, and/or style, please visit our section on Acceptable Supporting Evidence
Table 3. Examples of items not as described due to color, appearance, sizing, and/or style issues.
For in-depth details on providing proof for refund claims regarding the receipt of items not as described by Seller, please visit our section on Acceptable Supporting Evidence.
V. RECEIVED WELL BUT NEED TO RETURN
Open a dispute as “Receive well but need to return”
“Received well but need to return” can be chosen for a return and refund only if the goods have a guarantee.
Example: The guarantee of the product is 7 days, the package was delivered on Sep 01, then the buyer can select “Received well but need to return” between Sep 01 to Sep 07.
If seller does not have a guarantee, the dispute with reason “Receive well but need to return” are not allowed to be opened.
Return for full refund
Return for full refund, buyer needs to provide video or picture as evidence, dispute representative will verify due to your evidence.
Some of merchant cannot provide a shipping label for you, if seller’s responsible to pay postage, you need to prepay. Then provide the shipping document and receipt to us, we will refund shipping fee to your DHpay account after seller got parcel.
APPEALS ON DECISIONS MADE BY THE RESOLUTION CENTER
DHgate’s Resolution Center will enforce its policies according to those general principles as stated. If a Merchant (Seller) or Customer (Buyer) has any disagreement with the decisions made by the Resolution Center, you can leave message and send evidence to our customer service. In such cases, DHgate 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, DHgate will deem said party as giving up their right to appeal.
1. If the dispute is intentionally opened, the further disputes will be limited by DHgate.
2. If the dispute is intentionally opened, the solution will be given under the protection to the non-defaulting party.
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