Refund, Resend and Returns Policy
Orders are lacking tracking information, in transit, pending, expired after 60 days counting from the date that order departed from CSDENVER warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it is after 45 days counting from the date that order departed from CSDENVER warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from CSDENVER warehouse due to the strict customs clearance at Brazil.
c. For China Post Registered Air Mail and CSDENVER liquid direct line to all counties, CSDENVER will deal with your dispute for delayed orders after 100 days counting from the date that order departed from CSDENVER warehouse.
d. For some special shipping methods, CSDENVER cannot deal with your disputes. (See the following important interpretation)
Sometimes, the order had arrived at the nearest post office to the buyer and make 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.
CSDENVER will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If Your clients 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.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
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, Your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, CSDENVER takes no responsibility if products have been lost.
b. If the logistics company provides return service to China, CSDENVER will put the products to your private inventory and will not refund for it when we receive the returned items.
c. CSDENVER cannot offer refund or resend if you don’t process the undelivered order or package destroyed by logistics companies.
CSDENVER offers a full refund or a replacement if packages arrived are badly damaged.
CSDENVER offers a partial refund or a replacement if packages arrived are partially damaged (except thread, slightly wrinkled, small scratches etc.).
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, CSDENVER cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary products, Your clients shall complain or open a dispute with you within 3 days after packages are delivered.
d. For electronic products, Your clients shall complain or open a dispute to you within 7 days after packages are delivered.
e. For service products, CSDENVER refunds you the cost of the product which is the price in China market. If you have CSDENVER quality inspection service. Otherwise, CSDENVER will not take any responsibility for them. (See the following important interpretation > Service products)
CSDENVER has a strict quality control process before products are dispatched. CJ will deal with incorrect or missing products as follows:
a. For incorrect products, CSDENVER offers a full refund or replacement.
b. For products with wrong color, size which doesn’t affect product function, etc., CSDENVER offers refund or resend if you provide the screenshot of your clients’ complaint which including name, content and date.
c. For parts missing which doesn’t affect product function, CSDENVER may refund partially or resend the missing part; for parts missing which affect product function, CSDENVER will resend the product only.
d. For accessories, CSDENVER will resend the accessories.
For size problem, CSDENVER 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.
For orders cancellation, CSDENVER offers 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 CSDENVER has planned and prepared for you after payment.
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
a. For bulk purchase orders, the close date usually is around 30 days.
b. Dispute will be closed automatically if the order has been closed and you have not responded for seven consecutive days.
CSDENVER takes 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, CSDENVER will notify you by CSDENVER Chat, Skype, Email, Line, WhatsApp etc.
Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. CSDENVER lists 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；
For DHL, Fast Line, JL Express, Thailand, the remote addresses will be charged additional cost.
Due to limited international transportation, CSDENVER will not accept any disputes when your 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.
Products can be returned to CSDENVER 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 CSDENVER China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
a. If you indeed want your buyer to return the products, please follow these steps: How to return products to CSDENVER warehouse.
b. Please return products within 10 days after receiving products.
Service products apply to following interpretation.
a. Any disputes arising from products damaged or shipping delayed, CSDENVER may not refund the product cost.
b. Any disputes arising from bad quality, CSDENVER may not accept as the supplier is not CSDENVER .
c. For service products without CSDENVER quality checking inspection, CSDENVER may not accept the disputes.
CSDENVER shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
CS Denver always try to offer the best service. If you have any other questions, please feel free to contact us.