Return and Refunds

Dropioneer After-Sales Policy

We understand the complexity of running an e-commerce business, so Dropioneer collaborates with multiple suppliers to provide a standardized refund and reshipment policy to ensure smooth operations for our users. Our dedicated support team is available to assist with all refund and reshipment requests, ensuring quick resolution of any after-sales issues.

1. Lost Orders / Failed Delivery

If your order encounters any of the following issues, we provide after-sales support within 7 days of package receipt:

1.1 Lost Orders

• If tracking shows the package is delivered, but the customer claims it was not received, proof (such as a refund receipt from the customer) must be provided for a reshipment or refund.
• If tracking confirms the package was lost, Dropioneer will arrange a free reshipment.

1.2 Failed Delivery

• If the package cannot be delivered due to an incorrect address, incomplete recipient information, or unreachable recipient, it will be returned to the local processing center.
• Redelivery requests must be made within 7 days with updated and accurate recipient information (the new address must be in the same country).
• Redelivery fee: $12 per package.
• If the redelivery attempt fails again, the order will be closed, and no further after-sales support will be provided.

2. Incorrect or Missing Products

If your customer receives the wrong product or has missing items, they can apply for a refund or reshipment under the following conditions:

• Incorrect product received (wrong size, color, or model): The customer must provide product photos and a shipping label for verification.
• Missing products: The customer must provide photos of all received items inside the package.
• Once verified, we will reship the missing or incorrect products for free or issue a refund accordingly.

3. Damaged or Defective Products

If your customer receives a damaged or defective product, Dropioneer provides after-sales support within 7 days:

• Proof of damage (clear images or videos), shipping label, and product barcode must be provided.
• Once verified, we will offer a full refund (including product cost + shipping fee) or a free reshipment.
• Minor scratches and dents are not covered under the damage policy. If additional protective packaging is needed, please contact your account manager.

4. Refund Policy for Custom Products

Since custom products involve special materials and exclusive designs, they cannot be resold. Therefore:

• All custom product orders are non-refundable once payment is made.
• If the product has major quality issues, we will provide a free replacement but will not issue refunds.

5. Force Majeure & Logistics Delays

5.1 Force Majeure

Dropioneer is not responsible for shipping delays caused by force majeure events (e.g., natural disasters, strikes, wars).

5.2 Remote Areas & P.O. Boxes

Dropioneer does not guarantee successful delivery or timely arrival for shipments to remote areas or P.O. Box addresses, and after-sales support is not applicable for these orders.

6. Refund & Reshipment Process

6.1 Refund Requests

• Submit a refund request to your dedicated customer service representative.
• Once Dropioneer confirms eligibility, the refund will be processed within 7 business days.
• Refunds will be returned to the original payment method, with actual processing time depending on banks or payment providers.

6.2 Reshipment Process

• Once approved, Dropioneer will reship within 3 business days.
• A different shipping method may be used, depending on availability, and a new tracking number will be provided.

7. Other Special Cases

7.1 PayPal Refund Process

For orders paid via PayPal, customers should first contact the Dropioneer customer service team to submit a refund request and provide relevant transaction details (Order ID, payment proof (PayPal transaction record or payment screenshot), and reason for the refund). Dropioneer will process the refund request within 7 business days, verifying the refund reason and related details.

• If the refund request is approved, the amount will be refunded via the original PayPal payment method (actual processing time depends on PayPal or the bank’s procedures).

7.2 PayPal Dispute & Chargeback Handling

If a customer initiates a chargeback directly via PayPal without contacting us, Dropioneer will follow PayPal’s dispute resolution process to respond accordingly.

• For orders where the customer has not received the goods:
  • If tracking information shows that the package is still in transit, the customer must first confirm the shipping status with Dropioneer’s support team.
  • If logistics confirms that the package is lost, Dropioneer can assist the customer with a logistics claim or provide a suitable resolution based on the situation.
  • If PayPal has already ruled in favor of the customer, Dropioneer will not assume additional responsibility.
• Compensation Options: Customers may choose a refund via the original payment method or account balance compensation (available for long-term cooperative customers).

7.3 Cases Where After-Sales Service Cannot Be Provided

Dropioneer cannot provide after-sales service in the following cases:

• The customer refuses delivery or the order fails due to an incorrect address provided by the customer.
• The refund or chargeback request exceeds the 7-day application period.
• The return request is due to customer’s personal reasons (e.g., no longer wanting the product, disliking the product).
• Logistics issues caused by force majeure (natural disasters, customs detentions, war, etc.).

8. Orders Delayed

Orders may be delayed due to different destinations, shipping providers, and special circumstances. Only the following situations are identified as overdue:

• For orders shipped to the US: Overdue after 50 days when orders depart from Dropioneer warehouses.
• Any delay caused by Dropioneer will be refunded.
• Note: If the order arrives at the nearest post office but is pending due to an incomplete address, package unclaimed, or no such number, customers should contact the local post office.

9. Orders Not Received

If tracking shows the order was delivered successfully, Dropioneer will not accept refund or resend requests.

• If the customer does not receive the package, a non-delivery certification issued by the local post office with an official seal is required.
  • Common reasons for non-delivery include:
    1. Incorrect/incomplete address.
    2. Incorrect/incomplete number.
    3. Unknown recipient.
    4. Refused delivery.
    5. Uncleared customs.
    6. Failed to contact the recipient.
    7. Local distributors attempt delivery 1 time. If unclaimed, the package is stored for 3-7 days before being returned to the logistics company.

10. Products Damaged

• For products badly damaged: Dropioneer offers a full refund or replacement.
• For products partially damaged: Dropioneer offers a partial refund or replacement.
• For products damaged due to broken boxes during international transit: Dropioneer cannot offer refunds or after-sales services.
• Complaint deadlines:
  • Ordinary products: 5 days after delivery.
  • Electronic products: 10 days after delivery.

11. Orders Cancellation

Orders can be canceled if the status is unpaid and pending.

• No cancellations for:
  • Orders already processed by the warehouse.
  • POD orders.
  • Customized services.

12. Private Inventory

Private inventory is a service to make orders ship quickly. No refunds are provided for purchased inventory.

• Products shipped from inventory are still covered under the after-sales policy.

13. Unacceptable Disputes

Dropioneer does not accept disputes for:

• Buyer dislikes the product.
• Buyer ordered the wrong quantity or SKU.
• Buyer filled in the wrong address.
• Product differences discussed in advance.
• Tracking information deleted by logistics companies or local post offices.

14. Destination Limits

Dropioneer does not accept disputes for orders shipped to certain countries, including Haiti, Bolivia, Cuba, and others, due to limited international transportation.

15. Returns

Products can only be returned to Dropioneer China warehouses. However, returns are not recommended due to high international freight, tariffs, and potential damage or loss during transit.

16. Force Majeure

Dropioneer is not responsible for delays or damage caused by force majeure events, including epidemics, wars, customs inspections, etc.

17. Deadline for Opening Disputes

A dispute will be automatically closed if no response is provided for 7 consecutive days. After the order is closed, no after-sales applications can be submitted.

Dropioneer is committed to providing you with better service. If you have any other questions, please feel free to contact us.