Import-Express is committed to eliminate all the worries of your international network shopping. In order to ensure your shopping convenience and security, you have the corresponding standard in every process of shopping in Import-Express, including the return and replacement of goods.
A. Order Cancelation
We offer full refund if the order is still under the status of “Verifying details of the order” which means we have not start purchase from suppliers yet. You should first find the order you want to cancel in your account and click order "Detail" to "cancel item".
For orders cancelled after we have started purchase but have not been shipped, we will offer partial refund after charging a 15% cancellation fee. Please understand that once the order status shows “Purchase in process” which means we have already paid to our suppliers for all your order items and they are on the way to our warehouse. If you decide to cancel any item at that time, we will have to process the cancellation with our suppliers and pay extra delivery fee to return them back.
We will not accept order cancellation request if the orders have been shipped.
B. Delivery errors, defective or damaged goods
When you find the goods you received has above issue, please take pictures of the goods and the outer package, and send the photos and related information by submit our online customer complaint system. We will deal with it and give a proper reply to you within 24hours.
C. Commodity quality problem
When the goods you bought appear quality problem after a period of time, as long as the goods are still in the quality guarantee period, you can entrust Import-Express to contact with the Chinese suppliers for refund / exchange. Again, please submit our online customer complaint system and we will reply within 24hours.
For the goods fit return/replaced conditions, Import-Express will be responsible for the transporting to Chinese suppliers and ship the repaired or replaced goods back to you. As each supplier/factory has its own unique principles and methods to handle the product quality issue, Import-Express cannot guarantee the supplier meet all your requirements, but Import-Express will try its best to argue benefit for you. Import-Express provides this agency service, no service fee be charged, but you need to bear the back and forth freight. Import-Express reserves the right to refuse to do so for the goods without quality assurance. The Chinese suppliers Import-Express recommended is worthy of trust, Import-Express commitment within 30 days of 100% returns (from shipping date to the date we receive your return goods, which is subject to the postmark). For the following issues, we will not accept your request to return the goods: A. The original commodity is replaced or changes, or parts are missing; B. The goods that have already opened
We will accept exchanges for a wrong style/model, size or color. Because of high cost in international shipping, we will ship the correct one in your next order shipment.
E. Return and refund
1st step: If you are not satisfied with our products (Not Quality Problem), you can choose to be refunded the cost you paid for any of your initially ordered items if they have been returned in original condition to our warehouse. Please submit our online customer complaint system.
2nd step: After Import-Express customer service receives your application, we will communicate with Chinese Suppliers. Whom once accept to return, Import-Express customer service will contact with you by email to advise you details. As you know, it will cost us in high tax to import from other country. After we complete the customs clearance process for your return package, we will show you the customs tax we have paid and plus shipping cost is non-refundable unless the item is found to be faulty or damaged due to our fault.
3rd step: when you understand the return details, please send the related items (goods + original packaging +a copy of Import-Express email which informed you the return audit results) back to Import-Express as soon as possible.
Please make sure that you have talked with our customer support before sending any products back. International shipping does not like inland delivery, and we do need to know in advance if there is anything return back and there will be customs tax needs to be paid. or we will refuse to accept the package.
For the goods need to return, please be sure to return to Import-Express within suppliers’ commitment returning period. At the same time, due to the long process time of international return/exchange (usually have to wait more than one month), please kindly be patient during the process, Import-Express will keep you posted on the progress.
If you already cooperated with us for several times, you will find that the Import-Express provides you the very professional service. Some customers would like to deposit amount of money to their Import-Express account, to make their purchasing easier and more convenient.
You can also have a try according to your own situation. When you think you will not order goods from our Import-Express in the short term, or your purchasing is failed after you pay due to some reason, you can always apply for the balance withdraw from your Import-Express account page.
*** Any items sold through special promotions were under discounted low price, and therefore those are not eligible for exchanges or return/refund. Thanks for your understanding