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Return and/or Exchange Policy

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. 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 to the customer service mailbox: [email protected]. We will deal with it and give a proper reply to you.

B. commodity quality problems

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. 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, such as software package, CD, DVD, etc.;

Commodity return / exchange process

The first step: if you need to return goods for quality issue, please send email to the Import-Express customer service for return [email protected].

The second step: After Import-Express customer service receives your application, it will communicate with Chinese Suppliers. Whom once accept to return, Import-Express customer service will contact with you by email to advise you details.

The third 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 note:

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 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.

How to refund

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 refund.

If you need to refund, please provide your Import-Express user name, order number and the amount of the money to request a refund, send email to [email protected], so that the customer service can check your account and advise you the refund detail.

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