refund return policy
1. Order Cancellation
At Wuxi Yuanlian E-commerce Co., Ltd. (JST Dropshipping), we are committed to providing the best fulfillment service for your dropshipping business. To ensure clarity and protect both parties, our Refund and Return Policy outlines specific terms for international cross-border transactions. This policy details the conditions for refunds, reshipments, and returns due to the complex nature of global shipping.
Please read the following carefully to understand how we handle after-sales issues.
2. Refunds and Reshipments
Our Refund and Return Policy ensures a fair resolution in specific cases. We offer a Full Refund or Free Reshipment under the following circumstances:
A. Damaged or Broken Items
Applicable Conditions under this Policy: If your customer receives a product that is damaged or broken upon arrival:
You must contact us within 7 days of the delivery date.
Proof Required: You must provide clear photos or videos of the damaged item AND the shipping label on the package.
Resolution: We will resend a new unit to your customer free of charge, or refund the product cost + shipping fee to your credit balance.
B. Incorrect Item Sent
Covered by Our Return Policy: If we ship the wrong product (wrong color, size, or variant):
Proof Required: Photos of the received item and the shipping label.
Resolution: We will reship the correct item immediately or issue a full refund.
C. Parcel Lost or Not Received
Guaranteed by Our Refund Policy: We track all shipments. If a package is not delivered within the following timeframes, we consider it “Lost”:
USA/UK/EU: More than 45 days after dispatch.
Rest of World: More than 60 days after dispatch.
Resolution: We will refund or reship the order at no cost to you.
Note: This return and refund guarantee does not apply if the package was returned due to an incorrect address provided by the customer or if the customer refused delivery.
3. Situations We Do NOT Cover (No Refund/Reshipment)
As a B2B sourcing agent, we cannot offer refunds for the following reasons (which are typically the responsibility of the store owner):
Customer Change of Mind: We do not accept returns if the end customer simply decided they do not want the product anymore.
Incorrect Address: If the package fails to deliver because the address provided was wrong, incomplete, or the customer was unreachable.
Delays by Force Majeure: Shipping delays caused by natural disasters, strikes, severe weather, customs inspections, or political issues are out of our control.
Slight Color/Size Difference: Minor differences in color due to screen lighting or slight size measurements (1-3cm error) are not grounds for a refund.
4.Understanding Our Refund Return Policy
Please DO NOT return any items to the address on the shipping label without prior approval.
Due to high international shipping costs and complex customs procedures in China, we generally do not accept physical returns of products.
If a product is defective, you do not need to return it to us to get a refund. Just provide the photo/video proof as described in Section 2.
If your end customer insists on returning a product (e.g., they changed their mind), we recommend you (the store owner) have them return it to your own local warehouse or office, rather than shipping it back to China.
5. Steps to Initiate a Return Under This Policy
To file a claim, please contact your dedicated agent or our support team with the following:
Order Number / Tracking Number.
Photos/Videos of the issue.
A brief description of the problem.
For any questions or to initiate a process under our Refund and Return Policy, please contact our support team via email or WhatsApp:
Email: support@jstfulfill.com
WhatsApp: +86 18351362315