Refund, Resend and Returns Policy


This refund policy is considered a resource by dropshippers who work with mutualdropshipping.com (“MD”).

Please read through the following policies.


ALL DISPUTES SHALL BE OPENED ON MD OTHERWISE, MD WILL BLOCK YOUR ACCOUNT PERMANENTLY.

MD offers a dispute solution with a short period of time and will appreciate it a lot if you provide:

a. Photos or videos of the flawed item to prove damage. If photos cannot prove the deficiency of the products, please upload videos.
b. Screenshot of the received e-mail or dispute including name, date, and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to MD if our Dispute Team asks in the "Disputes" section.

Except for the important interpretation, MD will offer a refund, resend, or accept the return for any of the following cases:


1. Orders Delayed.

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from MD warehouse. Following countries and shipping methods may vary:

a. For orders shipped to the USA, it will be counted 45 days after departing from MD warehouse. 

b. For Brazil, it is after 110 days counting from the date that orders departed from MD warehouse due to the strict customs clearance in Brazil.

c. For China Post Registered Air Mail and MD liquid direct line to all counties, MD will deal with your dispute for delayed orders after 100 days counting from the date that order departed from MD warehouse.

d. For some special shipping methods, MD cannot deal with your disputes. (See the following important interpretation)


Notes:

Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, invalid number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery.

2. Orders not Received.

MD 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 the official seal is necessary.

b. Tracking information alert. The tracking information shows "Alert", the reasons are listed as below:

a) Incorrect/insufficient address.

b) Invalid number.

c) Unknown recipient.

d) Refused.

e) Do not pick up in time.

f) No safe delivery location.

g) Uncleared customs.

h) Others.

3. Products Damaged.

MD offers a full refund or a replacement if arrived packages are badly damaged.

MD offers a partial refund or a replacement if arrived packages are partially damaged (except thread, slightly wrinkled, small scratches, etc.).

Notes:

a. For fragile products, a refund is highly recommended.

b. For damaged packing boxes, MD 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 5 days after packages are delivered.

d. For electronic products, Your clients shall complain or open a dispute with you within 10 days after packages are delivered.


4. Incorrect or Missing Products.

MD has a strict quality control process before products are dispatched. MD will deal with incorrect or missing products as follows:

a. For incorrect products, MD offers a full refund or replacement.

b. For products with the wrong color, size which doesn’t affect product function, etc., MD offers a refund or resend if you provide a screenshot of your client's complaint including name, content, and date.

c. For missing parts that don’t affect product function, MD may refund partially or resend the missing part; for ones that indeed affect, MD will resend the product only.

d. For accessories, MD will resend the accessories.

Notes:

For the size problem, MD will appreciate it a lot if you can measure the product according to the correct measurement method and provide us a photo of the measurement. Then, our dispute team will deal with your disputes quickly.

5. Orders Cancellation.

For order cancellation, MD 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 to you.

c. After payment, video and photo orders cannot be canceled as MD has planned and prepared for you.

Important Interpretation

1. Deadline of Opening Dispute.

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.

Notes:

a. For bulk purchase orders, the order close date usually is around 30 days.

b. Dispute will be unavailable automatically if the order has been closed and you have not responded within seven days.

2. Force Majeure.

MD takes no responsibility for any product damage or shipping delay caused by the act of God, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, MD will notify you by MD Chat, Skype, Email, Line, WhatsApp, etc.

3. Shipping Method Limits.

Some shipping methods are not trackable when orders arrived in some Countries, States, or Cities. MD lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to countries, including:

PostNL, Turkey Post, Swiss Post, Electric PostNL to USA, UK, Canada, Australia, South Africa, Brazil, the overseas territories, and overseas island areas;

Notes:

For DHL, CJPacket Fast Line, CJPacket JL Express, CJPacket Thailand, the remote addresses will be charged additional cost.

4. Destination Limits.

Due to limited international transportation, MD 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.

5. Return.

Products can be returned to MD 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 MD China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.

a. Please return products within 10 days after receiving products.

6. Service Products.

Service products apply to the following interpretation.

a. Any disputes due to products damaged or shipping delayed, MD may not refund the product cost.

b. Any disputes due to bad quality, MD may not accept as the supplier is not MD.

7. Unacceptable Disputes.

MD 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 incorrect.

f. Product difference was negotiated in advance.

g. Tracking information deleted by logistics companies or local post offices.

MD always tries to offer the best service. If you have any other questions, please feel free to contact us.