Return Policy

1. Resolved Free of Charge

• Lost package — confirmed as lost based on the tracking status shown on the carrier’s official website.
• Missing items — the package arrives with no visible external damage, but one or more items are missing from inside.
• Wrong item shipped — the package arrives with no visible external damage, but the product doesn’t match the order (wrong style, color, size, model, or a completely different product).
• QC-inspected product arrives damaged — for products with a Quality Inspection (QC) Service purchased, if the item arrives damaged and unusable. Must be reported within 7 days (standard products) or 14 days (electronic products).
• Enhanced Packaging Service damage — the package was still damaged in transit despite Enhanced Packaging Service. (Excludes high-risk fragile categories such as lighting — see “Fragile Items” in Section 2.)
• Confirmed misdelivery — tracking shows “Delivered,” the customer reports not receiving it, and our investigation confirms misdelivery.
• Stalled tracking — tracking information hasn’t updated for more than 30 days.

2. Handled According to Responsibility Address & Delivery Failures

• Package returned due to customer error (wrong address, unreachable phone, refused delivery) → 50% COG refund, or 50% COG charge for reshipment
• Package returned due to our error (wrong shipping label or address-entry mistake) → Full refund or free reshipment Import Duties & Taxes
• Destination country customs: If duties/taxes weren’t explicitly included under DDP in your quotation or service agreement, these charges are not covered. Provide proof of payment and we’ll help you file an appeal with the carrier or customs authority.
• Packages returned to China with taxes charged: Same principle — if duty-paid shipping wasn’t promised, the tax isn’t covered, but we’ll assist with the appeal. If duty-paid shipping was explicitly promised, we’ll refund the full order cost (product + shipping).
• Customs holds exceeding 30 days: 50% COG refund, or 50% COG charge for reshipment. Damage — No QC or Enhanced Packaging Purchased
• Minor damage or a small number of missing items → No refund. Reshipment available at 100% COG.
• Severe damage (entire order unusable) or large-scale missing items → 50% COG refund, or 50% COG charge for reshipment
• Fragile items (lighting, glassware, ceramics) — even with Enhanced Packaging purchased → Compensation capped at 50% COG, due to inherently high breakage risk Product Quality Issues
• Minor defect, doesn’t affect normal use → 50% product cost refund, or 50% COG charge for reshipment
• Quality issue makes product completely unusable → 50% product cost refund, or 50% COG charge for reshipment Color differences from product images:
• Actual photos provided in advance, customer informed → no refund
• No actual photos provided, difference clearly unacceptable → full refund
• No actual photos provided, difference within reasonable range → partial refund may apply Size discrepancies:
• Difference exceeds 3 cm → partial refund negotiated; full refund if no agreement reached
• Difference within 3 cm → not accepted as an after-sales claim
• Customer must provide evidence of measurement method and data Claims submitted after the standard window (7 days standard / 14 days electronics): Still contact us — these are escalated to the team leader for individual review to determine if reshipment can be offered.

3. What’s Not Covered

• We’re unable to offer returns or refunds based solely on personal preference or subjective dissatisfaction.
• We currently do not accept physical product returns, due to the high cost of international returns, long processing times, and risk of loss during return transit.
• If your case doesn’t meet the compensation standards above, a paid reshipment service is still available to help resolve the issue.

4. Evidence Required for Claims

To keep processing fast, please submit clear photos or videos within the applicable deadline.

• Package exterior — One full photo showing the exterior condition (including any visible damage) and the complete shipping label, especially the tracking number.
• Package contents — One full photo showing everything received inside: main product, accessories, complimentary items, and the packing slip/invoice.
• Electronic product malfunctions — A video clearly showing the issue (e.g. won’t power on, display problems, non-functioning features) along with your operating process, to confirm the issue isn’t due to improper handling.
• Suspected misdelivery — A photo of your entrance/doorway showing the house or unit number, so we can verify the delivery address with the carrier. Claims submitted after the applicable deadline, or without sufficient evidence to verify the issue, will not be accepted. SpeedFulfill reserves the right of final interpretation of this policy.