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Return Policy

1. Cases We Will Resolve at No Additional Cost

For the following situations, we will provide a free reshipment or refund, subject to the required video evidence.

If you encounter any of the following issues, please contact us as soon as possible. We will review the case and provide a resolution at no additional cost:

  • Missing items despite intact outer packaging: Missing parts or accessories will be resent at no additional cost.
  • Incorrect product received despite intact outer packaging: This includes incorrect style, color, size, model, or receiving a completely different product from the one ordered.
  • Damaged products with Quality Inspection Service purchased: If the product arrives damaged and is unusable, the issue must be reported within 7 days for standard products or 14 days for electronic products.
  • Shipping damage despite Reinforced Packaging Service: If reinforced packaging was purchased but the parcel is still damaged during transit, we will provide compensation in accordance with this policy. This excludes product categories with a naturally high breakage rate, such as lighting products. Please refer to the Fragile Items section below.
  • Tracking shows “Delivered,” but the customer did not receive the parcel: If, after verification, we confirm that the parcel was misdelivered, we will provide a resolution at no additional cost.
  • No logistics tracking update for more than 30 days.

2. Cases Handled According to Responsibility

Lost Parcels

  • If the official carrier tracking confirms that the parcel has been lost, a reshipment can be arranged at 50% of COG.

Address or Delivery Failure

  • If a parcel is returned to an overseas warehouse due to reasons attributable to the customer, such as an incorrect address, unreachable phone number, refusal of delivery, or similar circumstances, a reshipment can be arranged at 100% of COG.
  • If, after verification, the return was caused by an incorrect shipping label printed by our warehouse or an address-entry error on our side, we will provide either a full refund or free reshipment.

Customs Duties in the Destination Country

  • If a parcel is inspected and taxed by customs in the destination country, such duties are not eligible for compensation unless tax-inclusive shipping or DDP (Delivered Duty Paid) service was explicitly promised in the quotation or service agreement.
  • The customer must provide proof of customs duty payment. We will assist in submitting an appeal or inquiry to the carrier and/or customs authorities where applicable.

Customs Duties on Parcels Returned to China

  • The same principle applies to parcels returned to China. If tax-inclusive shipping was not explicitly promised, customs duties are not covered by this compensation policy, although we will assist with the appeal process where possible.
  • If tax-inclusive shipping was explicitly promised, we will refund the cost of the returned order, including the product cost and shipping fee.

Parcels Held by Customs for More Than 30 Days

  • If a parcel has been held by customs for more than 30 days, we will either refund 50% of COG or arrange a reshipment at 50% of COG.

Damage Without Quality Inspection or Reinforced Packaging Service

If damage occurs and the relevant Quality Inspection Service and/or Reinforced Packaging Service was not purchased, the following terms apply:

  • Minor damage or a small number of missing items: No refund will be provided. If a reshipment is requested, it can be arranged at 100% of COG.
  • Severe damage resulting in the entire order being unusable, or a significant proportion of missing items: We will either refund 50% of COG or arrange a reshipment at 50% of COG.
  • Fragile items such as lighting products, glass, and ceramics: Due to the inherently higher breakage rate of these products, if damage occurs even when Reinforced Packaging Service has been purchased, compensation will be limited to 50% of COG.

Product Quality Issues

  • Minor defects that do not affect normal use: We will refund 50% of the product cost or arrange a reshipment at 50% of COG.
  • Quality issues that make the product completely unusable: We will refund 50% of the product cost or arrange a reshipment at 50% of COG.
  • Color differences from product images:
    • If actual product photos were provided in advance and the customer was made aware of the color difference, no refund will be provided.
    • If no actual product photos were provided and the color difference is significant and reasonably unacceptable, a full refund will be provided.
    • If no actual product photos were provided but the color difference remains within a reasonable range, a partial refund may be offered.
  • Size discrepancies: If the difference between the customer’s measurement and our warehouse measurement exceeds 3 cm, a partial refund may be negotiated. If no agreement can be reached, a full refund will be provided. Differences of 3 cm or less are not eligible for compensation. The customer must provide evidence showing both the measurement method and measurement results.
  • Claims submitted outside the after-sales period: The standard claim period is 7 days for standard products and 14 days for electronic products. If your claim falls outside this period, please still contact us. The case will be referred to a team leader for individual review, who will determine whether a reshipment can be approved.

3. Other After-Sales Terms

  • Unfortunately, we are unable to offer returns or refunds based solely on personal preference, change of mind, or subjective dissatisfaction. Thank you for your understanding.
  • At present, we do not accept physical product returns. International returns involve high shipping costs, long processing times, and the risk of parcels being lost during return transit.
  • If your case does not qualify for compensation under the standards above, we may still offer a paid reshipment service to help resolve the issue.

4. Evidence Required for After-Sales Claims

To help us process your claim efficiently, please provide clear photos and/or videos within the applicable claim period based on the nature of the issue.

Outer Packaging

  • Please provide a clear photo showing the entire exterior of the parcel.
  • The photo must clearly show any visible damage or irregularity, as well as the complete shipping label, particularly the tracking number.

Products and Parcel Contents

  • Please provide a clear photo showing all items received inside the parcel, including the main product, accessories, complimentary items, and any other contents.
  • The packing list or invoice included in the parcel should also be clearly visible where applicable.

Evidence for Electronic Product Malfunctions

  • If an electronic product is damaged or does not function properly, please provide a video clearly demonstrating the issue.
  • The video should show the specific malfunction, such as failure to power on, abnormal display behavior, or non-functioning features, as well as your operating process. This is required to help verify that the issue was not caused by improper operation or misuse.

Evidence of Suspected Misdelivery

  • If you believe the parcel was delivered to the wrong address, please provide a clear photo of the entrance or doorway showing the house or unit number.
  • This will help us verify the delivery address with the carrier and speed up the investigation.

Claims submitted after the applicable deadline, or claims without sufficient evidence to verify the reported issue, may not be accepted.

Speedfulfill reserves the right of final interpretation of this After-Sales Compensation Policy.