Refund and Return Policy on DD4.com
Returns and refunds are classified by the following categories:
(I) Item Not Received,
(II) Item Not As Described,
and (III) Other Reason Returns
The following conditions apply for all return and refund requests.
I. ITEM NOT RECEIVED
Usually it takes 12-29 working days to be delivered(Exact time varies with exact destination). If you did not receive the order during the estimated period, please check with your local post office or customs with your tracking number.If still no updating, please contact customer service for further help.We will contact the post office to open a track first, it takes about 7 days to make it clear, then we will decide to make a full refund or not.
Notes: If the tracking shows” delivered/duly voted”, but receiver claim not receiving, please propose complaint with your local post office, the seller or DD4 does not bear refund or compensation.
II. ITEM NOT AS DESCRIBED
SITUATION: Quantity issues
1) Quantity shortage
If an order received has less quantity than described, the Resolution Center will review the photo received from the buyer and freight weight certification to determine whether a refund will be issued.
If an order does not meet described measurements or there is a misunderstanding of measurements, the Resolution Center will review the item description and adhere to global recognized measurements.
For example, for earrings, 1 piece would refer to 1 pair of earrings.
SITUATION: Items that infringe on intellectual property rights (IPR)
If an item received infringes or violates an authorized brand holder's intellectual property rights, the Resolution Center will review as to whether a refund will be issued. Generally, photo or video of the item will need to be submitted.
SITUATION: Color, style, or size discrepancies
If an item differs from the item listing's photos and/or size, color, appearance, style, model or material, the Resolution Center will review as to whether a refund will be issued.
For color or style discrepancies, options available include return and full refund, or partial refund. If the item is returned, the Merchant will be responsible for the return shipping fees.
For size discrepancies, the Resolution Center will review information provided via photo or video as to whether a refund will be issued.
SITUATION: Item not as described
If item received not as described, please submit photo or video within 15 days upon receipt, DD4 will review and decide to refund or not.
SITUATION: Quality issues
An item is defined as not matching the product description if upon receipt it is damaged, defective, or has other quality issues where the item cannot be used for its intended purpose, please submit photo or video within 15 days upon receipt, DD4 will review and decide to offer replacement or refund.
III. APPEALS ON DECISIONS MADE BY THE RESOLUTION CENTER
DD4's Resolution Center will enforce its policies according to the general principles stated. If a Merchant (Seller) or Customer (Buyer) has any disagreements on the decisions made by the Resolution Center, an appeal may be made by sending an email to email@example.com. In such cases, DD4 will make note of the appeal and provide a result within 10 business days. If the person making the appeal is required to cooperate in providing appeal materials during proceedings, they should cooperate within 5 days. Otherwise, DD4 will deem the person making the appeal as giving up their right to appeal.
IV. PRODUCT RETURN PROCESS
Product Returns occur in the following situations:
(I) Shipping issue of the item
Item/package was damaged during shipment and delivery, customer could refuse to sign for the parcel and contact seller as soon as possible.
(II) Item not as described
Item received has less quantity than described.
(III) Other reason returns
A refund and return is requested on an item for other reasons within 15 days upon receipt.
A. Handling Process
Within 4-120 days after the seller ship the item, customer can contact the seller and make an agreement of returning item within 15 working days.
If an agreement is reached, customer and seller should both obey and fulfill the agreement; if there is any problem making an agreement, we can provide customer
service to help.
Customer and seller will be requested to provide the evidence (photos/videos of defective parts, package material, all items in the package, etc).
B. Return Shipping Fees
The seller should be responsible for the shipping fee of return due to the following reasons:
(1) Quantity shortage
An order received has less quantity than described.
An order does not meet described measurements or there is a misunderstanding of measurements. For example, for earrings, 1 piece would refer to 1 pair of earrings.
(3) Fake or misstated items
An item received differs from the product description because it is fake or misstated, generally, photo or video of the item will need to be submitted. An example of a
fake item is where the item description states the material is gold, but the item is of another type of material.
The customer should be responsible for the shipping fee of return due to the following reasons:
(1) Customer’s reason such as "I do not like the item" or “I do not want the item"
(2) Evidence insufficient. Customer cannot provide valid evidence to prove the defective parts of the item.
(3) More than 15 days after customer receives the item
(4) Customized products. More than 7days after customer receives the item (for customized products).
C. Return Process
(1) Return and Full/Partial Refund
Customer needs to provide the tracking number of the returned item within 7 days after the seller provides the return address. Otherwise the customer will be
considered as giving up this dispute.
(2) Resend a New Item
Customer and seller make an agreement that customer can keep the former item and seller sends a new item to customer. Seller needs to provide the tracking number
of the new sending item within 7 days.
(3) Resend a New Item After The Former Item Returned
After the customer provides the tracking number of returned item, the tracking information shows Delivered, seller needs to provide the tracking number of resending item within 7 days.
Notes: The buyer should make sure that the items returned are in their original conditions. If the items are damaged or lost when they are returned, the buyer will be
responsible for such damage or loss, and we will not give the buyer a full refund. The buyer will be responsible for the shipping fees to return the items, and seller bear
the shipping fee of the replaced one.
After buyer sent back, please take a picture of the logistics bottom bill, we will arrange re-sending within 2 work days after we receive the returned goods, or refund will
be finished within 7 days after product received.