Refund policy

Important

This policy applies to products and services provided by Easybuy Choice ("we", "us"). It does not cover services provided to you by third parties. If you use a third-party service, the terms of that third party apply, and Easybuy Choice is not responsible for services provided by third parties.

1. Shipping Issues

  1. No tracking / no update / lost in transit. If there is no tracking information, tracking has not updated for more than 7 business days, or the package was lost in transit, we will reship or issue a full refund after verification.
  2. Damaged in transit. If the official carrier tracking shows the package was damaged in transit, we will reship or issue a full refund.
  3. Marked delivered but not received.
    • If the delivery address in the official carrier tracking does not match the recipient address on the order, and we confirm the carrier delivered to the wrong address, we will reship or issue a full refund.
    • If the delivery address in the official carrier tracking matches the recipient address on the order, we will provide proof of delivery only. No compensation will be issued.
  4. Returned by the carrier. If a package is returned for carrier reasons (for example, a damaged label or a return with no stated reason), we will reship or issue a full refund once the returned package is received at our warehouse.
  5. Own Label orders. Section 1 applies to orders we ship (Dropship). For Own Label orders shipped with your own label, shipping issues are handled between you and your carrier.

2. Customer-Related Returns

  1. Address or delivery issues. For packages returned because of an incorrect address, an address change, a missed pickup, an unreachable recipient, or a refused delivery, we will issue a refund after the returned package is received at our warehouse, minus round-trip shipping and the warehouse handling fee. The warehouse handling fee equals the Own Label handling fee shown for that SKU.
  2. Change of mind. If the end customer ordered the wrong item, no longer wants it, or does not like it, you may request a return label as long as the item is still in resalable condition. Please return the item promptly. The return package must include all original packaging, accessories and instructions. After the return is received, we will issue a refund minus round-trip shipping and the warehouse handling fee.

3. Product Issues

For quality issues, missing items, wrong items shipped, items not as described, or damaged packaging, you may submit an after-sales claim. Based on the order, we will provide a return label. Please return the item promptly. The return package must include all original packaging, accessories and instructions. After the return is received, we will issue a full refund, including return shipping. If no return is required, we will issue a full refund within 7 business days.

The following are not considered product issues:

  1. Color differences. Colors may vary because of photography equipment, lighting and display settings. Color differences are not considered a wrong item or a listing error.
  2. Size differences. Dimensions are measured by hand and may vary slightly depending on the tools and method used. Size differences within a reasonable range are not considered a wrong item or a listing error.
  3. Improper use. Damage caused by the end customer's improper use, or by failing to follow the product instructions, is not a product quality issue. We are not liable for any resulting personal injury or property damage.

4. Required Documents for a Claim

Shipping issues

  • Screenshot of your order placed with Easybuy Choice
  • Screenshots of emails or messages between you and your end customer
  • Screenshot of the carrier tracking page

Customer-related returns

  • Screenshot of your order placed with Easybuy Choice
  • Screenshots of emails or messages between you and your end customer

Product issues

  • Screenshot of your order placed with Easybuy Choice
  • Screenshots of emails or messages between you and your end customer
  • Photos or video clearly showing the product issue
  • Photos of the outer packaging, clearly showing the full shipping label

Notes

  1. All product returns require a free return label issued by us. We will refund or reship once the item arrives at our warehouse.
  2. If the end customer returns the item on their own, you must promptly email the new return tracking number and your order number to customerservice@easybuychoice.com.
  3. Claims about product issues without supporting evidence will not be compensated.

5. Exclusions

We cannot accept claims in the following cases:

  1. Any item not purchased through Easybuy Choice (SKU does not match).
  2. Claims submitted after the after-sales period. The after-sales period is 40 calendar days from the order payment date. For pre-order items, it is 40 calendar days from the delivery date.
  3. Claims that miss the processing deadlines. Return labels are issued within 3 business days after a claim is approved. The package must be returned within 15 calendar days of receiving the return label. Returns after this deadline will not be processed.
  4. Any intentional, malicious or fraudulent attempt to obtain compensation.
  5. Delays or interruptions caused by force majeure.
  6. Items returned to the wrong warehouse will not be refunded.

Contact: To submit a claim or ask a question, email customerservice@easybuychoice.com with your order number.