This refund policy serves as a comprehensive guide for dropshippers utilizing the Zopi Fulfillment service. Please review the following policies carefully to understand when you can request a refund.
Conditions to Apply for a Refund
1. Item Not Received
Common situations include items not arriving, delays, loss during transit, or customs clearance failures. Understanding these scenarios will help you determine your eligibility for a refund.
a. If an item doesn’t arrive within a specific time frame:
- Zopi’s Supplier will track the package and collaborate with the logistics provider to expedite delivery.
- Depending on the situation, Zopi’s Supplier will offer a minimum compensation of $1 for the delay within 24 business hours through the original payment method. The specific amount can be negotiated between both parties.
- This does not apply in cases of force majeure, such as policy changes, customs issues, or weather effects.
b. If the item is lost during shipping:
- You are eligible for a full refund or can request re-delivery.
c. If the item has not been shipped for an extended period:
- You may be eligible for a full or partial refund. Zopi’s Supplier will provide a minimum compensation of $1 for the delayed shipment, with specific details negotiable between both parties.
Note: If the issue is caused by the customer—such as needing assistance with customs clearance, failure to pick up the item, incorrect contact information, or an incorrect delivery address—you must resolve these issues promptly. Zopi’s Supplier will contact the customer through the Contact Supplier feature in Zopi to provide logistics contact information and package details. If the delivery has not timed out, the customer should proactively contact the logistics provider for re-delivery or pickup. If the customer fails to resolve the issue within the specified time and the package is returned, the logistics provider will not attempt delivery again, and Zopi’s Supplier will not refund any fees.
2. Damaged or Defective Item
a. If the issue is due to Zopi’s Supplier’s fault (such as product damage, packaging damage, product defects, missing items, or incorrect items), Zopi’s Supplier will not require the customer to return the product. They will contact you within 24 business hours after receiving the request to discuss a solution, refund, or re-delivery.
b. If the issue is due to subjective reasons (such as selecting the wrong size or color, buyer’s remorse, or incorrect specifications), Zopi’s Supplier will negotiate with you through the Contact Supplier feature in Zopi and process a refund or replacement after receiving the customer’s return and inspecting it.
3. Items Not as Described
If the item you received does not match the product description, you are eligible for a refund. Please provide clear evidence, such as photos or videos, to support your claim.
Steps to Get a Refund
1. Request a Refund
You can initiate a refund request on Zopi by following these steps:
- Log into Zopi > Order Center > Shipment tab.
- Access the All sub-tab and navigate to the order you want to refund.
- Click the three-dot icon on the right of the Order Card and select the Request refund option.
- In the Reason for refund drop-down menu, select the reason for the refund.
- In the Delivery status drop-down menu, select the status of the order delivery.
- Input your description of the item issue to provide supporting proof based on the selected reason.
- Upload photos to prove damage.
- Click Confirm.
IMPORTANT NOTE:
- Request a refund within 30 days of receiving the item and provide a detailed photo or video of the package being opened, along with a description of the problem.
- During the refund process, Zopi will update the refund status under the Refund tab in-app, allowing you to easily monitor the status of your orders.
2. Zopi’s Supplier Review
Zopi’s Supplier will review the refund request within 24 business hours after receiving it. If approved and no return of the product is required, Zopi’s Supplier will process the refund within the next business day through the original payment method.
3. Customer Returns the Product
The customer is required to return the product to Zopi’s Supplier’s warehouse and bear the return shipping costs (except for quality problems or issues caused by Zopi’s Supplier).
4. Checks Returned Products and Refunds
After receiving the returned product, Zopi’s Supplier will conduct an inspection. If the product meets the refund criteria, Zopi’s Supplier will issue the refund within 5-7 business days after the inspection through the original payment method.
Return Amount
1. Full Refund
If the product has quality issues or significantly differs from the description, you will receive a full refund (including shipping costs). If a refund is requested before Zopi’s Supplier ships the product, a full refund (including shipping costs) will be issued within 24 business hours.
2. Partial Refund
If you request a refund after Zopi’s Supplier has shipped the product but before the package has left the China consolidation warehouse, Zopi’s Supplier will deduct the logistics interception fee (typically $1-$3) before issuing the refund. If the product is slightly damaged but still functional, Zopi’s Supplier will negotiate with you through the Contact Supplier feature in Zopi and then issue a partial refund.
If the product has no quality issues and matches the description, but your customer selected the wrong size/color/specification (e.g., clothing, shoes, etc.), the customer will be responsible for the return shipping costs. After Zopi’s Supplier receives and inspects the returned item, only the product cost will be refunded (shipping costs will not be refunded). Alternatively, Zopi’s Supplier can negotiate with you to resend the required size/color/specification (if the price difference is minimal).
3. No Refund
If the product has no quality issues and matches the description, or the return is due to personal reasons (e.g., your customer doesn’t like it or has changed their mind).
Important Clarifications
Reporting Damages
Damaged or defective items must be reported within 30 days of delivery. Please provide detailed photos or videos of the packaging when opened, along with a description of the issue.
Evidence
For refund requests related to delays or items not received, you must provide sufficient evidence for all claims. This includes a screenshot of the email or dispute, showing the customer’s name, date, and complaint details (via PayPal Dispute or email). If your customer has not received the package, a non-delivery certification issued by the local post office with an official seal is required.
Return Policy
Zopi’s Supplier accepts returns within 30 days of delivery. Items must be in their original condition, unused, and in the original packaging. Zopi’s Supplier is responsible for managing customer returns. Please note that the return policies will be enforced according to Zopi’s Supplier’s current policies.
Shipping Fees for Returning Products
If the issue is due to product quality, Zopi’s Supplier will cover the return shipping costs. If the return is due to the customer’s subjective reasons (such as choosing the wrong size, buyer’s remorse, or incorrect specifications), the customer will be responsible for the return shipping costs.
Zopi always strives to offer the best service. If you have any other questions, please contact the Zopi Customer Support team via the Live chat window on the right side of the screen or email [email protected].