This refund policy is to be used as a resource by dropshippers who utilize the Zopi Fulfillment service. Please review the following policies carefully to understand clearly when you are eligible to 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.

a. If an item doesn’t arrive within a specific time frame: Zopi’s Supplier will track the package and urge the logistics provider to deliver it as soon as possible. Additionally, depending on the situation, Zopi’s Supplier will offer the customer 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. Except for force majeure, such as policy, customs, and weather effects.

b. If the item is lost during shipping: You are eligible for a full refund or ask for 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. The specific details can be negotiated between both parties.

However, please note that if the issue is caused by the customer—such as the need for your customer to assist with customs clearance, failure to pick up the item from the collection point, incorrect phone number leading to inability to contact your customer, your customer not answering calls, or an incorrect delivery address—these situations require you to resolve them as soon as possible. Meanwhile, Zopi’s Supplier will contact the customer through Contact Supplier feature in Zopi to provide the logistics provider’s contact information and package details. If the delivery has not yet timed out, the customer needs to proactively contact the logistics provider for re-delivery or pick up. 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 dispute is due to Zopi’s Supplier 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. Zopi’s Supplier will contact you within 24 business hours after they receive 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 Contact Supplier feature in Zopi and process a refund or replacement after receiving the customer’s return and checking 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, 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 instructions.

Steps

• Log into Zopi > Order Center > Shipment tab.
• Access the All sub-tab and navigate to the order you want to refund.
• Click 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 of 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:

• It’s required to request a refund within 30 days of receiving the item and provide a detailed photo or video of the package being opened, as well as 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 the request. If approved and no return of the product is required, Zopi’s Supplier will process the refund within the next business day. The refund will be issued through the original payment method.

3. Customer Returns the Product

The customer is required to return the product to the warehouse of Zopi’s Supplier and bear the return shipping costs (except for quality problems or problems 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. The refund will be processed 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, Zopi’s Supplier will issue a full refund (including shipping costs) 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 to the customer.

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.), and request a return. 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. Not 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 by Issue. 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 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 try to offer the best service. If you have any other questions, please contact Zopi Customer Support team via the Live chat window on the right screen or email [email protected]