REFUND POLICY

  1. Item not as described, tracking problem
  • Tracking did not update:

Normally, tracking will be taken 24-96 hours to update more information. If not, please contact our support, we will help you check it.

  • If your customer received a damaged/flawed/incorrect order in the mail.

You should ask your customer to show you the proof that the product that they received, did not like your mockup or broken or bad quality, we will check your photos. (the customer should take a photo that show the product with a real ruler on it (with wrong size); the photo shows the product has been broken or bad quality and shipping label.

Solution for this case:

  • Case 1: In the rare event that a customer accepted to resend, Yiwang will process a one-time free exchange for your customer, free exchanges will only be allowed once per order. Any costs related to exchanges past the first free exchange must be covered by Yiwang.
  • Case 2: A customer did not accept to resend or open dispute on Paypal, Yiwang will refund base cost + reimbursement fee (commit with seller)
  • Case 3: A customer complain about quality of the product, if it likes our products that show in Yiwang office (not different mockup), the reason is a customer did not like product, we will not take a responsibility for this order.

 

  1. The wrong address

First of all, please kindly check carefully you sent us the correct the customer’s address or you contact the logistics to change the address, because we will not refund nor assume liability for orders that are lost due to incorrect Shipping Address.

If we sent the wrong address that you gave, we will refund base cost or resend a new package.

  1. The customer did not receive product
  • If your customer claims they never got their package in the mail make sure they asked their family or neighbor who can help them received the package.
  • Many times, the package will be sitting at the local post office due or there was a missed delivery attempt. In this case please notify your customer with the tracking code and logistics website or phone number.
  • For U.S. orders, if a package has not been successfully delivered and it has been more than 30 days since the order was placed and tracking data is showing, you can request a refund or make a request to have the order be re-sent. If it has been less than 30 days and tracking data is showing, please tell your customer to patiently wait until the package has a chance to arrive.
  • For international orders, if a package has not been successfully delivered and it has been more than 45 days and tracking data is showing Yiwang will replace or refund these orders.
  • If a package is returned to sender by the shipping courier, Yiwang will reship the package to your customer for a small fee after an address verification is complete by the seller. Yiwang will not refund nor assume liability for orders returned to sender due to incorrect address information provided by customers or missed delivery attempts by couriers. Sellers may request a reshipment attempt but will be responsible for fees associated with additional delivery attempts.

 

 

  1. Problem from the logistics

If you would like orders via DHL express, the customer’s address should have phone number and not a PO box.

Custom Duties, Tax and charges are not included in our base price. This is a seller’s responsibility as each country has different Custom Duties and Laws of Taxation.