Refund, Resend and Returns Policy
This refund policy is to be used as a resource by dropshippers who work with oncedrop.com.
Please review the following policies carefully.
ALL DISPUTES SHALL BE OPENED ON ONCEDROP. OTHERWISE,ONCEDROP WILL BLOCK YOUR ACCOUNT PERMANENTLY.
Oncedrop offers a quicker dispute solution and will appreciate it a lot if you provide:
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to Oncedrop if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Oncedrop will make a refund, resend, or accept the return for any of the following cases:
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Oncedrop warehouse. Following countries and shipping methods may be different:
a.For orders shipped to the USA, it will be counted 45 days after orders departed from Oncedrop warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from Oncedrop warehouse due to the strict customs clearance at Brazil.
c. For Packet Liquid Line to all counties, Oncedrop will deal with your dispute for delayed orders after 100 days counting from the date that order departed from Oncedrop warehouse.
d.For some special shipping methods, Oncedrop cannot deal with your disputes. (See the following important interpretation)
Oncedrop will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If Your clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, Your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Oncedrop takes no responsibility if products have been lost.
b. If the logistics company provides return service to China, Oncedrop will put the products in your private inventory and will not refund them when we receive the returned items.
c. Oncedrop cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
Oncerdop offers a full refund or a replacement if packages arrived are badly damaged.
Oncerdop offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a.For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Oncerdop cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c.For ordinary, electronic products, Your clients shall complain or open a dispute to you within 30 days after packages are delivered.
d. For service products, Oncerdop refunds you the cost of the product which is the price in China market. If you have Oncerdop quality inspection service. Otherwise, Oncerdop will not take any responsibility for them. (See the following important interpretation > Service products)
Oncerdop has a strict quality control process before products are dispatched. Oncerdop will deal with incorrect or missing products as follows:
a.For incorrect products, Oncerdop offers a full refund or replacement.
b.For products with wrong color, size which doesn’t affect product function, etc., Oncerdop offers a refund or resend if you provide a screenshot of your clients’ complaint including name, content and date.
c. For parts missing which doesn’t affect product function, Oncerdop may refund partially or resend the missing part; for parts missing which affect product function, Oncerdop will resend the product only.
d.For accessories, Oncerdop will resend the accessories.
For orders cancellation, Oncedrop offers a full refund before products are processed by warehouses.
a.After payment, POD orders cannot be canceled as it is customized.
b.After payment, preorder inventory orders cannot be canceled as it is special products and only available for you.
c.After payment, video and photo orders cannot be canceled as Oncedrop has planned and prepared for you after payment.
Important Interpretation
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
Oncedrop takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Oncedrop will notify you by Oncedrop Chat, Email, Line, WhatsApp etc.
Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. Oncedrop lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including
Notes:
When choosing certain shipping methods, the remote addresses will be charged additional cost.
Due to limited international transportation, ONCEDrop will not accept any disputes when your orders are shipped to the following countries:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d’Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia, Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
Products can be returned to Oncedrop China warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at Oncedrop China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
a. If you indeed want your buyer to return the products, please follow these steps: How to return products to ONCEDrop warehouse
b.Please return products within 30 days after receiving products.
Service products apply to the following interpretation.
a.Any disputes arising from products damaged or shipping delayed, Oncedrop may not refund the product cost.
b.Any disputes arising from bad quality, Oncedrop may not accept as the supplier is not Oncedrop.
c.For service products without quality checking inspection, Oncedrop may not accept the disputes.
Oncedrop shall not accept any unreasonable disputes, including but not limited to:
a.The buyer does not like it.
b.The product description is not real.
c.Products smell unusual.
d.The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h.In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.