Warranty and Return

In order to improve the service quality provided by Chinabrands and to help our valued members to provide better services for their customers, the terms of the After Sale Service provided Chinabrands are as follows.

Note: the following terms refer to the policy and instructions of the After Sale Service for Chinabrands, and how distributors engage with customers.

1. Active conditions for After Sale Service

Purchase of After Sales Insurance is necessary.

Cost of After Sale Insurance: 2% of total order amount.

Chinabrands is only responsible for orders with After Sale Insurance purchased.

It is necessary to purchase After Sale Insurance at Chinabrands. Chinabrands is unable to offer After Sale Services for orders without After Sale Insurance.

2. Evidence for After Sale Services

The related evidence is needed. The acceptable conditions are: screenshots of email history, screenshots showing refunds from PayPal and other payment methods recognized by Chinabrands, images of problems associated with the order, video footage (videos illustrating the problem), and so on. Chinabrands offers no After Sale Service to orders that do not demonstrably provide clear photographic/video proof of the problem. Furthermore, the following information is also needed:

The format is as follow:

Order number:

Shipping Method + Shipping Number:

Item SKU:

Details for problem:

Customer demands:

3. Time Period for After Sale Service

(a)Quality problem: product quality issue within 15 days of receipt.

(b)Damaged during shipment: product is defective due to shipment/transit within 7 days since delivered.

Problems above need to be reported within the stated timeframes, otherwise we will deem the problem to be caused intentionally, making the case ineligible for any after sale service.

4. After Sale Services for Received Products

(a)Quality problem: Flaws caused during production and shipping process. Due to extreme discounts on all our items, we cannot offer After Sale Services for products with less than 10% damage/defect.

(b)Problem of fittings: fittings are damaged, defective, or missing.

After any evidence provided has been verified by us: for problems that can be resolved by the buyer, we can refund the cost only if the cost is below the product cost; for problems that cannot be solved by the buyer or the cost exceeds the product cost, we can provide either usable fittings or refund following a product return (RMA). The order amount will determine how the situations listed are resolved.

(c) Orders are left unattended or mistakenly shipped: resolution based on order amount.

Orders left shipped: Check the package weight of the order to confirm, the solution should be provided between buyer and customer assistance through clear and professional communication.

Orders mistakenly shipped: Check order SKU and SKU of the received package to confirm, the solution should be managed between buyer and customer assistance through communication.

(d) Damaged during shipping

Package damage: it cannot be handled if product is functional.

Product damage: it cannot be handled if product is functional and the damage amount is below 10%.

(e) Wrong description for product

If the words and pictures on the description page are slightly different from actual product, but the product is functional then After Sales Services cannot be offered.

Words and pictures on the description page are slightly different from actual product, and the product cannot be used for its designated function, the solution should be negotiated and communicated between buyer and customer assistance.

The following chart outlines the solution handling outcome for the After Sale Issues listed above.

√ denotes a solution that is available while X indicates that no solution is available.

Note: shipping method should be same as original shipping method based on price (e.g. post insured for post insured, surface mail for surface mail, etc), Chinabrands does not pay for shipping if a buyer returns a product.

Buyers need to complete an RMA Return Form when returning products ; refunding or resending products can only be actioned after the warehouse confirms product receipt.

Types of Issues Solution Partial Refund Full Refund fittings Resupply Refund After Return Product Resupply (Chinabrands pays for Shipping)
Quality Issue
Fittings & Parts Issue X
Product Left & Mistakenly Shipped
Damage during shipping Package damage X X X
Product Damage & Flaw(Extent & Scale exceeds 10% of (product or) Inoperative Product)
Wrong description Product is different from words and pictures on product detail page

5. Custom Clearance

For custom clearance, respective responsibility needs to be clarified between the buyer and our company.

(a)Tariff claim: tariff is claimed by local customs based on local policy, and specific to different countries and states, so buyers are responsible for payment. Since it is clearly out of our control, we do not classify this as an After Sale Issue.

(b)Package destroyed by customs or cargo agent: we are not responsible if buyers reject or contest tariff claim or attempt to import products prohibited in their state, country, or region.

(c)We are not responsible for products that cannot go through/clear customs due to lack of product qualification; buyers need to clearly state what qualification issues are involved.

Note: Members are solely responsible for checking (a) if sensitive product(s) can be shipped to the destination before dispatch and (b) whether the product requires any specific credentials/declarations.

6. Types of After Sale Services available for products not received

(a) Yet to be received: Buyers are informed by Customer Service staff; we are not liable for packages that have been returned or destroyed that have not been dealt with in time.

(b) Abnormal delivery: Buyers are informed by Customer Service staff, we are not liable for packages that have been returned or destroyed that have not been dealt with in time.

(c) Failed to deliver: Buyers are informed by Customer Service staff, we are not liable for packages that have been returned or destroyed that have not been dealt with in time.

(d) Exceeded shipping time limit, refunded by platform dispute: If the package has not been received 60 days after the sale, the package is declared missing.

(e) Package delivered, buyer reports not received: buyer needs to obtain proof that the “package has not yet arrived” from their local post office and send the proof to us for further checking.

(f) No shipping update: over 15 days since the sale have elapsed without a shipping update, shipping status with order number will be checked, if the order has still not been received after 60 days, after sale arrangements can be approved for the above situation.

(g) We are not responsible if the buyer refuses to receive and accept a package.

(h) The missing package condition is not applicable to surface mail as well as package checks.

The following chart outlines the solution handling outcome for the After Sale Issues listed above.

√ denotes a solution that is available while X indicates that no solution is available.

Package Shipping Issue Solution Refund the product cost Resending the product
Yet to received X X
Abnormal delivery X X
Failed to deliver X X
Exceeded shipping time limit, refunded by platform dispute X X
Package delivered, buyer reports not received X X
No shipping update X X
Buyer rejects package upon arrival X X
Not received 60+ days after dispatch, unusual shipping update

If a package has been returned due to the above shipping problems, we will provide refund to buyers only after the package has returned to our warehouse; we are not liable for packages that go missing or have been destroyed in transit.

7. Returned by shipping

(a)Overseas package return: items not received (see Term 6 above), including packages that have been returned, abandoned or destroyed, will be dealt with according to the terms and conditions:

☆ Overseas return:

Cost of resending = Return shipping the item to us + Cost of return shipping to customer

Refund = Price paid for product - Cost of Resending

(b)Domestic packages returned: domestic packages returned due to address issue, security check, etc. These situations will be handled either by resending or refund:

☆ Resending will use a shipping carrier at equivalent cost: for instance, post insured for post insured, surface mail for surface mail, etc.

☆ Refund amount = price of product – shipping cost.

8. Online Express

Chinabrands does not charge shipping cost with online express on certain platforms, such as Aliexpress and eBay. Please kindly contact the respective shipping carrier used by the platform to deal with online express issues. Chinabrands does not deal with these situations.

Exemption Disclaimer

The following conditions are exempt from receiving After Sale Services:

Incorrect address provided by buyers; buyers who cannot provide evidence that meets the threshold of proof and who do not intend to return the product for testing; buyers who ask for resends, resupply and return, refund overdue; product shipped, situations caused not by quality issues and/or not our responsibility, buyers who provide subjective/unacceptable reasons to ask for refund. Please kindly contact our customer services for further information.