Refund, Resend and Returns Policy

Retail Panda Refund, Resend, and Returns Policy

At Retail Panda, we are committed to ensuring a smooth and transparent experience for our customers. The following policy outlines the terms for refunds, resends, and returns. Please review this policy carefully, as it is based on our partnership with CJdropshipping.com (“CJ”). Any disputes with Retail Panda should be initiated directly on our platform to ensure prompt resolution. Failure to do so may result in account restrictions.

Dispute Requirements

To facilitate a quick resolution, we kindly request the following:

  1. Visual Proof: Clear photos or videos of any damaged items.
  2. Complaint Documentation: A screenshot of any email or dispute received, including the sender’s name, date, and details of the complaint.
  3. Return Requests: If CJ requests a return, the item must be sent back to our warehouse for verification.

Refund, Resend, or Return Conditions

Retail Panda will issue refunds, resends, or accept returns for the following reasons:

1. Delayed Orders

  • Orders are considered delayed if they lack tracking information, remain in transit, or are still pending 60 days after departing the CJ warehouse.
  • Special Cases:
    • USA Orders: Considered delayed after 45 days.
    • Brazil Orders: Considered delayed after 110 days.
    • CJPacket Liquid Line Orders: Considered delayed after 100 days.

Note: Delays can occur if the delivery address is incomplete, packages remain unclaimed, or there are local postal issues. Customers may need to contact their local post office for assistance in such cases.

2. Orders Not Received

  • Refunds or resends will not be issued if the tracking shows the order as “Delivered.”
  • Exception: If the customer provides an official non-delivery certificate from the local post office, stamped and signed.
  • Tracking Alerts: We will investigate alerts such as incorrect addresses, unknown recipients, customs holds, and similar issues.

Note: Packages unclaimed within the delivery period may be returned to the sender. If returned to our warehouse, items will be added to your private inventory without a refund.

3. Damaged Products

  • Full Refund or Replacement: If the package arrives severely damaged.
  • Partial Refund or Replacement: If only part of the item is damaged (e.g., slight scratches or minor defects).

Note: Damage complaints for electronic or service products should be submitted within 30 days after delivery.

4. Incorrect or Missing Products

  • Incorrect Items: Full refund or replacement.
  • Wrong Color/Size: Refund or resend will be provided upon proof of the customer’s complaint.
  • Missing Parts: We may issue a partial refund, resend the missing part, or provide a full replacement if the missing part affects functionality.

Note: Please measure products carefully for size-related disputes and provide photos.

5. Order Cancellation

  • Full refunds are available for cancellations before orders are processed at our warehouse.
  • Exceptions:
    • Customized (POD) orders.
    • Preorder inventory items.
    • Orders with planned video or photo services.

Important Terms

1. Dispute Deadline

  • Disputes cannot be opened once the order status is closed or if tracking information is untraceable.

2. Force Majeure

  • Retail Panda is not responsible for delays or damages due to natural events (e.g., pandemics, strikes, extreme weather, customs inspections).

3. Shipping Method Limitations

  • Some shipping methods may not be trackable in specific regions. Disputes are not accepted if untrackable shipping methods are selected for such locations.

4. Destination Limitations

  • Due to international shipping constraints, Retail Panda will not accept disputes for orders shipped to certain restricted countries.

5. Returns

  • Returns are only accepted at our China warehouse. However, we advise against returns due to high shipping costs, long transit times, and potential damage.

Note: Products should be returned within 30 days after receipt.

6. Service Products

  • Disputes related to quality or delivery for service products may not be accepted unless inspected by CJ.

7. Unacceptable Disputes

  • Retail Panda cannot accept disputes based on the following:
    • Buyer’s change of preference.
    • Minor product discrepancies or differences pre-negotiated.
    • Issues due to incorrect shipping addresses.
    • Customs clearance delays due to local policies.

Retail Panda values our customers and strives to provide the best possible service. For any further questions, feel free to reach out to us.

Thank you for your understanding and cooperation.