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Return & Refund Policy

Return & Refund Policy

Returns and refunds are classified by the following categories:

(I) Item Not Received, (II) Invalid tracking number, (III) Item Not As Described, and (IV) Received well but need to return

The following conditions apply for all return and refund requests.

Return & Refund Requests:

You can request a ‘Return & Refund’ within the following time frames based on the shipping method that was used.
  •  5-90 days if your package was shipped via UPS, FedEx, TNT, DHL or USPS.
  •  7-90 days if your package was shipped via EMS, E-packet or E-quick.
  •  10-90 days if your package was shipped via regular post such as China Post, Hong Kong Post, etc.

Buyer Dispute Cases

Evidence and expected solutions/requests are required when buyer is making a return & refund request for Item(s) not as described. Sellers have to respond to buyer’s request within 5 business days from the date the buyer have opened a case.

If the seller fails to respond to the buyer within the time frame agreed, this will lead to the system automatically issuing the buyer with a refund.

Buyers can contact JoeBuy customer service to assist in any online process after they have reached a final solution with the seller.

When sellers are not cooperative, buyers can escalate the “Return & Refund” case to JoeBuy Resolution Center 3 (VIP) or 5 (regular customer) days after the return & refund case have been opened.

The JoeBuy Resolution Center will provide a solution to the buyer’s case within 10 business days of the date the dispute have been received by JoeBuy Resolution Center.

Evidence is required to be uploaded through the system when the buyer is escalating and changing the dispute reason to “Item not as described”, or the system will automatically release payment to the seller 3 days later due to lack of evidence. The seller is required to upload evidence for Items “Not Received” cases, or the system will automatically issue the buyer with a refund.

If an order has been completed and payment has been released to the seller, the customer can still open an after-sale dispute within 30 days from the payment released date. For personal products, such as underwear, wedding dress, etc., dispute cases should be opened within 7 days from the date the buyer received the item(s). This also applies for a Return & Refund case before the payment release.

Please see below for limited categories:
    

JoeBuy resolution center will commence arbitration in accordance with the terms set forth by the seller. This applies to any Return & Refund requests from buyers, unless there any outstanding after-sales service terms previously set-forth by the seller. If there have been any terms set-forth by the seller in the after-sales service terms, then JoeBuy resolution center with determine the outcome based on any discrepancies on the sellers’ terms.

If buyers wishes to return the item(s) for any reason, this should be subjected to seller’s after-sale service terms including custom-made & personal items such as underwear, wedding dress, etc. JoeBuy Resolution Center will commence arbitration based on both the after-sale service terms and actual dispute case.

I. ITEM NOT RECEIVED

Status: In transit

If the item(s) is currently being delivered and shows as “still on the way to the delivery address”, it can be classified as “Item not received” in the following circumstances:

• Delivery is delayed and there have not been any status updates from the shipping carrier for over 10 days;
• Items are held at one location such as with the shipping carrier or sorting facility for over 10 days.

You can request a “Return & Refund” only after the expiry of the seller’s promised date of shipping your item(s). JoeBuy Resolution Center will commence arbitration based on seller’s promised date and the actual shipping status after a Return & Refund request is successfully made.

Once the item(s) are in the local sorting facility or post office waiting to be picked up, the buyer is responsible for collecting their package. If the buyer refuses to do so due to some personal reasons, JoeBuy Resolution Center will commence arbitration to release payment to seller. If the buyer refuses to collect the package due to item(s) or seller’s problem, then JoeBuy Resolution Center will offer a full refund to buyer.

Status: Items detained by Customs

If a shipment is detained by a customs officer or is waiting to clear customs, and there are no updates on its up-mentioned status, the buyer may provide a scanned copy or photo of the customs letter confirming the delay.

Table 1. Indicates potential reasons for customs issues and which party, seller or buyer, should be held responsible for the delay.


Status: Items returned or on the way back to seller


A. Item shows returned

If an item is returned to the seller, or is held at one location, JoeBuy Resolution Center will commence arbitration based on the following circumstances:

i. Buyer provided the wrong shipping address

- JoeBuy Resolution Center will allow the seller to retain the shipping cost after an official invoice has been provided by the seller, and the balance of payment will be refunded to buyer.

ii. Fault lies with the seller

- JoeBuy Resolution Center will decide to give a full refund to buyer.

B. Item shows delivered

Including but not limited to tracking information, JoeBuy Resolution Center will check other tracking information such as city, postal code and consignee. Payment will be released to the seller if above-mentioned are all correct.

A full refund will be issued when a package is signed by customs, for example, the consignee is Douane (French customs)

Status: Buyer refused to sign for an item 

If an item arrives to the delivery address and the buyer refuses to sign for the item(s) because the shipment was delayed or the package arrived damaged, the seller will be responsible and a return and refund will be processed by JoeBuy.

If the buyer refuses to sign for the item without any reason, no reasons found by JoeBuy Resolution Center or JoeBuy Resolution Center didn’t get any evidence from the buyer, then the customer will be responsible for paying both the shipping cost and return shipping cost.

Status: Tracking information is not complete

When there is no complete delivery information after the promised delivery date and the payment amount is more than US $100, the seller will need to provide JoeBuy with evidence, which can prove the package was signed.

A full refund will be issued if the seller fails to provide the necessary evidence or the evidence provided is not valid.
This term can also apply for any agreement regarding sending a replacement.

Status: delayed shipment

If a valid tracking number is uploaded after the shipping deadline, or the seller provides proof that the correct tracking number was given to the buyer, then JoeBuy Resolution Center will commence arbitration to issue a refund or return item according to the actual conditions.

II. Invalid tracking number

If a shipment is missing a tracking number or the tracking number cannot be located on the shipping carriers website after 5/7/10 days (details as the table indicates below) from when the seller provided the tracking No. , then JoeBuy Resolution Center can assist in verifying or refunding.


If the shipping or tracking number is located and confirmed but the delivery information is found to be inconsistent with that provided by the buyer, or the seller did not provide any shipping documents, the seller will be responsible for providing a refund.

If the seller ships or is preparing to ship the item(s) when JoeBuy Resolution Center is still reviewing the case, and no agreement has been reached on this matter between the seller and the buyer, then JoeBuy Resolution Center will confirm with the buyer first, and a refund will be issued when buyer does no longer want the item.

II. ITEM NOT AS DESCRIBED

Status: Item received has performance and/or quality issues


An item is defined as having performance and/or quality issues if upon receipt it is damaged, defective, or has other issues where the item cannot be used for its intended purpose. It is assumed that these items shall be in good working order and perform as indicated in product description, illustration, and technical specifications of the particular model.

In the following conditions outlined in Table 2 below where a product is believed to not match quality standards as indicated in the Seller’s item description, Customer must provide clear proof, such as by photo or video, to JoeBuy’s Resolution Center, who will then determine whether a return and refund is warranted. For items that are proven to have serious defects, returning the items may not be necessary.

For in-depth details on providing proof for refund claims regarding damaged or defective items, please visit our section on Contact us.


Table 2. Examples of performance and/or quality-related issues of various classes of products.

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Status: Quantity and/or sizing issues

1) Quantity shortage

If an order received is of lesser quantity than described, Customer must provide clear proof, such as by photo or video, to JoeBuy’s Resolution Center, who will then review the freight weight certification to determine whether a return and refund will be issued.

2) Sizing/Measurements

If an order does not meet described sizing (e.g. clothing, shoes) and/or measurements (e.g. mobile phone, tablet display screens, etc.), Customer must provide clear proof, such as by photo or video , to JoeBuy’s Resolution Center who will then determine whether a return and refund is warranted; if there is a misunderstanding of sizes or measurements, unless there is an obvious difference between what Customer ordered and what was received, JoeBuy’s Resolution Center will review the item description and adhere to globally recognized measurements in making its determination.

Status: Fake or misstated items

If an item received differs from the product description because it is fake or was falsely misstated, Customer must provide clear proof, such as by photo or video, to JoeBuy’s Resolution Center who will then determine if a refund will be issued.

For example: An item can be considered fake if the item description states the material is gold, but the item is of another type of material.

Status: Items that infringe on intellectual property rights (IPR)

If an item received infringes or violates an authorized brand holder’s intellectual property rights, Customer must provide clear proof, such as by photo or video, to JoeBuy’s Resolution Center who will then determine if a refund will be issued.

Status: Color, appearance, or style discrepancies

If a received item differs from the item listing's photos with regards to color, appearance, style—including model and/or material type, Customer must provide clear proof, such as by photo or video, to JoeBuy’s Resolution Center who will then determine if a refund will be issued.

If a return and refund request is opened, options available to the customer would be partial or full refund. If the item is returned, buyer will pay for the return shipping cost first and the seller will be responsible for reimbursement.

In the following conditions outlined in Table 3 below where a product is believed to not match the color, appearance, or style as indicated in the Seller’s item description and images, Customer must provide clear proof, such as by photo or video, to JoeBuy’s Resolution Center, who will then determine whether a return and refund is warranted.

For in-depth details on providing proof for refund claims regarding discrepancies in item color, appearance, and/or style, please visit our section on Acceptable Supporting Evidence

Table 3. Examples of items not as described due to color, appearance, sizing, and/or style issues.


For in-depth details on providing proof for refund claims regarding the receipt of items not as described by Seller, please visit our section on Contact us.

III. OTHER REASON RETURNS

If a refund and return is requested on an item for other reasons such as “I do not like the item” or “I no longer want the item,” and the seller agrees to the proposal, the Customer (buyer) will be responsible for paying return shipping and freight fees. “Other Reason” returns must adhere to time limits set by the Merchant.

JoeBuy Resolution Center is not involved in “Other Reason” returns such as those listed above unless there is a specific problem or discrepancy with an order between Customer (Buyer) and Merchant (Seller) concerning Items Not Received or Not As Described, the Resolution Center will assist in the mediation process.

IV. APPEALS ON DECISIONS MADE BY THE RESOLUTION CENTER

JoeBuy’s Resolution Center will enforce its policies according to those general principles as stated. If a Merchant (Seller) or Customer (Buyer) has any disagreement with the decisions made by the Resolution Center, you can leave message and send evidence to our customer service. In such cases, JoeBuy will process the appeal and provide a result within 10 business days. If the party making the appeal is required to provide relevant support materials during the proceedings, he/she should comply within 5 business days; otherwise, JoeBuy will deem said party as giving up their right to appeal.