Refunds & Returns Policy

Refund, return and replacement procedure for damaged/faulty goods or missing parts

1. . If a customer is entitled to a refund, please send the request via the Dropshipzone website. Login into your Dropshipzone account, head into ‘Orders’ and select ‘Request Support’ for the individual order. We will advise if the product needs to be returned by the customer. Refunds will be issued to the original payment method. We cannot issue refunds to a different account or credit card to that used to place the relevant order.
2. If a customer is entitled to a replacement or spare part, please send the request via the Dropshipzone website. Login into your Dropshipzone account, head into ‘Orders’ and select ‘Request Support’ for the individual order. We will advise if the product needs to be returned by the customer. If a customer is entitled to a replacement product or spare part, but:
   
   
1. there is an address discrepancy with the order (which is due to your or the customer’s error) such that the product/part is returned to us, a cost of Return To Sender (if applicable) and re-delivery cost will be imposed by us on you for any products returned to us as the sender; and/or
2. an incorrect product is returned to either Dropshipzone’s or the Supplier’s warehouse, neither Dropshipzone nor the Supplier will be responsible for these products or have any obligation to return these to the customer

 

Change of mind refund requests

1. We do not accept change of mind refund requests for:
   
   
1. Health and safety products ;
2. Bulk purchases (including by pallet or pick up); or
3. Packages that have been opened.
2. Otherwise, we only consider a change of mind refund request if this is made within 14 days after the item is delivered to the customer. As a retailer, you must notify us of a change of mind refund request within these 14 days. If this does not occur, the change of mind refund request could be rejected.
3. Some Suppliers’ products are subject to a different change of mind policy to that contained in this Warranty Policy. It is the Retailers’ responsibility to check the Supplier’s listing to confirm the applicable change of mind refund policy.
4. All items returned to Dropshipzone or a Supplier as a result of incorrect or incomplete delivery information will be treated as a change of mind return, including items returned to sender due to being unclaimed.

 

Change of mind request procedure

1. You must consult with us about any change of mind refund request. Please do not return the product to us without our prior consultation. If no consultation has occurred, a refund will not be provided.
2. . Please send a message via the Dropshipzone website. Login into your Dropshipzone account, head into ‘Orders’ and select ‘Request Support’ for the individual order. Please provide us with the pictures or video (or an acceptable quality) that shows the condition of the received product and an explanation about why the customers would like to return the product, and if the item is eligible for a refund.
3. We prefer that returns due to a change of mind are done at the customer’s arrangement.
4. If a change of mind request is accepted, and:
   
   
1. you have been provided with the return label, we will refund the item price and the shipping fee minus return postage and a restocking fee of 10% of the item price and the shipping fee; or
2. you have not been provided with the return label, we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee; and/or
3. the customer changes their mind before the item is received and requires the action of Return to Sender (RTS), we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee. Refund for RTS will be provided after the item is received at our/supplier warehouse facility.

 

Product recalls

1.  In the event of a product recall, we will advise you of the relevant procedure.

 

Last updated: 01 May 2024