Before you place an order please check this after-sales policy carefully. If you place an order that means you agree to this policy.

Time Limit

After-sales service is available after the order is paid for and before the order is closed.

If there are any after-sales issues, the processing time will be extended.

How to apply for after-sales support?

You can cantact us to apply for after-sales. Explain your reason, upload corresponding pictures, then submit the application. Our Support team will approve your application within 48 hours, after which a solution will be discussed with you according to your situation. The solution given by Support shall be the final solution.

We will offer faster processing and would appreciate it a lot if you could provide:

• Photos or videos of the damaged item to prove damage.
• The products need to be returned to our warehouse if our After-sales Team asks for a return.

Except for the important interpretation, we will make a Refund, Resend, or Accept the Return for any of the following cases:

Orders Delayed.

Orders are lack tracking information, in transit, pending, and expired after 60 days from the date that the order departed from our warehouse. The following countries and shipping methods may be different:

• For orders shipped to the USA, it is 38 days from the date that the order departed from our warehouse.
• For Brazil, it is 110 days from the date that the order departed from our warehouse due to the strict customs clearance in Brazil.
• For some special shipping methods, we cannot deal with your after-sales issues. (See the following important interpretation)

Notes:

Sometimes, the order arrives at the nearest post office to you and makes it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for you to contact the local post office or go to the post office for delivery.

Order not received.

We will not deal with the refund or resend if the tracking information shows the order has been delivered.

• If you do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
• Tracking Information Alert. The tracking information shows Alert, the reasons listed below:
  • Incorrect/insufficient Address.
  • No Such Number.
  • Recipient unknown.
  • Refused.
  • Do not pick up in time.
  • No safe delivery location.
  • Uncleared customs.
  • Others.

Notes:

• 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, you need to pick up the package by yourself. Otherwise, the product will be returned to the sender, our logistics company.
• We cannot offer a refund or resend if you don’t process the undelivered order or the package is destroyed by the logistics company.
• If orders that have not been signed for are not handled in time or have been destroyed by the shipping company, Ezinize can not refund or resend the item.

Products Damaged.

We provide full refund or replacement if packages arrived are badly damaged.

We provide partial refund/replacement if packages arrive are partially damaged (except thread, slightly wrinkled, small scratches, etc.).

Notes:

• For fragile products, a refund is highly recommended.
• For damaged packing boxes, We cannot offer any refunds or other after-sale services due to the long-distance international delivery.
• For ordinary products, you shall apply for after-sales service within 30 days after the package is delivered.
• For electronic products, you shall apply for after-sales service within 30 days after the package is delivered.

Incorrect or Missing Products.

We have a strict quality control process before products are dispatched. We will deal with incorrect or missing products as follows:

• For incorrect products, we offer a full refund or replacement.
• For products with the wrong color, size which doesn’t affect product function, etc., we offer a partial refund.
• For parts missing which doesn’t affect product function, we may refund partial or resend the missing part; for parts missing which affect product function, we resend the product only.
• For accessories, we will resend the accessories.

Notes:

For parts missing which doesn’t affect product function, we may refund partial or resend the missing part; for parts missing which affect product function, we resend the product only.

Deadline of Opening After-sales.

You cannot open After-sales if the order status is closed. Impossibly, we deal with your After-sales as all tracking information has been cleared.

Notes:

After-sales will be closed automatically if the order has been closed and you have not responded for seven consecutive days.

Force Majeure.

We take no responsibility for any product damage or shipping delay caused by the act of god, including but not limited: to epidemic situations, international situations, strikes, war, earthquakes, floods, viruses, storms, heavy snow, or customs inspection. However, we will notify you by Chat, Email, etc.

Shipping Method Limits.

Some shipping methods are not trackable when orders arrive in some Countries, States, or Cities. We list those shipping methods in advance and will not accept any disputes when you choose those shipping methods for some countries, including:

PostNL, Turkey Post, Swiss Post, Electric PostNL to USA, UK, Canada, Australia, South Africa, the overseas territories and overseas island areas

Notes:

For DHL, CJPacket Fast Line, CJPacket JL Express, and CJPacket Thailand, remote addresses will be charged additional costs.

Destination limits.

Due to limited international transportation, we will not accept any after-sales when the orders are shipped to the following countries:

Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, French Guiana.

Return.

Products can be returned to our 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 our China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.

• Please return products within 30 days of receiving products.

Unacceptable After-sales

We shall not accept any unreasonable after-sales, including but not limited to:

• The buyer does not like it.
• The product description is not real.
• Products smell unusual.
• The buyer ordered the wrong items or SKU.
• The shipping address was provided incorrectly.
• Product differences are negotiated in advance.
• Tracking information deleted by logistic companies.

We always try to offer the best service. If you have any other questions, please feel free to contact us.