BestDealer Refund, Reshipment & Return Policy

1. How to Request After-Sales Support

The merchant remains the primary contact for the end customer. Contact your BestDealer account manager first when a customer requests after-sales service or a fulfillment dispute arises, and provide the order number, tracking number, and a description of the issue.

To help BestDealer review your claim, please provide:

• Photos or videos showing the damaged item or other reported issue. If photos do not demonstrate the damage, provide a video.
• A screenshot of the customer’s email or payment-platform dispute showing the name, date, and complaint details. Unrelated personal and payment information may be redacted.
• Relevant packaging, shipping-label, tracking, or delivery evidence needed to assess the claim.

Retain the product, packaging, and supporting evidence while the issue is being reviewed. Inform your account manager of any actual or potential dispute and provide the information and documents needed to assist with its resolution.

2. Delayed Orders

BestDealer offers a refund or reshipment for eligible orders that lack tracking information or remain in transit, pending, or expired after the applicable period below. All periods are counted from the date the order departed from BestDealer’s warehouse, and the delivery exceptions and shipping exclusions in this policy apply.

• Standard threshold: After 60 days.
• United States: After 45 days.
• Brazil: After 110 days, due to customs clearance conditions.
• China Post Registered Air Mail, all destinations: After 100 days.

A package may already be awaiting collection at the recipient’s local post office because of an insufficient address, missing address number, or another delivery issue. Ask the recipient to contact or visit the local post office promptly.

BestDealer does not accept disputes for shipments sent by sea freight. Certain other special shipping methods also have dispute restrictions; contact your account manager to confirm the applicable conditions before selecting a shipping method.

3. Orders Not Received and Delivery Exceptions

BestDealer does not provide a refund or reshipment when tracking shows that an order has been delivered. If the recipient disputes delivery, a non-delivery certificate issued by the local post office with its official seal is required for review.

BestDealer does not accept delivery disputes where tracking shows an alert caused by an incorrect or insufficient address, missing address number, unknown recipient, refusal, failure to collect on time, no safe delivery location, uncleared customs, or other delivery alerts.

Provide a correct recipient telephone number, particularly for deliveries to Poland, the Czech Republic, Bulgaria, Romania, Lithuania, Latvia, Greece, Estonia, Norway, South Africa, Brazil, and Denmark. BestDealer is not responsible for delivery failure or package loss caused by an incorrect telephone number.

The local delivery provider may attempt delivery 1–3 times depending on the circumstances. An unclaimed parcel may then be held at the local post office for 3–7 days, during which the recipient must collect it. Follow the actual carrier notice, as delivery attempts and collection arrangements depend on the local provider.

If the parcel remains unclaimed, it may be returned to the sender or logistics company. BestDealer is not responsible for loss during that return. If the logistics company returns the goods to China and BestDealer receives them, the goods will be placed in the merchant’s private inventory without a refund.

BestDealer cannot provide a refund or reshipment if the merchant does not address an undelivered order or if the package is destroyed by the logistics company.

4. Damaged Products

BestDealer offers a full refund or replacement for goods that arrive badly damaged, and a partial refund or replacement for goods that arrive partially damaged. Minor issues such as loose threads, slight wrinkles, or small scratches are excluded.

Damage to the packing box alone does not qualify for a refund or other after-sales service. For fragile products, a refund is recommended rather than a replacement.

Customers must report damage or open a dispute with the merchant within the following periods after delivery:

• Ordinary products: Within 3 days.
• Electronic products: Within 7 days.

Forward the complaint and the supporting photos or videos to your account manager promptly.

5. Incorrect or Missing Products

BestDealer checks products before dispatch and handles verified incorrect or missing items as follows:

• Incorrect product: A full refund or replacement.
• Wrong color, size, or a similar discrepancy that does not affect function: A partial refund.
• Missing parts that do not affect function: A partial refund or reshipment of the missing part.
• Missing parts that affect function: Reshipment of the product only.
• Missing accessories: Reshipment of the accessories.

For a size issue, measure the product using the correct measurement method and provide photos showing the measurements. Include photos of the received items and the ordered specifications so the dispute team can verify the issue.

6. Order Cancellation

BestDealer offers a full refund for orders cancelled before the products have been processed by the warehouse, subject to the following exceptions:

• Print-on-demand orders: Cannot be cancelled after payment because the goods are customized and cannot be resold.
• Private inventory orders: Cannot be cancelled after payment because the goods are reserved specifically for the merchant.
• Video and photography orders: Cannot be cancelled after payment because planning and preparation begin after payment.

Contact your account manager immediately to request cancellation and confirm the warehouse processing status. Packages in normal transit that cannot be intercepted are not eligible for a cancellation dispute.

7. Product Returns

Products can be returned to BestDealer’s China warehouse. Contact the support team or your account manager before arranging a return to obtain the address and return instructions.

Please return products within 30 days after receiving them. The customer is responsible for return shipping costs and import duties. International returns are not recommended because shipping is expensive and delivery to the China warehouse can take at least 3 months.

The return process does not create a change-of-mind refund entitlement. Eligibility for a refund or another remedy follows the relevant provisions of this policy.

8. Service Products

The following exceptions apply to service products, including arrangements where BestDealer is not the product supplier:

• For disputes concerning damage or shipping delays, BestDealer may not refund the product cost.
• BestDealer may not accept quality disputes where BestDealer is not the supplier.
• BestDealer may not accept disputes for service products that have not undergone BestDealer’s quality inspection.

Contact your account manager to confirm the service scope and inspection arrangements for these products.

9. Disputes Not Accepted

BestDealer does not accept unreasonable disputes, including the following:

• The buyer no longer likes or wants the product after receiving it.
• The product does not meet the buyer’s personal expectations.
• The product has a slight odor or color difference.
• The buyer ordered the wrong item or variant.
• The shipping address was provided incorrectly.
• A product difference was disclosed and agreed in advance.
• A package is in normal transit and cannot be intercepted.
• The logistics company or local post office has deleted tracking information.
• A package is returned, discarded, or detained because the recipient failed to cooperate with customs clearance requirements.

10. Product Quality and Dispute Assistance

BestDealer is responsible for the quality of the products it supplies and provides quality assurance services within the applicable product warranty period, subject to the service-product exceptions above. Contact your account manager with the product details and evidence of the defect to request warranty support.

If an end customer raises a dispute about products supplied by BestDealer and is not satisfied with the merchant’s initial after-sales service, BestDealer will provide further after-sales support to help resolve the dispute.

Merchants are responsible for the operation, promotion, and lawfulness of their stores or websites. BestDealer is not responsible for disputes arising from those activities. Merchants may request reasonable assistance to protect both parties’ reputations; any obligation concerning associated legal fees is governed by the cooperation agreement.

11. Claim Review and Resolution

BestDealer will review the submitted evidence and the relevant order, product, and logistics records to determine which remedy applies under this policy. Your account manager will communicate the outcome and any additional information needed.

For an approved refund, partial refund, replacement, or reshipment, your account manager will confirm the amount or items involved, the treatment of shipping charges, the payment or shipping method, and the expected processing time. Product warranty periods and any case-specific arrangements should also be confirmed with your account manager.

Consultation and disputed cases

If there is a disagreement about the facts, responsibility, interpretation of a provision, or the proposed resolution, contact your account manager with the relevant information. BestDealer and the merchant will seek an amicable resolution through good-faith discussion based on the actual circumstances and the cooperation agreement.

Issues not expressly covered by this policy will also be referred to the account manager for case-by-case discussion. Consultation remains available for all after-sales issues, but does not replace or reduce a refund, replacement, or reshipment obligation expressly provided by the applicable cooperation agreement. Any agreed resolution should be confirmed in writing.

12. Policy Application and Interpretation

This policy sets out the merchant after-sales terms of BestDealer’s cooperation agreement. If there is an inconsistency between this page and the applicable cooperation agreement, the cooperation agreement takes precedence. Mandatory provisions of applicable law remain applicable.

For questions about a claim or a situation not covered here, contact your account manager or email support@bestdealer.com.

To the extent permitted by applicable law, BestDealer reserves the right of final interpretation of this policy. This right does not override the terms of the applicable cooperation agreement.