Refund policy for large items
by Echo | Jan 20, 2024
This refund policy is for EPROLO users who have problems with the order, product and package. EPROLO will process the refund in 24-48 hours.
EPROLO makes an effort to provide the best service for all users. To better solve the return and refund issue, please view the following content.
What you need to provide:
A. Photos/videos of the damaged item. Please send us the materials to prove the damage.
B. Screenshots of the dispute, which include name, date and content. For example, a customer complaint/dispute raises through PayPal Dispute, e-mail, chat window, etc.
C. (Optional) Tracking number of the item. If EPROLO asks for a return of the item, you need to send the tracking number to prove that you returned it.
How to request a refund:
A. Contact EPROLO customer service at Account support Rep in the dashboard.
B. Send photos/videos of the damaged product and screenshots of dispute.
Please note that:
The money will be refunded to the original payment channel (PayPal or credit card). Or it will be refunded to your account balance.
We recommend refunding the money to the balance for faster processing. You can use the balance to pay for new orders or withdraw at any time you want.
Cases that EPROLO makes refunds:
1.Refund due to Quality Issues
In case of product quality issues, EPROLO offers a refund with a maximum limit of 100% of the purchase amount.
Common product quality issues include:
- Failure to possess the specified performance characteristics without prior explanation.
- Non-compliance with the product standards indicated on the product or its packaging.
- Non-alignment with the quality conditions indicated through product descriptions, physical samples, etc.
2. Refund due to Logistics Issues:
If there are problems during the transportation of goods, EPROLO offers a refund with a maximum limit of 100% of the purchase amount.
Common logistics issues include:
- Failure to receive the goods within the stipulated 15-day period.
- External packaging and product damage upon arrival.
- Delivery of incorrect items or to the wrong address by the courier, etc.
Cases that EPROLO does not make refunds:
1. Refund due to Unjustified Returns by Consumers:
Unjustified returns refer to refunds and returns initiated by the customer's subjective will, unrelated to the quality of the product. EPROLO does not support refunds of this type.
Common unjustified returns include:
- Sudden change of mind by the consumer.
- Consumer dissatisfaction with the product's comfort level.
- Consumer realizing the size is incorrect after bringing the product home.
- Consumer refusing the product upon delivery or returning it without providing any feedback, etc.
2. Order Delivered
EPROLO will not offer a refund or resend if the tracking info shows ‘order delivered.’
3. Package Unclaimed
If the package is unclaimed, it will be destroyed by the local carrier within 48 hours.
4. Tracking Information Alert
EPROLO will not offer a refund or resend if the tracking info alerts. The following reasons may cause the alert:
- Incorrect/insufficient Address
- Refused Package
- Customs Clearance
- Non-Existing Number
- Unknown Recipient
Explanation
1. Expiration Date of Raising Dispute
You can raise a dispute within 30 days from the date you receive the product.
2. Dispute Denied
The following disputes will be denied.
EPROLO will deny your dispute if the tracking info expired. Generally, the post office will keep tracking information of the order for 180 days.
EPROLO will deny the dispute if you choose the following shipping options:
Post NL; Electric Post NL to USA, UK, Canada, Australia, SouthAfrica, the overseas territories and overseas island areas;
EPROLO will deny the dispute if your order is 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; and French Guiana.
EPROLO will deny the dispute of any product damaged or shipping delay caused by the act of God, epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection.
EPROLO will deny the disputes caused by the following reasons:
a. Your shopper does not like the product.
b. Item doesn’t match the listing description, such as inaccurate measurement.
c. Product smells unusual.
3. Return
EPROLO does not suggest you return products. Because the shipping cost is high and sometimes higher than the product value. Also, it takes months to deliver the package, which will affect the processing time.
If you urge to return the product, please pay attention to the following aspects:
- You need to return the product within 10 days after receiving it.
- The product is in good condition and does not affect the secondary sales.
- You need to pay the shipping cost.
- You can only return the product to EPROLO China warehouse.
If you’ve returned the product, please send the tracking number to our customer service.
EPROLO always makes an effort to provide the best service. If you have any other questions, please feel free to contact us at support@eprolo.com
