Return and Refund Process
We offers a quicker dispute solution and will appreciate it a lot if you provide:
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to, if our Dispute Team asks for a return in Disputes.
1. Orders Delayed.
Orders are lacking tracking information, in transit, pending, expired 14 days after orders departed from Warehouse. Following countries and shipping methods may be different:
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.
Due to such conditions as national realities, phone numbers, and the packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, We will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.
2. Orders not Received.
Bench Stitch will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If Your clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. 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, Your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Bench Stitch takes no responsibility if products have been lost.
b. If the logistics company provides return service to Warehouse, Bench Stitch will put the products in your private inventory and will not refund them when we receive the returned items.
c. Bench Stitch cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
3. Products Damaged.
a. We offers a full refund or a replacement if packages arrived are badly damaged.
b. We offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, We cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For service products, Bench Stitch refunds you the cost of the product which is the price in market. Otherwise, We will not take any responsibility for them. (See the following important interpretation > Service products)
4. Incorrect or Missing Products.
Bench Stitch has a strict quality control process before products are dispatched and our team will deal with incorrect or missing products as follows:
a. For incorrect products, offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc, and the offers a refund or resend if you provide a screenshot of your clients' complaint including name, content and date.
c. For parts missing which doesn’t affect product function, it may refund partially or resend the missing part; for parts missing which affect product function, We will resend the product only.
d. For accessories, CJ will resend the accessories.
Notes:
For size problem, We will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.
5. Return.
Products can be returned to 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 Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
a. If you indeed want your buyer to return the products
b. Please return products within 14 days after receiving products.
6. Unacceptable Disputes.
We will not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.