This refund policy is to be used as a resource by dropshippers who work with Topdser.
Topdser 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.).
Except the important interpretation, Topdser will make Refund, Resend for any of the following cases:
1. Orders Delayed
Orders are lack of tracking information, in transit, pending, expired after 60 days counting from the date that order departed from Topdser warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it is after 45 days counting from the date that order departed from Topdser warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from Topdser warehouse due to the strict customs clearance at Brazil.
c. For China Post Registered Air Mail to all counties, Topdser will deal with your dispute for delayed orders after 100 days counting from the date that order departed from Topdser warehouse.
d. For some special shipping methods, Topdser cannot deal with your disputes. (See the following important interpretation)
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.
Shipping by sea freight is not trackable and easily get delayed, please note that Topdser will not accept any disputes when you choose this shipping methods.
2. Orders not Received
Topdser 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 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.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
As we received notification from shipping company that many orders delivery fails recently, for these below countries, please make sure you fill out the correct phone number when make a order to Topdser : Poland, Czech Republic,Bulgaria,Romania, Republic of Lithuania, Latvia, Greece, Estonia, Norway, South Africa, Brazil, Denmark
If order is shipped without correct number, it may cause delivery failure or package will get lost during shipment. Please note that Topdser will not take responsibility for this case.
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 himself/herself. Otherwise, the product will be returned to the sender, our logistics company. During the return, Topdser takes no responsibility if products have been lost.
b. If the logistics company provides return service to China, Topdser will put the products to your private inventory and will not refund for it when we receive the returned items.
c. Topdser cannot offer refund or resend if you don’t process the undelivered order or package destroyed by logistics companies.
3. Products Damaged
Topdser offers a full refund or a replacement if packages arrived are badly damaged.
Topdser offers a partial refund or a replacement if packages arrived are partially damaged (except thread, slightly wrinkled, small scratches etc.).
a. For fragile products, refund is highly recommended.
b. For damaged packing box, Topdser cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary products, Your clients shall complain or open dispute to you within 3 days after packages are delivered.
d. For electronic products, Your clients shall complain or open dispute to you within 7 days after packages are delivered.
4. Incorrect or Missing Products
Topdser has a strict quality control process before products are dispatched. Topdser will deal with incorrect or missing products as follows:
a. For incorrect products, Topdser offers a full refund or replacement.
b. For products with wrong color, size which doesn’t affect product function, etc., Topdser offers partial refund.
c. For parts missing which doesn’t affect product function, Topdser may refund partially or resend the missing part; for parts missing which affect product function, Topdser will resend the product only.
d. For accessories, Topdser will resend the accessories.
For size problem, Topdser 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. Orders Cancellation
For orders cancellation, Topdser offers a full refund before products been processed by warehouses.
1. Force Majeure
Topdser takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Topdser will notify you by Chat, Skype, Email etc.
2. Shipping Method Limits.
Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. Topdser lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL, Turkey Post, Swiss Post, Electric PostNL to USA, UK, Canada, Australia, South Africa, Brazil, the overseas territories and overseas island areas；
3. Destination Limits.
Due to limited international transportation, Topdser will not accept any disputes when your 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, and French Guiana.
4. Unacceptable Disputes.
Topdser shall 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.
Topdser always try to offer the best service. If you have any other questions, please feel free to contact us.