Refund Policy
- Returns due to logistical issues
1.1 If the official logistics information of the carrier shows no logistics tracking, loss during transportation, damage during transportation, and the logistics tracking delivered to the wrong address after verification, the seller should return the goods according to the buyer's request, and bear all costs. The buyer needs to provide a screenshot of the logistics company's website that can prove the problem. If the buyer does not choose to be shipped by the seller, then the buyer shall bear the responsibility described in this paragraph.
1.2 If the buyer or its customer finds that the goods are damaged, under-delivered/missing/wrong goods after receiving the goods, the seller should return the goods according to the buyer's request, and bear all costs. The buyer needs to provide a complete damaged photo that can prove the problem.
1.3 If the logistics party cannot contact the buyer due to the buyer or its customer, causing logistics returns and damage to the goods during transportation, the loss shall be borne by the buyer.
1.4 Returns due to logistics issues should be submitted within 30 natural days after the payment of the order, and will not be accepted if overdue.
- Returns due to product quality problems
2.1 If the buyer or its customer finds product quality problems, shortage/incorrect accessories, and the product does not match the description after receiving the goods, the seller should return the goods according to the buyer's request, and bear all costs. The buyer needs to provide complete photos of the quality problem or the complete package or the complete product and label that can prove the problem.
2.2 The following scenarios are not considered product quality problems:
(1) Color differences caused by shooting equipment, light, display, etc., are not considered shipping errors or hanging order errors;
(2) Product size may vary due to manual measurement, measurement tools and methods, so size differences within a reasonable range are not considered shipping errors or hanging order errors;
(3) Damage caused by improper operation of the end consumer or not operating according to the product instructions.
2.3 Returns due to product quality problems should be submitted within 90 natural days after the payment of the order, and will not be accepted if overdue.
- The buyer requests a return when there are no problems with the goods or logistics
3.1 The seller should return the goods according to the buyer's request, and the buyer needs to bear all costs arising from this, including logistics, warehousing, distribution, and related service fees.
3.2 If the goods (including packaging) returned by the buyer or its customer do not affect the secondary sale (opening the package affects secondary sales), the seller should refund 80% of the commodity fee (20% is deducted for disposal costs); if the secondary sale is affected, the commodity fee will not be refunded. The seller needs to provide complete photos that can prove the impact on secondary sales.
3.3 If the buyer or its customer does not return the goods, the seller does not assume the refund responsibility of the product itself.
3.4 The buyer's request for a return when there are no problems with the goods or logistics should be submitted within 90 natural days after the payment of the order, and will not be accepted if overdue.
- Others
4.1 Buyers and Sellers are the direct counterparties of the transactions occurring in NeoBund, and NeoBund only provides the corresponding auxiliary services. Buyers and sellers are responsible for their own legal rights and obligations arising from the transaction.
4.2 After the buyer makes the payment for the order, the seller should ship the product within 2 business days. Delaying shipment beyond 2 business days may negatively impact the seller's performance rating. If the shipment is delayed beyond 7 business days, it will be considered a fundamental breach of contract by the seller, and they will be required to refund twice the amount of the order's product cost and cover all shipping costs.
4.3 Returned goods should be sent within 7 natural days after the seller's acceptance and provide the logistics single number, and if the seller provides the return label, the buyer should provide the return label within 3 natural days of accepting the request.
4.4 The seller shall process the corresponding request from the buyer in a timely manner, not later than 3 business days, otherwise it shall bear all the costs.
4.5 The seller shall not be liable for any compensation in the case of intentional or malicious attempts by the buyer to obtain compensation payments or in the case of fraud.
4.6 Losses caused by one party's negligence (e.g. returns not returned to the correct return warehouse within 14 business days) shall be borne by the negligent party.
4.7 The buyer's after-sales request should be made at the latest within 30 natural days after the completion of the order, otherwise the buyer is deemed to have waived the right to propose after-sales service.
