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Escalated Disputes

If you're still unable to resolve the problem, you can escalate the dispute to a claim. A dispute can be escalated to ask shopmadeinchina.com to review the case and decide the outcome. shopmadeinchina.com will take on effective action to safeguard all customers' right. For every dispute submitted to shopmadeinchina.com, both buyer and seller are required to submit evidence, including tracking document, etc in 5 business days, our decision for a case will be announced another 10 business days after received all the documents.

If you fail to receive an item you paid for

1. The seller did not ship out the item (Track code might be delayed to be seen on the carrier's website for 2 days or even longer in the holiday season, this kind of circumstances is not included here.)

Tracking information is unavailable - No information can be found on the carrier‘s official website for the tracking number provided. In this case, the seller should take the full responsibility and shopmadeinchina.com should make a full refund to you.
The delivery tracking number does not match the order - The tracking number indicates the successful delivery of the item, but the time of shipment is prior to that of payment or the delivery address does not match your city or country. In this case, the seller should take the full responsibility and shopmadeinchina.com should make a full refund to you.

2. The seller shipped out the item, but you did not receive it.

2.1    Shipping information is incomplete.
The item is in transit - This refers to any delivery failure case except for customs detention. The tracking information shown on the carrier’s official website includes: delivery failed, customs cleared, leaving the processing center, being dispatched to XXX, etc. In such cases, the seller should take the full responsibility and shopmadeinchina.com should make a full refund to you in principle.

The item is held at the customs - This refers to the case that the package is held in detention at your customs. The dispatching party should be responsible for providing evidences to explain the detention.
If the detention occurs due to your refusal to pay the customs duties, you should take the main responsibility and bear the related expenses.

If the detention occurs due to counterfeits and you were fully informed of the counterfeits beforehand, the seller shall take the main responsibility, while you should take the secondary responsibility; if you knew nothing about the counterfeits beforehand, the seller should take the main responsibility.

If detention reason remains unclear, the seller should take the full responsibility.

2.2 Changes of shipping method
The shipping method in the order is unavailable to your country - This refers to the case that the seller changes the shipping method because the shipping method designated in the order is unavailable to your country.
If prior communication between the seller and you is conducted, and you agree on the change, the seller should take the main responsibility in the case that the item fails to be delivered to you; if no prior communication is conducted between the seller and you, the seller should take the full responsibility.

You initiate the change of shipping method - This refers to the case that when the order is in the status of pending shipment, you request to replace the prior shipping method with a new one, and the seller agrees on the change.
If the item fails to be delivered to you on your request, the seller shall take the main responsibility; if the seller does not deliver the item by the new shipping method agreed and the delivery fails, the seller should take the full responsibility.

The seller changes the shipping method without your authorization - The seller should take the full responsibility if the package fails to be delivered to you because the seller changes the shipping method without getting your permission.

2.3 Returns of package
The package is returned for your reason - You should take the full responsibility if the return is caused by any of the following reasons:
1) You refuse to sign the receipt of the item for your own reason;
2) You cannot be reached by the shipping address.

The package is returned due to product problems - The seller shall take the full responsibility for the return in the case that you refuse to sign the receipt of the item because the item is not as described as in the order.

The package is returned for a third party’s reason - If the seller ships out the item according to the order and you are ready to sign the receipt of the delivery, but the package is returned due to the carrier’s fault, the seller should take the main responsibility.

2.4 Successful delivery of package
You should take the full responsibility for any dispute arising from allograph, if the package is dispatched by the seller by the designated method to the designated address based on the order.

If you receive an item doesn’t match the description

1. Product problems
1.1 Product quality not as described
Product functions are not as described as in the order - This refers to the case that the actual functions of the item are significantly not as described as in the order in terms of either main functions or auxiliary functions. That is, the item lacks some functions or even has no such functions at all.

Instances of main functions not as described include: the cell phone cannot power on or be used because its frequencies do not conform to any of those in your area; songs cannot be stored into MP3/4b; messages cannot be stored into the memory card; software cannot be installed; DVD language is not the customized language as required by you but Chinese; the watch does not work; a virtual rechargeable number is unavailable, etc.

Instances of auxiliary functions not as described include: some functions or accessories cannot be used as described, such as USB data wires, batteries, chargers and the like; something is wrong with the dial plate or chain of a watch, etc.

The seller shall take the main responsibility if you provide valid evidences for such nonconformity, such as images, videos, etc.

Product quality is not as described as in the order - It refers to the case that the product quality is significantly not described as in the order. That is, the actual product cannot achieve the described effects.
The seller shall take the main responsibility if you provide valid evidences for such nonconformity, such as images, videos, etc. 

1.2 Goods being counterfeits
If the name or image of a product is labeled with the name or logo of a brand, the product is defined as a counterfeit.

Both the seller and you shall take the joint responsibility for any dispute, if the seller explicitly informed you of the counterfeits through internal messages or before the shipment.

You shall take the main responsibility for any dispute, if the seller provides valid and authorized evidences proving the authenticity of the product.

The seller shall take the main responsibility for any dispute, if the seller fails to provide authorized evidences or admits that the item is a counterfeit.

1.3 Quantity not as described
Item dispatched by seller is lacking in quantity - Nonconformity herein comprises the following: the item dispatched by seller is lacking in the necessary parts; there is a shortage of goods on the seller’s part; the seller dispatches merchandise in batches; the description of the seller’s product is not correct.

The seller shall take the main responsibility for any dispute, if you provide valid evidences, such as a clear receipt of delivery, valid information trackable on the carrier’s website, product images, etc.

Package being empty - This refers to the case that the package received does not contain any item or contains a different item from the ordered one. For example, you have ordered a cell phone but receive accessories only without the cell phone. The seller shall take the main responsibility for any dispute, if you provide valid evidences, such a clear receipt of delivery, valid information trackable on the carrier’s website, package images, etc.

1.4 Product appearance not as described
Seller shipped out a wrong item - This refers to the case that some differences exist between the product appearance and that described in the order; the wrongly dispatched item may be similar or dissimilar to the ordered one.

The similar item may be different from the described one in terms of size, style, material, texture, volume, model, etc.
The dissimilar item may be totally different from the ordered one.

The seller shall take the main responsibility for any dispute, if you provide valid evidences, such as images, videos, etc.

Item being damaged - This refers to the case that the exterior package of the item is damaged or the item itself is damaged.
For damages to the exterior package, you can refuse to sign the receipt of delivery; otherwise, you shall take the main responsibility. For damages to the product itself, the seller shall take the main responsibility, if you provide valid evidences, such as images, videos, etc.

2. Other issues

2.1 Order being canceled by you
This refers to the case that you inform the seller to cancel your order for some reason. You may request to cancel the order when you are not satisfied with the item received, after the seller dispatches the item or when the seller forces the dispatch in spite of your cancelation request.

You shall take the main responsibility for any dispute, if you request to cancel the order because you are not satisfied with the item received.

The seller shall take the main responsibility for any dispute, if he/she forces the dispatch in spite of your cancelation request initiated before the dispatch.

2.2 Dispute on implicated orders
This refers to the case that you open a dispute against all the orders you have paid at the same time just because you are not satisfied with one of them, in which the rest orders are defined as implicated orders. If there is no dispute over the implicated orders, and both you and the seller reach an agreement, shopmadeinchina.com should close the dispute on the implicated ones, and only handle the disputed one.

If you want to deal with the post-processing issues

1. Returns and refunds
You return the item to the address provided by seller. - If a return and refund agreement is entered into between you and the seller, you shall provide the tracking number or the delivery receipt of the return after the seller provides the address. If you can not get the address confirmed by the seller, you can email us service@shopmadeinchina.com and we will help you to get the confirmed seller address.

You return the item to the address on the package. - It refers to the case that you return the item to the address on the package after you find that it does not match the description in the order. You shall provide the tracking number or the delivery receipt of the return. After the item is successfully delivered to the address, the seller should agree to refund to you. As some sellers dispatch merchandises through carrier agents who often write a random shipper address on the delivery receipt, problems may occur in the case of returns. For example, the item is lost or delivered but the seller cannot receive it, which causes loss to both you and the seller.

2. Re-delivery
This refers to the case that the seller agrees to re-dispatch the item to you when you fail to receive the item or find it not as described. The seller should provide a tracking number for the re-delivery. After the item is successfully delivered to you, shopmadeinchina.com should release the payment to the seller.

3. Exchanges
This refers to the case that you return the item, and the seller sends a replacement to you after receiving the return. For more details please read our return policy in section 1 and our re-delivery policy in section 2.

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