REISI reserves the right to update the rules when necessary, and the updated version will be published on REISI with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by REISI immediately. All buyers or suppliers are deemed to accept the rules if they are using the services provided by REISI. For after-sales issues, buyers should file a return & refund application within 30 days from the delivery day. Once the buyer submits the after-sales application, he/she needs to provide evidence (as the clause said below) to the REISI. If the buyer cannot provide compelling evidence in time, the REISI have the right to reject the refund or return the application. All items must be returned in good condition with original box/packaging, including manufacturer tags, parts, and accessories. Whether the evidence is compelling or not will ultimately be determined by REISI. Under Various Circumstances:
1. Not shipped after processing time
The buyer has the right to apply for a full refund for the order that was not shipped out beyond the processing time (subject to the estimated processing time displayed on the order page).
2. Wrong receipt information
If the buyer fills in the receiving information incorrectly, please contact the customer service or docking personnel in time to confirm whether the goods have been shipped. If there is no delivery, the buyer can update the delivery address with the correct information. If the goods have been shipped, the buyer needs to contact the logistics company to redeliver. If the refund application is approved, the buyer must return the product at his own expense and upload the return tracking information in a timely manner. After REISI receives the returned goods without any damage, part of the order amount will be deducted as the cost of repackaging and restocking. If the goods cannot be redistributed or returned, the buyer shall bear the corresponding losses. Note: In this case, REISI has the right to refuse the refund application.
3. Non-Defective Products
If the buyer applies for a return and refund for non-defective products the buyer must send back the product at his/her own expense and upload the return tracking info in time. After the REISI receives the returned items without any damage, a portion of the order amount will be deducted as the repacking & restocking fee. Note: the REISI has the right to reject the refund application under this circumstance.
4. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems),He / she shall contact REISI customer service or handle the receiver within 5 working days from the date of delivery.and provide evidence to prove the problem (pictures of broken products and package outer box with a shipping label on it). The REISI may refuse the refund application if the buyer fails to provide compelling evidence in time. For any problem raised in the process of using the product, Buyers should contact REISI for communication within 30 days from the date of shipment,and provide relevant pictures or videos as evidence. If the feedback time is more than 30 days from the delivered time, or the buyer provides insufficient evidence, the REISI may refuse the refund application if the buyer fails to provide compelling evidence in time. If the REISI agrees to refund, the buyer shall return the goods in time and upload the tracking number. The REISI will refund in full upon receipt. If the buyer agrees to resend, the buyer shall return and upload the tracking number in time. The REISI will reship the product upon receipt. If both parties failed to reach an agreement, the buyer shall contact REISI and provide relevant evidence (picture or video of the problem goods). Once the evidence is verified, REISI will proactively assist the buyer to get a corresponding refund.
5. Logistics issues
5.1 Invalid tracking information If REISI verifies that the tracking number is incorrect, the buyer should contact us in time. Check and re-give an accurate tracking number 5.2 Untimely tracking info updates If there is no update of the tracking info for more than 10 business days (from the time in the logistics website tracking info),buyers should contact REISI customer service or docking person in time to negotiate a solution.Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations. 5.3 Package not received If the transit time exceeds the estimated delivery time by 10 days or more and the supplier fails to provide proof of delivery, Buyers should contact REISI customer service or docking staff in time
When encounter holidays, covid-19, abnormal weather, or other abnormal situations, Buyers should contact REISI customer service or docking staff in time to solve the goods or logistic issues. For any issue received, REISI will make a judgment based on the facts. The maximum judging time is two weeks after REISI intervened. For return issues, please contact the corresponding customer service first to match the nearest warehouse.