1、 Damaged, defective, or incorrect products
If you or your customers receive products that are damaged, defective, or do not match the actual order (such as color, model, size, or specification errors), please submit the following materials to us within 7 days of receipt: detailed customer complaint records, high-definition photos or video evidence of the damaged/defective products. We will provide partial/full refunds or free reshipment services for confirmed problematic products based on material review.
2、 Lost package handling
If the package is lost or delayed for a long time during transportation (more than 45 days without updates), please contact us based on the tracking information provided by the third-party logistics platform. We will file a claim with the carrier and process a full refund for you. If the tracking number is invalid, please notify us immediately and we will assist in the search and handle it according to the actual situation.
3、 Refund process
All applications that meet the refund criteria will be refunded directly to your SourceHere account balance. You can submit a refund request through the ‘SourceHere Orders’ page, or directly contact our customer service team.
4、 Special circumstances explanation
Address error or unclaimed: If the package cannot be delivered or unclaimed due to incorrect address or contact information provided by you or the customer, we will not be responsible for refunds or reshipments. Please ensure that the order information is accurate and correct.
Refunds and Returns for Inventory Products: As inventory costs have already been paid and manufacturers typically do not accept returns without reason, inventory products are generally not eligible for refunds. But we will do our best to negotiate with the manufacturer and only process refunds at discounted prices if the manufacturer agrees to return the goods.
customer returns:
For damaged, defective, or incorrect products, there is no need to return them. We will process refunds or resend directly.
For products returned due to personal preference reasons, it is necessary to ensure that the product is unused, does not affect secondary sales, and bear the return shipping cost. If the manufacturer accepts the return, we will refund at a discounted price.
5、 Important Notice
Please encourage your customers to apply for refunds or reshipments rationally to avoid unnecessary losses. For more details on refunds and returns, please refer to our FAQ page. We are committed to providing you with an efficient and transparent after-sales service experience.