Refund Policy for Sobuy Fulfillment Service
This refund policy is provided as a reference for dropshippers using the Sobuy Fulfillment service. Please carefully review the following policies to understand when you are eligible to request a refund.
Conditions for Applying for a Refund
1. Item Not Received
Common situations include items not arriving, delays, loss during transit, or customs clearance failures.
a. If an item doesn’t arrive within a certain time frame:
Sobuy will track the package and urge the logistics provider to deliver it as soon as possible. Additionally, depending on the situation, Sobuy will offer the customer a minimum compensation of $1 for the delay within 24 business hours. The specific amount can be negotiated between both parties.Except for force majeure, such as policy, customs, weather effects.
b. If the item is lost during shipping:
You are eligible for a full refund or ask for re-delivery.
c. If the item has not been shipped for an extended period:
You may be eligible for a full or partial refund. Sobuy will provide a minimum compensation of $1 for the delayed shipment. The specific details can be negotiated between both parties.
Please note:
If the issue is caused by the customer—such as the need for the customer to assist with customs clearance, failure to pick up the item from the collection point, incorrect phone number leading to inability to contact the customer, the customer not answering calls, or an incorrect delivery address—these situations require the customer to resolve them as soon as possible.
If the customer fails to resolve the issue within the specified time and the package is returned, the logistics provider will not attempt delivery again, and Sobuy will not refund any fees.
2. Damaged or Defective Items
a. If the dispute is due to Sobuy fault
(such as product damage, packaging damage, product defects, missing items, or incorrect items), Sobuy will not require the customer to return the product. Sobuy will contact the customer within 24 business hours after they receive the Ticket, to discuss a solution, refund, or re-delivery.
b. If the issue is due to subjective reasons
(such as selecting the wrong size or color, buyer’s remorse, or incorrect specifications), Sobuy will negotiate with the customer by Ticket and process a refund or replacement after receiving the customer’s return and checking it.
3. Items Not as Described
If the item you received does not match the product description, you are eligible for a refund. Please provide clear evidence, such as photos, videos, to support your claim.
Steps to Get a Refund
Customer Request a Refund by Ticket
Sobuy Review
Customer Returns the product
SoBuy Checks Returned products and Refunds
1. Customer Request a Refund by Ticket
The customer is required to submit a Ticket with Sobuy within 30 days of receiving the item and provide a detailed photo or video of the package being opened, as well as a description of the problem.
How to submit a Ticket at Auto Drop?
- Log into Auto Drop > Tickets.
- Click Create Ticket.
- In the Ticket To menu, select Sobuy.
- In the Type menu, select the type of ticket.
- Input Order ID (optional).
- Input Ticket Title.
- Input your description of the item issue.
- Upload Files (photos or videos) to demonstrate the damage.
- Click Submit.
2. Sobuy Review
Sobuy will review the refund request within 24 business hours after receiving the Ticket. If approved and no return of the product is required, Sobuy will process the refund within the next business day. The refund will be issued through the original payment method.
The customer is required to submit a Ticket with Sobuy within 30 days of receiving the item and provide a detailed photo or video of the package being opened, as well as a description of the problem.
3. Customer Returns the Product
The customer is required to return the product to Sobuy’s warehouse and bear the return shipping costs (except for quality problems or problems caused by Sobuy).
Sobuy's return warehouse address:
- Country: China
- Province: Guangdong
- City: Dongguan
- Address: Building 6, Warehouse 103, No. 53, Shagang Road, Shatian Town
- Consignees: Qin Gaopan (+86)17826997879
- Zipcode: 523993
4. Sobuy Checks Returned Products and Refunds
After receiving the returned product, Sobuy will conduct an inspection. If the product meets the refund criteria, Sobuy will issue the refund within 5-7 business days after the inspection. The refund will be processed through the original payment method.
Return Amount
1. Full Refund
- If the product has quality issues or significantly differs from the description, the customer will receive a full refund (including shipping costs).
- If a refund is requested before Sobuy ships the product, Sobuy will issue a full refund (including shipping costs) within 24 business hours.
2. Partial Refund
- If the customer requests a refund after Sobuy has shipped the product but before the package has left the China consolidation warehouse, Sobuy will deduct the logistics interception fee (typically $1-$3) before issuing the refund to the customer.
- If the product is slightly damaged but still functional, Sobuy will negotiate with the customer through Ticket and then issue a partial refund.
- If the product has no quality issues and matches the description, but the customer selected the wrong size/color/specification (e.g., clothing, shoes, etc.), and the customer requests a return. The customer will be responsible for the return shipping costs. After Sobuy receives and inspects the returned item, only the product cost will be refunded (shipping costs will not be refunded).
3. Not Refund
If the product has no quality issues and matches the description, or the return is due to personal reasons (e.g., the customer doesn’t like it or has changed their mind).
Important Clarifications
- Reporting Damages: Damaged or defective items must be reported within 30 days of delivery by Ticket. Please provide detailed photos or videos of the packaging when opened, along with a description of the issue.
Evidence
For refund requests related to delays or items not received, you must provide sufficient evidence for all claims. This includes a screenshot of the email or dispute, showing the customer’s name, date, and complaint details (via PayPal Dispute or email).
If your customer has not received the package, a non-delivery certification issued by the local post office with an official seal is required.
Return Policy
Sobuy accepts returns within 30 days of delivery. Items must be in their original condition, unused, and in the original packaging. Sobuy is responsible for managing customer returns. Please note that the return policies will be enforced according to Sobuy’s current policies.
- Shipping Fees for Returning Products: If the issue is due to product quality, Sobuy will cover the return shipping costs. If the return is due to the customer’s subjective reasons (such as choosing the wrong size, buyer’s remorse, or incorrect specifications), the customer will be responsible for the return shipping costs.
Sobuy always strives to offer the best service. If you have any other questions, please contact us by Ticket at Auto Drop platform.