We understand that a product viewed online may not always align perfectly with your expectations in person.
In such cases, the Shopfad team is dedicated to assisting you with a suitable resolution.
Submission Time Limit: You must initiate the return process within 30 days from the delivery date (as confirmed by the carrier’s tracking information).
Step-by-Step Return Process
To ensure eligibility for a refund or exchange, the returned item must be:
Unused, unassembled, and in brand-new condition.
Accompanied by the original packaging (this is a mandatory requirement for all returns).
Please provide the following to our Customer Service team:
1) Your Order Number and a clear, brief reason for the return.
2) Photos or Videos showing the product's current condition to confirm eligibility:
- Unopened Parcel: Photos of the outer carton are sufficient.
- Box Opened, Product Inside: Keep the product inside the box and provide photos showing the interior.
Our Commitment (Post-Inspection):
After we receive and thoroughly inspect the returned item, we will process a refund or arrange an exchange, based on your preference and the verified condition of the product.
Costs Associated with Non-Quality Returns
For returns not caused by a product defect or shipping damage, the customer is responsible for the following charges:
1) Return Shipping and Handling Fee: We may charge up to 20% of the order total to partially cover the high costs associated with reverse logistics, processing, and transportation.
2) Repackaging Fee: If the original packaging is missing or deemed unusable, an additional US$59 repackaging fee will be deducted from your refund.
3) Waiver: This repackaging fee is waived only if the original packaging was removed by a "White Glove Delivery" service provided and paid for through Shopfad.
Why is There a Return Shipping Fee for Non-Quality Returns?
For returns where the item is not damaged or defective (i.e., a "change of mind"), we apply a return shipping and handling fee to partially offset several non-recoverable operational expenses, including:
1) Processing, administration, and handling of the return request.
2) Thorough inspection and quality checks at the receiving warehouse.
3) Necessary repackaging and protective materials.
4) Restocking and inventory management costs.
This fee structure helps us maintain competitive, fair pricing for all customers while ensuring returned items are safely and properly reintroduced into inventory when possible.
Items That Cannot Be Returned
Please be aware that the following items are not eligible for any refund or exchange under this policy:
1) Clearance or final-sale items.
2) Custom-made or made-to-order items.
3) Items explicitly marked as "Non-returnable" on the product page.
4) Items that have been fully or partially assembled, disassembled, or installed.
* Important: Any items returned without prior written authorization will not be eligible for a refund and will be refused at the return center.
What if I Miss the Deadline?
If you contact us after the standard 30-day (for change of mind) period, the potential solutions available may be significantly limited.
However, you can still reach out to us, and we will do our best to offer advice, replacement parts, or other conditional solutions, depending on the specific circumstances.
