This policy outlines the procedures, timelines, and requirements for returning items purchased through the Shopfad Network.
Please read carefully before initiating a return.
I. Return Window and Authorization (How to Start a Return)
Return Window: Our standard return window is 30 days for each individual item, beginning from the actual delivery date of that item as recorded by the carrier's official tracking information.
Returns requested after the 30-day period cannot be accepted.
Mandatory Authorization: To prevent delays and ensure proper processing, you must always contact our Customer Service team to receive a Return Merchandise Authorization (RMA) before sending any item back.
Documentation Checklists: Upon authorization, our team will provide a detailed checklist of required images or videos (e.g., clear photos of product tags) to make the submission process as efficient as possible.
Return Address: Please do not ship returns to the original address on the label or our company website, as these are not valid return centers. Unauthorized returns shipped to incorrect addresses will not be accepted and may void your refund eligibility.
II. Returns Due to Shopfad/Carrier Fault (Cost: $0)
1. Quality Issues / Shipping Damage
Submission Time Limit: Contact us within 7 days from the delivery date.
Action Required: Provide your order number, a description of the issue, and upload clear photos/videos showing the problem and the condition of the outer packaging. Keep all original packaging.
Resolution Options: We offer, depending on the case: free replacement of damaged parts, free reshipment of a new product, free replacement with a product of similar value, or a refund.
* Important Note: Do not arrange external repairs without prior written authorization, as we cannot reimburse unauthorized repair costs.
2. Incorrect Item Sent
Submission Time Limit: Contact us within 7 days from the delivery date.
Action Required: Provide the order number, a description of the error, and upload clear photos/videos showing the incorrect item, the outer packaging, and all labels on the outer cartons. Keep all original packaging.
Resolution Options: We offer: free reshipment of the correct item/parts, free replacement with a product of similar value, arranging a free carrier pick-up of the incorrect item, or a refund.
Handling the Incorrect Item: Please do not dispose of the incorrect item until our Customer Service team has verified the case and provided explicit instructions.
3. Missing Parts / Items
Submission Time Limit: Contact us within 7 days from the delivery date.
Action Required:
Provide the order number and a description of the missing item(s).
Upload clear photos/videos showing the current contents of the package.
If parts are missing, lay out all received components flat in one photo to assist with accurate identification.
Resolution Options: We offer: free reshipment of the missing parts, free reshipment of the correct product, free replacement with a similar-value product, or a refund.
III. Returns Due to Customer-Related Issues
4. Issues Caused by Incorrect Address or Missed Delivery
Submission Time Limit: No specific time limit applies, but timely action is required to avoid fees.
Action Required: Contact Customer Service immediately upon notification of return failure to arrange reshipment to a corrected address or to process a refund after inspection of the returned goods.
Customer Costs: The customer is responsible for redelivery/reshipment fees and any accumulated storage fees.
Redelivery Fees:
For the first missed appointment or address-error redelivery, a fee of up to 20% of the order total would be charged (or the actual incurred cost, if lower).
For the second time or more, the redelivery and storage fees will be charged based on the actual incurred cost.
Storage and Abandonment Policy:
Returned parcels are stored free of charge for a maximum of 14 days. After 14 days, daily storage fees apply.
If returned goods are not reshipped or collected within 30 days of notification, the items are considered automatically abandoned and may be disposed of without prior notice. In this scenario, no refund will be issued.
5. Change of Mind / Not Satisfied (Non-Quality-Related Returns)
Submission Time Limit: Contact us within 30 days from the delivery date.
Action Required: The item must be unused, unassembled, and in brand-new condition. Original packaging must be kept and used for the return. Provide the order number and reason, along with required condition photos (e.g., unopened box, interior contents).
*Customer Costs:
Return Shipping & Handling Fee: Up to 20% of the order total may be charged to partially cover transportation and processing costs.
Repackaging Fee: If the original packaging is missing or unusable, an additional US$59 repackaging fee will be charged (waived only if original packaging was removed by a Shopfad-provided White Glove Delivery service).
Items That Cannot Be Returned (Non-Quality):
Clearance or final-sale items.
Custom-made or made-to-order items.
Items explicitly marked as "Non-returnable."
Items that have been fully or partially assembled, disassembled, or installed.
