Refund and Returns Policy
Please review the following policies carefully.
ALL DISPUTES SHALL BE OPENED ON MFHL E STORE OTHERWISE, MFHL e Store WILL BLOCK YOUR ACCOUNT PERMANENTLY.
MFHL e Store offers a quicker dispute solution and will appreciate it a lot if you provide:
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Summary of dispute including name, date and content.
c. The products need to be returned to MFHL warehouse if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, MFHL e Store will make a refund, resend, or accept the return for any of the following cases:
1. Orders Delayed.
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from MFHL warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders departed from MFHL warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from MFHL warehouse due to the strict customs clearance at Brazil.
c. For China Post Registered Air Mail and CJ liquid line to all counties, MFHL will deal with your dispute for delayed orders after 100 days counting from the date that order departed from MFHL warehouse.
d. For some special shipping methods, MFHL cannot deal with your disputes. (See the following important interpretation)
Notes:
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.
2. Orders not Received.
MFHL will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If You do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, You need to pick up the package by yourselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, MFHL takes no responsibility if products have been lost.
b. If the logistics company provides return service to the origin country, MFHL will put the products in your private inventory and will not refund them when we receive the returned items.
c. MFHL cannot offer a refund or resend if you do not process the undelivered orders or packages destroyed by logistics companies.
3. Products Damaged.
MFHL offers a full refund or a replacement if packages arrived are badly damaged provided you have clear parcel opening video proof.
MFHL offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, MFHL cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary products, You shall complain or open a dispute with us within 2 days after packages are delivered.
d. For electronic products, You shall complain or open a dispute to us within 3 days after packages are delivered.
e. For service products, MFHL refunds you the cost of the product which is the price in China market. If you have quality inspection service. Otherwise, MFHL will not take any responsibility for them. (See the following important interpretation > Service products)
4. Incorrect or Missing Products.
MFHL has a strict quality control process before products are dispatched. MFHL will deal with incorrect or missing products as follows:
a. For incorrect products, MFHL offers a full refund or replacement.
b. For products with wrong color, size which doesn’t affect product function, etc., MFHL offers a refund or resend if you provide a video / measured photo with your complaint including your name, order id, tracking id, content and date.
c. For parts missing which does not affect product function, MFHL may refund partially or resend the missing part; for parts missing which affect product function, MFHL will resend the product only.
d. For accessories, MFHL will resend the accessories.
Notes:
For size problem, MFHL will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.
5. Orders Cancellation.
For orders cancellation, MFHL offers a full refund before products are processed by warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, private inventory orders cannot be canceled as it is special products and only available for you.
c. After payment, video and photo orders cannot be canceled as MFHL has planned and prepared for you after payment.
1. Deadline of Opening Dispute.
You cannot open a dispute after 3 days of parcel delivered or if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
Notes:
a. For bulk purchase orders, the close date usually is around 15 days.
b. Dispute will be closed automatically if the order has been closed and you have not responded for five consecutive days.
- Complaints can be rejected if you fail to provide proper proof with clear parcel opening video proof.
- The item sent must be in the same condition, properly packed as we dispatched.
- Once returns are received and accepted, refunds will be processed to store credit for a future purchase or to the buyer’s account. We will notify you once this has been completed through email.
2. Force Majeure.
MFHL takes no responsibility for any product damaged or shipping delay caused by the act of God or Government rules, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, MFHL will notify you by Chat, Skype, Email, Line, WhatsApp etc.
3. Destination Limits.
Due to limited international transportation, MFHL will not accept any disputes when your orders are shipped to the following countries:
Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana.
4. Return.
Products can be returned to MFHL China warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at MFHL China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
a. If you indeed want to return the products, please Email on [email protected]
b. Please return products within 5 days after receiving products.
5. Service Products.
Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, MFHL may not refund the product cost.
b. Any disputes arising from bad quality, MFHL may not accept as the supplier may not be MFHL.
c. For service products without MFHL’s quality checking inspection, MFHL may not accept the disputes.
6. Unacceptable Disputes.
MFHL shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
MFHL e Store always try to offer the best service. If you have any other questions, please feel free to contact us at Email: [email protected] or Whatsapp: +91-9035367032