Exchange/Return Policy & Refund Process for Amazon Products

ExpatMart - The best online shopping for expats in China / 2008-07-15

We guarantee the quality of our products. If there is any quality problem, we provide exchange and return service for the damaged products during the exchange/return period.

Exchange policy for common products:

You are able to exchange your products up to 30 days* after the purchase as long as:
          a) the product is unused(product''s inner plastic wrapping must be intact);
          b) the product is used but has defect and provided that the packaging, receipts and accessories included with the purchases are all present.

Please email us with your order number, the product name and reason for exchange.  We will confirm with you within 24 hours to confirm.  After confirmation,
          a) If you are exchanging for quality reasons, we will arrange for pick up service, if available to your area, and at no cost to you; if pick up service is not available in your area, then you can send the order back to us through postal packages, once we confirmed the product damage, you will be reimbursed for the postage. 
           b) If you are exchanging for non-quality related reasons, you are responsible for return postage and re-delivery cost.

*Notes:
For Digital Products                                                                                
1. Exchanges can only be made within 15 days of the receipt date only if there is any defect in the product and provided that receipts (发票) , included accessories and Warranty slip (保修卡) are all returned with the product. Please use and test your product promptly after you receive the order.          
2. Before you can make the exchange due to defect, please first contact the customer service department of the manufacturer as listed on their warranty information and arrange for  quality test report. You must bring your warranty slip, receipt,your ID, the product and its included accessories for the testing. Please contact us during this process with any questions.
3. Once you have received the report confirming the quality problem, please email us to arrange for product exchange, we always respond within 24 hours on business days.  
      

For Mobile Phones:                                                                                  
1. Exchanges can be made within 15 days of the receipt date only if there is any defect in the product and provided that receipts (发票) , accessories and the Maintenance and warranty Card (保修卡) are all returned with the product. Please use and test your product promptly after you receive the order.                                    
2. Before you contact us for exchange, please first contact the customer service department of the manufacturer as listed on the warranty information and arrange for quality test report. You need to have the receipt, the warranty card,all included accessories as well as your ID ready for the report. 
 3. Once you have received the report confirming the quality problem, you may either go to the manufacturer''''s local repair center for exchange or email us to arrange for product exchange.                                       

Under the following situations we will not be able to arrange for exchanges:
1. Food items cannot be exchanged except for quality problem.                                          
2. CD, DVD, software, earphones, batteries, chargers, printers and cartridges can not be exchanged if the plastic wrapping has been torn, except if the product has defects.      
3. Cosmetic and Skin Care products can not be returned unless there was quality problem or the expiration date is past or within 6 month of your purchase date. We guarantee all of our products are genuine brands, if you believe any of them are not stardard quality, please inform us in writing we will take all the proper action required with our suppliers.
*Please note due to different shooting conditions, some of the photos shown on our website might have slight color variations from the actual product.                           

Under the following circumstances, we will not be able to provide an exchange:
1. If the product has been used, shown by torn inner plastic wrapping(except if there was defects in the product);                          
2. If the products'''' damage was result of improper usage or maintenance.

Return policy for common products:

ExpatMart encourages you to use Cash on Delivery services if availabe to you, so that you may check your order is correct at the time of delivery to avoid the inconvenience of returning your product due to shipment or other human errors.  If errors occurred(as checked against the order form), you may
            a)return the product right on the spot and you will not need to pay for the order or the delivery, or 
            b)pay for the delivery and request the missing items or request exchange asap(will be delivered to your door free)--

*HOWEVER, WE STRONGLY RECOMMEND REJECTING THE ORDER ON THE SPOT IF ANYTHING IS LESS THAN SATISFACTORY OR REQUIRE EXCHANGE DUE TO DAMAGE OR JUST SIMPLY YOUR OWN CHANGE OF HEART, in our experience re-ordering entirely is always easier and quicker than making exchanges after delivery.                 

After your received and paid for the product, you can still make returns and receive full refund for products within 15 days of their purchase(exceptions may apply, see below), provided that they are
            a) in its original packing and condition(unused with the plastic wrappings intact, except for quality problems) and
            b) with all the accessories that come with them.

If you have paid for the delivery of the product and the product is returned as a result of damage or other quality problem, you will be refunded for delivery charge as well. If you are returning them for non-damage related reasons, you will not be refunded for the delivery charge.

Special Notes on Selected Products: 
* Digital/Mobile products can be returned within 7 days of purchase, provided that receipts (发票) , included accessories and the warranty Card (保修卡) are all returned with the unused product.  Please note that the plastic wrapping should not be torn.  That is the only way they can be sure the product is unused.
* Food items cannot be returned except for quality problem.                                             
* CD, DVD,software, earphones, batteries, chargers, printers and cartridges can not be returned if the plastic wrapping has been torn, except if the product has defects.             
*Cosmetic and Skin Care products can not be returned unless there was quality problem or the expiration date is past or within 6 month of your purchase date. We guarantee all of our products are genuine brands, if you believe any of them are not stardard quality, please inform us in writing we will take all the proper action required with our suppliers.
*Please note due to different shooting conditions, some of the photos shown on our website might have slight color variations from the actual product.                                    

Under the following conditions we would not be able to accept returns:

1. If the product has been used,shown by the plastic wrapping on the packaging being torn(except if there was defects in the product). If this is the case, for digital and mobile products, please first contact the customer service department of the manufacturer as specified on the Warranty Card, so they can arrange for a quality test report. You need to have the receipt, the warranty card,all included accessories as well as your ID ready for the report.   Once the report confirms the quality problem,we will arrange for return with the distributor, please contact us if you have any question during this process.

 2. If the product''s damage was result of improper usage or maintenance.

 

Steps for returns or exchanges after delivery for common products:

We always encourage customers to use Cash on Delivery and inspect their products carefully at the time of delivery for any obvious product quality or order packing mistakes. This way you can return the products on the spot, not having to pay or wait for refund.  For products you simply no longer want or changed your mind about color/model/size, just reject the order and order again as needed.  Rejecting the order and then re-ordering is always easier and faster than requesting returns and exchanges.

For problems you discover after delivery has been made, follow the following steps:

                                                                           
Pick up Service:
1. Please email us to with your order number, your product name, the reason for return or exchange.  We will email you within 24 hours to confirm. (Certain electronic products may need quality test report if the product has been used and quality problem is the reason for return or exchange.)

2. After send out confirmation email, we will coordinate the return or exchange, and notify you through email when our pickup personnel is expected to arrive(if free pickup service is available for your area and applicable to your situation).  If you are exchanging for non-quality related reason, please send the return package to the address at bottom of the page.

3. If you are exchanging the product,  after we process the exchanged product at our center, we will send out the new product asap and email you when it is sent out or delivered.

4. If you are returning the product and paid with cash for the purchase before, your will receive your cash back from our pickup personnel after he/she confirms the defect in the product; if paid through other method, we will return the money to your bank account within 15 business days after we process the return.  
        
*You can check if your area offers pick up service for return or exchanges in the Delivery Detail section.
(All of Express Cash on Delivery service locations provides pick up service for returns.
For Standard Cash on Delivery service locations, all locations provide pickup service for returns, EXCEPT the following locations in Guangdong province: Chaozhou, Dongguan, foshan, Outskirts of Guangzhou, Heyuan, Huizhou, Jiangmen, Jieyang, Maoming, Meizhou, Qingyuan, Shantou, Shanwei, Shaoguan, Outskirts of Shenzhen, Yangjing, Yunfu, Zhanjiang, Zhaoqing, Zhongshan,Zhuhai.                            

To return or exchange through the postal system
If you live outside the pick up service area, please send the return/exchange product with complete packaging, accessory, and all bonus gift and receipts to the address at bottom of page.      

1. Please email us to with your order number, your product name, the reason for return or exchange. 

2. We will email you within 24 hours to confirm if you meet the exchange or return criteria. After you receive confirmation, please send product to the address at bottom of page along with your return transaction ID(which we should have sent you in an email after you requested return), copy of your ID, bank account info copy(that matches the name on your ID) as well as note clearly in Chinese the branch address where you opened your account .

3. After you send out the product, your product should arrive our product return center between 7 to 21 days(unless you used express services). You may use the slip you received at the time of sending the package to check for the status of the delivery at the post office. Please note clearly in your package the order number, reason for return or exchange. 

4. After your product has been processed for return or exchange, the exchanged product will be sent back to your address and we will notify you through email.  For returns, your money will be returned through online bank transfer to an account you provide within 20 business days.


For international orders
If there is any defect with the problem, we can only arrange for returns only(no exchange service provided). Please contact us first to make you that you meet the criteria for returns. After the return has been processed, we will be transferring the money to your paypal account within 15 business days.

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