Refund & Replacement Policy

At FulfilLink, we stand behind the quality of every order we process. This Refund & Replacement Policy outlines the procedures and conditions for refunds, returns, and replacements. Our goal is to make the process fair, transparent, and hassle-free.

1. Policy Overview

We want you and your customers to be completely satisfied with every order. If something goes wrong — whether it's a damaged product, a quality issue, or an incorrect order — we're here to make it right. This policy applies to all orders processed and shipped through FulfilLink.

2. Eligible Cases for Refund or Replacement

You may be eligible for a refund or replacement in the following situations:

2.1 Damaged in Transit

If a product arrives damaged due to shipping or packaging issues, we will replace the damaged item(s) at no additional cost or issue a refund for the affected items. Claims must be submitted within 7 days of delivery with photo evidence of the damage and packaging.

2.2 Defective or Quality Issues

If a product has a manufacturing defect or fails to meet the agreed quality specifications, we will replace it or issue a refund. Our QC team inspects every order before shipment, but if an issue slips through, we take full responsibility. Claims must be submitted within 14 days of delivery with photo or video evidence.

2.3 Incorrect Order

If you receive the wrong product, wrong quantity, or wrong size/variant due to our error, we will ship the correct order at no additional cost or issue a full refund for the incorrect items. Please notify us within 7 days of delivery.

2.4 Lost in Transit

If a package is lost during shipping and cannot be located by the carrier within 30 days of the last tracking update, we will either reship the order at no cost or issue a full refund including shipping charges.

3. Non-Eligible Cases

The following situations are generally not eligible for refund or replacement:

• Customer's Remorse: Orders where the customer simply changed their mind or no longer wants the product (this is between you and your customer; we do not accept returns for this reason).
• Customer-Caused Damage: Damage caused by the customer's misuse, improper handling, or failure to follow product instructions.
• Custom Products: Custom, private label, or made-to-order products cannot be returned or refunded unless there is a manufacturing defect or our error.
• Shipping Delays: Delays in delivery caused by customs, weather, carrier issues, or destination country regulations are not eligible for refund, though we will assist with tracking and claims.
• Used Products: Products that have been used, assembled, or altered by the customer.
• Specification Errors by You: If you provided incorrect product specifications, sizes, or shipping details, we are not liable for the resulting error.

4. How to File a Claim

To file a refund or replacement claim, please follow these steps:

1. Contact Us: Email fulfilink@163.com or message your dedicated account manager within the applicable timeframe (7 days for damage/incorrect, 14 days for quality issues).
2. Provide Details: Include your order number, a description of the issue, and the number of affected items.
3. Submit Evidence: Attach clear photos or videos showing the issue, including photos of the packaging and shipping label for damage claims.
4. Wait for Review: Our team will review your claim within 24-48 hours and notify you of the resolution.
5. Resolution: If approved, we will arrange a replacement shipment or process a refund to your original payment method.

5. Refund Processing

• Approved refunds are processed within 3-5 business days of claim approval.
• Refunds are issued to the original payment method used for the order.
• Refund amounts include product cost and handling fees for affected items. Shipping costs are refunded only in cases of our error (damaged, defective, incorrect, or lost orders).
• Depending on your payment provider, it may take an additional 5-10 business days for the refund to appear in your account.

6. Replacement Processing

• Approved replacements are processed and shipped within 24-48 hours of claim approval, subject to product availability.
• Replacement orders are shipped at no additional cost to you.
• If a product is out of stock and cannot be replaced within a reasonable timeframe, we will issue a refund instead.
• Tracking information for the replacement order will be provided once shipped.

7. Return Shipping

In most cases, we do not require you to return defective or damaged products — we trust your evidence and will issue a refund or replacement without the hassle of return shipping. In rare cases where we require a return (e.g., for high-value items or repeated claims), we will provide a prepaid return shipping label and clear return instructions.

8. Partial Refunds

If only some items in an order are affected, we will issue a partial refund for the affected items only. The rest of the order remains valid and non-refundable.

9. Wholesale and Bulk Orders

For wholesale or bulk orders (500+ units), additional terms may apply. Please discuss return and refund policies with your account manager before placing large orders. Custom and private label bulk orders are subject to separate quality assurance agreements.

10. Dispute Resolution

If you disagree with a claim decision, please contact your account manager to escalate the issue. We will review the case again with additional documentation. If a resolution cannot be reached, the dispute will be handled in accordance with our Terms of Service.

11. Policy Changes

We may update this Refund & Replacement Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Continued use of our services after changes are posted constitutes acceptance of the updated policy.

12. Contact Us

If you have any questions about this policy or need to file a claim, please contact us:

Email: fulfilink@163.com
Phone / WhatsApp: +86 158 2442 9687
Support Hours: 24/7
Address: Hangzhou, Zhejiang, China