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Source: DHgate, Tag: Everything about DHgate
Not happy with your recent purchase? Find out how you can get a refund and claim your full money back on DHgate.
DHgate.com guarantees you money back if you want to return your order for one reason or the other. All orders shipped from DHGate and its warehouses worldwide can be returned to the supplier for a full refund. The DHgate return process starts in a period of 3-90days of receiving the order.
This process often varies from one supplier to another, but rest assured, they are all bound to DHgate refund policy and will reimburse you on all items with eligible reasons. Our committed suppliers will accord you the necessary support in dealing with the emerging concerns about your order. DHgate will offer additional support to ensure that the issue is amicably resolved between you and your supplier.
DHgate Refund Process
When your order was shipped a while ago, and you are yet to receive it, or the received item does not correspond with the original description on the supplier's website, it is malfunctioning or damaged in any way. Then, we encourage you to take action immediately by directly communicating with your seller to reach an agreement.
If you fail to reach an agreement with your supplier, it is advisable to apply for your DHgate returns and refund directly through DHgate. You will have to open a dispute within 5-90 days after your order was shipped. The period often starts on the day you received your order’s tracking number. Be sure to put the following into consideration.
If your order was shipped via DHL/UPS/TNT/FedEx, kindly submit an “Open a Dispute” between 5 and 90 days of dispatching the item.
If the seller shipped your order through EMS/SF, you would have to submit an "Open a Dispute" within 7- 90 days of dispatching the order.
If you received the parcel through China Post/ HK Post, you must submit an "Open a Dispute" in 10-90 days of dispatching the order.
Note: you may not be able to open a dispute once 90 days have elapsed.
The Dispute Process
You can open a dispute for your order to protect yourself through the following steps.
Log into your DHgate account through a personal computer.
Check on “My DHGate" in the top right corner of the page.
Click “my order.”
Then on "Search Your Order," and enter your order number as demonstrated below.
Note: you can log in to your DHgate account via APP, but you will only be able to open disputes for orders that have pending delivery confirmation. First, click on "Account" at the bottom right corner and click on "my orders," as shown below.
Kindly note that you can only initiate this DHgate refund process within seven days of receiving your order due to the following eligible reasons.
Shortage in Quantity
Provide detailed information if the received package is empty or some goods are missing.
Additionally, remember to provide evidence in the form of photos. This evidence can be a picture of the received products or the empty/damaged parcel.
In cases of missing items, provide the tracking number, product name, and the number of the received items.
Please include the picture of the outer side of the damaged package. Alternatively, attach the damage report from the shipping office.
If the package is empty, provide pictorial evidence showing the exact weight of the package. Also include photos of the shipping label on the package, which contains the weight and tracking number. Further, if you can take the unpacking video, it would be of great help.
Item Not as Described
Please provide photos of the entire item, including close-ups of the defective areas. This can be the color or the style of the product received is from what’s shown on the seller’s site.
If the log is not as described, please attach a picture of the entire item, including close-ups that clearly show the logo.
In cases when the received materials are not as per the description, for instance, you believe the leather is not genuine; please provide the following evidence: (a) precise photo of the received product, clearly showing the PU coating. Ensure you circle the difference on the pictures. (b) provide a comparison between the preferred leather and the one you received.
If it is the size that is not as indicated, please measure the actual size of the product and provide clear pictures of the measurements as your evidence.
Counterfeit Goods
To claim a DHgate refund on the grounds of counterfeit products, please provide vivid photos of the received item and compare the original and the counterfeit. Additionally, ensure that you attach the official inspection report from the brand owner.
Quality Problem
If a zipper is not working, please attach a video showing the zipper pulled up and down twice.
Please provide photos of the inner package for stained or wrinkled cases, including a close-up of the defective part, clearly showing the difference.
In cases of electronic products that cannot charge or turn on, kindly show us that the charging indicator on the battery is not working well when connected to power. Further, show us if the item can be turned on. If it fails to turn on, please attach a video to show us the problem. Similarly, if the screen has a problem, please attach a video that shows the problem clearly.
Personal Reasons.
If you receive the order and for some personal reasons like; you ordered it by mistake, you have founder better products and prices elsewhere, or you no longer need it, then apply for DHgate returns. Please talk to your seller about the issue at hand. If you agree, you can council the order, or talk to our customer service.
Received Well but Need to Return
In case of concerns with goods that have a guarantee, you can open a "received well but need to return" dispute. For instance, if the guarantee of the item is ten days, and the order was delivered on 1st Sept, then you can choose “Received well but need to return” between 1st Sept and 10th Sept. If the supplier does not have a guarantee, then you are not allowed to open the "Received well but need to return" dispute.
Return for Full Money Back
To return for a full refund, you will have to provide videos or photos as evidence; our dispute representatives will verify them and advise accordingly. Kindly note that some merchants will not provide you with the shipping label; therefore, it's your responsibility to prepay for the postage. Then you will provide us with the receipt and the shipping documents, so we can refund the amount into your DHpay account once the supplier gets the parcel.
Requirements for Submitting Evidence for DHGate Refund
DHGate has put in place simple requirements to fulfil while presenting evidence to open a return dispute with the supplier.
Please follow the following requirements strictly while submitting your evidence; otherwise, they will the null and void.
You have an opportunity od attach a maximum of 4 files, with each not exceeding 5MB in the following formats: TXT, PDF, JPG, DOC, RAR, and DOCX. In cases where you must submit more than four files, please compress them into DOC, PDF, or DOCX and upload them simultaneously.
In places where photos are insufficient to support your claim, kindly upload an explicit video showing the product's problems. If the video file is larger than 5MB, please upload it into your Dropbox and get us the link to access it.
Would you please adhere to the following steps when uploading your evidence to DHgate?
Log in to 'My DHgate’ account
Underactive orders, click on "Refund & Dispute."
Find the order number.
Follow the link "view Return & Refund" under the "Action" section on the right side of your screen.
Click on the link “Upload evidence."
Notice for DHgate Returns
Kindly be informed that you will be dealing with the supplier once you open a dispute, and you have to factor in the following information.
On your DHgate account, kindly find your supplier's address and return the package to him directly. Do not send your parcel to DHgate.
If the supplier receives the returned item and refuses to refund you, kindly contact DHgate for further guidelines.
To ensure a quick return and refund process, please check the following information before shipping.
Please repack the package so well that it reflects the original condition in which you received it.
Please remember to include "Order No," "seller's ID," and “Return Goods” on the parcel.
It is advisable to use EMS for your delivery because it is cheaper and more convenient. Avoid using express logistics services like DHL because they are held in customs for more extended periods.
Kindly include a picture of the shipping details, like tracking number and label, within the first week of receiving the supplier's address in your account.
Payment of Shipping Fee
DHGate requires you to prepay the shipping fee because our suppliers cannot provide prepaid shipment services in different nations. Nonetheless, remember to include a copy of the shipping documents; you can also leave a message to your supplier so that we can reimburse the shipping fee into your DHpay account after the supplier receives the package.
DHGate Refund
Please ensure you adhere to everything as agreed with the supplier.
Once you have fulfilled everything, DHgate will not hesitate to process your payment as per the agreement reached with the seller.
If you agree with the supplier to re-ship the product, he should do it within the stipulated timeframe. The moment the order is delivered back to you, confirm by clicking on our official logistics site. Nonetheless, if you don't confirm that you received the order in 5 days, it will be assumed that you received it, and the money will be released to the supplier.
FAQs
How Can I Cancel an Order After Making Payment?
First, find the order wish to cancel in your DHgate account and check on "Leave Message" to contact the supplier. If he accepts to refund your money and clicks on "I agree" in his account, the system will automatically reimburse the funds to you.
What can I do if the seller is unresponsive or refuses my proposal?
It would help if you continued communicating with your supplier and put forth a new proposal. If you still fail to reach an agreement after five days, you are advised to request DHgate mediation for further assistance.
What should I do if the supplier offers a new proposal?
When you receive a new offer from your seller, sign in to your DHGate account and click on "I agree" or I don't agree." If you disagree with the supplier's proposal, you can make a counterproposal to negotiate with the seller. If you fail to agree within five days of opening the dispute, you should request DHgate mediation for intervention.
What should I do after reaching an agreement with the seller?
Any agreement reached upon must be followed strictly by both parties. If you have to return the items, ensure you provide the tracking number by checking on "submit Tracking Number" within seven days. If you agreed on replacement and your supplier has provided the tracking number, please sign in to your DHgate account and track the delivery.
What should I do if the replacement is not satisfying?
If your replacement is not as per the seller’s description, or the product is not received within the agreed time, kindly do not check on "Replacement Item(s) Received." in this case, please get in touch with DHgate, and we will try to help you resolve the issue.
How do I provide evidence for DHgate mediation?
Once you have asked for DHgate mediation, kindly provide your evidence via your account within five days. Currently, DHgate is only accepting evidence submitted online.
What can I do if I’m still unsatisfied with the outcome of the dispute?
Kindly contact the online customer service within ten days of deciding the dispute, and provide valid evidence for an appeal case.
Conclusion
DHgate guarantees all dissatisfied customers an opportunity to get their money back by opening a "Return & Refund" dispute. This process is achieved by following a few simple steps to reach an agreement with the seller. Our support team will guide you through every step, and once an agreement is reached ad fulfilled, the system will refund you automatically.
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