Returns & Refunds
1. Refund Request Timing
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type
Dioshops Rules
For Unshipped Orders
The Return & Refund request is made after the stated processing time.
Dioshops will refund the order.
The Return & Refund request is made within the stated processing time.
The supplier has 3 business days to process the request after the buyer submits it.
If the supplier fails to process (accept or reject) the refund request within 3 business days, Dioshops will refund the order
Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.
For Shipped Orders
The Return & Refund request is made after the order has shipped.
Buyer has 48 hours to request a refund
2. Goods Returned in Transit
If the package is sent back to the supplier during transit for any reason, and the buyer applies for a refund, dioshops should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, the supplier should begin redelivery within 5 business days of the request date.
3. Goods Destroyed in Transit
If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, the supplier should refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the request.
4. Wrong Receipt Information
If the buyer puts wrong receipt information on an order, the buyer should contact the dioshopsr via "Contact Seller" to request the supplier update the order with the correct receipt information.
Please note the receipt information correction or order cancellation are not guaranteed.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong address, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, the supplier shall refund the order within 3 business days of receiving the goods, as buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note buyer will additionally be in charge of the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request on Dioshops, the supplier should check the proof and give a response within 3 business days.
If the proof checked by the supplier is not showing the problem clearly and or if the proof checked by Dioshops is not showing the problem clearly, the proof is invalid, and the supplier/Dioshops has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the supplier/Dioshops, the proof checking time shall not more than 3 business days, and if the goods need to be returned to get a refund, the supplier should provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 3 business days. If the goods needn't be returned, the supplier should refund the order within 3 business days of the refund request.
If proof is valid, and buyer requests redelivery, the supplier should redelivery within 5 business days of proof approval. Please note suppliers have the right to refund orders if the redelivery products have no stocks, or buyers are able to reorder products when the products are restocked.
6. Logistics Issues
6.1 Invalid tracking information
6.2 Untimely Tracking Info Updates
If there is no update of the tracking info for more than 7 business days after label created showing on logistic website, and the buyer applies for a refund, Dioshops require supplier refund order within 3 business days since buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
6.3 Too-long of Shipping Period
If the transit time exceeds the estimated delivery time by 10 days or more and the supplier fails to provide any valid tracking updated info, the buyer may apply for a refund. Dioshops require supplier refund order within 3 business days as buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
7. Other
When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact dioshops4@gmail.com or contact the supplier through their Dioshops call or text number with the order option to solve the goods or logistics issue.
Dioshops will try its best to assist buyers in these special circumstances in a timely manner. After notifying Dioshops, Buyers should expect a decision from Dioshops on these types of issues no later than two weeks.
8. Attention
If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Dioshops to help deal with the after-sale issues.