Overview

Afitrove 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. Send us e-mail including name, date and content.

c. The products need to be returned to our store address if our Dispute Team asks for a return in Disputes.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

• Gift cards
• Downloadable software products
• Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Except for the important interpretation, Afitrove 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 30 days after orders departed from Afitrove warehouse.

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.

Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, Afitrove will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.

2. Orders not Received.

Afitrove will not deal with the refund or resend if the tracking information shows the order is delivered.

a. If clients 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, clients need to pick up the package by themselves. Otherwise, the product will be returned to the warehouse. During the return, Afitrove takes no responsibility if products have been lost.

b. CJ cannot offer a refund or resend if you don’t process the undelivered orders or packages.

3. Products Damaged.

Afitrove offers a full refund or a replacement if packages arrived are badly damaged.

Afitrove 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, Afitrove cannot offer any refunds.

4. Incorrect or Missing Products.

Afitrove has a strict quality control process before products are dispatched. we will deal with incorrect or missing products as follows:

a. For incorrect products, Afitrove offers a full refund or replacement.

b. For products with wrong color, size which doesn’t affect product function, etc., Afitrove offers a refund or resend if you provide us a screenshot of product’ complaint including name, content and date.

c. For parts missing which doesn’t affect product function, Afitrove may refund partially or resend the missing part; for parts missing which affect product function, Afitrove will resend the product only.

d. For accessories, Afitrove will resend the accessories.

Notes:

For size problem, Afitrove 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, Afitrove 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, preorder inventory orders cannot be canceled as it is special products and only available for you.

Important Interpretation:

1. Deadline of Opening Dispute.

You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.

2. Force Majeure.

Afitrove takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Afitrove will notify you by Afitrove official Email or WhatsApp etc.

3. Unacceptable Disputes.

Afitrove 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.

4. Return.

Products can be returned to Afitrove 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 our Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way. Please return products within 30 days after receiving products.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Need help?

Afitrove always try to offer the best service. If you have any other questions, please feel free to Contact us