Updated 6th June 2021

We do not recommend returning goods to us in China, as it’s not cost-effective. If you must, however, then you should declare low value, otherwise, we will be charged duty and tax of which will be billed to you. Please return to the address below

Shengbei Shi Chang,
Shengli Lu Yu Jian She lu Jiao Cha,
Muye Qu,
Xin Xiang Shi
Henan
China
453000
15565232110
Li Zhizhong

Please note that any cover in relation to excessive transit time is void in the event of epidemics/pandemics, national and international political issues, strikes, riots, war, natural disasters including heavy snow etc.
Your Google drive will have a Refunds, returns & replacements folder and within here an Approved, Rejected and Pending folder. You will need to upload into the Pending folder.
We use a traffic light system, these will be highlighted as per the status. You will be able to see this on your invoices “Order Numbers” & “Shipping Breakdown”
Green = 100% of product and shipping refunded
Orange = Goodwill 50% partial refund of the product and shipping cost, decided on a case by case basis for minor issues
Red = Rejected, could be out of the 7 day claim period (date tracking shows delivered to the date you make a claim), missing files or correspondence from the folder and/or nothing found to be out of the ordinary

1. Delayed/lost Orders:
Direct/special lines services (Yunexpress, UBI, Yanwen etc.)
Orders not found, in transit, pending, expired with more than 30 days, 60 days for Mexico, Canada & Brazil (counting from the date of the first tracking update).
Substandard, non-special/direct line services such as ePacket, Sunyou, China Post Registered Air Mail or APO/Military, POBox & remote addresses etc are not covered.

Honest FulPhilment will need to be contacted and notified of the orders that have exceeded 30 and 60 days respectively.
Full credit (product and shipping cost) will be issued if the parcel Is not delivered outside of this time frame.

Delayed/lost Directions;
Honest FulPhilment staff have to be notified in Slack and a screenshot from your customer of the delayed or lost order has to be placed in your unique Google Drive Pending folder.
If the customer requires a replacement, on your eCommerce platform, you will have to duplicate the original order in Shopify and enter a customer note – top right (not timeline/internal note) in the following format;
Original order number *xxxx* – *reason for replacement order* – Honest FulPhilment to cover
Proof has to clearly relate to the order in question, such as the same email, delivery address or full name. Any which do not have any correlation will be rejected.
If the customer does not want a replacement, Honest FulPhilment staff have to be notified in Slack and a screenshot from your customer of non-receipt and proof of refund has to be placed in your unique Google Drive Pending folder. Credit will be applied to your next invoice for the cost of the product and shipping if approved.

2. Delivered Orders:
We are unable to cover any orders where tracking shows as being delivered to the correct address. You can however use the last section of the template below in an attempt to resolve the complaint with your customer. Although we can’t guarantee results, this is a proven template to help minimise false claims.

3. Damaged Orders:
Damaged items should be reported within 7 days of customer receipt, thereafter, no claim can be made.
Only items damaged in transit will be covered, those which are as a result of misuse or clearly shown to be maliciously tampered with by the customer are void. As an example, knife scores, where a customer has used a Stanley knife or sharp tool to open, in turn, damage the product are not covered.

Damaged Directions;

Any parcels which have been opened by customers with a sharp object are not covered.
Obvious clean, fine cuts that penetrate packaging and damage the product are as a result of excessive and careless unpacking.

● Photo or video proof will need to be uploaded to your unique Google Drive folder that we created. You will need to create a new folder in the name of the new, replacement order number and place the proof of damage/issue within, together with the screenshot of your customer complaint.
● On your eCommerce platform, you will have to duplicate the original order in Shopify and enter a customer note (not timeline/internal note) in the following format;

Original order number *xxxx* – *reason for replacement order* – Honest FulPhilment to cover
Once we process the replacement order we will see this note and check your Google Drive, if there is no corresponding folder with the order number in question, your replacement order will not be covered.

If there is no clear indicator that the claim relates to the order in question (for example, the name, address or email etc is not found or related to the original order in any way), the claim will be rejected.

4. Bad Quality:

Items are spot-checked as and when they are sent, so it is possible some product faults/imperfections are missed. In such cases be it small or large and your customer requests a replacement, please follow 3. Damaged Direction.

If your customer does not want a replacement but a refund instead, please follow 1. Delayed Directions.

We will be unable to offer full replacements/refunds on minor faults e.g. small scratches, a single loose thread on textiles, slight colour variation so forth. In such cases, we will offer a partial credit as a good will gesture unless you’re currently paying for a QC fee thereby a full replacement will be issued.

5. Missing Products or Parts:
For any orders that are missing products or parts are incomplete and even damaged, we will offer a replacement of parts or product in question ONLY and cannot offer a complete refund or replacement.

Missing or Incorrect Items Dispatched Directions;
● Honest FulPhilment will need to be contacted and notified of the respective orders that have missing items. Again, correspondence needs to be uploaded to the respective Google Drive folder. Registered weight will then be checked and if there was a packing error made by us, a replacement will be issued once a duplicated order has been created.
● On your ecommerce platform, you will have to duplicate the original order and enter a customer note (not timeline/internal note) in the following format;

Original order number *xxxx* – *reason for replacement order* – Honest FulPhilment to cover

The duplicate order must ONLY contain the missing/damaged item. For example, if 2 products were originally ordered but only product A was damaged, you will need to remove product B from the duplicate order.
If it’s for a missing component or piece of a product, such as 1 toy car missing from a 5 piece car toy set, then you will have to create a custom product when creating the order for that single 1 piece car toy. Otherwise we will send the complete set and charge you for it.