Return & Replacement Policy

Updated 19th January 2022 (Philip K)

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
Li Zhizhong

We do not currently support returns to any country outside of China, although we are aiming to offer such a service Q3 2022.

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 it into the Pending folder. If you cannot see this folder or have no URL, please ask your account manager in Slack for one to be created.

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

Delayed/Lost Orders Direction;

Only a claim for these countries and services can be submitted if the parcel is not delivered after 30 days. Those not listed below require 60 days of transit before a claim can be submitted.

United States
United Kingdom
South Korea

Full credit (product and shipping cost) will be issued if the parcel Is not delivered outside of this time frame. The time frame is calculated from the 2nd tracking update as per the following image.

If the tracking shows any kind of transit delay, regardless of service and country on the 30 day country list, you can only submit after 60 days.

Attempted/failed deliveries as a result of customer absence or incorrect address cannot be claimed. will be used to make decisions when checking tracking updates.

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 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.

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.

Please replace bold with respective title. This is not guaranteed to work and you should amend as you see fit. If you feel it is too aggressive or unbelievable, change it until you’re content.

Dear *Customer Name*

We are sorry to hear you have not received your package and have looked into your case.

National Postal/Courier Service confirms your package was delivered at Time, Date, Address.

We would greatly appreciate it if you could carry out the following steps.

  1. You can check the tracking on National Postal/Courier website here: Prefilled National Postal/Courier service tracking URL e.g.
  2. Please check with other members of your household to see if anyone may have put your package aside. This happens a lot! We have customers who have confirmed this more often than not.
  3. If you live in an apartment complex, please contact your rental office to see if they are holding your package there. Some packages won’t fit in your mailbox so carriers will often leave packages at a manager’s office for safekeeping.
  4. Please call your local post office with the tracking number Tracking Number and ask them if they can assist you further. Sometimes they have more information than what we can see online. They may even have your package on hold for you. If they have a postmaster at your local post office, ask to speak with him/her first.

In the meantime, we will file a loss/theft report with the Shipping company Inspector as this is a very serious issue. They can be very helpful in finding missing packages within the postal system due to theft, fraud and/or misdelivery.

 In some instances, the postman that was responsible for delivering your order will be interviewed by their postal manager.

 If you happen to find the parcel after following the above steps, please let us know immediately so that we may withdraw the case and prevent any potentially fraudulent investigation which could negatively impact your postal address and/or the delivery postman.

 Some postal services will keep a record of failed deliveries to a postal address and if there is an excessive amount in a specific time frame, an address can and may be marked as “high risk” which will affect future deliveries made to the respective address.

 Very much looking forward to hearing from you.

 All the best

 *Company Name*

 Job Title – Fraud investigation specialist *Employee Name*

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 a result of excessive and careless unpacking.

  • Photo or video proof will need to be uploaded to your unique Google Drive folder. 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 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, email etc is not found or related to the original order in any way), the claim will be rejected.

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 partial credit as a goodwill gesture.

Missing Products or Parts:

For any orders that are missing products or parts that 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 so that we only send product A.

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.