Refund policy
Refund, Resend and Returns Policy
Texture & Tint expressly resolves all disputes pertaining to orders and transactions through CJdropshipping.com ("CJ"). By engaging in any transaction with Texture & Tint, you acknowledge and agree that any dispute, claim, or issue regarding refunds, resends, or returns must be opened and processed via CJdropshipping’s dispute mechanism.
All disputes are to be initiated on CJdropshipping.com ("CJ"). To support your dispute claim, the following evidence must be provided:
a. Photos or videos showing damage to the item. If the photo cannot adequately demonstrate the damage, a video is required.
b. A screenshot of the email or dispute received, including the customer's name, date, and the content of the complaint (e.g., through PayPal Dispute, email, or other gateways).
c. Products must be returned to CJ if requested by CJ's Dispute Team during the dispute process.
CJ will offer a refund, resend, or accept a return in the following cases, subject to the specific interpretations and conditions detailed herein:
1. Orders Delayed
If tracking information shows no updates (in transit, pending, or expired) for 60 days after departure from CJ's warehouse, the order qualifies for a refund or resend. Different timelines apply for certain countries or shipping methods:
- For the USA: 45 days after departure.
- For Brazil: 110 days due to customs delays.
- For CJPacket Liquid Line: 100 days.
Note: Orders may be delayed due to issues like an incorrect address or customs issues. It is the customer's responsibility to contact the local post office in such situations.
2. Orders Not Received
CJ will not issue a refund or resend if the tracking information shows the order has been delivered. If the package is not received by the client, a non-delivery certification from the local post office is required.
3. Products Damaged
CJ will provide a full refund or replacement for packages that arrive severely damaged. A partial refund or replacement is available for minor damages, excluding minor defects like wrinkles or scratches.
4. Incorrect or Missing Products
In the event that incorrect or missing products are delivered:
- Full refund or replacement for incorrect products.
- Refund or resend for wrong colors or sizes (if it does not affect functionality).
- Resend or partial refund for missing parts depending on the part's function.
Important Interpretations
1. Deadline for Disputes: Disputes cannot be opened if the order status is closed or if tracking information is untraceable.
2. Force Majeure: CJ holds no responsibility for delays or damage caused by unforeseen events such as natural disasters, strikes, or customs issues.
3. Shipping Method & Destination Limits: Certain shipping methods and destinations are subject to limitations and may not qualify for refunds or resends under this policy.
4. Returns: Products can only be returned to CJ’s China warehouses and should be returned within 30 days of receipt. However, due to high international shipping costs and potential damage during return, returns are generally discouraged.
5. Service Products: Disputes concerning service products may not be accepted if CJ does not provide quality inspection or if CJ is not the direct supplier.
6. Unacceptable Disputes: CJ will not accept disputes based on unreasonable claims, such as the buyer disliking the product, incorrect product descriptions, or the buyer providing an incorrect shipping address.
For any questions or concerns regarding this policy, please feel free to contact us.