Refunds & Cancellations

E-bestseller Terms and Conditions - Refunds and Cancellation

Can customers cancel an order?

There is no need to contact E-bestseller to cancel orders which have not been paid for. These orders will expire automatically after a certain period. E-bestseller permits checking out of orders using the online shopping cart as a system for customers to generate proforma invoices for themselves and to keep records of prospective purchases. Only orders that have actually been paid for are activated and entered into the order checking / processing system.

In general, E-bestseller can accept requests for cancellation of paid orders up to the working day on which the order enters the status "processing". Customers can request cancellation of orders by phone or email quoting their order number.

If a customer requests cancellation of an order after the order is in processing (i.e. goods checking and packing) in our warehouse, or after the goods have actually been dispatched from the warehouse into the delivery logistics system, E-bestseller reserves the right to charge a restocking fee, deducted from the resultant refund or credit. In fact in most cases we will not charge this fee, because we are nice people.

Does E-bestseller deduct restocking fees on canceled orders?

- Orders will be refunded in full without any deduction of restocking fees in the majority of cases. In particular, where an order is canceled or refused during the initial order checking process, the full payment will be refunded.

- In the majority of cases where a customer requests a cancellation and refund during the time an order is in processing, prior to the dispatch of the items from the warehouse, a full refund can be made without the deduction of any restocking fees or other fees.

- If an apparently bona fide order has been placed, and has entered processing in our warehouse, E-bestseller reserves the right to charge a restocking fee up to 20% of the value of the goods, at our discretion. The most likely instance where this is applicable is where the customer requests a cancellation of the order for reasons beyond E-bestseller's control, but the goods have already been dispatched from E-bestseller actually incurs costs physically returning packages from Hong Kong or Shenzhen depots back to our warehouse. Another possible instance where we may charge restocking fees is where a customer cancels several processing orders all at the same time.

- Additional charges may be deducted from refunds in cases where goods have been shipped overseas and are returned for reasons beyond E-bestseller's control, and where as a result E-bestseller incurs return shipping charges and China import duties and taxes, as well as further domestic shipping expenses.

- If the consignee refuses to accept receipt of goods because they have changed their mind about the purchase, or because they do not accept paying their own country's import duties and taxes, or for similar reasons beyond E-bestseller's control, E-bestseller will deduct from the refund all of the expenses incurred in returning the goods to us in China. For this reason it is particularly important for customers to be aware of import regulations in their own country, and for dropship vendors to inform their customers about possible taxes on imported goods. It is the responsibility of the buyer, not E-bestseller, to find out full information about import regulations and taxes in the consignee's country, in advance of placing a payment for an order.

How does E-bestseller offer refunds to customers for canceled orders / returned orders?

The following general conditions apply to refunds made by E-bestseller:

- Refunds can be made in the form of credit extended by E-bestseller against future orders.

- Refunds can also be made using Credit Card.

- Credit Card refunds will be completed within 7 working days of the customer's request or the confirmation of faulty goods. In most cases the refund will actually be completed within 1 working day.

- Orders originally paid by Credit Card are normally refundable by bank transfer. Refunds can be made to your bank account, or in the form of credit for new items.

What small print do customers need to be aware of in relation to refunds for returned items?

A full refund of the buyer's original item purchase cost can be made in the case of returned faulty items. This is dependent on the following conditions:

a) The customer has communicated with E-bestseller about the possible fault and received a return slip to authorise the goods return.

b) The goods have been received by E-bestseller with a properly completed returns slip.

c) The items have been confirmed by the E-bestseller technical team as faulty, defective, or unacceptable quality.

d) No open Credit Card dispute or chargeback exists on the customer's account.

e) There are no other outstanding bills on the customer's account.

Please note your original shipping fee is not refundable unless items were wrongly delivered, or as otherwise discussed with the support team.