Wefulfil Refund /Replace Policy

Refund /Replace Policy

If you have a parcel, product, or order issue, use this guide to understand when a refund, reshipment, or compensation may apply and who is responsible for the related costs.

Quick check

Find the right resolution for an order

Choose your service and the issue you experienced to see the most likely resolution.

Step 1 Choose the service type

Step 2 Choose the issue

Recommended direction

Inventory reshipment or compensation

Wefulfil normally reships from available customer inventory. Inventory loss is handled using actual purchase cost.

EligibilityConfirm Wefulfil or carrier responsibility.

What you may receiveInventory reshipment / compensation

Cost detailsWefulfil covers the new shipping fee. Product loss is based on actual purchase cost, not retail value.

This is an initial guide. Refund and reshipment requests must be submitted through a TICKET. We confirm the final resolution using your order, warehouse, and carrier records.

Resolutions

Choose the resolution you want to understand

Select Refund, Reshipment, or Compensation to see when it applies, what you may receive, and how costs are calculated.

Which resolution would you like to learn about?

Refund

See when a refund is available and what amount may be refunded.

Suitable forLost parcels, orders that cannot be fulfilled, eligible product issues, or eligible pre-dispatch cancellations

Possible outcomeA full refund or a refund for the affected portion

How it is calculatedService type, costs already incurred, and the affected products

When you can request a refund

Shipping causesConfirmed loss, unrecoverable parcel, no valid POD and unrecoverable, unrecoverable misdelivery, customs failure caused by Wefulfil/carrier, or shipping delay.

Product issuesPre-order only: quality, function, damage, batch, wrong color/size/model/specification, or missing key accessories. If still selling, reship free; otherwise refund.

Wefulfil / warehouse cannot fulfillCorrect product unavailable, warehouse operation blocks fulfillment, or an issue cannot be resolved before dispatch. Before dispatch: wait or refund. After dispatch: refund, reship, or compensate by status and responsibility.

Customer cancellationBefore dispatch: refund costs not incurred or recoverable; unrecoverable purchasing cost is not refunded. After dispatch: unilateral cancellation is generally not refundable, subject to special review.

How the refund amount is calculated

Full refund3PL: actual product purchase cost plus refunded shipping. Pre-order: product amount plus actual shipping.

Partial refundOnly the affected products or order portion. Example: if 2 of 10 items are lost, refund 2 items.

ExcludedSales profit, advertising, platform, packaging, customization, and other indirect losses.

Generally not refundableWrong address/postcode/phone, refusal, no collection, missing customs documents, unpaid duties, ignored exception, cancellation after dispatch, or customer-selected wrong item.

How to submitEvery refund request must be submitted through a TICKET so the full resolution record is retained.

The final resolution is confirmed from the order status, responsibility, supporting records, and verified actual loss. If you are unsure which resolution applies, use the quick check above first.

Customer types

Confirm your service type first

Product ownership differs by service type, so refund, reshipment, and compensation costs are calculated differently.

China 3PL

The product is customer-owned inventory stored and fulfilled by Wefulfil.

✓Inventory loss is based on actual purchase cost

✓Retail value, sales profit, and advertising spend are not the cost basis

✓Inherent product quality issues are generally the customer's responsibility

Pre-order

Wefulfil purchases the product for the customer and is generally responsible for verified product issues.

✓Eligible refunds may use the product amount paid to Wefulfil

✓Wefulfil covers replacement purchasing and shipping when applicable

✓The customer may choose a free reshipment or refund for a product issue

Resolution matrix

Quickly compare common issue outcomes

Use this table as a quick reference. If only part of an order is affected, the resolution normally applies only to that portion.

Issue	China 3PL	Pre-order	Costs usually not covered
Lost or unrecoverable shipment	Reship from customer inventory; compensate inventory at actual purchase cost	Full refund or free reshipment	Sales profit, advertising, and platform fees
Shipping delay	30% or 100% by delay; calculation base confirmed in review	30% or 100% by delay; calculation base confirmed in review	Product amount, product cost, and sales profit
Product quality or specification issue	Customer pays product and shipping unless warehouse responsibility is confirmed	Free reshipment or refund of product amount and related shipping	Sales profit, advertising, and marketplace loss
Wefulfil or warehouse operation error	Inventory reshipment or actual loss compensation	Refund, free reshipment, or actual loss compensation	Unverified or indirect losses
Customer or recipient cause	No free refund or reshipment; paid assistance may be available	No free refund or reshipment; paid assistance may be available	The customer bears address, refusal, and collection-related costs

How your request is handled

Every refund and reshipment request must be submitted through a TICKET so the full resolution record is retained.
We verify your request using available order, warehouse, carrier, and responsibility records.
If only part of an order is affected, the refund, reshipment, or compensation normally applies only to that portion.
Compensation covers losses that are direct, reasonable, and verifiable.
If further confirmation is needed, we will explain the next step and keep you informed.