【DEEP BLUE Wholesale】Customer Protection Policy: A Transparent, Efficient, and Win-Win Guide to Returns, Exchanges, and After-Sales Service
In the wholesale business, trust is the cornerstone of cooperation. We firmly believe that a clear and fair after-sales policy is more effective than any verbal promise in protecting the long-term interests of us and our customers (dear shop owners, livestreamers, and buyers).
I. Our Service Philosophy
As your supply chain partner, we not only provide competitive products but also are committed to providing reliable, worry-free, and efficient backend support. This policy aims to clarify rules, reduce misunderstandings, and allow you to focus more on front-end sales, working together to create a stable and growing business.
II. General Rules for Returns and Exchanges
Priority Exchanges, Negotiated Returns: To ensure your capital efficiency and inventory turnover, we prioritize exchanges in principle. Under certain conditions, returns and refunds can be negotiated.
Timeliness: All return and exchange requests must be submitted and communicated within 7 calendar days of receiving the goods. Requests submitted after this period will not be accepted. (For special batches or discounted products, the agreement shall prevail.)
Required Documents: When applying, you must provide: our shipping order number and clear photos/videos of the problematic goods. This is the basis for our quick processing.
Goods Condition: Goods requested for return or exchange must be in unsold, untagged, unwashed, without signs of wear, and in their original packaging (except for quality issues).
III. Situations Where Free Exchange is Supported (We Bear Round-Trip Shipping Costs)
If the goods you receive have the following issues that are our responsibility, we will bear the shipping costs and replace them for you free of charge:
Incorrect or Missing Items: The actual item does not match the shipping details.
Serious Quality Defects: Such as loose threads, holes, uneven dyeing, fabric tears, damaged buttons or zippers, etc., which affect resale. (Note: Minor loose threads and occasional loose threads are not included in this scope.)
Seriously Inconsistent Description: The actual fabric and style differ significantly from the sample or agreed standards.
IV. Situations Where Exchanges are Supported (Shipping Costs to be Negotiated)
If an exchange is needed due to the following non-quality issues, it can be processed provided the goods are in good condition. Shipping costs will be negotiated based on the specific circumstances:
**Style Selection Error:** Incorrect judgment of style, color, or size; a different in-stock style needs to be exchanged.
**Some Sizes Not Sold Out:** Some sizes of a single style are sold out; a different size or style needs to be exchanged.
V. Situations Where Returns and Exchanges Are Not Supported
To ensure fairness to all customers, returns and exchanges are not available in the following situations. Thank you for your understanding:
**Customer Has Resold the Goods:** The tags have been removed, the goods have been sold, or there are signs of wear.
**Human-caused Damage:** Including but not limited to shrinkage/deformation/color fading after washing (failure to follow care label instructions), self-cutting or alteration, abnormal wear, etc.
**Subjective Reasons:** Such as "not as good as imagined," "color difference in photos" (we provide detailed videos of the actual product; we recommend requesting a sample before ordering), "unsatisfactory fabric," etc., which are not objective issues.
Special Offer/Clearance Products: Batches clearly marked as "Special Offer" or "Clearance" and "Non-Refundable/Non-Exchangeable" at the time of purchase.
Exceeding the stipulated return/exchange period.
VI. Refund Policy
A return and refund will only be processed if the situation meets the criteria in Section III (Our Responsibility), and you insist on a return, or if both parties reach a mutual agreement.
Refund Amount: The refund will be the actual wholesale price of the problematic batch of goods, excluding the initial shipping cost.
Refund Timeframe: After we receive the returned, qualified goods and verify their condition, we will refund the purchase price via the original payment method within 3-5 business days.
VII. After-Sales Issue Handling Process
To ensure efficiency, please strictly follow this process:
Step 1: Contact Customer Service → Step 2: Provide Proof → Step 3: Negotiate a Solution → Step 4: Return the Goods → Step 5: Processing Complete
Contact Your Dedicated Customer Service Representative: Upon discovering a problem, please contact your dedicated sales representative immediately via WeChat or phone.
Provide valid proof: Please cooperate with customer service by providing the shipping invoice and clear photos or videos of the affected area from multiple angles.
Negotiation of a solution: After verifying the situation, we will propose a replacement or negotiate a solution within 24 hours.
Returning goods: Return the goods to the address and method provided by customer service. Do not use collect on delivery (COD). For cases where we bear the shipping costs, we will refund the cost via a shipping fee coupon or deduction from your next order.
Processing completed: Once we receive and verify the goods, we will immediately arrange for a replacement or initiate a refund.
VIII. Warm Tips and Suggestions: We strongly recommend that when purchasing new styles for the first time, you request a "fabric color swatch" or "dropshipping sample" to confirm the feel, color, and style before placing a bulk order. This is the best way to mitigate risks.
Upon receiving the goods, please be sure to open the box and inspect the contents immediately to verify the style, quantity, and color. If you find any damage caused during transportation or any of the above problems, please take photos immediately and contact customer service.
We regularly update our inventory. Please confirm the stock availability of your target style with customer service before exchanging goods to ensure a quick exchange.
We believe that clear rules are the foundation of long-term cooperation. This policy aims to protect the rights of every honest customer with the utmost sincerity. We look forward to continuing our cooperation and achieving a win-win future!
DEEPBLUE Wholesale Operations Center
【Contact Number】852 53840483
【Customer Service WhatsApp】852 53840483