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Refund, resend and return policy:

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This refund policy should be used as a resource by those who workbajan with  ("Du.du").

Please review the following policies carefully.

ALL DISPUTES WILL BE OPENED ON Du.du. OTHERWISE, Du.du WILL BLOCK YOUR ACCOUNT PERMANENTLY.

Du.du offers faster dispute resolution and will be highly appreciated if you provide:

a. 
Photos or videos of the damaged item to prove the damage. If the photo cannot prove that the products are damaged, please upload the video.

b. 
Screenshot of the email or dispute received, including name, date and content. In other words, a customer has submitted the complaint (via PayPal dispute or other gateway, email, etc.).

c. 
Products must be returned to Du.du if our disputes team requests a return in disputes.

Except for the important interpretation, du.du will refund, resend or accept the return in any of the following cases:
 

1. Delayed orders.
Orders lack tracking information, are in transit, pending, expired 60 days after orders left du.du warehouse. The following countries and shipping methods may be different:

left from a.

a.
For du.du Liquid Line to all counties, du.du will handle your late order dispute after 100 days from the date the order left du.du warehouse.

b.
For some special shipping methods, du.du cannot deal with your disputes. (See the following important interpretation)

Grades:

Sometimes, the order had arrived at the post office closest to the buyer and was left pending due to insufficient address, unclaimed package, no number, etc. It will be much more convenient for customers to contact the local post office or go to the post office for delivery.

Due to conditions such as national realities, telephone numbers and religious beliefs in Israel, packages will normally be delivered to self-collection cabinets, which may lead to packages being delayed for a long time. Therefore, it will be much more convenient for customers to contact the local post office or go to the post office for delivery.

Sometimes local tracking numbers may show a delivery sign, but the end customer claims that the package has not been received. In such cases, du.du will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that the result will be positive.

 

2. Orders not received.
Du.du will not arrange refund or resend if the tracking information shows that the order has been delivered.

a.
If your customers do not receive the package, a non-delivery certificate issued by the local post office with an official stamp is required.

Tracking information alert. The tracking information shows alert, the reasons are listed below:

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a)Incorrect/insufficient address.

 

b)There is no such number.

 

c)Unknown recipient.

 

d) Denied.

 

e)Do not collect on time.

 

f)There is no safe delivery location.

 

g)Customs not cleared.

 

h)Others.

 

Grades:

a.
The local dealer will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage within 3-7 days. Meanwhile, your customers must pick up the package themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, du.du is not responsible if the products are lost.

b.
If the logistics company provides return service to China, du.du will put the products in its private inventory and will not refund when we receive the returned items.

c.
du.du cannot offer a refund or resend if it does not process undelivered orders or packages destroyed by logistics companies.
3. Damaged products.
Du.du offers a full refund or replacement if arriving packages are severely damaged.

Du.du offers a partial refund or replacement if packages arrive partially damaged (except thread, slightly wrinkled, small scratches, etc.).

Grades:

a.
For fragile products, a refund is strongly recommended.

b.
For damaged packaging boxes, du.du cannot offer refunds or other after-sales services due to long-distance international delivery.

c.
For ordinary electronic products, your customers should file a complaint or open a dispute within 30 days after the packages are delivered.

d.
For service products, du.du refunds you the cost of the product, which is the price in China market. If you have a du.du quality inspection service. Otherwise, CJ will not take any responsibility for them. (Please refer to the following important interpretation > Service Products)

4. Incorrect or missing products.
Du.du has a strict quality control process before the products are shipped. Du.du will deal with incorrect or missing products as follows:

a.
In the case of incorrect products, du.du offers a full refund or replacement.

b.
For products with wrong color, size that does not affect the function of the product, etc., du.du offers a refund or resend if you provide a screenshot of your customers' complaint, including the name, content and date.

c.
In the case of missing parts that do not affect the operation of the product, du.du can partially refund or resend the missing part; In the case of missing parts that affect the operation of the product, du.du will only resend the product.

d.
In the case of accessories, du.du will resend the accessories.

Grades:

For the size problem, du.du will highly appreciate it if you can measure the product according to the correct measurement method and provide us with the measurement photo. Then our disputes team will deal with your disputes quickly.

5. Cancellation of orders.
For cancellation of orders, du.du offers a full refund before the products are processed by the warehouses.

a.
After payment, POD orders cannot be canceled as they are personalized.

b.
After payment, pre-order inventory orders cannot be canceled as they are special products and are only available to you.

c.
After payment, video and photo orders cannot be canceled, as du.du has planned and prepared for you after payment

Important interpretation:

1. Deadline for opening the dispute.
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when a third party's tracking information is untraceable.

2. Force majeure.
Du.du is not responsible for any damaged products or shipping delays caused by an act of God, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, inspection customs However, du.du will notify you via du.du chat, Skype, email, Line, WhatsApp, etc.
Products can only be returned to du.du China warehouses. But we do not suggest returning the products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at du.du China warehouse. Most of them will be lost during the return. In addition, most returned products will be damaged along the way.

a.
If you really want your buyer to return the products, follow these steps: How to return products to du.du warehouse.

b.
Please return the products within 30 days of receiving the products.

Unacceptable disputes.

Du.du will not accept any unreasonable disputes, including but not limited to the following:

a.
The buyer doesn't like it.

b.
The product description is not real.

c.
The products smell unusual.

d.
The buyer has ordered the wrong items or SKU.

and.
Shipping address was provided incorrectly.

F.
The product difference was negotiated beforehand.

g.
Tracking information removed by logistics companies or local post offices.

h.
In some cases, packages were returned/discarded/held due to the consignee's failure to complete customs clearance work in accordance with foreign trade policies of certain countries.