Refund & Returns Policy

This Policy applies to all suppliers and users (“Users”) utilizing Flowpallet’s cross-border dropshipping services. It aims to protect the legitimate rights of both parties and establish clear standards for after-sales dispute handling.

1. Eligible After-Sales Scenarios and Solutions

Logistics and Delivery Issues

Standard Delivery Delays: You may file an after-sales request under any of the following circumstances:

• Standard parcels: No tracking updates for more than 60 days after dispatch.
• United States: Not delivered within 45 days after the parcel leaves the warehouse.
• Brazil: Not delivered within 110 days due to local customs procedures.
• Flowpallet Economy Shipping: Still in transit after 100 days.

Solution: Upon verification of carrier responsibility, the supplier may choose a full refund or resend. If the item is out of stock, a refund will be issued to the original payment method.

Cases Marked as “Delivered”

If tracking shows “Delivered” and no contradictory evidence is provided, Flowpallet cannot support after-sales claims. If the customer confirms non-receipt, applicant must provide:

• An official “Non-Delivery Certificate” issued by the local postal or logistics authority (with official stamp).
• Communication records between the customer and the local carrier.

Solution: If verified as carrier error → Refund or resend supported. If caused by customer error (incorrect address, refusal, failure to receive) → No compensation provided.

Product Quality or Specification Issues

Damaged Products: Severe damage or non-functional products are eligible for a full refund or free resend. Minor cosmetic flaws (small scratches or wrinkles not affecting use) are generally not covered.

Wrong Item / Missing Item / Specification Mismatch:

• Incorrect product: Full refund or resend supported.
• Specification mismatch: (color/size differs but functionality unaffected): Customer's clear objection required; platform will coordinate refund or resend.
• Missing accessories: non-essential → partial refund or accessory resend; essential → full resend of order.

Order Cancellation & Refunds

Eligible Cancellations: Orders in "Processing" (not assigned to warehouse; no picking/packing initiated) are eligible for full refund within 3–5 business days.

Non-Cancellable Orders:

• Customized products (printing, engraving, personalized designs)
• Pre-sale items with reserved inventory
• Orders where exclusive services have begun (e.g., product photography)

2. Limitations and Exclusions

Force Majeure & External Risks

Flowpallet is not liable for delays or damages caused by uncontrollable circumstances such as natural disasters, geopolitical conflict, changes in cross-border policies, customs restrictions, logistics strikes or systemic disruptions. Flowpallet will assist Users in acquiring documentation or coordinating with carriers.

Logistics Channel & Destination Restrictions

Shipments sent via non-trackable or partially trackable channels (e.g., economy postal packages) are not eligible for delay or loss compensation. Certain high-risk destinations may be excluded from coverage; these will be marked on the order page.

Non-Quality-Related Complaints

The following are not eligible for after-sales support:

• Customer subjective dissatisfaction (“don’t like it,” “not as expected”).
• Issues caused by supplier listing errors (incorrect listing, wrong SKU information).
• Issues caused by normal product attributes (factory smell, natural texture variations).
• Problems caused by customer misuse (improper installation, unauthorized modifications).
• Parcels detained/destroyed/returned due to customer's failure to comply with customs requirements.

3. Additional Provisions

Submitting false evidence, malicious requests, or repeated fraudulent claims will result in rejection and may lead to account warnings, feature restrictions, or account suspension.

For situations not explicitly covered, Flowpallet will decide based on fairness, reasonableness, and applicable laws. Any additional arrangement between the User and their customer must be filed with the platform; otherwise, Flowpallet bears no responsibility.

Flowpallet reserves the right to adjust this Policy based on changes in logistics policies or market conditions. Updates will be announced via platform notifications, and continued use of the Services constitutes acceptance of the revised Policy.

Contact Us

If you have any questions regarding this policy, please contact our 24/7 customer support team or visit the after-sales portal:

Flowpallet After-Sales Portal