Refunds & Warranty
We will try our best to make sure the products shipped to our customers are in good quality. If there are some problems on the goods, you have right to guarantee your benefits.
Different products have different warranties, so make sure you contact us before the deadline. If you don’t know the warranty of your item, you can contact our staffs before making a purchase.
1. Return and full refund
Products with quality problem can be returned and refund.
Customer need to send the products back to us, When we receive the products, We will give an full refund.
Products with quality problem can be returned and replaced.
Customer need to send the products back to us, When we receive the products,We will replace new ones and ship back to customer.
We will pay shipping fee for the replaced products we ship to the customer.
Products with quality problem can be returned and repaired.
Customer need to send the products back to us, When we receive the products,We will repair and ship back to customer.
Buyers pay all the shipping fees in both sides.
If you are not satisfied with any of our products due to a fault, you can send them back to us for an exchange to another product, in this case, we don’t pay the fees, you send the item back and you need to pay the difference between product costs etc.
5. Return and partial refund
Because the international shipping fee is very high and most of pictures on AlexNLD.com are taken by ourself with real products. So we do not give full refund for returns without quality problems，like “not like the picture”，”not as imagining” or just “not satisfied”. Before placing large quantity order, please have sample first.
We will reduce the shipping fee from the order total amount, and charge you 15% restocking fee that means a partial refund.
All customers should contact Customer Service for approval before sending anything to us before returning any item(s). Alex NLD will not be responsible for returned item(s) without notifying us in advance. When contacting Alex NLD please include the following information:
- Photos of the front and back of the packaging envelope or box
- Partial shipment slips (if applicable)
- Photo, video, screenshot, or description of the defective item
- Photo, video, screenshot, or description of the defect or defective area
Please keep all packaging material and partial shipment note(s) as they’re needed for returns. After mailing back the products, please be sure to provide us the tracking number of the returned package, if there is no tracking number available, a picture of shipping receipt is necessary. If neither of them can be provided, we might have to hold processing for you until the package arrives at our warehouse which may take one to two months, please kindly note.
Refunds are made via the payment method you originally used to order. Customers are responsible for all payment fees (if any) issued during processing and transfering any refund.
If possible, please make sure you have checked the package contents before you sign for it. If you see any visual damage or it feels empty, please refuse to accept it and contact us. Once you sign for the item, you are signing acceptance of the integrity of all products as is and CANNOT refute the shipping charges for the empty package.
Please send item back to us through local post office instead of express service like DHL,UPS,TNT,FEDEX…as it likely will incur import taxes when it reaches customs and it may also be delayed during the customs clearance process. If we can’t receive the item we can’t arrange a replacement or repair.
Please send the item back according to our return policy. If it cost too much custom duties or the parcel is not trackable via tracking number and customer name, we will reject your return parcel by express.
Please remember to include a note in your package indicating the following details:
- your order number;
- SKU numbers returned and quantity;
- A short description of the problem(s) of the defective item(s).
This note will help expedite the processing time for you.
Alex NLD reserves the right to make changes and/or improvements to this policy. Any changes will be updated on the Policy Page/HELP section of our website.
If there are any further inquiries, please contact our Customer Service team for more information.
PayPal Buyer Protection: We Proud to provide Paypal Third Party
If you don’t receive your item, or the item is significantly different from its description in the seller’s listing, PayPal Buyer Protection covers eligible transactions for up to the full purchase price plus original shipping charges. (Some purchases aren’t eligible for this program, including vehicles in the Motors category, capital equipment in the Business & Industrial category, and Real Estate.)
An item is covered by PayPal Buyer Protection if:
*You purchase the item on Alex NLD.
*You use PayPal to pay for the item.
*You correspond with the Alex NLD using the email address email@example.com.
*The seller’s listing is for a physical item—services and intangible items aren’t covered.
*You file only one claim per PayPal payment.
*You open the case no later than 45 calendar days from the date of your PayPal payment and – if you need to – escalate it to a claim no more than 20 calendar days after you open your case.
*You meet the PayPal Buyer Protection requirements outlined in Section 13 of the PayPal User Agreement.