Refund & Returns Policy
Last updated: January 1, 2025
At JTL Global Logistics, customer satisfaction is our priority. This policy outlines the conditions under which refunds and returns are handled for our purchasing agent and shipping services.
1. Purchasing Agent Refunds
Before Purchase
If you cancel an order before we purchase the item from the seller, you are entitled to a full refund of the product cost. A small processing fee may apply.
After Purchase, Before Shipping
If you cancel after we have purchased the item but before international shipping:
- We will attempt to return the item to the original seller
- Refund amount depends on the seller's return policy
- Domestic shipping costs and service fees are non-refundable
- Refund will be processed within 7-14 business days after the seller accepts the return
After International Shipping
Once the package has been dispatched for international shipping, cancellations and refunds are generally not available as the shipping process cannot be reversed.
2. Refund Eligibility
| Scenario | Refund Available | Notes |
|---|---|---|
| Order cancelled before purchase | ✅ Full refund | Small processing fee may apply |
| Wrong item received | ✅ Full refund or reship | Photo evidence required |
| Item damaged in transit | ✅ Partial or full refund | Must report within 7 days of receipt |
| Item not as described | ✅ Case-by-case | Our QC photos serve as reference |
| Change of mind | ❌ No refund | After purchase confirmed |
| Customs seizure | ❌ No refund | Customer responsible for compliance |
| Shipping costs | ❌ Non-refundable | Once shipment is dispatched |
3. Shipping Service Refunds
For standalone shipping services (not purchasing agent orders):
- Before pickup/drop-off: Full refund minus any processing fees
- After pickup: No refund on shipping costs
- Lost packages: Compensation based on the declared value, up to the limits of our insurance coverage
- Damaged packages: Please report within 7 days of delivery with photos of the damage
4. How to Request a Refund
- Contact our support team via WhatsApp or email
- Provide your order number and reason for the refund request
- Include photos or evidence if applicable (damaged items, wrong items, etc.)
- Our team will review your request within 2 business days
- Approved refunds are processed within 7-14 business days
5. Dispute Resolution
If you are not satisfied with the refund decision, you may escalate the matter to our management team. We are committed to resolving disputes fairly and promptly through direct communication.
6. Contact Us
For refund or return inquiries:
- Email: [email protected]
- WhatsApp: +86 139 2810 3300