Refund, Reship & Return Policy

Last Updated: [5/23/2026]

RuntoDropship is a China-based private dropshipping agent that helps overseas Shopify, TikTok Shop, DTC, and e-commerce sellers with product sourcing, supplier coordination, quality control support, packaging checks, order execution, shipping coordination, blind shipping, and after-sales support.

This Refund, Reship & Return Policy explains how we review and handle after-sales issues, including damaged products, defective products, incorrect items, missing items, lost packages, delayed shipments, order cancellation, inventory products, customized products, and return requests.

This policy should be read together with our Terms of Service and Privacy Policy.

This policy applies to merchants who use RuntoDropship services. It does not replace the refund or return policy that you provide to your own customers. As the store owner or merchant of record, you are responsible for handling customer-facing refunds, returns, exchanges, chargebacks, and consumer service obligations in accordance with your own store policy and applicable laws.

1. General Principle

RuntoDropship supports merchants by reviewing after-sales issues that may occur during sourcing, product preparation, warehouse execution, and international shipping coordination.

We may offer a refund, partial refund, free reshipment, replacement, account credit, inventory adjustment, or other reasonable solution when an issue is confirmed to be caused by:

  • Product damage before or during delivery
  • Product defect on arrival
  • Incorrect product, SKU, color, model, size, or specification
  • Missing item, missing quantity, or missing accessory
  • Package lost in transit
  • Severe logistics delay confirmed by carrier or tracking evidence
  • Order execution error caused by RuntoDropship, supplier, warehouse, or shipping partner

All refund, reship, or return requests must be reviewed and approved by RuntoDropship before any solution is issued.

2. Important Merchant Responsibility

You are responsible for checking your product details, store listings, shipping information, customer address, SKU mapping, product variants, and order data before submitting orders to RuntoDropship.

You are also responsible for communicating with your own customers, collecting evidence, and submitting accurate information to us within the required timeframe.

RuntoDropship is not responsible for losses caused by:

  • Incorrect customer address
  • Incomplete contact information
  • Wrong SKU or variant submitted by the merchant
  • Customer changing their mind
  • Customer not liking the product
  • Customer ordering the wrong size, color, or model
  • Product description mismatch caused by your store listing
  • Unauthorized product claims made on your website or ads
  • Customs refusal, unpaid duties, or tax-related refusal
  • Chargebacks, ad costs, platform penalties, or profit loss not directly caused by RuntoDropship

3. Eligible Refund or Reship Situations

3.1 Damaged Products

If the product arrives damaged and the damage affects normal use, you may request a refund, partial refund, or reshipment.

Required evidence may include:

  • RuntoDropship order number
  • Store order number
  • Tracking number
  • Clear photos or videos showing the damage
  • Photo of the shipping label
  • Photo of the outer package, if available
  • Screenshot of the customer complaint showing date and issue details

If the product itself is intact and functional, damage to the outer shipping box alone may not qualify for a refund or reshipment.

3.2 Defective Products

If the product arrives defective or does not function as intended, you may request a review.

Required evidence may include:

  • Clear photo or video showing the defect
  • Video showing the product cannot work normally, where applicable
  • Product SKU and variant
  • Tracking number
  • Customer complaint screenshot
  • Explanation of the problem

For electronic products, functional defects must be clearly shown in a video where possible.

RuntoDropship does not provide a universal product warranty unless a separate warranty term has been agreed in writing for a specific product or supplier.

3.3 Incorrect Product

If your customer receives a product that is different from the approved order, such as the wrong SKU, color, model, size, specification, or product type, you may request a refund or reshipment.

Required evidence may include:

  • Photo or video of the received product
  • Photo of the shipping label
  • Screenshot of the original order details
  • Product SKU and variant
  • Clear explanation of what is incorrect

Minor batch differences, slight color variation caused by lighting or production batch, packaging changes, or small appearance differences that do not affect the product’s function may not qualify as an incorrect product.

3.4 Missing Items or Missing Accessories

If a product, quantity, part, or accessory is missing from the package, you may request a review.

Depending on the case, RuntoDropship may offer:

  • Reshipment of the missing item
  • Reshipment of the missing accessory
  • Partial refund
  • Full replacement, if the missing part makes the product unusable

Required evidence may include:

  • Clear photo or video of the package contents
  • Photo of the shipping label
  • Product SKU and order quantity
  • Customer complaint screenshot
  • Explanation of the missing item or part

3.5 Lost Packages

A package may be reviewed as lost if:

  • The carrier confirms the package is lost
  • Tracking has no valid update for an unusually long period
  • The package cannot be located after carrier investigation
  • The package is returned or destroyed due to carrier failure, subject to review

For major destination countries, we normally review lost-package cases when tracking has no meaningful update for more than 30–45 days after dispatch, depending on the route, carrier, country, and shipping method.

A package marked as “Delivered” by the carrier is not automatically eligible for refund or reshipment. If the customer claims they did not receive a delivered package, we may require:

  • Local post office or carrier non-delivery certificate
  • Written carrier confirmation
  • Customer complaint screenshot
  • Tracking number
  • Delivery address confirmation

3.6 Severe Shipping Delay

Shipping time may be affected by customs inspection, local carrier backlog, weather, holidays, remote addresses, strikes, force majeure events, or other conditions outside RuntoDropship’s direct control.

A delayed package does not automatically qualify for a refund or reshipment. We will review severe delay cases based on:

  • Destination country
  • Shipping method
  • Tracking status
  • Carrier response
  • Number of days without update
  • Whether the package is still in transit or officially confirmed lost

4. Request Timeframe

To help us verify issues quickly, refund or reship requests for delivered orders should be submitted within:

7 days after the carrier marks the package as delivered.

For lost or severely delayed packages, requests should be submitted as soon as the package meets the review condition, such as long-term tracking freeze or carrier confirmation of loss.

Orders older than 90 days from dispatch date may not be eligible for refund or reshipment unless otherwise agreed in writing.

Late requests may be rejected if the delay makes verification impossible.

5. Evidence Requirements

To review your request, we may require the following information:

  • RuntoDropship order number
  • Store order number
  • SKU and product variant
  • Tracking number
  • Delivery date
  • Clear description of the issue
  • Customer complaint screenshot with date and issue details
  • Clear photos or videos showing the issue
  • Photo of the shipping label
  • Photo of the outer package, if relevant
  • Photo or video of all items received
  • Local carrier or post office proof, if the package is marked as delivered but not received

Requests without sufficient evidence may be rejected.

We recommend that merchants ask customers to keep the product, packaging, shipping label, accessories, and all related materials until the case is resolved.

6. Refund, Reship, or Partial Refund Decision

After reviewing the evidence, RuntoDropship may provide one of the following solutions:

  • Free reshipment
  • Full refund
  • Partial refund
  • Replacement of missing part or accessory
  • Account balance credit
  • Inventory adjustment
  • Supplier negotiation
  • No refund or reshipment, if the issue is not eligible

The final solution depends on the issue type, evidence quality, supplier responsibility, warehouse responsibility, carrier status, product cost, shipping method, and whether the problem affects product function.

Approved refunds normally cover only the product cost and original shipping fee paid to RuntoDropship for the affected order.

Refunds do not cover:

  • Your retail selling price markup
  • Advertising cost
  • Payment processing fees
  • Platform fees
  • Chargeback fees
  • Customer compensation beyond order value
  • Lost profit
  • Tax, duties, or customs penalties
  • Return shipping fee, unless approved by RuntoDropship
  • Any indirect, incidental, or consequential loss

7. Order Cancellation

7.1 Before Processing

If an order has not been purchased from the supplier, prepared, packed, shipped, or otherwise processed, you may request cancellation. If approved, we may issue a refund or account credit.

7.2 After Processing Has Started

Once an order has entered supplier purchasing, warehouse preparation, product customization, packaging, labeling, dispatch preparation, or shipping handoff, cancellation may not be possible.

7.3 Customized or Private Label Orders

Orders involving customized products, private label packaging, branded inserts, special packaging, print-on-demand items, pre-ordered stock, or supplier-reserved inventory usually cannot be canceled after payment or production has started.

8. Inventory, Pre-Stock, and Supplier-Purchased Products

If you ask RuntoDropship to purchase inventory, reserve stock, prepare private label materials, or source products specifically for your store, these costs may not be refundable once we have paid the supplier or committed the inventory.

Refunds for inventory products may only be possible if:

  • The supplier accepts the return
  • The product is unused and resellable
  • The return is approved by RuntoDropship in advance
  • Any supplier restocking fee, discounted return price, domestic shipping fee, or handling fee is accepted by you

If the supplier only accepts a partial refund, discounted return, or stock exchange, your refund will be based on the amount actually accepted by the supplier.

9. Returns

In many after-sales cases, returning the product may not be required, especially when the issue can be clearly verified by photo or video.

Do not instruct your customer to return any product to RuntoDropship, our warehouse, the supplier, or any China address without written approval from us.

Unauthorized returns may be rejected, lost, delayed, or unable to be matched with your order. RuntoDropship is not responsible for unauthorized returns.

If a return is required and approved, we will provide return instructions. The returned product must include:

  • Product itself
  • Original accessories
  • Manuals, cables, chargers, parts, or gifts
  • Original packaging where possible
  • Return tracking number
  • Approved return reference or order number

Return shipping cost will be handled based on responsibility:

  • If the issue is confirmed as RuntoDropship, supplier, or warehouse responsibility, we may cover or compensate reasonable return shipping where approved in advance.
  • If the return is due to customer preference, wrong address, wrong order information, buyer remorse, or merchant-side error, the merchant or customer is responsible for return shipping and related costs.

10. Non-Refundable Situations

Refunds, reshipments, or returns are generally not available for:

  • Customer changed their mind
  • Customer does not like the product
  • Customer ordered the wrong item, size, color, or model
  • Merchant submitted the wrong SKU or variant
  • Merchant provided an incorrect or incomplete address
  • Package was unclaimed, refused, or not picked up
  • Customer refused to pay customs duty, VAT, tax, or import fee
  • Package is marked as delivered and no valid non-delivery proof is provided
  • Delivery failed due to incorrect phone number or incomplete recipient information
  • Product is damaged by customer misuse, improper installation, or accidental damage
  • Product condition is affected after delivery
  • Product has minor packaging damage but the item itself works normally
  • Slight batch variation that does not affect function
  • Slight color difference caused by lighting, screen display, or production batch
  • Apparel size difference within normal manufacturing tolerance
  • Orders submitted after your customer’s requested cancellation date
  • Unauthorized return
  • Return without tracking
  • Return sent to the wrong address
  • Product or packaging discarded before evidence is collected
  • Claims submitted outside the required timeframe
  • Chargeback or dispute filed before giving RuntoDropship reasonable time to review the case

11. Wrong Address, Unclaimed Package, or Failed Delivery

RuntoDropship ships orders according to the shipping information submitted by the merchant.

We are not responsible for refunding or reshipping orders when delivery fails due to:

  • Wrong address
  • Missing apartment, unit, building, or house number
  • Incorrect ZIP/postal code
  • Incorrect phone number
  • Incomplete recipient name
  • Customer refusal
  • Customer unavailable for delivery
  • Package not picked up from local carrier or pickup point
  • Customs clearance information not provided by recipient
  • Customer refusal to pay import duties or taxes

If the package is returned, destroyed, or held by the carrier because of incorrect or incomplete information, refund or reshipment may not be available.

12. Customs, Duties, VAT, and Import Taxes

International orders may be subject to customs duties, VAT, import taxes, clearance fees, or local handling fees depending on the destination country and product type.

Unless otherwise agreed in writing, the merchant or recipient is responsible for customs duties, VAT, import taxes, and local clearance charges.

RuntoDropship is not responsible for refunding orders that are delayed, returned, refused, seized, or destroyed due to:

  • Incorrect customs information provided by merchant
  • Product restrictions in the destination country
  • Recipient refusing to pay customs fees
  • Recipient failing to provide required documents
  • Local customs inspection
  • Import restrictions
  • Tax or VAT disputes
  • Government or regulatory action

13. Product Category Exceptions

Some product categories may have stricter refund, reship, return, warranty, or evidence requirements, including but not limited to:

  • Electronics
  • Beauty and cosmetics
  • Apparel and footwear
  • Jewelry and accessories
  • Health-related products
  • Fragile products
  • Liquid, battery, magnet, powder, or sensitive goods
  • Customized products
  • Private label products
  • Seasonal products
  • Clearance products
  • Supplier-reserved inventory

For high-risk or sensitive products, we recommend confirming the after-sales terms with RuntoDropship before selling the product.

14. Refund Method

Approved refunds may be issued through one of the following methods:

  • RuntoDropship account balance
  • Store credit
  • Deduction from future orders
  • Original payment method, where available and approved
  • Other agreed method

Refund processing time may vary depending on payment provider, bank, account system, and review status.

If a refund is issued to account balance, it can be used for future orders, sourcing, shipping, packaging, or other approved service fees.

15. Review Timeline

After receiving complete evidence, RuntoDropship will review the case and provide a response as soon as reasonably possible.

The review timeline may depend on:

  • Evidence completeness
  • Supplier response
  • Warehouse verification
  • Carrier investigation
  • Destination country
  • Product type
  • Order complexity
  • Whether return inspection is required

If the carrier or supplier requires more time to investigate, final resolution may take longer.

16. Chargebacks and Payment Disputes

Please contact RuntoDropship first before filing a chargeback or payment dispute.

If a chargeback, PayPal dispute, credit card dispute, or platform payment dispute is opened before our review is complete, we may pause the refund or reship process until the dispute is resolved.

Fraudulent claims, repeated abuse, false evidence, or unreasonable refund requests may result in account restrictions or termination of service.

17. Merchant’s Customer-Facing Policy

RuntoDropship’s policy is designed for B2B service cooperation between RuntoDropship and merchants.

You should create your own customer-facing refund and return policy for your Shopify store, TikTok Shop, DTC website, marketplace store, or other sales channel.

Your customer-facing policy should not promise terms that RuntoDropship has not agreed to support, such as unlimited free returns, unconditional refunds, long warranties, or no-evidence replacements.

If your store offers a more generous refund policy to your customers, you are responsible for any cost difference beyond what RuntoDropship approves.

18. Policy Updates

RuntoDropship may update this Refund, Reship & Return Policy from time to time based on changes in supplier terms, carrier rules, shipping routes, product categories, customs regulations, platform requirements, or business operations.

The updated version will be posted on this page with a revised “Last Updated” date.

Your continued use of RuntoDropship services after any update means you accept the updated policy.

19. Contact Us

If you have questions about a refund, reshipment, return, damaged item, wrong product, missing item, lost package, or after-sales issue, please contact us:

RuntoDropship
Email: info@runtodropship.com
Website: https://runtodropship.com

Please include your order number, tracking number, SKU, issue description, and clear evidence when contacting us.