30 Day Refund Guarantee
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“30 Day Refund Guarantee” is a tailored tool to meet the special needs and increase the confidence of Chinese buyers to purchase from overseas via Haiwaibao.
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“30 Day Refund Guarantee” is a program based on the current “ payment before delivery” policy.
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Merchants who offer
“30 Day Refund Guarantee”, must accept the following terms and can display the logo on the webpage of their online store inHaiwaibao and on every product listed.
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If the Chinese buyer does not receive the order in 30 days after they have made the payment, the buyer can submit a “Refund Application” to Haiwaibao. This application should be sent from the email account which the buyer registered with Haiwaibao, and should be sent to the seller’s email account and
haiwaibao@paymate.com.au
with the subject
“30 Day Refund Guarantee-Order No. ###
”(order number).
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Haiwaibao will verify that:
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a valid order with valid address was placed with the merchant;
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a payment was received for the order;
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and 30 calendar days have elapsed since payment.
If the conditions arenot met, the application will be declined. If the conditions are met, Haiwaibao will withdraw and hold the payment from the merchant’s bank account before any investigation commences.
Haiwaibao will then email the merchant with the details of the Refund application.
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The merchant should contact the buyers as soon as possible when they get the “Refund Application”, and provide the relevant records to the buyer and HWB.
Proof of shipment to the buyer’s address as well proof of delivery (ie a signature from the person receiving the shipment) will be required from the merchant.
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HWB will fully refund the buyer on the 31st day after getting the “Refund Application”,unless:
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the merchant is able to provide documented proof of shipment and delivery;
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the merchant could not complete delivery due to the address provided by the buyer being incorrect or there being no person to receive the shipment;
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Haiwaibao believes that the buyer is submitting a fraudulent claim.
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HWB will send the refund instructions to Alipay, and the refund will be processed in 2-3 working days. Haiwaibao will not be responsible for shipment or customs clearing delays that may result in the order being delivered after 30 days from payment or after a refund has been processed.
