Refund policy
Refund, Resend & Returns Policy
At Ezy-Pick, we are committed to delivering excellent customer service and ensuring your satisfaction. Please review the following policy to understand how we handle refunds, resends, and returns.
Important: All disputes must be submitted through the appropriate platform. Failure to follow the proper process may result in permanent account suspension.
Eligibility for Refund, Resend, or Return
We will process a refund, resend, or return under the following conditions:
1. Order Delays
Orders may qualify if tracking is unavailable or if delivery exceeds the allowed timeframe after shipment:
- USA: 45 days after departure
- Brazil: 110 days after departure (due to customs delays)
- Other shipping methods: Up to 100 days depending on the logistics provider
Important Notes:
Delays may occur if the package is held at the local post office or due to incorrect address details. Customers are advised to check directly with their local post office when necessary.
2. Orders Not Received
- If tracking shows the order as delivered, refunds or resends will not be provided.
- If the order is not received, a non-delivery certificate from the local post office is required.
Tracking Notice:
If tracking indicates issues such as incorrect address, customs clearance problems, or unclaimed delivery, customers must contact their local post office for clarification.
3. Damaged Products
- Full refund or replacement for severely damaged items
- Partial refund or replacement for minor damage (e.g., small scratches or wrinkles)
Important Notes:
- For fragile items, requesting a refund is recommended
- Damage to packaging alone is not eligible for refund due to international shipping conditions
- Claims for electronic products must be submitted within 30 days of delivery
4. Incorrect or Missing Products
- Full refund or replacement for incorrect items
- Refund or resend for incorrect size or color (if functionality is not affected)
- Partial refund or resend for missing parts that do not affect functionality
- Full resend if missing parts affect product functionality
Important Note:
For size-related disputes, please provide photos with accurate measurements for verification.
5. Order Cancellations
- Full refund is available if the order is canceled before processing or shipment
- Customized or pre-order items cannot be canceled once payment has been completed
How to Submit a Dispute
To ensure fast resolution, please provide:
- Photos or videos showing the issue (e.g., damaged product)
- Screenshots of customer complaints (including name, date, and message)
- Return of the product if requested by our support team
Important Notes & Exceptions
1. Dispute Deadlines
Disputes must be submitted within 7 days of delivery or the expected delivery date.
2. Force Majeure
Ezy-Pick is not responsible for delays or losses caused by events beyond our control, including:
- Natural disasters
- Epidemics
- Customs delays
- War or political unrest
3. Shipping Method Restrictions
Some shipping methods do not provide full tracking. Disputes may not be accepted in such cases.
4. Delivery Location Restrictions
Due to logistics limitations, certain countries or regions may not be eligible for dispute processing.
5. Returns Policy
- Returns must be approved in advance
- Unauthorized returns will not be accepted or refunded
6. Service-Based Products
- Services (e.g., photography, packaging, digital services) are non-refundable once completed
7. Unacceptable Disputes
We do not accept disputes based on:
- Change of mind
- Product not meeting personal expectations (without quality issues)
- Delays caused by force majeure
- Unauthorized returns
Additional Terms & Interpretation
1. Dispute Limitations
- Disputes cannot be opened once an order is marked as “closed”
- Disputes cannot be resolved if third-party tracking information is unavailable or invalid
2. Force Majeure Clarification
Ezy-Pick is not responsible for delays or damages caused by:
- Epidemics or public health events
- War, strikes, or international conflicts
- Natural disasters (earthquakes, floods, storms, heavy snow)
- Customs inspections or clearance issues
We will make reasonable efforts to notify customers of such events via email or other communication channels.
3. Shipping Method Limitations
Certain shipping methods may not support tracking in specific destinations. Customers will be informed in advance.
We do not accept disputes for the following shipping methods in restricted regions:
- PostNL
- Electric PostNL
- CJPacket EUB
- CJPacket Postal Route
- CJPacket Railway Economy
Note: Remote areas may incur additional shipping charges.
4. Destination Limitations
Due to international shipping constraints, some countries or regions may not be eligible for dispute handling.
5. Return Conditions
- Returns are only accepted to designated warehouses
- Due to high international shipping costs and risk, returns are not generally recommended
- If proceeding, customers must follow instructions provided by our support team
- Products must be returned within 30 days of delivery
6. Service Products
- Service-related products may not qualify for refunds if delayed or damaged
- Quality-related claims are not accepted for third-party service providers
- If no quality inspection was conducted, disputes cannot be accepted
7. Non-Acceptable Claims
Ezy-Pick will not accept disputes for:
- Customer dissatisfaction without valid reason
- Claims of misleading descriptions when product details were accurate
- Minor product odor (unless it affects functionality)
- Incorrect orders placed by the customer
- Incorrect shipping address provided
- Pre-agreed product differences
- Tracking changes or deletion by logistics providers
- Packages returned, destroyed, or held due to customs non-compliance
Need Assistance?
If you are unsure whether your order qualifies for a refund or resend, please contact us before opening a dispute:
We are here to ensure your shopping experience with Ezy-Pick is smooth, reliable, and stress-free.