HyperSKU works with a variety of suppliers and each supplier has their own after-sale policy. We totally get the complexity of running an eCommerce store, that’s why here at HyperSKU we offer a universal refund and reshipment policy for users! Our users will deal with HyperSKU directly for all refund and reshipment cases.
HyperSKU’s Refund and Reshipment Policy
The order is lost during transportation. In the case that the order is lost by the shipping carrier according to the tracking code update, the seller can request a refund if the seller fully refunded the customer within 30 days of the loss.
The product is damaged or incorrect. In the case that customer claims that the product is damaged or incorrect, the seller can request either refund or reshipment within 5 days of the order being delivered. Please provide proof (photo or video, shipping slip and barcode) along with the request.
The order is missing. In the case that the order is marked as delivered but the customer claims they didn’t receive it, the customer should contact the last mile carrier and report the issue. The seller can request a refund if the seller fully refunded the customer.
Late shipment of HyperSKU-branded shipping options (including HyperSKU Standard Shipping, HyperSKU Economy Shipping, HyperSKU Expedited Shipping, HyperSKU VIP Shipping, etc). In the case that delivery takes longer than 60 days, the seller can request refund if the seller fully refunded the customer. We do suggest customers wait a bit with patience, due to current shipping delays caused by COVID-19.
Delivery problems caused by the customer. In the case that shipping delay or delivery failure is caused by incorrect address, incorrect phone number, or other factors caused by the recipient, HyperSKU does not offer refund or reshipment, and is not responsible for extra service fee caused. We suggest the customer contact the last-mile shipping carrier for another delivery attempt.
The parcel is returned to the processing warehouse due to delivery failure. In the case of delivery failure and the last-mile carrier returns the parcel to the processing center (processing warehouse/ processing hub), HyperSKU can arrange a redelivery attempt at a cost of 10 USD per parcel. If the tracking status shows that the parcel is being returned to the processing warehouse, while the warehouse never received the parcel, the seller can request a refund if the seller fully refunded the customer.
Force majeure. HyperSKU is not responsible for shipment issues caused by force majeure, such as natural disaster, strikes, or war outbreak.
HyperSKU does not handle returns for free. In the case of delivery failure and last-mile delivery carrier returns the package to the processing center (processing warehouse/ processing hub), HyperSKU can arrange a redelivery attempt at a cost of 10 USD per parcel, or the package will be trashed.
How to Request Refund or Reshipment
Please refer to the above section for each scenario. Sellers must send the refund or reshipment request within the timeframe with the information required.
HyperSKU will check your request and will issue a refund or arrange reshipment, if the proofs are valid. During the process, HyperSKU might ask for more information and the seller should provide it within two business days.
How HyperSKU Handles Refund and Reshipment
After HyperSKU accepts the refund request, it takes two business days for our internal team to process the refund.
The money will be refunded to the original payment method. After HyperSKU doing the refund, it might take several business days for the fund to appear in the seller’s balance.
The payment service provider might charge transaction fees or handling fees, and HyperSKU is not responsible for it.
After HyperSKU accepts the reshipment request, HyperSKU will start to purchase and process within 2 business days.
HyperSKU will decide on the shipping option, and it might be different from the original shipping option. The tracking code will be provided to the seller.
Redelivery attempt for failure caused by customer providing incomplete or incorrect address
HyperSKU and its shipping partners thrive to deliver parcels according to the shipping addresses provided. However, when a customer provided incorrect or incomplete shipping information (for example address without a phone number), it might lead to unsuccessful delivery, and the package will be returned to the delivery hub. Usually, the delivery hub with the last-mile carrier will make another delivery attempt. If still fails to deliver, the package will be further returned to the processing warehouse, from where HyperSKU can arrange the final redelivery attempt at a cost of 10 USD.
HyperSKU is not responsible for unsuccessful delivery caused by customers providing incorrect or incomplete shipping information. We strongly recommend you advise the customer to contact last-mile delivery carrier to arrange redelivery, which is usually free of charge; While HyperSKU can help to arrange redelivery attempt at fixed cost of 10 USD per redelivery attempt.
HyperSKU Team will ask the seller for an updated shipping address as soon as get delivery failure notification from the carrier. Please respond to HyperSKU with the correct shipping address within three business days.
HyperSKU will refund/reship at its own cost, if fails to notify seller within three business days of package returned to the processing warehouse.
Redelivery is not eligible for packages over 3 KG.
For example, with contactless delivery, the delivery person calls the recipient prior. If no phone number was provided, an incorrect phone number was provided, or the recipient doesn’t answer, it will be marked as unsuccessful delivery and the parcel will be returned to the delivery hub.
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