In order to improve the service quality provided by Gumfry and to provide better services for our customers, the terms of the After-Sale Service provided by Gumfry are as follows.
Note: the following terms refer to the policy and instructions of the After-Sale Service for Gumfry, and how distributors engage with customers.
1. Return/refund due to product quality issue
1) If products have any quality issues or cannot be used or missing accessories, you can submit a refund or a replacement request within 15 days after signing. The calculation time is from the receipt date
2) If the product is damaged or cannot be used or missing accessories, you can submit a return request within 30 days after signing. The calculation time is from the receipt date. Please return all accessories included in the parcel. If lacking accessories or other parts, you need to make relevant compensation.
It requires you to feedback issues within the date of the after-sales period, otherwise, we have reason to believe that the product problem is damage artificially, and after-sale services will not be offered.
2. Evidence is needed for after-sale service
1) Customers must first send a clear photo or video of the damaged or defective product and the shipping packaging before we can consider issuing RMA authorization. Please use good lighting and a close to medium distance, so we can identify and verify the issue. Please send attachments to [email protected]
2) Only offering screenshots of customer dispute refunds, cannot prove a product quality issue, therefore, Gumfry will not provide any after-sales service.
The following information is required and format is as follows:
Shipping method + tracking number:
A specific description of the issue:
3. After-sale service -Return process
We will do our best to ensure that the products delivered to our customers are good. If you receive a defective product, please follow the steps below to apply after-sale service.
- Contact the online customer service staff or submit a ticket to request a return, detail the issue and provide a photo or video of the defective product.
- Return the items and include all source packaging and accessories in the returned package, after the return application is approved. The return address is based on the proximity principle.
- Customer service staff can be informed by email or live chat about the Tracking number / URL / return shipping fees/ shipping receipt/logistics information image of the returned package.
- We will process the refund within 3-7 days after receiving the package. Once refunded successfully, you will receive a confirmation email.
4. After-Sale Services for Received Products
(a)Quality problem: Flaws caused during the production and shipping process. Due to extreme discounts on all our items, we cannot offer After-Sale Services for products with less than 10% damage/defect. For example, some products may have small scratches on the plastic product or the package box has a bit of squeeze, but does not affect the use
(b)Problem of fittings: fittings are damaged, defective, or missing.
After any evidence provided has been verified by us: for problems that can be resolved by the buyer, we can refund the cost only if the cost is below the product cost; for problems that cannot be solved by the buyer or the cost exceeds the product cost, we can provide either usable fittings or refund following a product return (RMA). The order amount will determine how the situations listed are resolved.
(c) Orders are left unattended or mistakenly shipped: resolution based on order amount.
- Orders left shipped: Check the package weight of the order to confirm, the solution should be provided between buyer and customer assistance through clear and professional communication.
- Orders mistakenly shipped: Check order SKU and SKU of the received package to confirm, the solution should be managed between buyer and customer assistance through communication.
(d) Damaged during shipping
- Package damage: it cannot be handled if the product is functional.
- Product damage: it cannot be handled if the product is functional and the damage amount is below 10%.For example, some products may have a small scratch on the plastic product or the package box has a bit of squeeze, but does not affect the use
5. Customs Clearance
For customs clearance, respective responsibility needs to be clarified between the buyer and our company.
(a)Tariff claim: a tariff is claimed by local customs based on local policy, and specific to different countries and states, so buyers are responsible for payment. Since it is clearly out of our control, we do not classify this as an After-Sale Issue.
(b)Package destroyed by customs or cargo agents: we are not responsible if buyers reject or contest tariff claims or attempt to import products prohibited in their state, country, or region.
(c)We are not responsible for products that cannot go through/clear customs due to lack of product qualification; buyers need to clearly state what qualification issues are involved.
Note: Members are solely responsible for checking (a) if the sensitive product(s) can be shipped to the destination before dispatch and (b) whether the product requires any specific credentials/declarations.
6. Types of After-Sale Services available for products not received
(a) Yet to be received: Buyers are informed by Customer Service staff; we are not liable for packages that have been returned or destroyed that have not been dealt with in time.
(b) Abnormal delivery: Buyers are informed by Customer Service staff, we are not liable for packages that have been returned or destroyed that have not been dealt with in time.
(c) Failed to deliver: Buyers are informed by Customer Service staff, we are not liable for packages that have been returned or destroyed that have not been dealt with in time.
(d) Exceeded shipping time limit, refunded by platform dispute: If the package has not been received 60 days after the sale, the package is declared missing.
(e) Package delivered, buyer reports not received: buyer needs to obtain proof that the “package has not yet arrived” from their local post office and send the proof to us for further checking.
(f) No shipping update: over 15 days since the sale has elapsed without a shipping update, shipping status with an order number will be checked if the order has still not been received after 60 days after sale arrangements can be approved for the above situation.
(g) We are not responsible if the buyer refuses to receive and accept a package.
(h) The missing package condition is not applicable to surface mail and airmail as well as package checks. Products shipped by Flat ship are not offered after-sale service when the parcel is lost even if the customer purchases shipping insurance.
The following conditions are exempt from receiving After-Sale Services:
Incorrect address provided by buyers; buyers who cannot provide evidence that meets the threshold of proof and who do not intend to return the product for testing; buyers who ask for resend, resupply and return, refund overdue; product shipped, situations caused not by quality issues and/or not our responsibility, buyers who provide subjective/unacceptable reasons to ask for refund. Please kindly contact our customer services for further information.