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Return & Refund Policy

This version was updated on Oct 9, 2022 00:28:28 (PST) and became effective from  Oct 16, 2022 00:28:28 (PST).


To create a great trading environment and improve the services of Cautop, Cautop hereby issues this general return and refund policy. This Policy    applies to all    users.

General Terms:

Cautop reserves the right to update the rules when necessary, and the updated version will be published on Cautop with    immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Cautop immediately. All buyers or suppliers are    deemed to accept the rules if they are using the services provided by Cautop. Supplier would publish their own Return & Refund Policy on the product detail page.    Cautop's policy shall prevail in case of conflict with supplier's policy.

For after-sales issues, buyers should file a return & refund request within    30 days of the delivery date (except several    suppliers whose after-sales period was agreed by Cautop). The period of Return & Refund request filed exceeds, the supplier reserves the right not to provide any    after-sales service after that time.

Before an order is shipped out, the buyer has the right to apply to cancel the order by clicking the "request    refund" button in Cautop buyer center, or by contacting Cautop customer service to cancel the order. Please note some supplier policies do not accept order    cancellations before the order is shipped out. The supplier should agree or reject the cancellation request within 3 business days.

If the supplier cannot    fulfill the buyer's order within the order processing time indicated on Cautop's product page,    under the condition, but not limited to no stock or other conditions, the supplier has the right to cancel and refund the order.

If the buyer receives goods    damaged or broken and applies for a refund with compelling evidence, and the goods need to be    returned, the supplier has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. The supplier should    refund the buyer when the return shows as in transit on the logistic website with the supplier's provided prepaid return label.

Cautop shall not require    supplier to accept after-sale request for "non-defective remorse returns", supplier has the    right to accept or reject the request as his policy show as on the Cautop product page. Cautop will abide by the supplier's policy under this condition.

If    supplier accepts the after-sale request for the reason type of "non-defective remorse returns" and require to    deduct a "restocking & repacking fee", under Cautop's policy restriction, the "restocking & repacking fee" in total supplier deducted    shall not exceed 35% of order total price.

Cautop shall not require suppliers on warranty, like whether to provide warranty or not, or the way of warranty    handling    with.

Cautop shall restrict with the refund time and redelivery time under the condition, included but not limited to order should    refund based on supplier's policy or Cautop's policy, agree on refund or redelivery between supplier and buyer or others, supplier must refund not more than 3    business days, or redelivery not more than 5 business days.

Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause    states below) to the    supplier or Cautop. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, the supplier and or Cautop has the right to    reject the return and refund request.

Whether the evidence is compelling or not will ultimately be determined by Cautop.

Under Various    Circumstances:

1. Refund Request Timing

The buyer has the right to apply for a full refund for the order that was not shipped out within the    stated processing time (subject to the estimated processing    time displayed on the order page).

Return & Refund Type Cautop   Rules
For Unshipped Orders  The Return & Refund request is                made after   the stated processing time.  Cautop will refund the                order.
  The Return & Refund request is made   within the stated processing                time. The supplier has 3 business days to process the   request after the buyer                submits it.
  If the supplier fails to process (accept or reject)   the refund request                within 3 business days, Cautop will refund the order
  Please note:                Although the order is   still within the stated processing time, any refund request needs to be   processed within the time listed above.
For   Shipped Orders    The Return & Refund request is made after the order has shipped.  The supplier has 10   business days to process the request after the buyer                submits it.
  If the supplier fails to process   (accept or reject)                the refund request within 10 business days, Cautop will   refund the order.


2. Goods Returned in Transit

If the package is sent back to the supplier during transit for any reason, and the buyer applies for a refund, the supplier should refund    within 3 business days of    the refund request. Under the same cases, if the buyer requests redelivery, the supplier should begin redelivery within 5 business days of the request    date.

3. Goods Destroyed in Transit

If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not    limited to a screenshot from the logistics website    that the order was destroyed, the supplier should refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the    request.

4. Wrong Receipt Information

If the buyer puts wrong receipt information on an order, the buyer should contact the supplier via    "Contact Seller" or contact Cautop customer service to    request the supplier update the order with the correct receipt information.

Please note the receipt information correction or order cancellation are not    guaranteed.

If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.

If    the goods have been delivered to the wrong receipt, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good    condition, the supplier shall refund the order within 3 business days of receiving the goods, as buyer’s refund request, or begin redelivery within 5 business days of    receiving the goods. Please note buyer will additionally be in charge of the redelivery fee.

If the order cannot be corrected or returned, the buyer will bear    the losses.

5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)

If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality    problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request on Cautop,    the supplier should check the proof and give a response within 3 business days.

If the proof checked by the supplier is not showing the problem clearly and or if    the proof checked by Cautop is not showing the problem clearly, the proof is    invalid, and the supplier/Cautop has the right to reject the buyer's refund request.

If the buyer's proof shows a problem clearly after being checked by the supplier/Cautop, the proof checking time shall not more than 3 business days, and if    the goods need to be returned to get a refund, the supplier should provide the buyer with a prepaid return label within 3 business days of proof approval, and refund    the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 3 business days. If the goods needn't be    returned, the supplier should refund the order within 3 business days of the refund request.

If proof is valid, and buyer requests redelivery, the supplier    should redelivery within 5 business days of proof approval. Please note suppliers have the right to    refund order if the redelivery products have no stocks, or buyers are able to reorder products when the products are restocked.

6. Logistics Issues

6.1 Invalid tracking information

If Cautop verifies the tracking number is wrong, and the supplier fails to provide the correct one within 4 business days, Cautop will refund the order.

6.2 Untimely Tracking Info Updates

If there is no update of the tracking info for more than 7 business days    after label created showing on logistic website, and the buyer applies for a refund,    Cautop require supplier refund order within 3 business days since buyer request.

Note: this clause is not applicable for special time/periods such as holidays,    covid-19, abnormal weather, or other abnormal situations.

6.3 Too-long of Shipping Period

If the transit time exceeds the estimated delivery time by 10 days or more and the supplier fails to provide any valid tracking updated info, the buyer may apply for a refund. Cautop require supplier refund order within 3 business days as buyer request.

Note: this clause is not applicable for special time/periods such as    holidays, covid-19, abnormal weather, or other abnormal situations.

7. Attention

If buyers are unsatisfied with the solution of the order after-sale    issues, buyers have the responsibility to open a dispute with Cautop to help deal with the    after-sale issues.

Last updated Oct 9, 2022 00:28:28 (PST)


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