BELMHORA offers a faster resolution to disputes and would greatly appreciate it if you could provide the following:
a. Photos or videos of the damaged item to demonstrate the damage. If a photo is not sufficient to show that the product is damaged, please upload a video.
b. Screenshot of the email or claim received, including the name, date, and content. In other words, a customer has submitted the claim (via the PayPal claims platform or another payment gateway, email, etc.).
do. Products must be returned to BELMHORA if our Claims Team requests a return during the claims process.
Except in the case of a major misinterpretation, CJ will issue a refund, reship the product, or accept a return in any of the following cases
Orders lack tracking information, are in transit, pending, or expired 60 days after leaving the CJ warehouse. The following countries and shipping methods may vary:
a. For orders shipped to the U.S., the delivery time will be calculated starting 45 days after the order leaves the CJ warehouse.
b. In the case of Brazil, the deadline is 110 days from the date the order left the CJ warehouse, due to strict customs procedures in Brazil.
do. For the CJPacket Liquid Line service with shipments to all counties, CJ will handle your claim for delayed orders after 100 days from the date the order left the CJ warehouse.
d. For certain special shipping methods, CJ cannot handle your claims. (See the following important note.)
Notes:
Sometimes, an order arrives at the post office closest to the buyer but remains undelivered due to an incomplete address, an unclaimed package, a missing tracking number, etc. It is much more convenient for customers to contact their local post office or go there in person to pick up their package.
Due to factors such as the national situation, phone numbers, and religious beliefs in Israel, packages are typically delivered to self-service mailboxes, which can cause delivery delays. Therefore, it will be much more convenient for customers to contact their local post office or visit it to pick up their package.
Sometimes, local tracking numbers may show that a package has been delivered, but the end customer claims not to have received it. In such cases, CJ will do everything possible to verify the actual situation, which can be a lengthy process (1 to 2 months), with no guarantee of a positive outcome.
CJ will not process a refund or reship the order if the tracking information shows that it has been delivered.
a. If your customers do not receive the package, a non-delivery certificate issued by the local post office with an official stamp is required.
b. Tracking information alert. The tracking information displays an alert; the reasons are listed below:
a) Incorrect or incomplete address.
b) No such number exists.
(to do) Recipient unknown.
d) Rejected.
(mi) Don’t pick it up on time.
F) There is no secure drop-off location.
gram) Not cleared through customs.
h) Others.
Notes:
a. The local carrier will make 1 to 3 delivery attempts depending on the situation. If the package is not claimed within the delivery period, it will be returned to the local post office for storage within 3 to 7 days. In that case, your customers must pick up the package in person. Otherwise, the product will be returned to the sender, our logistics company. CJ is not responsible for the loss of products during the return process.
b. If the logistics company offers a return service to China, CJ will place the products in its private inventory and will not issue any refunds upon receipt of the returned items.
do. CJ cannot offer a refund or reshipment if you do not follow up on undelivered orders or packages destroyed by logistics companies.
3. Damaged products.
CJ offers a full refund or a replacement if packages arrive severely damaged.
CJ offers a partial refund or a replacement if packages arrive partially damaged ( except for loose threads, slight wrinkles, small scratches , etc.).
Notes:
a. For fragile items, we strongly recommend requesting a refund.
b. If the shipping boxes arrive damaged , CJ cannot offer refunds or other after-sales services due to the long distance involved in international shipping.
do. In the case of common electronic products, your customers must file a complaint or open a dispute with you within 30 days of the delivery of the packages.
d. For service products , CJ will reimburse you for the cost of the product, which corresponds to the price on the Chinese market, provided that you have contracted CJ’s quality inspection service . Otherwise, CJ will not be liable for them. ( See the following important note > Service Products ).
CJ offers a full refund or a replacement if packages arrive severely damaged.
CJ offers a partial refund or a replacement if packages arrive partially damaged ( except for loose threads, slight wrinkles, small scratches , etc.).
Notes:
a. For fragile items, we strongly recommend requesting a refund.
b. If the shipping boxes arrive damaged , CJ cannot offer refunds or other after-sales services due to the long distance involved in international shipping.
do. In the case of common electronic products, your customers must file a complaint or open a dispute with you within 30 days of the delivery of the packages.
d. For service products , CJ will reimburse you for the cost of the product, which corresponds to the price on the Chinese market, provided that you have contracted CJ’s quality inspection service . Otherwise, CJ will not be liable for them. ( See the following important note > Service Products ).
CJ has a strict quality control process in place before shipping products. CJ will handle incorrect or missing items as follows:
a. If you receive incorrect products , CJ offers a full refund or a replacement.
b. In the case of products with the wrong color or size that do not affect the product’s functionality, etc., CJ offers a refund or a reshipment if you provide a screenshot of your customer’s complaint, including the name, content, and date.
do. If parts are missing but this does not affect the product’s functionality, CJ may issue a partial refund for the purchase or resend the missing part; if parts are missing that do affect the product’s functionality, CJ will only resend the product.
d. In the case of accessories, CJ will reship them.
Notes:
If you have any issues with the size, CJ would greatly appreciate it if you could measure the product using the correct measurement method and provide us with a photo of the measurement. This will allow our dispute resolution team to handle your case quickly.
If an order is canceled, CJ offers a full refund before the warehouses process the items.
a. Once payment has been made, made-to-order items cannot be canceled, as they are customized.
b. Once payment has been made, pre-orders cannot be canceled, as these are special products and are reserved exclusively for you.
to do. Once payment has been made, video and photography orders cannot be canceled, as CJ has already planned and prepared everything for you after receiving payment.