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Return & Refund Policy

Secured Trading Services Return & Refund Rules on orazoX

I. Accept

To improve services of orazoX and protect trading rules, your usage of Secured Trading Services is subject to Return & Refund Rules of orazoX.

This Return and Refund Rules (the "Agreement") applies to all users of orazoX, including buyers and sellers. orazoX reserves the right to update the rules when necessary, and the updated version will be published on orazoX with immediate effect. If you (buyer or seller) refuse to accept the rules, you are deemed to have waived the use of the services provided by orazoX immediately. You are deemed to accept the rules if you are using the Secured Trading Services provided by orazoX.

Buyers can enjoy the seller's after-sales service or the designated service provider's joint warranty services with the purchase vouchers of orazoX. Sellers must strictly abide by the relevant laws and regulations and the rules, fulfilling the after-sale obligations for the goods sold on orazoX. After the buyer applies for a return successfully, the enclosed articles must be returned with the product, including but not limited to, the original package, warranty card, accessories, gifts, etc.

II. Cases not applicable to the rules

  • Any product not sold on orazoX.
  • Quality problems caused by the buyer's own actions due to misuse, collision, neglect, alteration, improper installation, unauthorized repairs, etc.
  • Goods that exceed the time limit of return and refund specified in the Agreement.
  • Missing goods, warranty cards, accessories, gifts, etc., that do not affect the integrity and normal functions of the product.
  • The seller has clearly stated that the product does not support refund for return before the purchase.
  • Other cases ruled by orazoX that should not be refunded.

III. Situations for Return and Refund

Failed to Deliver on Time & Order Not Received

Below is our guaranteed order processing time and delivery time:

  • Shipping from Manufacturer: Once placed, your order will be confirmed within 1-3 business days. Normally it takes 1-60 days to process the order before it's shipped as confirmed by the supplier with the dispatch date. We suggest you communicate with the supplier about the shipping and delivery details.
  • Delivery: Generally takes 3-60 days, depending on your region and the shipping method chosen by the supplier. If the receipt of goods exceeds 15 natural days beyond the stated timeframe, it is deemed as late delivery; if goods are not received within an additional 15 natural days, it is deemed that the goods have not been received. In such cases, if the delay is caused by the seller, the buyer has the right to request compensation (return, exchange, or other compensation plan). The original package, warranty cards, accessories, and merchandise gifts must be returned with the goods, and the shipping cost is borne by the seller.

Not as Described / Defective Goods / Fake Goods

For all orders placed through this platform, if the product has quality issues, is not as described, or involves copyright infringement, the buyer has the right to request a refund within 30 natural days after confirming receipt of the goods on orazoX. The buyer must provide evidence. If a return is necessary, the original package, warranty card, accessories, and gifts must be returned with the goods, and the return shipping cost will be borne by the seller. If the buyer and seller cannot reach an agreement, either party may apply for arbitration through the platform.

Force Majeure

The product fails to be delivered on time due to natural disasters, government actions, social events, etc.

Buyer's Personal Reasons

The product fails to be delivered on time due to the buyer's personal reasons such as not being at home upon delivery, an incorrect delivery address, or order information changes. In these cases, the buyer and seller should resolve the issue through negotiation and coordination. If no agreement is reached, either party may request platform intervention. orazoX will make the final judgment based on the facts, platform rules, and relevant laws and regulations.

Bank Transfer with Focus Global Sourcing Services Co., Ltd. (the “Focus Global”)

If you transfer to our Focus Global account, please note that you need to negotiate with the supplier directly to resolve any disputes. If an agreement cannot be reached, you can contact orazoX for assistance.

IV. Other

If the order exceeds the refund time limit specified in the rules, but the product is still within the warranty period specified by the seller, the return and exchange matters shall be settled by the buyer and seller through negotiation. If there is a dispute, either party may seek assistance from orazoX via our Contact Us page.