Refund policy

  1. General Principles: Who Pays for What?

The core of the policy depends on who is at fault for the issue. We distinguish between problems caused by us (Zwinza or the supplier) and issues arising from the buyer’s personal preferences or mistakes.

Zwinza/Supplier Fault: If the product has quality issues, arrives damaged, or if we sent the wrong item, we take full responsibility. In these cases, you can request a refund or a replacement (resend) without needing to return the original product. You do not need to pay for return shipping. Buyer’s Personal Reason: If the customer simply doesn’t like the product, chose the wrong size, or made a mistake in their order, we do not support "no-reason" refunds or free replacements. In these scenarios, we only support a return-and-refund process. This means the customer must ship the item back to our warehouse, and they are responsible for all return shipping costs. Given that international shipping can be expensive and time-consuming, it is often more cost-effective for the buyer to keep the item rather than return it.

  1. Eligible Cases for Refund or Resend

We will process a refund, resend a new item, or accept a return in the following specific situations:

Delayed Orders: If an order exceeds the estimated delivery time significantly. Lost Packages: If the tracking shows the package was lost in transit. Damaged, Wrong, or Missing Products: If the item arrives broken, is different from what was ordered, or parts are missing. Destination Limitations: If the product cannot be delivered to the customer’s country due to customs or logistics restrictions. Shipping Method Limitations: If the chosen shipping channel fails to deliver to the specific address.

  1. Warranty Periods

The timeframe for claiming a refund or replacement depends on the type of order:

Dropshipping Orders: These come with a 30-day warranty period starting from the date the buyer receives the parcel. If a product is defective within this window, you can file a dispute. Direct Shipping Orders: These typically have a shorter 7-day warranty period, though this can vary depending on the specific manufacturer. It is always best to check the specific product page for any variations.

  1. How to Handle Disputes

If an issue arises, you should initiate a dispute through the Zwinza platform.

Processing Time: Our team generally reviews and handles disputes within 2 working days. Evidence: To speed up the process, provide clear photos or videos showing the damage, the wrong item, or the tracking status for lost packages. Outcome: The final resolution (refund, resend, or partial compensation) is determined based on the evidence provided and the specific circumstances of the case.

  1. Private Inventory Policy

If you have purchased private inventory (stock bought in bulk and stored in Zwinza warehouses):

Non-Refundable: Once a private inventory order is placed and paid for, it is non-refundable. Unsold Stock: We do not accept returns of unsold private inventory for a refund. However, you can keep the stock in our warehouse for future dropshipping orders. If you absolutely need to dispose of or transfer the stock, you must contact your Account Manager to discuss special handling options, which will likely involve additional fees.

  1. Refund Timelines

Once a refund is approved:

Zwinza Wallet: If the refund goes to your Zwinza wallet balance, it is usually available immediately or within a very short time. Original Payment Method (e.g., Stripe): If the refund is processed back to your credit card or Stripe account, it typically takes 5–10 business days to appear, depending on your bank’s processing times. While we process the request instantly, the banking network determines the final arrival time.

  1. Tips to Minimize Returns

To avoid the hassle of returns and unhappy customers:

Detailed Descriptions: Ensure your store’s product descriptions are accurate and detailed. If you need more info (like exact measurements), ask us via the product page comments before listing. Clear Store Policy: Align your own store’s return policy with Zwinza’s policy. Clearly state that returns for "change of mind" or "wrong size selected by buyer" are not accepted or require the buyer to pay return shipping. This sets the right expectation for your end customers.