Refund and Resend Policy
The processing time is calculated from the moment you place an order on CrossPanda to the moment that you receive a tracking number from us. It is usually estimated to range from 3 to 5 business days. After the order has been processed, you will receive a tracking number, which will be displayed in your dashboard for easy access.
1. Processing time
If the actual SLA for order processing is longer than we promise, you will receive a 10% refund of your product basecost.
If you have any issues with your orders, please contact our customer service team at firstname.lastname@example.org as soon as possible. You will receive our response no later than 2 business days.
If the actual SLA for order processing is 10 business days longer than we promise, you can choose either of the following options:
2. Delivery time
Delivery time is calculated from the moment you receive a tracking number from us to the moment your customer receives his order.
You have the right to request a replacement/refund for all/any defective products that were purchased directly from us within 10 business days of receiving the item(s).
3. Claim/Refund policy
4. Refund rejection
CrossPanda reserves the right to refuse all/any refund requests for the following reasons:
You can request a replacement for the product that is of inadequate quality:
The Service-level Agreement (hereafter called SLA) for each order processing can vary among different categories, products, and product quantity. It will be detailed in each quotation so that you can have a better understanding of each product group.
CrossPanda offers 3 shipping lines with different shipping time and fees to meet the needs of each merchant.
Sometimes it might take longer than we estimate due to an unforeseen circumstance beyond our control, such as a strike or severe weather. However, according to our historical data, only 3% out of our total customers experienced this case.
If the actual SLA for order delivery is longer than we promise, you will receive a 10% refund of your shipping fee.
If the actual SLA for order delivery is 10 business days longer than we promise, you will receive a full refund of your shipping fee.
In unforeseen circumstances beyond our control, such as natural disasters, epidemics, customs clearance, etc (announced in advance), CrossPanda will contact you beforehand in order to reach an agreement on a new order delivery time.
You can request a replacement for the product that is damaged during transportation:
Please be noted that if your request is valid for a refund/replacement, you will be notified of the result via email. You will NOT be subject to all/any expenses in delivering the replacement to buyers’ location.
Thank you for trusting and choosing CrossPanda services. We strongly recommend that you carefully read all the clauses of this Policy, especially the ones regarding your critical interest, disclaimers, applicable laws, and dispute resolutions. By using CrossPanda services, you agree to comply with the following terms and conditions in this Refund & Resend Policy.
If you have any question, opinion, or suggestion, please contact us via email@example.com.
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