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Refunds & Returns Policy

Please review the following policies carefully.

PRINOCH offers a quicker dispute solution and will appreciate it a lot if you provide:

  1. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
  2. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through the form below.).
  3. The products need to be returned to PRINOCH if our Dispute Team asks for a return in Disputes.

Except the important interpretation, PRINOCH will make Refund, Resend, or Accept the Return for any of the following cases:

  1. Orders Delayed.

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from PRINOCH warehouse. Following countries and shipping methods may be different:

  1. For orders shipped to the USA, it will be counted 45 days after orders departed from PRINOCH warehouse.
  2. For Brazil, it is after 110 days counting from the date that order departed from PRINOCH warehouse due to the strict customs clearance at Brazil.
  3. For China Post Registered Air Mail and PRINOCH liquid direct line to all counties, PRINOCH will deal with your dispute for delayed orders after 100 days counting from the date that order departed from PRINOCH warehouse.

Notes:

Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for you to contact local post office or go to the post office for delivery.

2. Orders not Received.

PRINOCH will not deal with the refund or resend if the tracking information shows the order is delivered.

  1. If You do not receive the package, a non-delivery certification issued by the local post office with official seal is necessary.
  2. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
  3. a) Incorrect/insufficient address.
  4. b) No such number.
  5. c) Unknown recipient.
  6. d) Refused.
  7. e) Do not pick up in time.
  8. f) No safe delivery location.
  9. g) Uncleared customs.
  10. h) Others.

Notes:

  1. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, You need to pick up the package by yourself. Otherwise, the product will be returned to the sender, our logistics company. During the return, PRINOCH takes no responsibility if products have been lost.
  2. PRINOCH cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.

3. Products Damaged.

PRINOCH offers a full refund or a replacement if packages arrived are badly damaged.

PRINOCH offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:

  1. For fragile products, a refund is highly recommended.
  2. For damaged packing boxes, PRINOCH cannot offer any refunds or other after-sale services due to the long-distant international delivery.
  3. For ordinary products, You shall complain or open a dispute with you within 5 days after packages are delivered.
  4. For electronic products, You shall complain or open a dispute to you within 10 days after packages are delivered.

PRINOCH has a strict quality control process before products are dispatched. PRINOCH will deal with incorrect or missing products as follows:

  1. For incorrect products, PRINOCH offers a full refund or replacement.
  2. For products with wrong color, size which doesn’t affect product function, etc., PRINOCH offers a refund or resend if you provide a screenshot of your complaint including name, content and date.
  3. For parts missing which doesn’t affect product function, PRINOCH may refund partially or resend the missing part; for parts missing which affect product function, PRINOCH will resend the product only.
  4. For accessories, PRINOCH will resend the accessories.

Notes:

For size problem, PRINOCH will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

Important Interpretation

1. Force Majeure.

PRINOCH takes no responsibility for any product damaged or shipping delay caused by the act of God, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, PRINOCH will notify you by PRINOCH Chat, Skype, Email, Line, WhatsApp etc.

2. Destination Limits.

Due to limited international transportation, PRINOCH will not accept any disputes when your orders are shipped to the following countries:

Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana.

3. Return.

Products can be returned to PRINOCH China warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at PRINOCH China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.

 Please return products within 10 days after receiving products.

4. Service Products.

Service products apply to the following interpretation.

  1. Any disputes arising from products damaged or shipping delayed, PRINOCH may not refund the product cost.
  2. Any disputes arising from bad quality, PRINOCH may not accept as the supplier is not PRINOCH.

5. Unacceptable Disputes.

PRINOCH shall not accept any unreasonable disputes, including but not limited to:

  1. The buyer does not like it.
  2. The product description is not real.
  3. Products smell unusual.
  4. The buyer ordered the wrong items or SKU.
  5. The shipping address was provided incorrectly.
  6. Product difference was negotiated in advance.
  7. Tracking information deleted by logistics companies or local post offices.






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