Nyonso.com Buyer Protection, Dispute & refund FAQ
Please review the following policies carefully.
Nyonso offers a quicker dispute solution and will appreciate it a lot if you provide:
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to Nyonso if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Nyonso will make a 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 Nyonso warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders departed from Nyonso warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from Nyonso warehouse due to the strict customs clearance at Brazil.
c. For Nyonso standard Packet Liquid Line to all counties, Nyonso will deal with your dispute for delayed orders after 100 days counting from the date that order departed from Nyonso warehouse.
d. For some special shipping methods, Nyonso cannot deal with your disputes.
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 clients to contact local post office or go to the post office for delivery.
Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, Nyonso will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.
2. Orders not Received.
Nyonso will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If Your clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
a. 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, Your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Nyonso takes no responsibility if products have been lost.
b. If the logistics company provides return service to China, Nyonso will put the products in your private inventory and will not refund them when we receive the returned items.
c. Nyonso cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
3. Products Damaged.
Nyonso offers a full refund or a replacement if packages arrived are badly damaged.
Nyonso offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Nyonso cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary products, Your clients shall complain or open a dispute with you within 5 days after packages are delivered.
d. For electronic products, Your clients shall complain or open a dispute to you within 10 days after packages are delivered.
e. For service products, Nyonso refunds you the cost of the product which is the price in China market. If you have Nyonso quality inspection service. Otherwise, Nyonso will not take any responsibility for them.
4. Incorrect or Missing Products.
Nyonso has a strict quality control process before products are dispatched. Nyonso will deal with incorrect or missing products as follows:
a. For incorrect products, Nyonso offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., Nyonso offers a refund or resend if you provide a screenshot of your clients' complaint including name, content and date.
c. For parts missing which doesn’t affect product function, Nyonso may refund partially or resend the missing part; for parts missing which affect product function, Nyonso will resend the product only.
d. For accessories, Nyonso will resend the accessories.
For size problem, Nyonso 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.
5. Orders Cancellation.
For orders cancellation, Nyonso offers a full refund before products are processed by warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, preorder inventory orders cannot be canceled as it is special products and only available for you.
c. After payment, video and photo orders cannot be canceled as Nyonso has planned and prepared for you after payment.
1. Deadline of Opening Dispute.
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
2. Force Majeure.
Nyonso 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, Nyonso will notify you by Nyonso Chat, Skype, Email, Line, WhatsApp etc.
3. Shipping Method Limits.
Some shipping methods are not trackable when orders arrived at all Countries, States, or Cities. Nyonso lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to all countries, including:
PostNL、Electric PostNL、CJPacket Eub、NyonsoPacket Global Economy、NyonsoPacket Postal Route、NyonsoPacket Postal、NyonsoPacket Railway Economy、Nyonso packet postal Route.
When choosing certain shipping methods, the remote addresses will be charged additional cost.
4. Destination Limits.
Due to limited international transportation, Nyonso will not accept any disputes when your orders are shipped to the following countries:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
Products can be returned to Nyonso 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 Nyonso China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
a. If you indeed want your buyer to return the products, please follow these steps: How to return products to Nyonso warehouse.
b. Please return products within 10 days after receiving products.
6. Service Products.
Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, Nyonso may not refund the product cost.
b. Any disputes arising from bad quality, Nyonso may not accept as the supplier is not Nyonso.
c. For service products without Nyonso's quality checking inspection, Nyonso may not accept the disputes.
7. Unacceptable Disputes.
Nyonso shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.
Nyonso always try to offer the best service. If you have any other questions, please feel free to contact us .