After-Sales Policy

At DragonWay Global, we understand the challenges of running an eCommerce business.
To ensure smooth operations and reliable support, we work with multiple suppliers and logistics partners to provide a clear and standardized refund and reshipment policy.
Our dedicated after-sales team is available to assist with any issue quickly and efficiently.
1. Lost Orders / Failed Delivery
Failed Delivery
If a package cannot be delivered due to incorrect address, incomplete recipient information, or unreachable recipient, it will be returned to the local processing center.
Redelivery requests must be submitted within 7 days with updated and accurate recipient details (the new address must be within the same country).
Redelivery Fee: $15 per package.
If the second delivery attempt also fails, the order will be closed, and no further after-sales support will be provided.
Lost Orders
If tracking shows the package as delivered but the customer claims non-receipt, proof such as a refund receipt from the customer must be provided for reshipment or refund.
If tracking confirms the package was lost, DragonWay Global will arrange a free reshipment.
2. Incorrect or Missing Products
If the customer receives the wrong product (incorrect size, color, or model), photos of the product and the shipping label are required for verification.
For missing products, please provide photos of all received items inside the package.
Once verified, we will reship the missing or incorrect products for free, or issue a refund accordingly.
3. Damaged or Defective Products
If a customer receives a damaged or defective product, please report the issue within 15 days of receipt.
Proof of damage (clear photos or videos), shipping label, and product barcode must be provided.
After verification, DragonWay Global will offer either a full refund (product + shipping) or a free reshipment.
Note: Minor scratches, dents, or imperfections not affecting functionality are not covered. If you require additional protective packaging, please contact your account manager.
4. Custom Product Refund Policy
Custom-made products use exclusive materials and designs and therefore cannot be resold.
All custom orders are non-refundable once payment is confirmed.
If a major quality issue occurs, a free replacement will be provided — refunds will not apply.
5. Force Majeure & Logistics Delays
Force Majeure
DragonWay Global is not responsible for delivery delays caused by uncontrollable events such as natural disasters, strikes, or wars.
Long-Term Shipping Delays
Orders shipped via DragonWay Global channels (e.g. DragonWay Standard, DragonWay Express, DragonWay Economy) that exceed the estimated delivery time by 30 days are eligible for a refund or reshipment.
Orders shipped through non-DragonWay logistics providers are not covered under this clause.
Remote Areas & P.O. Boxes
We do not guarantee successful or timely delivery for shipments sent to remote areas or P.O. Boxes.
After-sales support does not apply to these addresses.
6. Refund & Reshipment Process
Refund Requests
Submit a refund request to your dedicated customer service representative.
Once confirmed eligible, refunds will be processed within 7 business days and returned via the original payment method.
Actual processing times depend on banks or payment providers.
Reshipment Process
Approved reshipments will be arranged within 3 business days.
A different shipping method may be used depending on route availability, and a new tracking number will be provided.
7. Special Cases
PayPal Refunds
For PayPal payments, please contact our support team with the Order ID, transaction proof, and refund reason.
Refunds will be processed within 7 business days, and the amount will be returned to the original PayPal account.
Actual posting times depend on PayPal or bank procedures.
PayPal Disputes / Chargebacks
If a customer initiates a chargeback or dispute through PayPal without contacting us first, DragonWay Global will respond through PayPal’s official resolution process.
If PayPal rules in favor of the buyer:
If goods were received: The buyer must return the goods to the provided DragonWay Global address. The buyer covers the return shipping cost. Final compensation will be decided after inspection.
If goods were not received: If logistics confirm the package was lost, we will assist with a logistics claim or alternative resolution.
Once PayPal has ruled in favor of the buyer, DragonWay Global bears no additional liability.
Compensation options: Refund to the original payment method or account balance credit (for long-term partners).
8. Cases Where After-Sales Support Is Not Available
Orders failed or refused due to incorrect or incomplete address.
Refund or chargeback requests submitted after 7 days of delivery.
Returns requested for personal reasons (e.g., dislike, change of mind).
Delays or losses caused by force majeure (natural disasters, customs detention, wars, etc.).