Return & Refund Policy

This refund policy is to be used as a resource by customers and dropshippers who work with Sumever Limited (“Sumever”) via sumeverlimited.com.

Please review the following policies carefully.

ALL DISPUTES MUST BE OPENED DIRECTLY WITH SUMEVER. FAILURE TO DO SO MAY RESULT IN YOUR ACCOUNT BEING PERMANENTLY BLOCKED.

Sumever offers a streamlined dispute resolution process and greatly appreciates it if you provide:
a. Photos or videos of the damaged item to prove damage. If photos are insufficient, please upload a video.
b. A screenshot of the email or dispute received, including the customer’s name, date, and content (e.g., complaints received via PayPal, other payment gateways, email, etc.).
c. Products must be returned to Sumever if our Dispute Team requests a return during the dispute process.

Unless specified under the Important Interpretation section below, Sumever will offer a refund, resend, or accept returns for the following cases:

1. Orders Delayed

Orders lacking tracking information, in transit, pending, or expired 60 days after departing from Sumever’s warehouse. Exceptions apply to the following:
a. For orders shipped to the USA, the timeframe is 45 days after departure from Sumever’s warehouse.
b. For Brazil, it is 110 days from the departure date due to strict customs clearance processes.
c. For specific shipping methods (e.g., Sumever Express Line), disputes for delayed orders will be addressed after 100 days from the departure date.
d. For certain special shipping methods, Sumever may not process disputes (see Important Interpretation below).

Notes:

Sometimes, orders may arrive at the buyer’s nearest post office but remain pending due to insufficient address, unclaimed packages, or similar issues. We recommend customers contact their local post office for assistance.
In Israel, due to national realities, phone numbers, or religious beliefs, packages may be delivered to self-pickup cabinets, potentially causing delays. Customers should check with their local post office.
If local tracking shows delivery but the customer claims non-delivery, Sumever will investigate. This process may take 1-2 months with no guaranteed positive outcome.

2. Orders Not Received

Sumever will not process a refund or resend if tracking information indicates the order has been delivered.
a. If your client claims they did not receive the package, a non-delivery certification issued by the local post office with an official seal is required.
b. Tracking information may show an alert for the following reasons:
a) Incorrect or insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused by recipient.
e) Not picked up in time.
f) No safe delivery location available.
g) Uncleared customs.
h) Other unspecified reasons.

Notes:
a. The local distributor may attempt delivery 1-3 times based on the situation. If the package remains unclaimed, it will be held at the local post office for 3-7 days. Clients must pick up the package themselves during this period. If unclaimed, the package will be returned to the sender (our logistics provider). Sumever is not responsible for losses during this return process.
b. If the logistics company offers return service to our warehouse (e.g., in China), returned products will be placed in your private inventory. No refund will be issued upon receipt of returned items.
c. Sumever cannot offer a refund or resend for undelivered orders or packages destroyed by logistics companies if the above steps are not followed.

3. Products Damaged

Sumever offers a full refund or replacement if packages arrive badly damaged.
Sumever offers a partial refund or replacement if packages arrive partially damaged (excluding minor issues such as loose threads, slight wrinkles, small scratches, etc.).

Notes:
a. For fragile products, a refund is highly recommended over a replacement.
b. For damaged packaging boxes, Sumever cannot offer refunds or other after-sale services due to the nature of long-distance international shipping.
c. For ordinary and electronic products, clients must raise a complaint or open a dispute within 30 days of package delivery.
d. For service products, Sumever will refund the cost of the product based on its price in the local market (e.g., China market) only if you have opted for Sumever’s quality inspection service. Otherwise, Sumever will not take responsibility (see Important Interpretation > Service Products).

4. Incorrect or Missing Products

Sumever maintains a strict quality control process before products are dispatched. We will address incorrect or missing products as follows:
a. For incorrect products, Sumever offers a full refund or replacement.
b. For products with the wrong color, size, or similar issues that do not affect product function, Sumever offers a refund or resend if you provide a screenshot of your client’s complaint, including their name, content, and date.
c. For missing parts that do not affect product function, Sumever may offer a partial refund or resend the missing part. For missing parts that affect product function, Sumever will resend the product only.
d. For missing accessories, Sumever will resend the accessories.

Notes:

For size-related issues, Sumever greatly appreciates it if you can measure the product using the correct method and provide a photo of the measurement. Our Dispute Team will then process your dispute more quickly.

5. Order Cancellations

Sumever offers a full refund for order cancellations before products are processed by our warehouses.
a. After payment, print-on-demand (POD) orders cannot be canceled as they are customized.
b. After payment, preorder inventory orders cannot be canceled as they are special products reserved exclusively for you.
c. After payment, video and photo orders cannot be canceled as Sumever has planned and prepared these services for you following payment.

Important Interpretation

1. Deadline for Opening Disputes

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

Sumever is not liable for delays, losses, or damages caused by events beyond our control, such as natural disasters, strikes, or pandemics.

3. Shipping Method Limits

Certain shipping methods are untrackable in specific countries, states, or cities. Sumever will list these methods in advance and will not accept disputes for orders shipped via: PostNL、Electric PostNL、CJPacket Eub、CJPacket Postal Route、CJPacket Postal、CJPacket Railway Economy.
Note: Additional fees may apply for remote addresses with certain shipping methods.

4. Destination Limits

Some destinations may have additional restrictions or delays due to local customs or logistics constraints. Sumever will not be held responsible in such cases.

5. Returns

Products can only be returned to Sumever’s designated warehouses in China. However, we discourage returns due to high international shipping costs and the risk of loss or damage during transit, which may take 3+ months.
a. If a return is requested, follow these steps: [Insert link or instructions for returning products to Sumever’s warehouse].
b. Returns must be initiated within 30 days of receiving the product.

6. Service Products

For products sourced from third-party suppliers:
a. Sumever may not refund product costs for disputes related to damage or shipping delays.
b. Disputes over poor quality may not be accepted if the supplier is not Sumever.
c. For service products without Sumever’s quality inspection, disputes may not be accepted.

7. Unacceptable Disputes

Sumever will not accept unreasonable disputes, including but not limited to:
a. The buyer does not like the product.
b. The product description is deemed “not real” by the buyer.
c. Products have an unusual smell.
d. The buyer ordered the wrong item or SKU.
e. The shipping address was provided incorrectly.
f. Product differences were agreed upon in advance.
g. Tracking information was deleted by logistics providers or local post offices.
h. Packages returned, discarded, or detained due to the consignee’s failure to comply with customs clearance requirements in certain countries.

Sumever strives to provide the best service possible. If you have any questions or need assistance, please feel free to contact us at support@sumeverlimited.com.