Atileta Marketplace after-sales policy
This document is the official after-sales policy of Atileta, applicable to all orders fulfilled through Atileta Dropshipping. Please read the following terms carefully before initiating any after-sales requests. All after-sales requests must be submitted through the Atileta platform.
General after-sales terms
Except for specific interpretations noted below, Atileta accepts merchants’ refund, reshipment, or return requests under any of the following circumstances:
1. Order delay
Orders without valid tracking information, or orders that remain in transit or pending more than 60 days after being shipped from the supplier’s warehouse, may qualify for after-sales requests. Exceptions and variations apply to specific countries and shipping methods:
a. For orders shipped to the United States, the order is considered valid within 45 days from the date the product leaves the supplier’s warehouse.
b. For orders shipped to Brazil, the order is considered valid within 110 days from the shipment date.
c. In the following circumstances, Atileta will not accept or process any after-sales request:
The package is held at a local post office due to incomplete address, unclaimed parcel, or invalid phone number. In such cases, the customer is advised to contact the post office directly and collect the parcel.
In some countries, due to local customs, phone number rules, or religious practices, packages may be delivered to self-pickup lockers. Customers should collect the parcel proactively from the designated pickup point.
In some cases, logistics tracking may show the package as delivered while the customer reports non-receipt. Atileta will assist in verifying the situation with the supplier’s logistics provider, but the investigation may take 1–2 months and a positive outcome cannot be guaranteed.
2. Customer did not receive the package
If the customer’s order tracking shows delivered, Atileta reserves the right to decline refund or reshipment requests under such circumstances.
a. If the customer provides an official “undelivered” certificate issued by the local post office (with stamp) or if the carrier confirms a lost package, Atileta will coordinate with the carrier to pursue a refund or reshipment. (Success is not guaranteed.)
b. Refund or reshipment will not be accepted if the tracking record shows one of the following alerts:
Incorrect or incomplete address.
Invalid tracking number.
Insufficient recipient information.
Package refused by recipient.
Package not collected in time.
No safe delivery point.
Customs clearance failed.
Other similar reasons.
Important explanations:
a. Local couriers may attempt delivery several times. If the customer fails to collect the parcel during the delivery window, it may be returned to the local post office and held for 3–7 days. The customer must collect it within that period. If the parcel is returned to the sender and gets lost or damaged during the return transit, Atileta is not liable.
b. For undelivered or destroyed packages, if the merchant does not take timely action (e.g., fails to provide reshipment details or pay redelivery fees within the required time), Atileta will not issue a refund or reshipment.
3. Product damage
If the customer receives a severely damaged product, Atileta will offer either a refund or replacement reshipment. For minor damage (e.g., loose threads, slight wrinkles, small scratches), Atileta may offer refund or replacement as appropriate.
Additional definitions:
For fragile products, refund is strongly recommended. If the item is damaged and the customer requests reshipment, Atileta will provide only one reshipment opportunity. Any further damage is not eligible for refund or reshipment.
For damaged outer packaging boxes caused by international transit, Atileta does not provide any refund or after-sales service.
For regular electronic products, customers must request after-sales support within 30 days after delivery.
4. Wrong or missing products
Atileta’s partner suppliers perform strict quality checks before shipment. For incorrect or missing products, Atileta will handle the issue as follows:
For incorrect products, Atileta may offer refund or reshipment.
For incorrect color or size that does not affect product functionality, Atileta will offer refund or reshipment if you provide a customer complaint screenshot (including customer name, message content, and date).
For missing components that do not affect product functionality, Atileta will issue a refund or resend the missing part. If missing components affect the product’s function, Atileta will resend a complete replacement.
For accessories, Atileta will resend the missing or incorrect accessory.
5. Order cancellation
If the order has not yet been processed by the supplier’s warehouse, Atileta will issue a refund.
Additional important explanations
1. After-sales request period
If the order status is Closed, Atileta cannot process any after-sales request. According to supplier cooperation agreements, after-sales requests must be submitted within 7 days after delivery. After 7 days, the after-sales request entry will be closed. For some electronic products, the request window may be extended to 30 days after delivery if the product is damaged. Final confirmation is subject to Atileta’s after-sales support team.
2. Force majeure
Atileta shall not be held liable for any product damage or shipping delay caused by force majeure events, including but not limited to: pandemics, international conflicts, strikes, wars, earthquakes, floods, viruses, storms, snow, or customs inspections.
3. Returns
Due to the high cost and long transit time of returning products to supplier warehouses (which may take several months), and the high likelihood of damage or loss during transport, returns are not recommended unless strictly necessary. If a return is required, the customer must send the product back within 30 days of receipt.
Non-eligible after-sales cases
Atileta does not accept after-sales requests under the following circumstances:
The buyer dislikes the product due to personal preference.
The product description differs from the buyer’s subjective expectation.
The product has an odor.
The buyer ordered the wrong product or SKU.
The buyer provided an incorrect shipping address.
Product differences were confirmed and agreed upon prior to purchase.
The tracking information was deleted by the logistics company or local post office.
The recipient failed to complete customs clearance procedures according to the destination country’s regulations, causing the package to be returned, discarded, or held.
