We have a 7 day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. And provide us the Package Opening Video, Photos.
To start a return, you can contact us at support@excellent-store.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Please review the following policies carefully.
Excellent Store offers a quicker dispute solution and will appreciate it a lot if you provide :
- Should provide open box videos of the damaged item to prove damage.
- 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.).
- The products need to be returned to Excellent Store if our Dispute Team asks for a return in disputes.
Except for the important interpretation, Excellent Store 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 Excellent Store warehouse. Following countries and shipping methods may be different :
- For orders shipped to the USA, it will be counted 45 days after orders departed from Excellent Store.
- For Brazil, it is after 110 days counting from the date that order departed from Excellent Store due to the strict customs clearance at Brazil.
- For some special shipping methods, Excellent Store cannot deal with your disputes. (See the following important interpretation)
Notes :
Sometimes, the order had arrived at the nearest post office of 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, Excellent Store 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.
Excellent Store will not deal with the refund or resend if the tracking information shows the order is delivered.
- If the Buyer do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
- Tracking information alert. The tracking information shows Alert, the reasons are listed as below :
Incorrect/insufficient address, No such number, Unknown recipient, Refused, Do not pick up in time, No safe delivery location, Uncleared customs, Others.
Notes :
- 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, if clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Excellent Store takes no responsibility if products have been lost.
- If the logistics company provides return service to Excellent Store will put the products in private inventory and will not refund until when we receive the returned items.
- Excellent Store cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
3. Products Damaged.
Excellent Store offers a full refund or a replacement if packages arrived are badly damaged.
Excellent Store offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes :
- For fragile products, a refund is highly recommended.
- For damaged packing boxes, Excellent Store cannot offer any refunds or other after-sale services due to the long-distant international delivery.
- For service products, Excellent Store refunds you the cost of the product which is the price in our website.
4. Incorrect or Missing Products.
Excellent Store has a strict quality control process before products are dispatched. Excellent Store will deal with incorrect or missing products as follows :
- aFor incorrect products, Excellent Store offers a full refund or replacement.
- For products with wrong color, size which doesn’t affect product function, etc., Excellent Store offers a refund or resend if you provide a screenshot of your clients’ complaint including name, content and date.
- For parts missing which doesn’t affect product function, Excellent Store may refund partially or resend the missing part; for parts missing which affect product function, Excellent Store will resend the product only.
- For accessories, Excellent Store will resend the accessories.
Notes :
For size problem, Excellent Store 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, Excellent Store offers a full refund before products are processed by warehouses.
After payment, preorder inventory orders cannot be canceled as it is special products and only available for you.