General Terms
Accessorella reserves the right to update these rules at any time. The updated version will take effect immediately upon publication on our website. By continuing to use our services, you are deemed to have accepted the updated policy. If you do not accept the policy, you must cease using our services immediately.
Each supplier may publish their own return & refund policy on the product detail page. In case of conflict, Accessorella’s general policy will take precedence.
Return & Refund Policy
⏱️ Time Frame
Customers must submit a return or refund request within 30 days of the delivery date (unless otherwise specified by the supplier). After this period, suppliers may decline after-sales service.
? Order Cancellation (Before Shipping)
Buyers can request to cancel an order before it is shipped by submitting a request in their account dashboard or by contacting customer service.
Note: Some suppliers may not allow cancellation before shipment.
Suppliers must respond to cancellation requests within 3 business days.
? Unable to Fulfill Orders
If an order cannot be fulfilled (due to out-of-stock or other reasons), the supplier has the right to cancel and refund the order.
?️ Damaged or Incorrect Items
If the customer receives damaged, defective, or incorrect items, they must submit a return or refund request with valid photo/video evidence.
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If a return is needed, the supplier must provide a prepaid return label within 3 business days of proof approval.
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A refund will be issued once tracking shows the item is in transit.
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If a return is not needed, a refund will be issued within 3 business days of request approval.
❌ "Change of Mind" Returns (Non-Defective)
Suppliers may accept or reject return requests for non-defective items at their discretion. If accepted, a restocking/repacking fee may be deducted—not to exceed 35% of the order total.
⏲️ Refund & Redelivery Timeframes
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Refunds must be issued within 3 business days once approved.
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Replacements must be shipped out within 5 business days of agreement.
? Evidence Requirements
Customers must provide clear, valid evidence for any refund or return claims. If the submitted proof is unclear or insufficient, the request may be denied. Final determination of whether the evidence is valid will be made by our support team.
Return & Refund Conditions
1. ? Orders Not Shipped on Time
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If an order is not shipped within the stated processing time, the buyer is entitled to a full refund.
2. ? Returned During Transit
If the package is returned during shipping (e.g., due to incorrect address or carrier issues), the supplier must:
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Refund within 3 business days of the refund request, or
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Reship within 5 business days, if the buyer prefers redelivery.
3. ? Damaged or Lost in Transit
If the order is destroyed or lost during shipping and this can be verified by tracking info or carrier confirmation, the supplier must:
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Refund within 3 business days, or
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Redeliver within 5 business days, if requested.
4. ❗ Wrong Shipping Address
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If the buyer enters incorrect shipping information, they should promptly contact customer service.
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If the item is delivered to the wrong address, the buyer can attempt to return the item at their own expense.
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If returned in good condition, a refund or reshipment will be processed. The buyer is responsible for redelivery fees.
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If the item cannot be returned or corrected, the buyer will bear the loss.
5. ⚠️ Defective Products or Quality Issues
If the item received is broken, missing parts, incorrect, or not as described:
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The buyer must submit a claim with clear visual evidence.
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If evidence is valid:
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A prepaid return label (if return is needed) must be provided within 3 business days.
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Refunds must be issued once the return is in transit.
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If no return is needed, the refund must be issued within 3 business days.
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If the buyer requests a replacement, it must be shipped within 5 business days.
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If the product is out of stock, the supplier may refund instead of redelivering.
Shipping & Logistics Issues
6.1 ? Invalid Tracking Number
If the tracking number is incorrect and a valid one is not provided within 4 business days, a full refund will be issued.
6.2 ⏳ No Tracking Updates
If tracking shows no movement for 7+ business days after the label is created and the buyer requests a refund, the supplier must issue a refund within 3 business days.
Note: This does not apply during holidays, extreme weather, or emergency events.
6.3 ? Extended Shipping Delays
If shipping exceeds the estimated delivery time by 10 or more days and no updated tracking info is available, a refund will be issued within 3 business days upon request.
Exceptional Circumstances
In cases such as holidays, pandemics, severe weather, or other unforeseen events, customers should contact customer support to resolve logistics or delivery issues. We aim to respond to such situations within 14 calendar days of notification.
Dispute Resolution
If a customer is not satisfied with the resolution of a return or refund issue, they are encouraged to open a formal dispute with our support team to review the case further.