< Back to Help Center

Wrong Product Received

NOTICE:

  • For country US:
    • Orders placed between Dec 1, 2023, and Feb 19, 2025: “Wrong Product Received” request Not accepted.
    • Orders placed from Feb 20, 2025: “Wrong Product Received” request only possible for dropshippers with Full Aftersales Service. See new policy here.

Step 1

Request clear pictures of the packaging and product (including the SKU number) from your end customer.

Step 2

Ask if they expect a refund or a replacement. A refund is only possible within 14 days after delivery. Exception: A refund is only possible within 30 days after delivery for CH, JP and CA.

Step 3

Contact dropshippingXL customer services with the return request. Please include:

  • Order number
  • SKU and product quantity
  • Pictures of the item received (including packaging with SKU)
  • Return address
  • Expected solution (refund or replacement)

Step 4

dropshippingXL customer services will provide you with the return instructions once confirmed.

Step 5

dropshippingXL customer services will confirm once the replacement/refund has been processed.