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Damaged product

NOTICE:

  • Part replacement is not available for countries Canada, Japan and United Arab Emirates.
  • For country US:
    • Orders placed between Dec 1, 2023, and Feb 19, 2025: “Damaged Product” request Not accepted.
    • Orders placed from Feb 20, 2025: “Damaged Product” request only possible for dropshippers with Full Aftersales Service. See new policy here.
  • If a product arrives damaged, the customer is requested to present photos that show the damage. These images will help our Quality Assurance team to identify recurring issues and improve our products. All vidaXL products have a warranty period of 2 years after delivery.
  • dropshippingXL released the new cooling-off period policy. Details see section Cooling-off Period

Europe

Only applicable for orders placed before 01-01-2025 (mm-dd-yyyy).

Within 30 days after delivery Within 6 months after delivery Within 2 years after delivery
  • Part replacement
  • Partial refund
  • Full refund
  • Full replacement

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement or full refund.
  • Full replacement for the product
  • Part replacement
  • Partial refund

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement.
  • Part replacement
  • Partial refund

Only applicable for orders placed since 01-01-2025 (mm-dd-yyyy).

Within 14 days after delivery Within 6 months after delivery Within 2 years after delivery
  • Part replacement
  • Partial refund
  • Full refund
  • Full replacement

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement or full refund.
  • Full replacement for the product
  • Part replacement
  • Partial refund

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement.
  • Part replacement
  • Partial refund

Japan & Canada

Within 30 days after delivery Within 6 months after delivery Within 2 years after delivery
  • Partial refund
  • Full refund
  • Full replacement
  • Full replacement for the product
  • Partial refund

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement.
  • Partial refund

USA

NOTE: This only applies to the United States orders placed before Dec 1, 2023, and from Feb 20, 2025 for the dropshippers with Full Aftersales Service.

Within 30 days after delivery Within 2 years after delivery
  • Part replacement
  • Partial refund
  • Full refund
  • Full replacement
  • Part replacement
  • Partial refund

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement or full refund.

Australia

Note: This only applies to the AU orders placed before 10-20-2024 (mm-dd-yyyy).

Within 30 days after delivery Within 2 years after delivery
  • Part replacement
  • Partial refund
  • Full refund
  • Full replacement
  • Part replacement
  • Partial refund

Note: This only applies to the AU orders placed from 10-20-2024 (mm-dd-yyyy).

Within 14 days after delivery Within 2 years after delivery
  • Part replacement
  • Partial refund
  • Full refund
  • Full replacement
  • Part replacement
  • Partial refund

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement or full refund.

Portugal & Spain

Note: This only applies to orders placed between 01-01-2022 (mm-dd-yyyy) and 01-01-2025 (mm-dd-yyyy).

Only applicable for orders placed since 01-01-2025 (mm-dd-yyyy).

Within 14 days after delivery within 6 months after delivery within 3 years after delivery
  • Part replacement
  • Partial refund
  • Full refund
  • Full replacement

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement or full refund.
  • Part replacement
  • Partial refund
  • Full replacement

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement.
  • Part replacement
  • Partial refund

United Arab Emirates

Within 14 days after delivery within 6 months after delivery within 2 years after delivery
  • Partial refund
  • Full refund
  • Full replacement
  • Partial refund
  • Full replacement

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement.
  • Partial refund

Hungary

Only applicable for orders placed before 01-01-2025 (mm-dd-yyyy).

Returns within 14 days Returns within 6 months Returns within 1 years in the case of a sale price reaching HUF 10,000 but not exceeding HUF 100,000 Returns within 2 years in the case of a sale price exceeding HUF 100,000 but not exceeding HUF 250,000 Returns within 3 years in the case of a sale price exceeding HUF 250,000
Full refund
Full replacement 		Full replacement Returns no longer accepted Returns no longer accepted Returns no longer accepted

Damage

  • Damaged during transit
    • This occurs after the parcel has left vidaXL’s warehouse and before reaching the customer’s doorstep.
  • Factory damage
    • The item contains undesired features which can be traced back to the factory or area where the item was manufactured.
  • Weather conditions
    • The product is damaged due to weather conditions. In this instance, dropshippingXL will not be held responsible for products damaged due to weather conditions.
  • Customer handling
    • The product is damaged due to the way it is assembled or used by the customer. In this instance, dropshippingXL will not be held responsible for products damaged due to customer handling.
  • Special case

Step 1

Request images of the damaged product from your end customer.

Step 2

Check the available solutions in the table above. Please note that for light damage, a part replacement or partial refund is advisable.

Step 3

Send your request to dropshippingXL customer services including:

  • Order number
  • SKUs and quantity
  • A clear image or video of the damaged product
  • Expected solution: part replacement/ partial refund/ full refund/ full replacement

dropshippingXL customer services will check the video and confirm if the expected solution is acceptable or not

Step 4

Partial replacement

  • dropshippingXL customer services will provide the list of parts for the damaged product
  • Give your end customer the part list and ask them to identify the part SKU code and quantity needed
  • Provide the requested part SKU code and quantity to dropshippingXL customer services. We will create the replacement order which will be shipped directly to your end customer

Partial refund

  • dropshippingXL customer services will inform you of the amount that will be refunded. Please pass this information on to your end customer
  • dropshippingXL customer services will process the refund request which will be credited to your Wallet. You can process the refund to your end customer based on your selling price.

Full replacement or refund

  • dropshippingXL customer services will give you return instructions to pass on to the end customer.
  • dropshippingXL customer services will wait until the return tracking number is active before creating a replacement order OR refund. If no return is needed, the replacement order or refund will be processed immediately.