Refund policy

Return & Refund Policy

NanJing Silkroad is fully geared towards ensuring ample customer satisfaction. If, for any reason, you are not completely pleased with your purchase, we have an effective return and refund policy in place. This article will shed light on our comprehensive return and refund policy, what our valued customers can expect, and some crucial policy specifics.

NanJing Silkroad Return Policy - Returning Your Unsatisfactory Purchase

The underlying question may be - "What makes me eligible for a return?" To be eligible for a return, your item should be in the original packaging and saleable condition. This also necessitates having the receipt or proof of purchase. However, it is essential to notify us within 30 days of order receipt.
Nevertheless, for any returns outside of a material defect or an error on NanJing Silkroad's part, customers will be responsible for the freight expenses. These freight charges are non-refundable.

Return Charges - Who Bears The Cost?

With NanJing Silkroad, rest assured that your interests are protected. We will cover your return shipping fees if:

  • Your item has a defect in its materials or workmanship.
  • There are mishaps, such as damage during transit.
  • You receive the wrong product, or it gets lost in transit.
    However, customers need to bear the return shipping fees for subjective reasons, like no longer needing the item or not liking it post receipt. This also applies if the customer provides incorrect information leading to misplaced orders.

NanJing Silkroad Refund Policy - Getting Your Money Back

"What's the process if I'm eligible for a refund?" Once we receive your return parcel, we get down to action right away. If the product is in its original packaging and saleable condition, we initiate a refund promptly. It usually takes 3 business days to examine the returns and another 2-5 business days to process your refund.
Refunds are directly issued back to your bank for payments made with credit or debit cards. However, the actual posting time may vary according to your bank's policy. Please note, for product damages such as scratches, dirt or peel-off paint, we will charge a certain amount as compensation and will keep you notified via email.

Chargebacks Policy

In the event of a chargeback request filed by the customer, the customer must return the product in its original packaging before the claim can be processed. Suppose the item is not returned, or is returned in an unsellable condition. In that case, NanJing Silkroad reserves the right to dispute the chargeback and provide evidence—including delivery records, communication logs, and usage indications—to the payment provider. Customers who file a chargeback without first contacting NanJing Silkroad support may experience delays in resolution. Repeated improper chargeback behavior may result in account restrictions.

Damaged or Missing Shipment

We thoroughly inspect our products before shipping. But do remember to check your product on delivery thoroughly. For any noticed damage or to report missing items during inspection, immediately contact our customer service department within seven days post receipt. Reach out to the NanJing Silkroad team on the Contact Us page within seven days if you notice something missing.

Defective or Errors in Merchandise

In the unfortunate event of receiving a defective item or an incorrect order, please contact us immediately for us to evaluate and rectify the issue.

Disclaimer

NanJing Silkroad reserves the right to deny returns for third-party items or if your return request falls post 30 days from receipt. When in doubt, or for any related questions, please get in touch with us at NJsilkroad@outlook.com.

Return Address: 1150 S Etiwanda Ave, Ontario, CA 91761, USA