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PGS Tech Limited
Address
· 28/F, 168 Fuhua 3rd Road, Futian District, Shenzhen, China
· 2/F, 204-210 Texaco Road, Tsuen Wan, Hong Kong
Contact
Whatsapp : +852 62508059 Email : contact@graypoplar.com
© 2026 GRAY POPLAR. ALL RIGHT RESERVED.
© 2026 Gray Poplar. All right reserved.

Return Policy for Dropshipping Industry

Return Conditions

  • Wrong Items Shipped: If the goods received by the customer do not match the order, we will provide the customer with the option of a full refund or free replacement of the correct items. The customer needs to contact us as soon as possible after discovering the problem and provide clear photos of the goods and order information as evidence.
  • Shipping Damage: If the goods are damaged during transportation, the customer should take photos immediately upon receipt and record a video showing the damage, and then contact our customer service team. After verification, we will provide the customer with corresponding refund services or free replacement of new goods.
  • Other Situations: Except for the above cases of wrong items shipped and shipping damage, for return requests due to non - quality reasons, such as the customer changing their mind or choosing the wrong item, we generally do not handle them. However, for special cases, solutions can be jointly explored with the customer based on the actual situation and in the principle of friendly negotiation.

Return and Replacement Process

Return Process

  • Apply for Return: The customer needs to submit a return request through our online customer service platform, email, or designated return application channel within the specified return period. When applying, the customer needs to specify the reason for return (wrong item shipped or shipping damage) in detail, attach compliant photos and videos (if it is shipping damage), and provide the order number.
  • Review the Application: After receiving the return request, we will review it within 7 working days. If the application meets the return conditions, we will initiate the refund process; if not, we will communicate with the customer to explain the situation. For negotiation applications in special cases, we will provide a handling plan based on the actual situation after full communication with the customer.
  • Refund Processing: After the review is passed, we will complete the refund operation within 7 working days. The refund will be returned to the payment account used by the customer for payment. The refund time may vary depending on the processing procedures of the payment institution. If the customer used gift cards, coupons, etc. to pay part of the amount, the refund will be returned to the corresponding payment methods according to the original payment proportion.

Replacement Process

  • Apply for Replacement: When the customer chooses replacement, they need to clearly inform the customer service staff when initiating the return request. In the case of wrong items shipped, the customer needs to confirm the correct item information again; in the case of shipping damage, the customer does not need to provide the item information again, and we will make the replacement based on the original order information.
  • Arrange Replacement: After the review is passed, we will arrange to replace the goods within 7 working days after confirming the availability of inventory. The replacement goods will be shipped to the European or American customers by the same air transportation method as the original order.
  • Logistics Tracking: We will provide the customer with the logistics tracking number of the replacement goods. The customer can track the transportation status of the replacement goods in real - time through our official website or the query platform of the cooperative logistics provider.

Freight Charges

  • Wrong Items Shipped or Shipping Damage: All freight charges generated in such cases, including return freight (if the customer chooses to return) and replacement freight (if the customer chooses to replace), will be borne by us. The customer does not need to pay any additional freight charges related to return or replacement.
  • Other Situations: For other non - quality reasons and situations that do not meet the return conditions, if the customer arranges the return by themselves, they need to bear all the freight charges, and we will not provide a refund service. The freight charge bearing method after reaching an agreement in special cases will be clearly informed to the customer during the negotiation process.

Handling of Special Cases

For some special cases, such as the impact on the use of goods due to force majeure factors, we will jointly explore reasonable solutions with the customer based on the actual situation and in the principle of friendly negotiation, including but not limited to appropriate compensation, replacement of goods, etc. The specific handling method will be determined according to the specific details of each special case.

Notes

  • Please read this return policy carefully before returning or applying for replacement to ensure understanding of the relevant processes and conditions. If you have any questions, you can contact our customer service team at any time.
  • To ensure the smooth processing of return or replacement applications, please provide relevant information accurately when applying and ensure the clarity and integrity of photos and videos so that we can review them quickly.
  • We reserve the right to modify and adjust this return policy according to actual business conditions and market changes. In case of major policy changes, we will issue a notice in advance on the website or relevant platforms. Please pay attention.