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Refund and Returns Policy

Dispute and Refund Policy

At Caswell Mall, we are committed to ensuring your satisfaction with every purchase. If something doesn’t go as planned, we’re here to help resolve the issue promptly. Please note that all disputes must be opened directly with us via email info@caswellmall.co.za. Failing to do so may result in the permanent suspension of your account.

For faster resolution, kindly provide the following:

  • Photos/Videos of the Damaged Item: If a photo alone can’t demonstrate the damage, please include a video.
  • Proof of Dispute: A screenshot of any complaint (email, PayPal dispute, etc.) showing your name, date, and content of the message.
  • Returns: If requested, items must be returned to our CJ Dispute Team.

We offer refunds, replacements, or returns under the following circumstances:

1. Delayed Orders

If your order has been in transit, lacking tracking, pending, or expired for the following durations after it left the CJ warehouse, you can open a dispute:

  • USA: 45 days
  • Brazil: 110 days (due to customs delays)
  • Other Countries (CJPacket Liquid Line): 100 days
  • Other: Please note that some shipping methods may not be covered.

In some cases, packages may arrive at your local post office and require pickup due to insufficient address or unclaimed status. It is highly recommended to contact your local post office or visit them for delivery. In countries like Israel, packages are often sent to self-pickup locations due to local practices.

Note: If the local tracking number indicates delivery, but the package is not received, we will investigate thoroughly. However, this process can take 1-2 months and may not always result in a positive outcome.

2. Non-Received Orders

If tracking information shows your order has been delivered, we cannot process a refund or resend. However, if your order wasn’t received, a non-delivery certification from the local post office with an official seal is required.

If tracking information shows an Alert due to the following reasons, a dispute may be raised:

  • Incorrect or insufficient address
  • Unknown recipient
  • Refusal to accept the package
  • Package unclaimed
  • Customs issues, etc.

Note: If a package is unclaimed during delivery attempts, it may be returned to the sender. We are not responsible for any losses during this return. If return service to China is available, the product will be added to your private inventory.

3. Damaged Products

  • If your product arrives severely damaged, we will offer a full refund or replacement.
  • For partial damages, we will provide a partial refund or replacement (excluding minor issues like threads, small scratches, etc.).

For fragile products, a full refund is recommended. Please note that we cannot offer refunds for damaged packing boxes due to long-distance international shipping.

For electronic products, you must file a complaint or dispute within 30 days of delivery.

Service Products: If you purchased CJ’s quality inspection service, we will refund the China market price if the product is damaged.

4. Incorrect or Missing Products

  • Incorrect Products: Full refund or replacement.
  • Wrong Color or Size: If the wrong color or size does not affect the product’s function, you may receive a refund or replacement upon providing a screenshot of the complaint with your name and date.
  • Missing Parts: For missing parts that do not affect the product’s function, we will refund partially or resend the missing part. For missing parts affecting functionality, the full product will be resent.
  • Accessories: Missing accessories will be resent.

Note: For size-related issues, we kindly request that you measure the product using the correct method and send us the photo for a quick resolution

5. Returns

We currently accept returns only to China warehouses. However, we highly discourage returns to our warehouses due to high international shipping costs and lengthy delivery times (up to 3 months). Unfortunately, many returns are lost or damaged during transit.

If you still wish to return a product, please follow these guidelines:

  • Return Procedure: Follow the steps outlined in our guide on how to return products to CJ’s warehouse.
  • Return Window: Products must be returned within 30 days of receipt.

6. Service Products

Service products follow special rules. Please note:

  • Damaged Products or Delayed Shipping: For any disputes related to damage or shipping delays, we may not be able to offer refunds.
  • Quality Issues: In the case of poor product quality, we may not accept disputes if CJ was not the supplier.
  • Quality Checks: If you purchased a service product without CJ’s quality inspection service, we may not accept disputes regarding the product’s condition.

7. Unacceptable Disputes

We cannot accept disputes under the following circumstances:

  • The buyer changes their mind or dislikes the product.
  • Claims that the product description was inaccurate.
  • Complaints about unusual smells.
  • The buyer ordered the wrong item or SKU.
  • Incorrect shipping address provided by the buyer.
  • The product’s differences were agreed upon in advance.
  • The tracking information was deleted by logistics companies or local post offices.
  • Packages are returned, discarded, or detained due to the buyer’s failure to comply with customs clearance processes in line with the trade policies of certain countries.
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