General Terms:
Routine Radiance reserves the right to update the rules when necessary, and the updated version will be published on www.routineradiance.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Routine Radiance immediately. All buyers or suppliers are deemed to accept the rules if they are using the services provided by Routine Radiance. The supplier would publish their own Return & Refund Policy on the product detail page. Routine Radiance's policy shall prevail in case of conflict with the supplier's policy.
For after-sales issues, buyers should file a return & refund request within 15 days of the delivery date (except several suppliers whose after-sales period was agreed by Routine Radiance). The period of Return & Refund request filed exceeds, the supplier reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by reaching us at routineradiance.com/contact-us. Please note some supplier policies do not accept order cancellations before the order is shipped out. The supplier should agree or reject the cancellation request within 6 business days.
If the supplier cannot fulfill the buyer's order within the order processing time indicated on Routine Radiance's product page, under the condition, but not limited to no stock or other conditions, the supplier has the right to cancel and refund the order.
If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, the supplier has the responsibility to offer the buyer a prepaid return label within 6 business days to return damaged/broken goods. The supplier should refund the buyer when the return shows as in transit on the logistics website with the supplier's provided prepaid return label.
Routine Radiance shall not require suppliers to accept after-sale requests for "non-defective remorse returns." The supplier has the right to accept or reject the request as their policy shows on the Routine Radiance product page. Routine Radiance will abide by the supplier's policy under this condition.
If the supplier accepts the after-sale request for the reason type of "non-defective remorse returns" and requires a "restocking & repacking fee," under Routine Radiance's policy restriction, the "restocking & repacking fee" in total deducted by the supplier shall not exceed 35% of the order total price.
Routine Radiance shall not require suppliers to provide a warranty or dictate the way of warranty handling.
Routine Radiance shall restrict refund time and redelivery time under specific conditions, including but not limited to refunds based on supplier policy or Routine Radiance policy, with agreements on refunds or redelivery between supplier and buyer or others. The supplier must refund no more than 6 business days, or redeliver no more than 8 business days, after approval.
Once the buyer submits the after-sales request, they need to provide evidence (as the clause states below) to the supplier or Routine Radiance. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, the supplier and/or Routine Radiance have the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Routine Radiance.
Under Various Circumstances:
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type | Routine Radiance Rules | |||
For Unshipped Orders | The Return & Refund request is made after the stated processing time. | Routine Radiance will refund the order. | ||
The Return & Refund request is made within the stated processing time. | The supplier has 6 business days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 6 business days, Routine Radiance will refund the order Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above. | |||
For Shipped Orders | The Return & Refund request is made after the order has shipped. | The supplier has 10 business days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 10 business days, Doba will refund the order. | ||
2. Goods Returned in Transit:
If the package is sent back to the supplier during transit for any reason, and the buyer applies for a refund, the supplier should refund within 6 business days of the refund request. In similar cases, if the buyer requests redelivery, the supplier should begin redelivery within 8 business days of the request date.
3. Goods Destroyed in Transit:
If the package/goods are destroyed in transit, and the buyer has proof from the logistics website, such as but not limited to a screenshot from the logistics website that the order was destroyed, the supplier should refund the order within 6 business days of the buyer's refund request or begin redelivery within 8 business days of the request.
4. Wrong Receipt Information:
If the buyer provides incorrect receipt information on an order, they should contact the supplier via "Contact Seller" or Routine Radiance customer service to request an update with the correct receipt information.
Please note that receipt information correction or order cancellation is not guaranteed.
If the order has already shipped, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods are delivered to the incorrect address, the buyer can attempt to send back the products at their own expense. If returned in good condition, the supplier shall refund within 6 business days of receiving the goods or begin redelivery within 8 business days. Note: the buyer will be responsible for the redelivery fee.
5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems):
If the buyer detects any problem upon receipt, they should file a refund or redelivery request with valid proof. After the buyer files a request on Routine Radiance, the supplier should check the proof and respond within 6 business days.
If the proof does not clearly show the problem, Routine Radiance or the supplier has the right to reject the refund request.
If the proof is valid, and the buyer requests a refund or redelivery, the supplier should fulfill it within 6 or 8 business days, respectively.
6. Logistics Issues
Invalid Tracking Information: If Routine Radiance verifies that the tracking number is incorrect and the supplier fails to provide the correct one within 7 business days, Routine Radiance will refund the order.
Untimely Tracking Updates: If no tracking update is available for more than 10 business days, the supplier must refund within 6 business days upon the buyer’s request.
Extended Shipping Periods: If the transit time exceeds the delivery time by 10+ days and the supplier fails to provide updates, Routine Radiance requires a refund within 6 business days upon the buyer’s request.
Note: Exceptions apply during holidays, pandemics, weather disruptions, etc.
Additional Circumstances During exceptional situations, buyers should contact Routine Radiance or the supplier to resolve issues.
Further Disputes If buyers are unsatisfied with the solution of the after-sale issues, they are responsible for opening a dispute with Routine Radiance.
