Return and Refund Policy

Effective Date: April 3, 2026

This Return & Refund Policy (the “Policy”) applies exclusively to purchases made through Desheng Mobiles’ WooCommerce-powered independent online store (the “Store”). It outlines the terms, conditions, and procedures for returning products, requesting refunds, and resolving post-purchase issues, in line with WooCommerce’s platform functionality, industry best practices, and applicable consumer protection laws across Europe, the Americas, Southeast Asia, and other regions we serve. By placing an order through the Store, you agree to comply with the terms of this Policy, which supplements our Terms & Conditions and Privacy Policy.

1. Eligibility for Returns & Refunds

To qualify for a return and/or refund, products must meet the following criteria, consistent with WooCommerce’s return management standards:

  • Timeframe: EU Customers: 14-day cooling-off period from the date of delivery (as required by EU consumer law), during which you may return products for any reason, even if unused. This period is calculated from the day you receive the product.
  • California (USA) Customers: 30-day return period from the date of delivery, in compliance with California consumer protection regulations.
  • Southeast Asia & Other Regions: 7-14 day return period (varies by local law), or 7 days from the date you discover a defect in the product.
  • Product Condition: Unused, unopened, and in their original packaging, with all accessories (e.g., chargers, manuals, cables, tags) intact and undamaged.
  • Products must not show any signs of wear, tear, or misuse. Minor cosmetic blemishes from shipping are excluded, provided the product itself is functional.
  • Defective products (e.g., manufacturing errors, non-functional components) are eligible for return even if opened, provided you can provide proof of the defect (photos/videos).
  • Excluded Products: The following products are non-returnable and non-refundable, unless defective: Customized or personalized products (e.g., engraved devices, custom-configured IoT terminals).
  • Accessories that have been opened or used (e.g., earbuds, screen protectors, cases).
  • Products damaged due to accidental drop, misuse, unauthorized repair, or non-compliance with product instructions.
  • Digital products or software licenses (if applicable).

2. WooCommerce-Specific Return Process

We use WooCommerce’s built-in return management functionality to streamline the return process, ensuring transparency and efficiency for both you and our team. Follow these steps to initiate a return:

  1.  
  2. Initiate Return Request: Log in to your account on the Store (WooCommerce account dashboard). Navigate to “My Orders” and select the order containing the product you wish to return. Click the “Request Return” button (enabled via WooCommerce’s return plugin) and fill out the return form, including: Product name, model, and quantity to return; Reason for return (e.g., “change of mind,” “defective product,” “incorrect item received”); Upload photos/videos (if returning a defective product or damaged item). Alternatively, you may contact our support team at support@desheng-mobile.com with your order number and return details, and we will assist you in submitting the request through WooCommerce’s system.
  3. Return Authorization (RA) Approval: Our team will review your return request within 1-2 business days (consistent with WooCommerce’s return processing guidelines). If approved, you will receive a Return Authorization (RA) number via email (sent automatically through WooCommerce’s notification system) and detailed return shipping instructions, including our return address. If denied, we will notify you via email with the reason for denial (e.g., ineligible product, expired return timeframe).
  4. Package & Ship the Return: Package the product securely in its original packaging (or equivalent protective packaging) and include the RA number on the outside of the package (required for tracking and processing). Choose a shipping carrier of your choice (we recommend using a trackable service to ensure delivery). You are responsible for paying return shipping costs, unless the return is due to a defective product, incorrect item, or shipping damage (see Section 3 for details). Once shipped, log in to your WooCommerce account and update the return request with the tracking number (this helps us monitor the return and speed up processing).
  5. Return Inspection: We will receive and inspect the returned product within 3-5 business days of delivery to our warehouse. Our team will verify the product’s condition, check for compliance with return eligibility criteria, and update the return status in your WooCommerce account (e.g., “Inspected,” “Approved for Refund,” “Rejected”). If the product is not eligible for return (e.g., damaged, used, missing accessories), we will notify you and may ship the product back to you at your expense.

3. Shipping Costs for Returns

  • Customer-Paid Shipping: For returns initiated due to change of mind, incorrect order (caused by your error), or other non-defective reasons, you are responsible for all return shipping costs. We do not reimburse these costs unless required by local law.
  • Desheng-Paid Shipping: We will cover return shipping costs if: The product is defective, damaged, or non-functional (proven with photo/video evidence); We shipped the incorrect product (e.g., wrong model, wrong quantity) or the product was damaged during shipping (you must notify us within 48 hours of delivery and provide photo evidence); In such cases, we will provide a pre-paid shipping label via email (through WooCommerce’s return plugin) for you to use, or reimburse you for reasonable shipping costs (provide a copy of the shipping receipt).

4. Refund Processing (WooCommerce-Integrated)

Refunds are processed exclusively through WooCommerce’s payment gateway integrations, ensuring security and alignment with your original payment method. Here’s what to expect:

  • Refund Eligibility Confirmation: Once your returned product is inspected and approved, we will initiate the refund through WooCommerce’s system within 1-2 business days.
  • Refund Method: Refunds will be issued to the original payment method used for the purchase (e.g., credit/debit card, PayPal, wire transfer). We do not offer cash refunds or store credit unless requested by you or required by local law.
  • Refund Timelines: Credit/debit card: 5-10 business days (varies by card issuer); PayPal: 2-3 business days; Wire transfer: 3-7 business days. You will receive a refund confirmation email (sent via WooCommerce’s notification system) once the refund is processed. You can also track the refund status in your WooCommerce account under “My Orders.”
  • Refund Amount: Full refund: Issued for eligible returns (unused, undamaged products within the return timeframe, defective products, or incorrect items); Partial refund: May be issued if the product is returned with missing accessories, minor damage, or signs of limited use (we will notify you of the partial amount before processing); Shipping costs: Original shipping costs are non-refundable unless the return is due to our error (e.g., incorrect product, defective item).
  • Refund Amount:

Full refund: Issued for eligible returns (unused, undamaged products within the return timeframe, defective products, or incorrect items).

Partial refund: May be issued if the product is returned with missing accessories, minor damage, or signs of limited use (we will notify you of the partial amount before processing).

Shipping costs: Original shipping costs are non-refundable unless the return is due to our error (e.g., incorrect product, defective item).

5. WooCommerce Inventory & Order Updates

When a return is approved and processed, we will update our WooCommerce inventory automatically (via WooCommerce’s inventory management feature) to reflect the returned product(s) as in-stock (if eligible for resale). Additionally, your order status in your WooCommerce account will be updated to “Refunded” or “Partially Refunded” to keep you informed throughout the process.

6. Exchanges

If you wish to exchange a product (e.g., for a different model, color, or quantity), follow the return process outlined in Section 2 and select “Exchange” as the reason for return. Once your return is approved and inspected, we will process the exchange by shipping the new product to you. If the new product has a different price, you will be charged the difference (via WooCommerce’s payment gateway) or issued a partial refund for any overpayment.

7. Dispute Resolution for Returns & Refunds

If you disagree with our decision regarding a return or refund (e.g., denied return, partial refund), please contact our support team at support@desheng-mobile.com with your order number, RA number, and details of the dispute. We will review your case within 3 business days and provide a resolution. If we cannot reach an amicable resolution, you may pursue your rights under applicable local consumer law (e.g., filing a complaint with your local data protection or consumer protection authority).

8. Policy Updates

We may update this Policy periodically to reflect changes in WooCommerce’s functionality, return management tools, or applicable laws. Significant changes will be posted on the Store’s homepage (via WooCommerce’s policy notification feature) with at least 30 days’ prior notice. Your continued use of the Store after the effective date of changes constitutes acceptance of the updated Policy.

9. Contact Information

For questions, assistance with return requests, or disputes related to returns and refunds, contact our WooCommerce Store Support Team: