< Back to Help Center

Product Not Functioning

Notice:

  • dropshippingXL customer services no longer handles “Product Not Functioning” for United States orders placed since 12-01-2023 (mm-dd-yyyy).
  • If the product is not functioning, the customer is requested to present a video clearly showing the malfunction. This will help our Quality Assurance team to identify recurring issues and improve our products.
  • All vidaXL products have a warranty period of 2 years after delivery.
  • For AU orders placed from 10-20-2024 (mm-dd-yyyy), the cooling-off period will be changed from 30 days to 14 days.

Europe & Japan & Canada

Within 30 days after delivery Within 6 months after delivery Within 2 years after delivery
  • Part replacement
  • Partial refund
  • Full refund
  • Full replacement

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement or full refund.
  • Full replacement for the product
  • Part replacement
  • Partial refund

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement.
  • Part replacement
  • Partial refund

Note: Part replacement can only be offered when the product is shipped in multiple boxes for Japan

USA

Note: This only applies to the United States orders placed before 12-01-2023 (mm-dd-yyyy).

Within 30 days after delivery Within 2 years after delivery
  • Part replacement
  • Partial refund
  • Full refund
  • Full replacement
  • Part replacement
  • Partial refund

Note for not functioning products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement or full refund.

Australia

Note: This only applies to the AU orders placed before 10-20-2024 (mm-dd-yyyy).

Within 30 days after delivery Within 2 years after delivery
  • Part replacement
  • Partial refund
  • Full refund
  • Full replacement
  • Part replacement
  • Partial refund

Note: This only applies to the AU orders placed from 10-20-2024 (mm-dd-yyyy).

Within 14 days after delivery Within 2 years after delivery
  • Part replacement
  • Partial refund
  • Full refund
  • Full replacement
  • Part replacement
  • Partial refund

Note for not functioning products

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement or full refund.

Iceland

Within 14 days after delivery within 6 months after delivery within 2 years+2 weeks
  • Part replacement
  • Partial refund
  • Full refund
  • Full replacement

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement or full refund.
  • Part replacement
  • Partial refund
  • Full replacement

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement.
  • Part replacement
  • Partial refund

Portugal & Spain

Note: This only applies to orders placed since 01-01-2022

Within 30 days after delivery within 6 months after delivery within 3 years after delivery
  • Part replacement
  • Partial refund
  • Full refund
  • Full replacement

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement or full refund.
  • Part replacement
  • Partial refund
  • Full replacement

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement.
  • Part replacement
  • Partial refund

United Arab Emirates

Within 14 days after delivery within 6 months after delivery within 2 years after delivery
  • Part replacement
  • Partial refund
  • Full refund
  • Full replacement

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement or full refund.
  • Part replacement
  • Partial refund
  • Full replacement

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement.
  • Part replacement
  • Partial refund

Hungary

Returns within 30 days Returns within 6 months Returns within 1 years in the case of a sale price reaching HUF 10,000 but not exceeding HUF 100,000 Returns within 2 years in the case of a sale price exceeding HUF 100,000 but not exceeding HUF 250,000 Returns within 3 years in the case of a sale price exceeding HUF 250,000
Full refund
Full replacement 		Full replacement Returns no longer accepted Returns no longer accepted Returns no longer accepted

Step 1

Request a video of the non-functioning product from your end customer.

Step 2

Check the available solutions in the tables above. If your end customer can fix the item, then issuing a part replacement or partial refund is advised.

Step 3

Send your request to dropshippingXL customer services including:

  • Order number
  • SKUs and quantity
  • Video of the non-functioning product
  • Expected solution: part replacement/ partial refund/ full refund/ full replacement

dropshippingXL customer services will check the video and confirm if the expected solution is acceptable or not.

Step 4

Partial Replacement:

  • dropshippingXL customer services will provide the list of parts for the non-functioning product.
  • Provide your end customer with the part list and ask them to identify the part SKU and quantity needed.
  • Provide part code and quantity needed to dropshippingXL customer services. We will create the replacement order which will be shipped directly to your end customer.

Partial Refund:

  • dropshippingXL customer services will inform you of the refund amount.
  • Inform your end customer of the amount that will be refunded to them
  • dropshippingXL customer services will process the refund request which will be credited to your Wallet. You can process the refund to your end customer based on your selling price.

Full Replacement or Refund:

  • dropshippingXL customer services will give you return instructions to pass onto the end customer.
  • dropshippingXL customer services will wait until the return tracking number is active before creating a replacement order OR refund. If no return is needed, the replacement order or refund will be processed immediately.