Eastmachinery After-sale Service Pledge
Dispatch & Delivery
1 Shipping Options
The table below illustrates various shipping options estimated tracking and delivery times available for each country. Tracking information and delivery times may based on customs requirements, holiday delays, weather conditions, etc.
1.1 Time of Delivery
here are two key factors that will decide when you will receive your items.
Item Processing Time: The processing time is the time it takes for the seller to prepare the item(s) for shipment. There are different processing times for different items depending on product category and volume. Usually it is around 3 to 15 working days---specified by seller according to the item's stock status.
Shipping Method: Delivery time varies with shipping method. Time in transit varies depending on where you're located and where your package is coming from.
When you make an order you can also check the shipping time:
1.2 Changing shipping address
Shipping address for your order can only be changed prior to your seller shipping your package, please contact the seller to change your address. After your package has been shipped, the shipping address cannot be changed.
2 Tracking your items
Eastmachinery has updated its system for you to check your orders’ logistics information online. After the seller has dispatched your order and provided the tracking number, you can sign into your account to directly track the delivery details through the “Order Detail” page.
3 Customs & Import tax
3.1 If my parcel is seized by Customs what should i do?
If the items are detained by Customs after the shipment has left the seller’s country, the buyer is responsible for clearance of the detained items. It is the buyer's responsibility for any Customs duty fees that may be charged upon delivery. How the import duty will be charged depends on each country’s custom policies.
If your items can not be cleared at Customs, you need to provide Eastmachinery with the letter authorized by customs stating why they have been seized.
These refer to cases in which the packages are held in detention at your Customs. The dispatching party should be responsible for providing evidence to explain the detention.
Case 1: If the item is held in detention at the dispatching party’s Customs, Eastmachinery should make a full refund to the buyer.
Case 2: If Customs proves that the detention happens because the item is prohibited or a replica subject to a fine, Eastmachinery should make a full refund to the buyer.
Case 3: If no written certification is provided by Customs about the detention, the goods are deemed to be en route and Eastmachinery should handle the case based under the context that the shipping information is incomplete.
3.2 How to ask for an invoice?
Reminder: Eastmachinery is only a platform provided for buyers and sellers.
Therefore, when requesting for an invoice, buyers shall contact their sellers directly as they are the real providers.
If the item received is different from the product description, please request a Return & Refund as soon as possible. This way, Eastmachinery can hold your payment until you and the seller solve the problem. For more details to apply "Return & Refund", you can click here.
If you are satisfied with the merchandise, please visit "My Eastmachinery" and click the "Order Has Been Received" button so that we can release the payment to the seller. You are also expected to leave feedback for each order. Please note that you cannot request a Return & Refund after clicking “Order Has Been Received”.
Cancellation and Dispute
If you want to cancel an order you have paid before the seller ships it, you can Request a Refund immediately after payment is confirmed.
You can find orders that are awaiting shipment on your account page. Click “Request Refund” under Action on your order listing page the second day after payment is confirmed. Please note that you have only one chance to click “Request Refund”
After you submit your request, you’ll find your order has moved to dispute process listing under the “Refund & Dispute” page. You can check the refund details by clicking “View Refund” under Action. Once the seller clicks “I agree” in his account, system will refund you automatically.
If the seller disagrees, you will have to continue communicating with the seller.
In the case that the seller has agreed with the buyer to refund, but chooses to click “I don’t agree”, then buyer should choose to contact Eastmachinery Customer Service Center.
On the Refund page, you can cancel or modify your refund request by clicking “Cancel Request” or “Modify Request”
2 Return &Refund
2.1 Requirements of Submitting Evidence to Eastmachinery
We have streamlined the requirements for buyers’ that need to submit evidence when opening a dispute with sellers’ on Eastmachinery.com.
Please adhere to the strict requirements below when submitting evidence, or your evidence will not be accepted.
You may upload a maximum of 4 files in the following formats: JPG, GIF, RAR, PDF, DOC, DOCX, and TXT. Each file must not exceed 5MB. If you wish to submit more than 4 files, please merge the files into either a PDF, DOC or DOCX file formats and upload them simultaneously.
When photos cannot support your claim, please provide clear video footage to clarify the problems you are having with your product(s). If your video file(s) exceeds 4MB, please upload them to your Dropbox account and provide us with the link in order to download the video(s).
Returns and refunds are classified by the following categories:
(I) Item Not Received, (II) Invalid tracking number, (III) Item Not As Described, and (IV) Received well but need to return
The following conditions apply for all return and refund requests.
Return & Refund Requests:
You can request a ‘Return & Refund’ within the following time frames based on the shipping method that was used.
· 5-90 days if your package was shipped via UPS, FedEx, TNT, DHL or USPS.
· 7-90 days if your package was shipped via EMS, E-packet or E-quick.
· 10-90 days if your package was shipped via regular post such as China Post, Hong Kong Post, etc.
Buyer Dispute Cases
Evidence and expected solutions/requests are required when buyer is making a return & refund request for Item(s) not as described. Sellers have to respond to buyer’s request within 5 business days from the date the buyer have opened a case.
If the seller fails to respond to the buyer within the time frame agreed, this will lead to the system automatically issuing the buyer with a refund.
Buyers can contact Eastmachinery customer service to assist in any online process after they have reached a final solution with the seller.
When sellers are not cooperative, buyers can escalate the “Return & Refund” case to Eastmachinery Resolution Center 3 (VIP) or 5 (regular customer) days after the return & refund case have been opened.
The Eastmachinery Resolution Center will provide a solution to the buyer’s case within 10 business days of the date the dispute have been received by Eastmachinery Resolution Center.
Evidence is required to be uploaded through the system when the buyer is escalating and changing the dispute reason to “Item not as described”, or the system will automatically release payment to the seller 3 days later due to lack of evidence. The seller is required to upload evidence for Items “Not Received” cases, or the system will automatically issue the buyer with a refund.
If an order has been completed and payment has been released to the seller, the customer can still open an after-sale dispute within 30 days from the payment released date. For personal products, such as underwear, wedding dress, etc., dispute cases should be opened within 7 days from the date the buyer received the item(s). This also applies for a Return & Refund case before the payment release.
Eastmachinery resolution center will commence arbitration in accordance with the terms set forth by the seller. This applies to any Return & Refund requests from buyers, unless there any outstanding after-sales service terms previously set-forth by the seller. If there have been any terms set-forth by the seller in the after-sales service terms, then Eastmachinery resolution center with determine the outcome based on any discrepancies on the sellers’ terms.
If buyers wishes to return the item(s) for any reason, this should be subjected to seller’s after-sale service terms including custom-made & personal items such as underwear, wedding dress, etc.
Eastmachinery Resolution Center will commence arbitration based on both the after-sale service terms and actual dispute case.
I. ITEM NOT RECEIVED
Status: In transit
If the item(s) is currently being delivered and shows as “still on the way to the delivery address”, it can be classified as “Item not received” in the following circumstances:
• Delivery is delayed and there have not been any status updates from the shipping carrier for over 10 days;
• Items are held at one location such as with the shipping carrier or sorting facility for over 10 days.
You can request a “Return & Refund” only after the expiry of the seller’s promised date of shipping your item(s). Eastmachinery Resolution Center will commence arbitration based on seller’s promised date and the actual shipping status after a Return & Refund request is successfully made.
Once the item(s) are in the local sorting facility or post office waiting to be picked up, the buyer is responsible for collecting their package. If the buyer refuses to do so due to some personal reasons, Eastmachinery Resolution Center will commence arbitration to release payment to seller. If the buyer refuses to collect the package due to item(s) or seller’s problem, then Eastmachinery Resolution Center will offer a full refund to buyer.
Status: Items detained by Customs
If a shipment is detained by a customs officer or is waiting to clear customs, and there are no updates on its up-mentioned status, the buyer may provide a scanned copy or photo of the customs letter confirming the delay.
Table 1. Indicates potential reasons for customs issues and which party, seller or buyer, should be held responsible for the delay.
Status: Items returned or on the way back to seller
A. Item shows returned
If an item is returned to the seller, or is held at one location, Eastmachinery Resolution Center will commence arbitration based on the following circumstances:
i. Buyer provided the wrong shipping address
- Eastmachinery Resolution Center will allow the seller to retain the shipping cost after an official invoice has been provided by the seller, and the balance of payment will be refunded to buyer.
ii. Fault lies with the seller
- Eastmachinery Resolution Center will decide to give a full refund to buyer.
B. Item shows delivered
Including but not limited to tracking information, Eastmachinery Resolution Center will check other tracking information such as city, postal code and consignee. Payment will be released to the seller if above-mentioned are all correct.
A full refund will be issued when a package is signed by customs, for example, the consignee is Douane (French customs)
Status: Buyer refused to sign for an item
If an item arrives to the delivery address and the buyer refuses to sign for the item(s) because the shipment was delayed or the package arrived damaged, the seller will be responsible and a return and refund will be processed by Eastmachinery.
If the buyer refuses to sign for the item without any reason, no reasons found by Eastmachinery Resolution Center or Eastmachinery Resolution Center didn’t get any evidence from the buyer, then the customer will be responsible for paying both the shipping cost and return shipping cost.
Status: Tracking information is not complete
When there is no complete delivery information after the promised delivery date and the payment amount is more than US $100, the seller will need to provide Eastmachinery with evidence, which can prove the package was signed.
A full refund will be issued if the seller fails to provide the necessary evidence or the evidence provided is not valid.
This term can also apply for any agreement regarding sending a replacement.
Status: delayed shipment
If a valid tracking number is uploaded after the shipping deadline, or the seller provides proof that the correct tracking number was given to the buyer, then Eastmachinery Resolution Center will commence arbitration to issue a refund or return item according to the actual conditions.
II. Invalid tracking number
If a shipment is missing a tracking number or the tracking number cannot be located on the shipping carriers website after 5/7/10 days (details as the table indicates below) from when the seller provided the tracking No. , then Eastmachinery Resolution Center can assist in verifying or refunding.
If the shipping or tracking number is located and confirmed but the delivery information is found to be inconsistent with that provided by the buyer, or the seller did not provide any shipping documents, the seller will be responsible for providing a refund.
If the seller ships or is preparing to ship the item(s) when Eastmachinery Resolution Center is still reviewing the case, and no agreement has been reached on this matter between the seller and the buyer, then Eastmachinery Resolution Center will confirm with the buyer first, and a refund will be issued when buyer does no longer want the item.
II. ITEM NOT AS DESCRIBED
Status: Item received has performance and/or quality issues
An item is defined as having performance and/or quality issues if upon receipt it is damaged, defective, or has other issues where the item cannot be used for its intended purpose. It is assumed that these items shall be in good working order and perform as indicated in product description, illustration, and technical specifications of the particular model.
In the following conditions outlined in Table 2 below where a product is believed to not match quality standards as indicated in the Seller’s item description, Customer must provide clear proof, such as by photo or video, to Eastmachinery’s Resolution Center, who will then determine whether a return and refund is warranted. For items that are proven to have serious defects, returning the items may not be necessary.
Status: Quantity and/or sizing issues
1) Quantity shortage
If an order received is of lesser quantity than described, Customer must provide clear proof, such as by photo or video, to East machinery’s Resolution Center, who will then review the freight weight certification to determine whether a return and refund will be issued.
If an order does not meet described sizing (e.g. clothing, shoes) and/or measurements (e.g. mobile phone, tablet display screens, etc.), Customer must provide clear proof, such as by photo or video , to Eastmachinery’s Resolution Center who will then determine whether a return and refund is warranted; if there is a misunderstanding of sizes or measurements, unless there is an obvious difference between what Customer ordered and what was received, Eastmachinery’s Resolution Center will review the item description and adhere to globally recognized measurements in making its determination.
Status: Fake or misstated items
If an item received differs from the product description because it is fake or was falsely misstated, Customer must provide clear proof, such as by photo or video, to Eastmachinery’s Resolution Center who will then determine if a refund will be issued.
For example: An item can be considered fake if the item description states the material is gold, but the item is of another type of material.
Status: Items that infringe on intellectual property rights (IPR)
If an item received infringes or violates an authorized brand holder’s intellectual property rights, Customer must provide clear proof, such as by photo or video, to Eastmachinery’s Resolution Center who will then determine if a refund will be issued.
Status: Color, appearance, or style discrepancies
If a received item differs from the item listing's photos with regards to color, appearance, style—including model and/or material type, Customer must provide clear proof, such as by photo or video, to Eastmachinery’s Resolution Center who will then determine if a refund will be issued.
If a return and refund request is opened, options available to the customer would be partial or full refund. If the item is returned, buyer will pay for the return shipping cost first and the seller will be responsible for reimbursement.
In the following conditions outlined in Table 3 below where a product is believed to not match the color, appearance, or style as indicated in the Seller’s item description and images, Customer must provide clear proof, such as by photo or video, to Eastmachinery’s Resolution Center, who will then determine whether a return and refund is warranted.
For in-depth details on providing proof for refund claims regarding discrepancies in item color,
appearance, and/or style, please visit our section on Acceptable Supporting Evidence.
For in-depth details on providing proof for refund claims regarding the receipt of items not as described by Seller,
please visit our section on Acceptable Supporting Evidence.
III. OTHER REASON RETURNS
If a refund and return is requested on an item for other reasons such as “I do not like the item” or “I no longer want the item,” and the seller agrees to the proposal, the Customer (buyer) will be responsible for paying return shipping and freight fees. “Other Reason” returns must adhere to time limits set by the Merchant.
Eastmachinery Resolution Center is not involved in “Other Reason” returns such as those listed above unless there is a specific problem or discrepancy with an order between Customer (Buyer) and Merchant (Seller) concerning Items Not Received or Not As Described, the Resolution Center will assist in the mediation process.
IV. APPEALS ON DECISIONS MADE BY THE RESOLUTION CENTER
Eastmachinery’s Resolution Center will enforce its policies according to those general principles as stated. If a Merchant (Seller) or Customer (Buyer) has any disagreement with the decisions made by the Resolution Center, you can leave message and send evidence to our customer service. In such cases, Eastmachinery will process the appeal and provide a result within 10 business days. If the party making the appeal is required to provide relevant support materials during the proceedings, he/she should comply within 5 business days; otherwise, Eastmachinery will deem said party as giving up their right to appeal.
3.1 What kind of evidence do I need to provide for different claims?
3.1.1 Item not received
a) If package was intercepted by Customs, and are therefore unable to be received. Buyer should provide a letter sent from Customs as evidence on interception. Please provide us with a photo of the notice letter.
b) For buyers who have found a valid tracking number for their items, but have not yet received them, Eastmachinery will have the seller provide evidence to confirm that the tracking number is for your items.
c) If package is not received due to an invalid tracking number If it is an invalid tracking number after 5 days we will provide a refund.
3.2 Item not as described
Materials not as described
1. If item’s materials are not as described, please provide the photos of the item(s) you received to us. And please provide a professional test report by the third party ( English version of the report is required).
If you had communicated with your seller about the color before shipment and the seller agreed your idea, please provide us with screenshot of chat record between you and your seller; and please take a clear photo of what you received under natural light, so we can check whether the seller sent wrong color to you.
If the item you received is imitation or fake, please take a clear photo and it’s better to circle the fake parts compared to a real one. If the brand of items infringes any copyright and you have received some documents from the legal brand company, please send your documents to Eastmachinery and we will do further check.
Received well, but need to return:
If you are not satisfied with your items and thus want to return for a full refund, please specify the exact reason.
Not satisfied with seller’s service：
If you are not satisfied with your seller’s service, say, the seller didn’t send out goods as per your requirements, please take a screenshot of your chat record or message as proof, or tell us directly.
Please send us the following evidence to us if you found missing items in your parcel:
a. take a photo to show all of what you received, please make sure one picture including all items.
b. Send us weighing photo as showed below.
c. Make a video to show us the whole process of opening box and checking the quantity ( very important, need to prepare before opening your box), if you didn’t prepare a video to support your claim, please have a try to send us the above mentioned two points.
If more than one items were damaged, please show us all the broken items in one picture. If the items is only one piece, please take a clear photo to show us the broken parts.
Items can’t be used:
Generally, for all the items which can’t be used, especially electronics, please take a video to show us the testing process
Step1: When arbitration of full refund (with return) is made, seller will be required to provide the return address within 5 days.
* Bearer of the shipping costs will be decided during arbitration.
Step 2: Once the return address is available, the buyer must ship items within 7 days and provide a valid tracking number.
*A shipping label should also be uploaded in case the seller fails to receive the item(s).
Step 3: Seller confirms receipt of returned item(s) and refund is released
3.3 How do I close a dispute before it ends automatically?
When you reach an agreement with the seller for a dispute solution before it ends automatically and want to close this dispute immediately, you can click “Close Dispute” in the status of awaiting evidence. However, once you have closed the dispute you can’t open it again.
4 After-sale Service
The After-sale Service allows you to open a dispute within 30 days after you confirms successful
receipt of the product, and payment is released to the seller. Such examples include a cell phone battery not working, a defective touch screen on a tablet, LED lamps not lighting, etc. when you using these items within the warranty period.
In case you encounter issues with your order after the payment is released to the seller, please make sure to contact the seller immediately so that he can have that issue sorted out.
Please give the seller up to 1-2 days to respond, and if the seller does not get back to you,
or if the issue is still not resolved, please contact our Customer Service department so that we can help in having your concern resolved.
4.1 What's Eastmachinery after-sale service policy?
a. Eastmachinery will not handle any further complaints from buyers regarding a disputed order that it has already given a resolution to.
b. For item(s) with quality problems, Eastmachinery will make only one decision: items are to be returned to the seller for repair. Exceptions: Buyer & Seller have already reached an agreement on the return and refund of the item.
For items to be returned to the seller for repair, buyer bears the shipping fee for returned items & seller will provide for re-shipping fees. Both seller and buyer should select a valid shipping method that provides speedy tracking online.
c. Eastmachinery.com has the right as to not handle the case on condition that the buyer fails to provide any valid evidence within 5 working days or fail to cooperate with Eastmachinery.
d. For more cases, please refer to our Escalated Case Policy.
1. If the seller has specific instructions on their after-sale service, please pay careful attention and do as the seller instructs.
2. Please keep the packaging intact, especially for the personal and intimate products don’t do any personalized treatment or changes to them.
4.3 What's the after-sale service process?
Step 1. The buyer requires the seller to provide an after-sale service.
Step 2. In this step, two cases may happen:
a) If the seller can meet the requirement, then the case is handled between buyer and seller, independent of Eastmachinery intervention.
b) If the seller cannot meet the requirement of the buyer after their negotiation, then the buyer should appeal for Eastmachinery’s intervention. Continue to Step 3.
Step 3. Eastmachinery.com collects related evidence within 5 days.
Step 4. Eastmachinery will conciliate with both the buyer and seller and make a final decision within 10 days from the start of the after-sale dispute date.
Both the seller and the buyer are encouraged to first negotiate with each other. In the case that neither the buyer nor the seller considers the negotiation to be of any help, they can appeal for Eastmachinery’s intervention. Eastmachinery will then discuss with both buyer and seller through internal messages to make a final decision based on company’s policy.
Sellers who are part of Seller Guarantee Services are responsible for fulfilling the promise for the service they provide. In the case the seller does not fulfill his promise for the respective seller guarantee service, the buyer is entitled to monetary compensation.
Our Dispatch Pledge Guarantee applies to any product that is included as part of our Guarantee and includes the following conditions
· When the seller does not dispatch the goods within the agreed processing time, our system will automatically return payment to the buyer and also deduct US $10 from the seller’s account to compensate the buyer;
· When the seller provides an invalid tracking number. In this case, upon notification from buyer, on his/her behalf, we will investigate the complaint. Once we have confirmed the tracking number to be invalid, sellers will be required to upload a valid tracking number at a specific time and if they are not able to do so, our system will deduct US $20 from the seller’s account to compensate the buyer.
These rules do not apply to situation where the buyer cancelled the order because of items not now required.
Dispatch Pledge (Special Condition)
If a customer places multiple orders for the same product to be shipped to the same address within a narrow timeframe (e.g. one month), these orders will be treated as one order if a seller violates our Dispatch Pledge Guarantee.
In such an instance, compensation to the buyer will be as follows:
· The seller does not dispatch the goods: $10
· The seller provides an invalid tracking number: $20
6 Product Review
Members should be serious and use good judgment when leaving feedbacks for another member of Eastmachinery. Members could be held legally responsible for any damage to another's reputation if a court finds that the remarks left constitute libel or defamation.
6.1 Buyer Review Guidelines
The following content is not allowed in product reviews:
·Obscene or distasteful content (e.g. pornography)
·Profanity or spiteful remarks
· Promotion of illegal or immoral conduct
·Advertisements, promotional material or repeated posts that excessively make the same point
·Sentiments by or on behalf of a person or company with a financial interest in the product or a directly competing product (including reviews by publishers, manufacturers, or third-party merchants selling the product)
· Reviews written for any form of compensation other than a free copy of the product. This includes reviews that are a part of a paid publicity package
· Solicitations for helpful votes
· Other people's material (this includes excessive quoting)
· Phone numbers, postal mailing addresses, and URLs external to Eastmachinery.com
· Seller or shipping feedback
·Videos with watermarks
·Comments on other reviews visible on the page (because page visibility is subject to change without notice)
· Foreign language content (unless there is a clear connection to the product)
6.2 Feedback Abuse Policy
When leaving feedbacks, please follow Eastmachinery's Feedback Abuse Policy by avoiding any of the following:
· Including links or scripts
· Making negative statements about a buyer that conflict with the positive rating· Identifying personal information about another member, including real names, postal addresses, phone numbers, or email addresses
· Using political, religious, or social commentary rather than a genuine comment about the transaction
· Making comments, replies, or follow-up references to a completely irrelevant transaction or unrelated experience
·Using profane, vulgar, obscene, or racist language, or adult materials
·Using inflammatory terms such as fraud, liar, cheater, scam artist, con man, etc., while strongly discouraged, will not be removed unless found to be in violation of any of the guidelines above.
Invalid email address. Please try again.
Register now to get updates on promotions and coupons.
Help improve your experience on EastMachinery.com, Please tell us what you think of this page!