1. Receiving a Shipment: How to Proceed
All our products depart from our warehouse in impeccable packaging condition.
To ensure a seamless process, follow these steps upon receiving a shipment:
- Package Count: Begin by confirming that the number of received packages corresponds with the quantity dispatched.
- External Examination: Conduct a meticulous visual assessment of each package’s external state. Look for signs of potential impact or mishandling, such as bumps, dents, punctures, dilapidated boxes, compromised courier seals, or any indicators that hint at possible damage to the contents. When such signs are evident, it is crucial to make note and provide your signature on the courier’s delivery document—whether paper-based or digital (PDA). In these cases, it is obligatory to label the document with “PACKAGE VISIBLY DAMAGED.” If this step is neglected and subsequent images depict apparent damage, the incident will be dismissed.
For Dropshippers, leverage the order confirmations sent to customers to educate them about this essential practice, mirroring DragonPrices’s approach with its distributors.
2. Handling Incidents: What to Do
At DragonPrices, you have a window of 5 calendar days from the merchandise receipt date to initiate an incident through your DragonPrices account by utilizing the Contact Us link. This duration extends beyond the typical 24/48 hours provided by other suppliers, facilitating the collection and submission of all necessary documentation. Beyond this period, transport insurance claims cannot be pursued, and the system will restrict incident initiation.
Navigate to the contact section and choose the Logistics and After Sales channel to direct your query appropriately:
- Order Not Received: For inquiries about pending or partial shipments.
- Order Received: To report incidents after the full order receipt. Ensure all requested documents are provided, as incorrect or incomplete submissions invalidate the claim and lead to incident cancellation.
As the seller, preliminary inquiries should be made with the client to gather essential details for a comprehensive incident report. All requested information is available in the attached packing list within every shipment—both B2B and dropshipping. This includes order details, requested references, and operator stamps or numbers (verify control 1 and 2).
Clear and detailed explanations, along with requested images of the claimed items, should be provided in the Comments section as attachments.
3. Returning Defective Goods to DragonPrices
DragonPrices extends a special free collection service to distributors for products exhibiting factory defects, collected from their customers. The merchandise will be picked up by DragonPrices’s warehouses every two months, provided the cost reaches 90€. If this threshold isn’t met, collection may be postponed for up to 6 months. Post this period, DragonPrices will facilitate free collection, even if the threshold isn’t achieved. However, these terms do not apply to the Canary Islands, Ceuta, Melilla, and non-EU countries. For these regions, distributors are responsible for shipping the defective goods to the mainland, bearing the shipping costs and indicating “defective merchandise – NO COST” on the invoice.
Should a distributor choose to return products outside these conditions, they will be liable for associated costs and must inform DragonPrices of this decision for proper processing.
Step 1: Access your Control Panel, visit the RETURNS tab, and create a DRAFT including products eligible for defective manufacturing collection. Upon fulfilling any of the stipulated conditions, the SEND button will activate, enabling collection request submission.
Complete all requested fields.
Step 2: Follow the provided steps upon pre-approval of your collection. Enter the collection and package addresses. Additional information, if required by the TSS, will be communicated via email. The collection’s progress will be automatically notified through our system.
Step 3: Prepare the package optimally, placing all defective products within one or more sturdy cardboard boxes. Note that the original product boxes must remain intact, without stickers or damage. Thus, it’s essential to reinforce and securely seal the outer cardboard packaging.
Adhere the system-generated label onto each package. Print and affix this label, containing the RMA number, package number, and identification barcode, to each package.
Warranty coverage applies exclusively to manufacturing defects and excludes wear or misuse. Only products displaying factory defects will be eligible for full refunds. Therefore, instruct customers to shield returned merchandise with an additional cardboard layer to safeguard the product’s original packaging.
Step 4: Following receipt of the products, DragonPrices’s TSS team will assess each item. Upon successful verification, replacements or refunds will be processed, as deemed suitable. Payments will be credited to your wallet. This verification and refund process may take several weeks from warehouse receipt.
4. Return of Products in Pristine Condition
DragonPrices does not repurchase products unsold by distributors or returned by customers. If a customer wishes to return a perfectly fine product, and you accept the return, you are responsible for managing these items. DragonPrices will not accept such returns under any circumstances.
5. Replacing Defective Products for Customers
Each distributor determines their after-sales policy. In some cases, refunding the customer may be preferred to avoid additional logistics costs. Should replacement be necessary, the process is straightforward: the distributor must visit www.DragonPrices.eu, create a completely new order, and complete the payment.
6. Cases Excluding 100% Refund of Product Value
- Products showing clear signs of misuse, unjustified damage, or poor condition will not receive a full refund.
- Returns without packaging, with damaged packaging, or with transport labels rendering the packaging unusable will incur a 50% discount on the product’s value.
- Returns with missing parts, accessories, or falsified incident descriptions will not be refunded.
Note: DragonPrices will not refund products returned without faults or with inaccurate incident descriptions. Such items will be stored in our warehouse, and you will receive notification. You will have 7 days from receipt of the notice to confirm whether you wish to reclaim the products, paying for the shipping costs. Failure to confirm or make payment within 7 days will result in the products being disposed of at a recycling center, with no possibility of claim.
7. Refund Timeline
Upon receiving the merchandise at our warehouses and completing the necessary status checks, the refund process will initiate. Please anticipate several weeks for the evaluation of received merchandise.
8. Unclaimed Orders
If an order is unclaimed by the recipient, it will be returned to our warehouse. Upon receipt at the warehouse, it undergoes automated management by the TSS team and is then handed over to the administration department for payment processing.
Both order shipment and return to the warehouse incur transportation expenses, which are borne by the order placer. Accordingly, you will receive a payment for the returned order, minus the two-way delivery costs.
The management process may span several weeks.
9. Warranty Period
We uphold our commitment to the highest quality and finest warranty for our customers. All items are guaranteed for a duration of two years from the delivery date, except for refurbished products, which carry a 12-month warranty.
10. Warranty Exclusions
- Negligence, impacts, misuse, tampering, incorrect voltage or installation, and wear and tear are not covered by the warranty.
- In the case of computer products, the warranty does not encompass virus removal, software recovery, or hard disk reinstallation following formatting.
11. Voiding the Warranty
The warranty becomes void under the following circumstances:
- Modification, alteration, or replacement of any guarantee detail or proof of purchase.
- Tampering or repair of the guaranteed product or identification number without prior authorization from the Technical Service.