ALL DISPUTES SHALL BE OPENED ON MRKNEX

MRKNEX offers a quicker dispute solution, and we would appreciate it a lot if you provide:

a.
Photos or videos of the damaged item to prove damage. If the photo cannot prove that the products are damaged, please upload the video.

b.
Screenshot of the e-mail or dispute received, including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).

c.
The products need to be returned to MRKNEX if our Dispute Team asks for a return in Disputes.

Except for the important interpretation, MRKNEX will make a refund, resend, or accept the return for any of the following cases:

1. Orders Delayed.
Orders are lacking tracking information, in transit, pending, or expired 60 days after orders departed from the MRKNEX warehouse. The following countries and shipping methods may be different:

a.
For orders shipped to the USA, it will be counted 45 days after the orders depart from the MRKNEX warehouse.

b.
For Brazil, it is after 110 days, counting from the date that the order departed from the MRKNEX warehouse due to the strict customs clearance in Brazil.

c.
For CJPacket Liquid Line to all counties, MRKNEX will deal with your dispute for delayed orders after 100 days, counting from the date that the order departed from the MRKNEX warehouse.

d.
For some special shipping methods, MRKNEX cannot deal with your disputes. (See the following important interpretation)

Notes:

Sometimes, the order had arrived at the nearest post office to the buyer and was held pending because of an insufficient address, the package was unclaimed, or there was no such number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery.

Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will normally be delivered to self-pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.

Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, MRKNEX will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee of a positive result.

2. Orders not Received.
MRKNEX will not deal with the refund or resend if the tracking information shows the order is delivered.

a.
If you do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

b.
Tracking information alert. The tracking information shows Alert. The reasons are listed below:

a)
Incorrect/insufficient address.

b)
No such number.

c)
Unknown recipient.

d)
Refused.

e)
Do not pick up on time.

f)
No safe delivery location.

g)
Uncleared customs.

h)
Others.

Notes:

a.
The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage for 3-7 days. Meanwhile, you need to pick up the package by yourself. Otherwise, the product will be returned to the sender, our logistics company. During the return, MRKNEX takes no responsibility if products have been lost.

b.
If the logistics company provides return service to China, MRKNEX will put the products in your private inventory and will not refund them when we receive the returned items.

c.
MRKNEX cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.

3. Products Damaged.
MRKNEX offers a full refund or a replacement if packages that arrived are badly damaged.

MRKNEX offers a partial refund or a replacement if packages arrived partially damaged (except for thread, slightly wrinkled, small scratches, etc.).

Notes:

a.
For fragile products, a refund is highly recommended.

b.
For damaged packing boxes, MRKNEX cannot offer any refunds or other after-sales services due to the long-distance international delivery.

c.
For ordinary electronic products, you shall complain or open a dispute with us within 30 days after the packages are delivered.

d.
For service products, MRKNEX refunds you the cost of the product, which is the price in the Chinese market.

4. Incorrect or Missing Products.
MRKNEX has a strict quality control process before products are dispatched. MRKNEX will deal with incorrect or missing products as follows:

a.
For incorrect products, MRKNEX offers a full refund or replacement.

b.
For products with wrong colour, size, which don’t affect product function, etc., MRKNEX offers a refund or resend if you provide a complaint including name, content and date.

c.
For parts missing which doesn’t affect product function, MRKNEX may refund partially or resend the missing part; for parts missing which affect product function, MRKNEX will resend the product only.

d.
For accessories, MRKNEX will resend the accessories.

Notes:

For the size problem, MRKNEX will appreciate it a lot if you can measure the product according to the correct measurement method and provide us with a photo of the measurement. Then, our dispute team will deal with your disputes quickly.

5. Orders Cancellation.
For order cancellations, MRKNEX offers a full refund before products are processed by the warehouses.

a.
After payment, POD orders cannot be cancelled as it is customised.

b.
After payment, preorder inventory orders cannot be cancelled as it is special products and only available for you.

c.
After payment, video and photo orders cannot be cancelled as MRKNEX has planned and prepared for you.

Important Interpretation
1. Deadline of Opening Dispute.
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.

2. Force Majeure.
MRKNEX takes no responsibility for any product damaged or shipping delay caused by acts of god, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, MRKNEX will notify you by MRKNEX Chat, Email, Line, WhatsApp, etc.

3. Shipping Method Limits.
Some shipping methods are not trackable when orders arrive in some Countries, States, or Cities. MRKNEX lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:

PostNL、Electric PostNL、CJPacket Eub、CJPacket Postal Route、CJPacket Postal、CJPacket Railway Economy.

Notes:

When choosing certain shipping methods, the remote addresses will be charged an additional cost.

4. Destination Limits.
Due to limited international transportation, MRKNEX will not accept any disputes when your orders are shipped to the following countries:

Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d’Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia, Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.

5. Return.
Products can be returned to MRKNEX China warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at the MRKNEX China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.

a.
If you indeed want to return the products, please follow these steps: How to return products to the MRKNEX warehouse.

b.
Please return products within 30 days of receiving them.

6. Service Products.
Service products apply to the following interpretation.

a.
In the event of disputes arising from products damaged or shipping delayed, MRKNEX may not refund the product cost.

b.
Any disputes arising from bad quality, MRKNEX may not accept, as the supplier is not MRKNEX.

7. Unacceptable Disputes.
MRKNEX shall not accept any unreasonable disputes, including but not limited to:

a.
The CUSTOMER does not like it.

b.
The product description is not real.

c.
Products smell unusual.

d.
The CUSTOMER ordered the wrong items or SKU.

e.
The shipping address was provided incorrectly.

f.
Product difference was negotiated in advance.

g.
Tracking information deleted by logistics companies or local post offices.

h.
In some cases, packages are returned/discarded/detained due to the consignee’s failure to comply with the customs clearance in line with the foreign trade policies of certain countries.