Fulfillment Standards • Dispute & Damage Protection

Refund, Resend & Returns Policy

Comprehensive operational guidelines governing transit delays, delivery confirmations, damaged arrivals, cancellations, and claims — aligned directly with our fulfillment network and partner dispute standards.

Effective Date: September 2026 • Coverage: United States & International Fulfillment

1. How to Submit a Claim & Evidence Requirements

All after-sale inquiries, refund requests, and resend tickets must be submitted directly to IntelWink Support within 30 calendar days after carrier delivery. To process your claim swiftly through our fulfillment dispute system, you must provide:

  • Order Number & Email: The order confirmation identifier and purchasing email address.
  • Photo or Video Proof of the Item: Clear photos or video clearly demonstrating the defect, damage, or discrepancy.
  • Packaging & Shipping Label Photo: Clear photo of the outer parcel packaging with the carrier shipping label and tracking barcode fully legible.
Filing Deadline: Disputes cannot be opened after 30 days of the recorded delivery date, or if tracking information from third-party logistics carriers is untraceable or archived.

2. Orders Delayed in Transit

Parcels in transit lacking updated carrier tracking scans qualify for a full refund or free replacement reshipment once the following transit thresholds are reached from the date the package departed our fulfillment warehouse:

  • United States: 45 calendar days after departure from warehouse.
  • European Union & Rest of World: 60 calendar days after departure from warehouse.
  • Specialized Lines & Brazil: 100 days for liquid lines; 110 days for Brazil due to national customs clearance protocols.

Note: Carrier tracking occasionally indicates a package is pending at the local postal branch due to insufficient address details or awaiting customer collection. In such cases, picking up the parcel at your local branch is recommended.

3. Orders Marked Delivered But Not Received

In strict accordance with international fulfillment standards, if carrier tracking confirms delivery:

  • First verify your surroundings, parcel lockers, building concierge, and immediate neighbours.
  • If the package cannot be located, an official Non-Delivery Certificate issued by your local postal carrier with an official stamp/seal is required to open a dispute.
  • Local Courier Holding Policy: Postal carriers attempt delivery 1 to 3 times. If unclaimed, packages are held at the local branch for 3 to 7 days. If the customer fails to pick up the package within this timeframe and the parcel is returned or destroyed by logistics companies, IntelWink cannot offer a refund or resend.

4. Products Damaged in Transit

If your item arrives damaged during shipment:

  • Badly Damaged: Full refund or free replacement reshipment upon review of photo/video evidence.
  • Partially Damaged: Partial refund or component replacement (excluding minor cosmetic outer blemishes, slight wrinkles, or minor transit scratches).
  • Fragile Products: A refund is standard for broken fragile items.
  • Outer Packaging Box Only: Damage to the outer packaging box only (without damage to the internal product) does NOT qualify for a refund or resend, as cosmetic outer box wear is common during long-distance international transit.

5. Incorrect or Missing Products

Our fulfillment warehouses operate strict quality inspection procedures. If an error occurs:

  • Incorrect Item Received: Full refund or free replacement reshipment upon photographic verification.
  • Wrong Color or Specification: Where the variation does not impede product functionality, a partial refund or resend is offered upon proof of complaint.
  • Missing Functional Component: If a missing component impairs primary product function, a replacement product is dispatched. If it does not affect function, a partial refund or component resend is provided.
  • Missing Accessories: Missing accessories will be promptly resent.
  • Size Verification: For disputes concerning dimensions or size, please measure the product with a ruler or tape measure according to standard measurement instructions and supply clear photos showing the measurement markers.

6. Order Cancellations

Full refunds for order cancellations are available strictly before orders are packaged and processed by warehouse logistics.

  • Once an order has entered fulfillment processing or has been assigned an air logistics tracking barcode, it cannot be canceled mid-transit.
  • Customized products, print-on-demand items, and special preorder inventory allocations cannot be canceled after payment confirmation.

7. Return Process & Logistics Reality

Merchandise can only be returned to authorized international fulfillment partner facilities. However, physical returns are strongly discouraged due to the following international trade realities:

  • Cross-border international return shipping rates are substantial and must be borne by the customer.
  • Return shipments routinely take 3+ months to reach overseas receiving terminals and face extreme risks of damage or customs loss during transit.
  • Evidence-Based Resolution: For damaged, defective, or incorrect items, we prioritize photo/video-verified replacements or refunds so you do not bear return shipping costs.

8. Non-Eligible & Excluded Cases

In accordance with partner logistics terms, IntelWink does not accept disputes, returns, or refund claims under the following circumstances:

  • Buyer Remorse / Change of Mind: Claims stating the customer does not like the product or changed their mind.
  • Customer Ordering Errors: Ordering the incorrect size, color, or variant.
  • Incorrect Shipping Details: Failure to deliver caused by incorrect or incomplete shipping addresses supplied by the buyer.
  • Customs Clearance Failure: Packages returned, discarded, or detained due to consignee failure to pay statutory local duties or cooperate with customs clearance.
  • Normal Manufacturing Odour: New product smell (which naturally dissipates shortly after unboxing).
  • Carrier Record Retention: Tracking data deleted or archived by logistics companies or local post offices after their standard holding window.
  • Force Majeure: Delays or damage caused by acts of God, extreme weather, strikes, international conflicts, epidemic restrictions, or customs inspections.

9. Destination Limits & Untracked Routes

Due to carrier limitations and lack of verified tracking infrastructure, our fulfillment network does not accept disputes for shipments sent via untrackable postal routes, or for orders dispatched to the following restricted destinations:

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

10. 30-Day Defect & Quality Guarantee

All items fulfilled for IntelWink are covered by our 30-Day Defect Guarantee. If your item arrives broken, damaged in transit, defective in function, or fails due to an inherent manufacturing fault within 30 days of marked delivery, IntelWink will coordinate a free replacement or complete refund upon verification of photos or video demonstrating the issue along with the carrier shipping label.

11. Return Address Notice & Separation

CRITICAL NOTICE: DO NOT SHIP RETURNS TO 30 N GOULD ST

The address 30 N Gould St, Sheridan, WY 82801, United States is strictly an administrative and corporate filing office. It does NOT have warehouse, receiving, or logistics capabilities.

Merchandise shipped to 30 N Gould St will be automatically refused and returned to sender at the shipper's expense. All returns must be pre-authorized by IntelWink Support to receive the verified partner return depot address.

Need Assistance or Have Questions?

Contact support@intelwink.com or submit an inquiry through our dedicated support desk.

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