Damaged, Defective, or Incorrect Products

• Damaged or Defective Products: If you or your customer receive products that are damaged or defective, and you opt to refund your customer, please provide supporting materials (e.g., customer complaint records, clear photos/videos of the damaged or defective products) within 7 days. Depending on the number of affected products, we will offer a partial or full refund or reship the items.
• Incorrect Products: In rare instances where the received products differ from what was ordered (e.g., wrong color, model, size, specification), please provide clear photos/videos of the products and shipping labels within 7 days. Upon verification and confirmation, we will either reship the correct products at no extra cost or process a refund based on your preference.

Lost Packages

• If tracking information indicates a package has been lost or severely delayed (no updates for over 30 days), we will file a claim with the carrier and provide you with a full refund.
• If the tracking number provided is invalid or shows no shipping status, please contact us promptly. We will obtain the correct tracking information from the carrier. If the package is confirmed as lost or severely delayed, we will handle it as described above.

For any of the above issues, please apply for a refund or submit a support ticket directly in the “Fibobus Support” section or contact your personal manager directly. All refunds will be credited to you in 1-2 workdays.

For any other product or order-related concerns, please submit a support ticket or contact us directly. We will respond promptly with solutions.

Special Circumstances

• Incorrect Address or Unclaimed Packages: If an incorrect address or contact information is provided, leading to an undelivered or unclaimed product, we cannot process a refund or reship request. We ship based on the provided address and recipient details in your orders.
• Inventory Product Refunds & Returns: We typically cannot refund inventory products as we’ve already incurred the warehouse costs. Manufacturers are generally reluctant to accept returns without valid reasons. On rare occasions, if a manufacturer agrees to a return, we will refund you based on any discounted prices they offer.
• Returns Initiated by Customers: For damaged, defective, or incorrect products, there’s no need to return the items. We’ll handle refunds or reshipments based on the situation. For products that are simply not to the liking of you or your customers, manufacturers usually don’t accept returns without valid reasons. If a return is accepted, the product must be in a resalable condition. Refunds will be based on the manufacturer’s discounted price, with shipping costs borne by you or your customer.

We urge you to inform your customers against making unreasonable refund or reshipment requests to avoid unnecessary losses.

For a comprehensive understanding of refunds and returns, please refer to our [FAQ].