Home > Help Center > Trade Protection
Trade Protection

1.Financial Security

1)We guarantee that your funds will be used exclusively for agreement on order transactions and delivery of goods.

2)When you have paid the deposit, but your order can not proceed normally due to platform or factory reasons (lack of goods, change of production time, etc.), you can cancel the order or cancel the goods at any time. We will refund the deposit 100% to you.

3)You still have the right to cancel your order before your container shipment, but you need to pay 20% of the total value of the order as a penalty, which will be deducted from your deposit and then we just refund you the deposit balance. 

4)After the goods of your order are shipped, you still have the right to cancel the order, but you need to pay 30% of the total value of the order as a penalty, which will be deducted from your deposit and then we just refund you the deposit balance.

 

2.Time Guarantee

On ESSAONE platform, each of your orders should be with expected arrival time of your receiving port, but the exact expected arrival time will be based on the date we confirm receipt of your deposit.

1)If the actual arrival time exceeds the expected arrival time for more than 20 days (inclusive), you have the right to make a claim, and we will pay 0.1% of the value of the goods not delivered on time as compensation per the overdue day.

2)If the actual arrival time exceeds the expected arrival time for more than 60 days (inclusive), you have the right to cancel the order and get a 100% full refund.


However, the following situations are not included in the guarantees of on-time delivery

1)Unresistible factors, such as the delay due to natural disasters and other special circumstances beyond human control and so on.

2)The policy of the delivery country has changed and the goods have been delayed not to be delivered on time.

3)After a confirm with you and get your permission, the shipment time is delayed due to the adjustment of the delivery time.

 

3. Quality Assurance

1)If goods in your order are all disappear or missing, you can make a request for return of goods and refunds, meanwhile get a 100% full refund.

2)If the quantity of goods you’ve received is less than that you ordered, we will refund you 100% of the payment for the missing products. 

3) If some of the goods received are found to be damaged, broken, or defective and even can not be used or sold, we will refund you 100% of the purchase price for the defective part.

4)If the goods received do not match that you actually ordered (including size, color, function, etc.), we will provide you with a solution based on the actual situation, including but not limited to supporting the replacement of the goods, partial refund or sending necessary parts and so on. The replacement is in the form of your cooperation to send all defective goods to the local representative office and bear all the shipping costs.

5)We will reply you the solution within 7 days from the date we received your requests of refund, claim or complaint.

 

Protection Remark

1. Customers have to file a refund, claim or complaint within 15 days from the date you received goods. Otherwise the request of return or refund of goods will not be accepted after this period.

2. Customers must provide us with clear material to prove the authenticity of the problem after filing a refund, claim or complaint. Materials contain photos and videos,which all should be sent to service@essaone.cn.

3.The buyer has no right to refuse to accept the goods without justification and demand a refund of the goods refused. The buyer must continue to pay all the costs of the buyer’s order, including but not limited to the payment to the manufacturers, transportation and other costs.