Refund, Resend and Returns Policy

This Refund, Resend and Returns Policy (the "Policy") governs the handling of refunds, replacements, and returns for orders fulfilled through CreatiDrop ("we", "us", or "our"). This Policy applies to all Users ("you" or "Client") who place orders through the CreatiDrop platform (https://www.creatidrop.com/) and related services (the "Service").

CreatiDrop is committed to providing reliable fulfillment services for dropshippers serving the European and American markets. We strive to resolve any issues that may arise during the fulfillment process fairly and efficiently.

Important Notice: Refunds or replacements will only be issued where the applicable eligibility requirements under this Policy are satisfied and the issue is attributable to CreatiDrop or a Supplier engaged by CreatiDrop in connection with the relevant Order. Store owners remain responsible for handling refunds and returns directly with their End Customers.

All disputes must be opened through the CreatiDrop platform. Failure to do so may result in delays or denial of your claim.

In this Policy, the following terms have the meanings set forth below:

• • "Client" / "User" / "You": Refers to the dropshipper who places orders through the CreatiDrop platform for fulfillment to their End Customers.
• • "End Customer": Refers to the ultimate consumer who purchases products from the Client's store.
• • "Supplier": Refers to an independent third-party manufacturer, wholesaler, distributor, sourcing provider or other upstream supplier from whom CreatiDrop may request quotations, obtain product information or procure products in connection with an Order.
• • "Order": Refers to any fulfillment request submitted by a Client through the CreatiDrop platform and accepted by CreatiDrop.
• • "Quoted Amount": Refers to the total product price quoted for an Order.
• • "Delivery Date": Refers to the date when the carrier confirms delivery of the package to the End Customer's address.
• • "Payment Date": Refers to the date when the Client completes payment for an Order.

When We May Provide a Remedy

CreatiDrop may, subject to verification and the terms of this Policy, provide a refund, replacement shipment, return authorization, or other applicable remedy in the following cases:

1. 1. Delayed orders;
2. 2. Lost packages;
3. 3. Damaged products;
4. 4. Incorrect products (wrong items shipped);
5. 5. Missing products (items missing from the package);
6. 6. Poor workmanship.

The availability of a remedy does not mean that all forms of remedy are available in every case. CreatiDrop may determine the applicable remedy based on the nature of the issue, available evidence, product condition, shipping status, and other relevant circumstances, subject to the specific provisions below.

When We Are Not Responsible

CreatiDrop will not issue refunds, replacements, returns, or compensation in the following cases:

1. 1. The End Customer's change of mind or dissatisfaction unrelated to product quality;
2. 2. The product itself is in good condition, although the packaging is damaged;
3. 3. Delivery failure caused by incorrect shipping information provided by the Client;
4. 4. The product is confirmed as delivered by the carrier, unless the Client provides the additional evidence required under Section 4;
5. 5. Failure to file a dispute within the applicable timeframes set forth in this Policy;
6. 6. The issue is caused by the End Customer (e.g., misuse, improper handling);
7. 7. Any issue that is not expressly covered by this Policy or is not attributable to CreatiDrop or a Supplier engaged by CreatiDrop in connection with the relevant Order;
8. 8. Normal variations in color, size, texture, workmanship, packaging, or other product characteristics that were disclosed before the Order was confirmed or that are customary for the relevant product or manufacturing process;
9. 9. Any issue arising from specifications, designs, materials, instructions, modifications, or other requirements supplied or approved by the Client.

Client Responsibilities

1. 1. Proof of Issue: Clients must provide clear photo or video evidence of the issue. If photos cannot sufficiently prove the damage, a video is required.
2. 2. End Customer Complaints: Clients must provide screenshots of End Customer complaints, including the customer's name, date, and content of the complaint.
3. 3. Timely Filing: Clients must file disputes within the applicable timeframes specified in this Policy. Late filings will not be accepted.
4. 4. Accurate Information: Clients are responsible for providing accurate and complete shipping information and Order specifications. We are not liable for delays or failures caused by incorrect or incomplete information.
5. 5. Direct Handling: Store owners remain responsible for handling refunds and returns directly with their End Customers. Where CreatiDrop approves a remedy under this Policy, the Client remains responsible for providing any corresponding refund, replacement, or other remedy to its End Customer.
6. 6. Mitigation: Clients must take reasonable steps to prevent or reduce further loss, including promptly notifying CreatiDrop of any issue and refraining from disposing of, altering, repairing, or returning the affected product unless instructed by CreatiDrop.
7. 7. Retention of Evidence: The Client must retain the affected product, packaging, shipping label, and other relevant evidence until the dispute has been resolved or CreatiDrop confirms that such materials are no longer required.

Refund Method

Approved refunds will be issued to the Client's CreatiDrop account balance or returned to the original payment method, at the Client's election. Refunds typically take 5–10 business days to process, depending on the payment provider.

Any processing time stated in this Policy is an estimate only. CreatiDrop is not responsible for delays caused by banks, payment providers, card networks, or other third parties outside its reasonable control.

Delay Thresholds

For purposes of this Section, an Order will be deemed shipped when it has been handed over to the carrier, as evidenced by CreatiDrop’s or the carrier’s records.

If an Order is not shipped within the following periods after the Payment Date, the Client may be eligible for compensation:

Scenario	Threshold	Compensation
Delay Level 1	5 days after payment without shipment	100% refund of quoted amount + 30% of quoted amount as compensation, OR 30% of quoted amount as compensation + shipment of the order
Delay Level 2	14 days after payment without shipment	100% refund of quoted amount + 50% of quoted amount as compensation, OR 50% of quoted amount as compensation + shipment of the order

Only one Delay Level and one corresponding remedy may apply to the same Order. Remedies under different Delay Levels are not cumulative. Where alternative remedies are stated, the applicable remedy will be determined by CreatiDrop after considering the status of the Order and the feasibility of shipment.

Exceptions

An Order will not be eligible for delay compensation under any of the following circumstances:

1. 1. The Client has not paid for the Order in full, or payment has not been successfully received or confirmed by CreatiDrop;
2. 2. CreatiDrop or the relevant Supplier notified the Client of the actual or potential delay through WhatsApp, email, work group chat or any other mutually agreed communication channel before the applicable deadline;
3. 3. The delay is caused by the Client, including any delay in providing or confirming product specifications, artwork, shipping information, or other information required to process the Order;
4. 4. The Client is unable to provide proof of a complaint from the End Customer, including a screenshot showing the End Customer’s name, date, and content of the complaint;
5. 5. The delay is caused by the End Customer, a carrier, customs authority, governmental action, force majeure event, or any other circumstance beyond the reasonable control of CreatiDrop or the relevant Supplier; or
6. 6. A longer processing or shipment period was disclosed to the Client before the Order was accepted.

For purposes of calculating an Order delay, the applicable period will begin on the Payment Date rather than the date on which the Order was submitted or created.

Filing Deadline

Disputes regarding Order delays must be initiated within thirty (30) days after the Payment Date. Disputes filed after 30 days will not be accepted.

If a package is confirmed lost by the carrier, CreatiDrop will offer, at our option:

1. 1. A free replacement shipment; OR
2. 2. A 100% refund of the quoted amount.

Note: Lost package claims must be supported by official confirmation from the carrier that the package is lost. If tracking shows "delivered" but the End Customer claims non-receipt, a non-delivery certification issued by the local post office with an official seal is required.

CreatiDrop categorizes product damage into four levels based on severity. The applicable compensation is determined by the damage category.

Evidence Requirements

For all damage claims, Clients must provide:

• • Clear photo(s) or video(s) demonstrating the damage;
• • Images of the product, original packaging, and shipping label;
• • Proof of the impact on the item's appearance or functionality.

Important: If the packaging is damaged but the product itself is intact and functioning properly, we cannot process a refund.

Damage Categories and Compensation

The remedies specified below are alternative and non-cumulative.

Category A: Minor Damage

• • Description: The product has minor cosmetic damage (e.g., small scratches, discoloration, or minor production defects); fully usable; only the appearance is slightly affected.
• • Compensation: Free replacement shipment, OR 100% refund of the quoted amount (if the Client does not want a new product).
• • Claim Not Eligible If: The Client is unable to provide sufficient evidence of the alleged damage.

Category B: Significant Damage

• • Description: Visible and noticeable cosmetic damage (e.g., deep scratches, dents, cracks in non-functional parts); the product is usable, but the damage significantly affects its appearance or perceived value.
• • Compensation: Free replacement shipment, OR 100% refund of the quoted amount + 10% of the quoted amount as compensation (if the Client does not want a new product).
• • Claim Not Eligible If: The Client is unable to provide sufficient evidence of the alleged damage.

Category C: Unusable

• • Description: The product is unusable due to damage (e.g., broken parts, defects); even if technically usable, it falls into this category if its appearance makes it unsuitable for sale or use.
• • Compensation: Free replacement shipment, OR 100% refund of the quoted amount + 20% of the quoted amount as compensation (if the Client does not want a new product).
• • Claim Not Eligible If: The Client is unable to provide sufficient evidence of the alleged damage.

Category D: Recurring Issue

• • Description: The same issue occurs in over 20% of the units from a single Order, and the Client can provide proof.
• • Compensation: Free replacement shipment, OR 100% refund of the quoted amount for the affected units + 30% of the quoted amount for the affected units as compensation (if the Client does not want a new product).
• • Claim Not Eligible If: The Client is unable to provide sufficient evidence that the same issue affects more than 20% of the units in the same Order.

Filing Deadline

Disputes regarding damaged products must be initiated within twenty-one (21) days after the Delivery Date. Disputes filed after 21 days will not be accepted.

Incorrect Products

• • Description: The Client receives a product that materially differs from the product specifications confirmed in the applicable Order such as an incorrect item, SKU, model, size, color, function, or quantity (including 1+1 bundled products).
• • Compensation: Free replacement shipment, OR 100% refund of the quoted amount for the affected product.
• • Claim Not Eligible If: CreatiDrop or the relevant Supplier disclosed the relevant difference, substitution, variation, or specification to the Client before shipment, and the Client accepted or elected to proceed with the Order.

Missing Products

• • Description: Items are missing from the package upon delivery.
• • Compensation: Free replacement shipment for the missing items, OR a refund for the missing items based on the applicable portion of the quoted amount.

Evidence Requirements

Clients must provide:

• • Clear images of the received item(s);
• • Images of the original packaging and shipping label;
• • An indication of the specific problem (e.g., incorrect SKU, size, or color, or a list of missing items).

Filing Deadline

Disputes regarding incorrect or missing products must be initiated within fourteen (14) days after the Delivery Date.

• • Description: The product has defects in workmanship or standards; there are no functional limitations; the product is fully usable; the product is not directly damaged.
• • Compensation: 20% refund of the quoted amount for the affected product.
• • Claim Not Eligible If: CreatiDrop or the relevant Supplier disclosed the relevant product grade, quality or workmanship limitations, manufacturing tolerances, or expected variations to the Client before shipment, and the Client accepted or elected to proceed with the Order.

Filing Deadline

Disputes regarding poor workmanship must be initiated within fourteen (14) days after the Delivery Date.

General Policy

Due to the high cost and operational complexity of international return shipping, CreatiDrop generally does not accept physical returns.

The products need to be returned to CreatiDrop only if our Dispute Team specifically requests or authorizes a return during the dispute resolution process.

Return Process

If a return is required:

1. 1. Clients must open a dispute through the CreatiDrop platform and select "Return" as the resolution type;
2. 2. Our Dispute Team will provide return instructions, including the return address (typically our China warehouse);
3. 3. The Client (or End Customer) is responsible for the return shipping costs unless otherwise agreed;
4. 4. Once the returned product is received and inspected, we will process the refund or replacement according to this Policy.

Return Address

Returned products must be sent to the address provided by our Dispute Team. Do not return products to any other address without prior authorization.

How to File a Dispute

To file a dispute, Clients must:

1. 1. Log in to your CreatiDrop account;
2. 2. Navigate to Orders > Paid > Create Ticket;
3. 3. Click the "Create Ticket" button for the relevant Order;
4. 4. Select the dispute reason (delay, damage, incorrect item, etc.);
5. 5. Upload all required evidence (photos, videos, screenshots of End Customer complaints);
6. 6. Submit the dispute for review.

Dispute Review

1. 1. All disputes will be reviewed by our Dispute Team;
2. 2. We may request additional information or evidence during the review process;
3. 3. A refund, replacement, return, or compensation will not be approved unless an agreement is reached between the Client and CreatiDrop's Dispute Team through the dispute resolution process;
4. 4. We will respond to your dispute within a reasonable timeframe.
5. 5. Failure to provide requested information or evidence within a reasonable period may result in denial or closure of the dispute.

Good Faith Cooperation

Both parties agree to cooperate in good faith during the dispute resolution process. Clients are expected to respond promptly to any requests from our Dispute Team to facilitate the process.

General Exclusions

CreatiDrop shall not be held liable for:

1. 1. Customs and Regulatory Issues: Delays, seizures, or damages caused by customs authorities, import regulations, or other governmental actions in the destination country.
2. 2. Force Majeure: Delays or failures caused by circumstances beyond our reasonable control, including but not limited to acts of God, war, terrorism, riots, embargoes, natural disasters, strikes, or pandemics.
3. 3. Shipping Method Limitations: Certain shipping methods may not support dispute resolution. Clients should confirm shipping method policies before placing Orders.
4. 4. End Customer Behavior: Issues caused by the End Customer's failure to pick up the package, provide incorrect contact information, or refuse delivery.

No Product Warranties

CreatiDrop does not provide product warranties. Our refund and replacement policies are designed to address product defects or damages, but we do not guarantee the quality, durability, performance, fitness for a particular purpose, or compliance of any product with any specific legal or regulatory requirements, except as expressly set forth in this Policy.

Time Limitations

A refund, replacement, or other remedy will only be available if the relevant dispute is submitted within Forty-five (45) days after the Payment Date. Any Order for which more than Forty-five (45) days have elapsed since the Payment Date will automatically be ineligible for dispute resolution.

Any shorter filing deadline specified elsewhere in this Policy will continue to apply. Where more than one filing deadline applies, the earliest applicable deadline will prevail.

Client's Responsibility

Store owners (Clients) are responsible for:

1. 1. Handling all refunds and returns directly with their End Customers;
2. 2. Providing their own return policies to End Customers;
3. 3. Providing any appropriate remedy to End Customers where CreatiDrop approves compensation under this Policy;
4. 4. Providing and communicating the Client’s own applicable refund and return policies to its End Customers.

CreatiDrop's Role

CreatiDrop may provide the Client with a remedy for an eligible claim in accordance with this Policy. The Client is then responsible for passing any applicable remedy to their End Customer. We do not directly interact with or compensate End Customers.

We reserve the right to modify this Policy from time to time. Any changes to this Policy will be effective when we post the updated version on this page, with a new "Effective Date" indicated at the top of the page.

We encourage you to review this Policy periodically for any changes. Where required by applicable law, we will also provide you with prominent notice of material changes.

If you have any questions about this Policy or need assistance with a dispute, please contact us at:

CreatiDrop Customer Service Team

• • Email: info@creatidrop.com
• • WhatsApp: +86 187 6848 2613
• • Website: https://www.creatidrop.com/
• • Dashboard: https://app.creatidrop.com/

This Refund, Resend and Returns Policy was last updated on July 14, 2026.