Complaints & Return Policy
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Complaints & Return Policy
Terms of payment of compensation by the insurance policy
If you have used our services Warehouse in China, it is considered that you accept these terms. Please read them carefully.
The rules apply for receive compensation
The RUSSIAN BRIDGE company is a mediation agency, not a seller or manufacturer. We do not provide any return or exchange policy for the goods, we only provide return opportunity in case of warehouse mistakes and delivery problems. If you received a damaged parcel, found a discrepancy in weight of parcels, or received goods with mismatch size, color, pattern, quality, complications, or discover the loss of goods, etc. - You can apply for compensation within 3 working days after receipt of your parcel. Applications sent later will not be considered. Applicants who didn't applied for the package opening, counting the items and other services that can provide the evidence of presence at the RUSSIAN BEIDGE warehouse, will be refused to have any compencation.
Requirements for registration of applications for compensation
Application for the insurance compensation shall be submitted in electronic form to the address of the customer service department: email@example.com
When submitting an application:
Enter your WeChat ID, with the parcel number and items you wish to claim.
Briefly describe the essence of your claim. Attach photo material for evidence i.e.(the damaged parcel, document with discrepancy weight parcels,goods for non-compliance order,etc.)
Briefly, describe(with reason and essentiality) your wishes on the amount of compensation.Our specialists will answer you during working hours (11:00 am to 19:00 pm PRC) Monday through Friday. Do not hesitate to contact us for more information and explanations.
The service "Warehouse in China":
When insuring clients using the service "ShipForMe", insurance fee is calculated at a rate of 3% of the cost of an international shipment. The insurance covers only the loss of parcels. The amount of compensation paid in the amount of the client's costs for international shipping. Cost of goods and domestic shipping when calculating the amount of the insurance fee and when calculating the amount compensation in the account is not taken. Insurance does not cover the service ability of goods purchased by yourself, their quality,and compliance with the order by number, color, size, complications, and terms of exploitation / expiry date. The amount of compensation shall be credited to the client's account on the RUSSIAN BRIDGE WECHAT SYSTEM, and client can output them at any time. The commission charged by the bank for admission money will not be refunded.
The boundaries of the insurance liability and the principles for calculating the amount of compensation.
Lost parcels with international delivery:
If since the last registration of parcels after 30 calendar days was not delivered to the addressee, and its whereabouts are unknown, the mediator at the request of the customer can apply for parcel wanted. If since the last registration of parcel is still not found after 90 calendar days, it is considered lost, and the client is entitled to receive the insurance compensation. In this case, the insurance covers the total amount of the client's costs, including the cost of goods, the cost of the internal shipment to China, the cost of service agent, customs fees, the cost of international shipment. The amount of compensation paid is the total amount of customer spending.
Damage to the parcel during international shipping, which resulted in damage to the goods in it:
If when receiving parcel you notice apparent damages, such as holes, openings, wet areas, stains from dried-up water, apparent deformation of the shape box, you must be on the spot inspection.It is necessary in the process of registration to attach a photo / video, which will be visible damage to the box and damaged items. When applying for compensation a photo/video must be attach as well as a scanned copy or photo of opening act. In this case, the insurance payment will be paid at the rate of 10% to 100% of the total customer costs, depending on the degree of damage to the goods and the possibility of eliminating arisen defects. Payment Amount is calculated by employees of the company. If the client finds inadequate amount of compensation he is entitled to request re-consideration of the application a senior manager and a reasoned explanation the amount of compensation. Rendered by a senior manager a decision on the amount of compensation may differ from an initial in a large, and in the smaller side, and not subject to appeal.
Loss of individual goods under international shipment:
If you received parcel and you notice weight discrepancy, you must in the presence of mail personnel / personnel transportation Company issue the act of opening. In the process of opening it is necessary to attach a photo / video, where we will see the discrepancy of weight, and also the absence of the goods / products. When applying for compensation you must attach all photo / video materials as well as a scanned or photo copy of the opening act. In this case, the insurance covers the total amount of customer spending on the purchase of these products, including its price, the cost of the internal shipment to China, and the cost of services intermediary.
The absence individual goods in the parcel:
When you receive the parcel and found If at the opening of the parcel (only upon receivement!) you have noticed the absence of goods / products. You must document this fact via photo / video where we will see the state of the box (no damage) and the contents of the parcel. When applying for compensation, the letter should attach all photo / video materials as well as a scanned copy of the photo mail form (the weight of the parcel should be visible upon receipt). If the missing item is or can be found in the warehouse of the company, it will be sent to your next parcel. If the item cannot be found, a mediator of your choice will buy goods at its own expense and send in your next parcel or pay you compensation. In this case, the insurance covers the total amount (refunded to the purchaser) of the purchase of these products, including their cost, the cost of the internal shipment to China, and the cost of services intermediary.
Non-compliance individual goods in color, size, complications:
If at the opening of parcel you have noticed the discrepancy of an individual good's color, size, complication, you must fix it on the photo. When you apply for compensation, the letter should attach photographic materials and explanations to them. In this case, the insurance payment will be paid at a rate of 10% -50% of the value of the goods and the cost of the internal shipment to China, depending on the degree of discrepancy. Full 100% compensation is possible only if the customer returning the goods. (Return Policies cm. below) Payment Amount is calculated by employees of the company. If the client finds inadequate amount of compensation he is entitled to request re-consideration of the application to a senior manager with a reasoned explanation the amount of compensation. A decision will be made rendered by a senior manager on the amount of compensation. Please note that it may differ from the initial in a large, and in the smaller side, and not subject to appeal. Please note! If you didnt apply for any opening and check of your items by size, colour, quality etc., you cannot apply for any compensation.
Damage to the goods during international shipment:
If at the opening of parcel you notice significant damage to the goods / products such as holes, openings, cracks, chips, significant deformation, etc., you are required to fix the damage to the photo / video. When you apply for compensation, the letter should attach photographic materials and explanations to them. In this case, the insurance payment will be paid at a rate of 10% -50% of the value of the goods and the cost of the internal shipment to China, depending on the degree of discrepancy. Full 100% compensation is possible only if the customer returning the goods. (Return Policies cm. below) Payment Amount is calculated by employees of the company. If the client finds inadequate amount of compensation he is entitled to request re-consideration of the application to a senior manager with a reasoned explanation the amount of compensation. A decision will be made rendered by a senior manager on the amount of compensation. Please note that it may differ from the initial in a large, and in the smaller side, and not subject to appeal.
We do not accept claims on goods under any of these conditions:
1. Appearance of the product differs from the pictures the seller. (For example: not so thick fur, fur coloring differs from the photo, lace pattern / embroidery / decorative elements different from the photos on the link, a form of pads is different from the photo link, etc.)
2. Position inscriptions printed on the product differs by a few centimeters, the writing of a brand different from the picture to the link.
3. There is a difference of color shade.
4. Product measurements do not meet the dimensional grid seller specified for this size on the product page.
If the item is damaged or does not meet the order, please contact us by e-mail firstname.lastname@example.org within 3 days after receiving your order, and let us know what products are subject to return. The letter should contain:
1. Precise photo parcel and goods, which can be seen damage or discrepancy order.
2. Photo sticker with a bar code.
When you receive your order, you have up to 7 days to return your products. All returned items must be in brand-new condition, unused and with original tags - the same condition as they were originally dispatched from RUSSIAN BRIDGE. You will be responsible for return shipping. Any free gifts associated with an item must be returned together. We will provide you with a full address, after our confirmation of your refund.
Note: Please tell us the tracking number after mailing your item, and be sure to include your name and phone number in your return package.
When will I get the refund after I returned goods?
After receiving your returned goods, we will issue a refund to your account within 3 working days if there are no further problems.
Note: Please do not throw away important articles in your parcels such as your: RUSSIAN BRIDGE INVOICE, item barcodes, and waybill. If you have any problems with your parcel, please provide us these files for your convenience.
Note: Final delivery date is subject to the exact final delivery date on the tracking website.