Refund policy

Savannel Tech — Official Refund, Resend & Returns Policy

This policy outlines all valid scenarios for refunds, reshipments, and product returns for all orders placed through Savannel Tech. All customer claims, complaints, and requests for resolution must be submitted directly to our support team for review — third-party payment platform disputes opened without prior notification to our team will delay resolution of your request. When submitting a claim, customers must provide supporting evidence: clear photos or full video footage proving product damage, screenshots of your original order confirmation, and all related correspondence containing your full name, order date, and complete complaint details. If our support team requests physical product return for inspection, items must be sent back following our designated return instructions. We reserve the right to approve full refunds, partial refunds, or complimentary reshipments for all eligible valid cases outlined below.

1. Delayed Shipments

Orders with missing tracking updates, stuck transit status, pending delivery, or expired transit timelines qualify for resolution once the below regional time thresholds pass from the date your order departs our warehouse:

  • Global standard timeline: 60 days from warehouse departure
  • United States shipments: 45 days from warehouse departure
  • Brazil shipments: 110 days from warehouse departure (extended timeline due to strict local customs clearance procedures)
  • Special shipping line options will follow unique transit timeline rules shared during checkout.

2. Orders Not Received

If your tracking status shows delivered but you have not received your package, please check with neighbors, building reception, and your local post office before submitting a claim. Claims for non-received orders must be submitted within 30 days of the tracking delivery confirmation date. We will investigate with the carrier and provide resolution based on findings.

3. Damaged Products

We will provide refunds or reshipments for products confirmed damaged during transit. Customers must submit clear photo or video evidence of the damage.

Damage Claim Deadlines & Guidelines:

  1. Fragile product orders: Refund resolution is the recommended solution for broken fragile goods.
  2. Damaged outer packaging boxes alone do not qualify for refunds or replacement due to the long-distance nature of international shipping.
  3. General non-electronic merchandise: All damage complaints must be sent to our support team within 5 calendar days of package delivery.
  4. Electronic communication devices (walkie talkies, repeaters, inverters, accessories): All damage complaints must be submitted within 10 calendar days after delivery.

4. Incorrect or Missing Products

All inventory undergoes strict quality control checks prior to dispatch, but we resolve errors for mis-shipped or incomplete orders as follows:

  1. Wrong product shipped entirely: Full refund or free replacement of the correct ordered item.
  2. Minor mismatches (wrong color, sizing discrepancies that do not impact core product functionality): Partial refund or free reshipment once you provide a screenshot of your full complaint with your name, order date, and issue details. For size-related disputes, clear measurement photos of the received item will accelerate our review process.
  3. Missing internal parts:
    • Missing parts that do not block core product function: Partial refund or free shipment of the missing component only.
    • Missing critical functional parts that render the product unusable: Full replacement of the entire unit.
  4. Missing standalone accessories: Complimentary reshipment of all missing accessory items.

5. Order Cancellation Rules

Full order refunds are available for all orders that have not yet entered warehouse processing. Cancellations will not be approved for these special order types after payment is confirmed:

  • Custom printed/POD personalized orders
  • Private exclusive inventory SKUs reserved exclusively for your store
  • Custom photo, video, and pre-configured equipment orders where production preparation begins immediately after checkout

Important Policy Interpretations

1. Dispute Claim Submission Deadlines

Claims cannot be processed once your order status is marked fully closed, and resolution is unavailable if third-party carrier tracking records become permanently untraceable.

  • Bulk wholesale orders typically have a 30-day claim window before order closure.
  • Any open customer claim will automatically close if you do not respond to our support team within 7 consecutive calendar days.

2. Force Majeure Circumstances

We do not accept refund or reship claims for damage, loss, or shipping delays caused by uncontrollable global events, including public health outbreaks, international political conflicts, labor strikes, natural disasters (earthquakes, floods, severe storms, heavy snowfall), and mandatory customs inspection holds. We will notify all customers of widespread disruptions via our official support channels including WhatsApp, WeChat, email, and chat support.

3. Shipping Method Restrictions

Certain shipping carriers do not provide full end-to-end tracking visibility once shipments arrive in specific countries, territories, and island regions. We cannot approve refund or reship claims for orders sent via these untrackable shipping options: PostNL, Turkey Post, Swiss Post, Electric PostNL bound for USA, UK, Canada, Australia, South Africa, Brazil, plus all overseas territories and island areas. Additional remote address surcharges apply for DHL, CJPacket Fast Line, CJPacket JL Express, and CJPacket Thailand shipping methods.

4. Countries With Limited Support Eligibility

We cannot process refund, reship, or return claims for orders shipped to the following destinations due to global logistics and customs limitations: Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados, Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia, Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia, New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, El Salvador, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, Zimbabwe.

5. Product Return Guidelines

All returned merchandise must be shipped back to our China warehouse facility only. We strongly discourage customers from returning items due to extremely high international return shipping fees, minimum 3-month transit timelines for return delivery, and high risk of lost or damaged goods during the return journey.

If a return is required:

  1. Follow the full step-by-step return instructions provided by our support team before sending items back.
  2. All return shipments must be dispatched within 10 calendar days of your package delivery date.

6. Claims We Cannot Approve (Unacceptable Disputes)

We will reject all unreasonable customer requests for refunds or reshipments for the following reasons:

  • Personal dislike of the received product
  • Customer misinterpretation of listed product descriptions
  • Unusual odor from new manufacturing packaging
  • Customer accidentally ordering the wrong product model/SKU
  • Incorrect shipping address provided by the customer during checkout
  • Pre-agreed minor cosmetic differences noted prior to purchase
  • Tracking data removed or archived by local postal/courier companies with no fault of our team

Final Note

Our support team works diligently to resolve all valid customer concerns quickly. If you have any questions about our refund, reshipment, or return process, reach out to our dedicated customer service team anytime.

📧 Email: info@savannel.com 📱 WhatsApp: +86 135 3732 2232 🌐 Website: www.savanneltech.com

Savannel Technologies — trading as Savannel Tech Last updated: July 2026