Welisen Logistics Refund Policy, explaining refund conditions, procedures, and processing times.
Refund Policy
Last Updated: December 20, 2025
Welisen Logistics is committed to providing you with a quality service experience. If you are dissatisfied with our service, please refer to the following refund policy.
1. Refund Eligibility
1.1 Eligible Refund Scenarios
| Scenario | Refund Percentage | Processing Time |
|---|---|---|
| Order cancelled before shipment | 100% | 1-3 business days |
| Lost parcel | 100% shipping fee + insurance compensation | 7-15 business days |
| Severely damaged parcel | Assessed based on damage level | 7-15 business days |
| Shipping fee calculation error | Difference amount | 3-5 business days |
| Duplicate payment | 100% of overpaid amount | 1-3 business days |
1.2 Non-Eligible Refund Scenarios
- Parcel has been shipped and is in normal transit
- Delivery failure due to recipient's reasons
- Seizure by customs due to prohibited items
- Issues caused by incorrect declaration information
- Exceeding application time limit (48 hours after delivery confirmation)
2. Refund Process
2.1 Application Methods
Method 1: Online Application
- Log in to your account
- Go to "My Orders"
- Select the order requiring a refund
- Click "Request Refund"
- Fill in the refund reason and submit
Method 2: Contact Customer Service
- Customer Service Email: yuan@welisen.com
- Customer Service Phone: +86 132 2639 0888
- Online Chat: Bottom right corner of the website
2.2 Required Materials
Depending on the refund reason, you may need to provide:
- Order number
- Payment receipt/proof
- Photos of damaged parcel (if applicable)
- Other relevant evidence
2.3 Review Process
- Submit Application: You submit the refund request.
- Initial Review: Customer service conducts an initial review within 1 business day.
- Secondary Review: Finance department reviews if necessary.
- Refund Processing: Refund is processed upon approval.
- Confirmation Notification: You are notified upon completion.
3. Refund Methods
3.1 Original Payment Method Refund
Refunds will be returned to your original payment account:
- WeChat Pay → WeChat Wallet
- Alipay → Alipay Account
- Bank Card → Original Bank Card
3.2 Refund to Account Balance
You may also choose to have the refund credited to your Welisen account balance, which can be used for future orders.
3.3 Estimated Receipt Time
| Payment Method | Estimated Receipt Time |
|---|---|
| WeChat Pay | 1-3 business days |
| Alipay | 1-3 business days |
| Bank Card | 3-7 business days |
| Account Balance | Instant |
4. Special Case Handling
4.1 Lost Parcel
- Full shipping fee refund upon confirmed loss.
- If insurance was purchased, compensation per insurance terms.
- If no insurance, maximum compensation is 3x the shipping fee.
4.2 Damaged Parcel
- Minor damage: Negotiate partial refund.
- Severe damage: Full refund or reshipment.
- Photos must be taken as evidence within 48 hours of delivery confirmation.
4.3 Delay Compensation
- For significant delays caused by our side.
- Eligible for 10%-30% of shipping fee as compensation.
- Delays due to force majeure are not eligible.
5. Dispute Resolution
5.1 Appeal Channels
If you disagree with the refund decision, you can appeal via:
- Email: yuan@welisen.com
- Phone: +86 132 2639 0888 (transfer to complaint line)
5.2 Processing Time
- Appeals will receive a response within 3 business days.
- Complex cases may require 7-15 business days.
6. Helpful Tips
- Please double-check order information before shipment.
- Purchase insurance for valuable items.
- Keep payment receipts and relevant evidence.
- Contact customer service promptly if you have questions.
7. Contact Us
For any refund-related questions, please contact:
- Customer Service Email: yuan@welisen.com
- Customer Service Phone: +86 132 2639 0888
- Business Hours: Monday to Saturday, 9:00-18:00
Welisen Logistics, ensuring your parcels arrive safely!