This Refund, Resend and Returns Policy applies to all purchases made through OUTSMART DIVISION.

By placing an order on our website, you agree to the terms outlined below.

OUTSMART DIVISION operates using international fulfillment partners. To ensure fast and
fair resolutions, all cases are handled strictly according to our supplier’s
dispute policies.

For any issue related to refunds, resends, or returns, customers must contact OUTSMART
DIVISION directly, not the supplier.

📧 Contact email:
outsmartdivision.office@gmail.com

💬 Support: via our internal website chat and email support

1.General Dispute Rules

Alldisputes must be initiated through OUTSMART DIVISION.

Failure to follow this procedure may result in the dispute being rejected.

To process a dispute efficiently, customers must provide:

a. Photos or videos clearly showing the damaged or defective item

b. Screenshot of the complaint (email, payment gateway dispute, etc.)
including name, date, and content

c. Return of the product, if requested by our dispute team

Based on the case, OUTSMART DIVISION may offer:

• Refund
• Replacement
  (resend)
• Return
  acceptance

2.Orders Delayed

An order is considered delayed if tracking information is missing, pending, expired, or the
shipment exceeds the following timeframes after departing the warehouse:

• USA 45 days
• Brazil: 110 days (due to strict customs clearance)
• CJPacket Liquid Line (all
  countries): 100 days
• Certain special shipping methods: disputes may not be accepted

Important Notes:

• Packages may be held at local post offices due to insufficient address, unclaimed delivery, or similar reasons
• Customers are responsible for contacting their local post office when notified
• In Israel, deliveries may be made to self-pickup lockers, which can cause delays
• If tracking shows “delivered” but the customer claims non-receipt, verification may take 1–2 months, with no guaranteed outcome

3. Orders Not Received

If tracking
information shows “Delivered”, refunds or resends will not be
issued unless:

a. Thecustomer provides a non-delivery certificate issued by the local post
office with an official stamp

Tracking Alerts Include:

• Incorrect or insufficient address
• No such number
• Unknown recipient
• Refused delivery
• Not picked up in time
• No safe delivery location
• Uncleared customs
• Other logistics-related alerts

Notes:

• Local couriers may attempt delivery 1–3 times
• Unclaimed packages may be stored for 3–7 days at local post offices
• If returned to sender, loss during return is not our responsibility
• Returned items to China are not refundable and may be placed into inventory
• Destroyed or unprocessed undelivered packages are not eligible for refund or resend

4. Damaged Products

• Severely damaged products: full refund or replacement
• Partially damaged products: partial refund or replacement (excluding minor issues such as thread, slight wrinkles, or small cratches)

Notes:

• For fragile products, refunds are recommended
• Damaged outer packaging alone is not eligible for compensation
• Claims for ordinary and electronic products must be made within 30 days of delivery
• For service products, refunds apply only to the product cost (China market price) and only if quality inspection was performed

5.Incorrect or Missing Products

OUTSMART DIVISION follows strict quality control standards.

a. Incorrect products: full refund or replacement

b. Wrong color or size (no functional impact): refund or resend with
proof

c. Missing parts:

• No functional impact → partial refund or missing part resend
• Functional impact → full resend

d. Missing accessories: accessories will be resent

📏 For size-related disputes, measurement photos
are required for faster processing.

6. Order Cancellation

• Orders may be canceled only before warehouse processing
• The following cannot be canceled after payment:
• POD (customized) orders
• Preorder inventory items
• Photo and video service orders

7. Important Interpretations

a. Dispute Deadline

• Disputes cannot be opened once the order status is closed
• Untraceable third-party tracking data invalidates disputes

b. Force Majeure

OUTSMART DIVISION is not responsible for delays or damage caused by:

• Epidemics
• International conflicts
• Strikes
• Natural disasters
• Customs inspections

Customers will be notified via email or internal chat when applicable.

c.Shipping Method Limitations

Some shipping methods are not trackable in certain regions.

Disputes are not accepted for the following methods in restricted areas:

PostNL, Electric PostNL, CJPacket EUB, CJPacket Postal Route, CJPacket Postal, CJPacket Railway Economy

Additional charges may apply for remote areas.

8. Destination Restrictions

Due to international logistics limitations, disputes are not accepted for
shipments to a large number of restricted destinations, including but not
limited to countries in Africa, the Middle East, Eastern Europe, South America,
island territories, and special administrative regions.

(Full destination restriction list applies as per supplier policy.)

9. Returns

• Returns are accepted only to China warehouses
• Returns are not recommended due to:
• High international shipping costs
• Delivery time of up to 3 months
• High risk of loss or damage

If a return is required:

• Items must be returned within 30 days of delivery
• Return instructions will be provided by OUTSMART DIVISION support

10. Service Products

For service-based products:

a. Shipping delays or damage may not be refundable

b. Quality disputes may not be accepted if the supplier is not the manufacturer

c. Without quality inspection, disputes may be rejected

11. Unacceptable Disputes

The following are not eligible for refunds or resends:

• Buyer does not like the product
• Product description dissatisfaction
• Unusual smell
• Wrong item ordered by customer
• Incorrect shipping address provided
• Pre-agreed product differences
• Deleted tracking information
• Customs clearance failure caused by the consignee

12.Contact Us

OUTSMART DIVISION always strives to provide the best customer experience.

For any questions regarding refunds, resends, or returns, please contact us:

📧 outsmartdivision.office@gmail.com

💬 Live Chat via our website