Return Policy

Cancellation before dispatch

You may request cancellation before the carrier accepts the package. If the carrier has not accepted it, Dockix will cancel the order and refund the full amount paid through the original payment method when available.

After carrier acceptance, the post-delivery return terms below apply.

30-day return request window

Submit a return request within 30 calendar days after carrier-confirmed delivery. This is the deadline to submit the request; the return does not need to arrive at the authorized return location within the same 30 days. Include the order number and identify the item you want to return.

Condition for non-defect returns

Opening the package for reasonable inspection or brief testing does not by itself make the product ineligible for return. Return the product complete and clean, with its original components, accessories, and packaging.

If use beyond reasonable inspection causes wear, damage, missing components, or a measurable loss in value, Dockix may reduce the refund by the documented loss in value or decline a voluntary non-defect return to the extent permitted by law. A confirmed defect or shipping-damage claim is handled separately and is not rejected merely because the package was opened.

Return shipping for a non-defect return

For an eligible non-defect return, Dockix will arrange or approve a trackable return method. The actual return-shipping cost is deducted from the refund. Dockix will explain the expected deduction before you send the product. Do not ship a return until Dockix provides authorization, the approved return address, and instructions.

Defects and shipping damage

For a suspected defect or shipping damage, provide the order number, tracking number, a description of the issue, and clear photos of the shipping label, outer carton, internal packaging, affected product, and included components. Dockix may request a short video when it is reasonably needed to show a functional issue. A continuous unboxing video is not the only acceptable form of evidence.

Report visible shipping damage as soon as reasonably possible. Keep the product, carton, and internal packaging until Dockix or the carrier confirms that inspection is no longer required.

Dockix pays for an approved remedy for a confirmed defect, incorrect item, or shipping damage. Depending on the circumstances and applicable law, the remedy may include troubleshooting, a replacement component, repair, replacement, refund, or another agreed solution.

Inspection and refund

After receiving the return, Dockix may inspect the product to confirm its identity, completeness, condition, and eligibility. Dockix will notify you of the decision. An approved refund is submitted through the original payment method when available. Payment-provider processing times vary.

Start a return

Contact support@dockix.cn before sending a product. An unauthorized shipment may be delayed or refused if it cannot be safely identified.