Return Policy

Cancellation before dispatch

You may request cancellation at any time before the package is physically handed to the carrier. If the carrier has not accepted the package, Dockix will cancel the order and refund the full amount paid through the original payment method when available.

After the carrier has accepted the package, the order can no longer be cancelled and the post-delivery return terms below apply.

30-day return request window

Submit a return request within 30 calendar days after carrier-confirmed delivery. The 30-day period is the deadline to submit the request; the return does not need to arrive at the authorized return location within those same 30 days. The request must identify the order and the item being returned.

Condition of non-defect returns

Opening the package for reasonable inspection or brief testing does not by itself make the product ineligible for return. The product must be complete, clean and returned 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 applicable law. A confirmed defect or shipping-damage claim is handled separately and is not rejected merely because the package was opened.

Non-defect return shipping

For an eligible non-defect return, Dockix will arrange or approve a trackable return route. The actual return-shipping cost is deducted from the refund, and Dockix will explain the expected deduction before the customer sends 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 and tracking number, a description of the issue, and clear photographs of the shipping label, the outside of the package, the internal packaging, the affected product and the included components. A short video may be requested when it is reasonably needed to demonstrate a functional issue. A continuous unboxing video is not required as the only form of evidence.

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

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

Inspection and refund

After the return is received, Dockix may inspect the product to confirm identity, completeness, condition and eligibility. Dockix will notify the customer of the decision. An approved refund is submitted through the original payment method when available; the payment provider's processing time may vary.

Start a request

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