What should I do if the goods I received have problem?

Generally each order need to be processed with many steps by several departments until arrive at you, such as orders-processing department, finance department, assign department, buyer department, inspecting department, logistics department etc. We are trying our best to control all of the departments to make a good job to make sure our customers can receive the goods with satisfaction.
But sometimes mistake might happen due to some staffer's careless or transport problem, we are always trying our best to improve our managent and service, as well as other aspects.
If you receive the goods that has problem, please contact us by
submit a ticket.

Important Notice:
Once you receive the packages, please check with the below points for attention:

1. Package Checking: Please confirm if the quantity of arrival packages is same as the shipment bill write and the integrality of the packages, do not sign for if there is any problem;
2. Goods Checking: Please check the goods once you receive them, referring to packing list in each carton;
3. Valid time for Complaint: Please make sure to submit your complaint within 7 days after you receive the goods, if exceed 7 days we are unable to deal with the problem for you.

When you submit the complaint, in order to save time for a quick solution, please advise us what the detail problem is and advise us the detail quantity, also clear pictures of all the imperfect items once time. Sorry for the inconvenience of you collecting these necessary information:

1. Quality Problems: If the goods you received
have quality problem, please kindly advise us details including the exact quantity which unqualified and close-up pictures to show the problem points.
2. Color Differences: If the items you received
are in wrong color, please send us clear picture for our checking and advise us the quantity at the same time.
3. Received Wrongly-sent items: If you receive wrong goods, it will be appreciated if you can send us close-up pictures by below forms:
All received ones together with our original packing label.
Several pieces list separately for closer inspection.
Then we will check the problem, and
confirm the best solution with you.
4. Quantity Problem: If you receive the quantity less than what you ordered, please advise us the specific quantity you received by close-up pictures with scale (the weight of single piece and total weight of this item), so that we can check further upon the weight information.
5. Size Problem: If the goods you received is in wrong size, please send us pictures of the items together with calipers or ruler to show the size you received.

6. Packing Problem: If the goods are not packed based on your requirements, please advise us the item number you refered together with a picture for our checking.
7. Broken Goods: If the goods arrived in broken status, please check and confirm the quantity, then send us close-up pictures for checking. We can refund you accordingly once confirm.
8. Missing:
If you did not receive an item or some items, please kindly check if they are lost in the corner of the box, or mix up with other items, or mis-pack in the wrong boxes; if all no, please kindly advise us the total weight you received and show the pictures of the packing list.

Warmly Reminder: 

For any complaint issue which is in processing status, if we can not receive reply or confirmation for our suggested solutions over one month, we will close the issue and think that customers agree with our suggestions, hope you can kindly understand.

For items that need to return for re-production, please kindly be noted that we just can re-arrange the production after received the returned parcel.

For taking pictures, please kindly try to help us to take pictures for checking if needed. We appreciated for your time and cooperation.

Complaints in below conditions are not acceptable:

1.   Length & Quantity:  the difference is within 3% or the total complained items’ cost is within $3.

2.  Breaking & Abrasion:  the total quantity is less than 3% or the broken ones cost less than $3. 

(1) For glass or other fragile items, the ratio is within 5% and understandable amount is within $5.

(2) For the beads in strands, we do not accept the complaints if the beads in any case fall off from string during international transportation under the condition of the goods can be used normally.

3.  Size: for items in size 4~10mm, the acceptable difference range is within 0.5m, for the items in size in 10mm or more, the permissible difference is 1mm.

4.  Time limit:  all problems should be forwarded within 7 days after receiving.

We welcome customers to submit any feedbacks concerning our products and we will do best to improve upon your kindly help.

Contact Us

Service by Email: sales@gets.com

Service by Phone: 86-020-81634887

Service hours: 8:30 - 17:30 (GMT +08:00) Beijing ,China Monday to Friday

8:30 - 11:00 (GMT +08:00) Beijing ,China on Saturday