Dispute Resolution

At StampsGather, we aim to resolve customer concerns fairly through clear communication. This policy explains how to raise an issue and the resolutions available for product, delivery, return, and refund disputes.

1. How to Raise a Concern

Please email info@stampsgather.com with:

• Your order number and the email address used at checkout.

• A description of the issue.

• Your preferred resolution, such as a refund or replacement.

• Relevant photographs, tracking information, or previous correspondence.

Please do not send your full payment card details or account passwords.

Customer Service Hours:
Monday–Sunday: 8:00 AM–6:00 PM Pacific Time (California)

You can email us at any time. Messages received outside our customer service hours will be addressed during our next business hours.

2. How We Review Your Concern

We will review your explanation alongside the relevant order, shipping, and payment records. We may contact the carrier or request additional information reasonably needed to understand the issue.

We will explain our findings and proposed resolution by email. If further investigation is required, we will keep you informed.

If you disagree with our proposed resolution, you may reply to request another review and provide any additional information you would like us to consider.

3. Product Quality Disputes

If a product arrives defective, damaged, or with a quality issue, we will provide a full refund of the amount paid for the affected product.

We cover return shipping costs if a return is required.

We do not accept claims arising from intentional or malicious damage caused by the customer after delivery. This exclusion does not include shipping damage, manufacturing defects, or reasonable inspection of the product.

4. Late-Delivery Disputes

If a product arrives after the latest delivery date stated at checkout or in your order confirmation, you may request a 50% refund of the amount paid for the delayed product.

You may keep the product without returning it. We will review the stated delivery deadline and tracking records when assessing the request.

This benefit does not limit any mandatory cancellation or refund rights relating to undelivered orders.

5. Incorrect or Incomplete Address Disputes

We will compare the address submitted at checkout with the address used for shipment to determine the cause of the delivery failure.

Customer-provided address errors:
If delivery failed because the customer supplied an incorrect or incomplete address, the customer is responsible for the resulting delivery problems and reasonable, documented correction, return, or reshipment costs. A free replacement or full refund is not guaranteed. We will explain available recovery options and any proposed charges or deductions, subject to applicable law.

Errors caused by StampsGather:
If we used an incorrect address or made a shipping error that caused delivery failure, you may choose a full refund for the affected purchase, including its shipping charges, or a replacement shipment at our expense.

6. Missing Items and Abnormal Package Disputes

Please contact us if items are missing or incorrect, the package is empty or damaged, or you suspect it was tampered with.

We will discuss the circumstances with you and review available photographs, packing information, and delivery records.

For confirmed issues not caused by the customer, you may choose:

• A refund for the affected items, or a full order refund if the entire order is affected.

• Replacement or reshipment of the affected items at no additional cost.

We cover replacement shipping and any required return shipping.

For packages marked as delivered that cannot be located, we will investigate with the carrier and work with you on an appropriate resolution.

7. Refused or Uncollected Package Disputes

If you refuse a package or do not collect it, please explain the reason when contacting us.

We will consider whether the situation resulted from our error, a product or delivery problem, or the customer’s actions.

If you do not explain the circumstances or provide information reasonably necessary for review, we may decline a refund request where permitted by applicable law. A refusal will be based on the available evidence, and we will explain the reason.

Where we are responsible, we will arrange an appropriate refund or replacement at our expense. Where the customer is responsible, reasonable, documented return or reshipment costs may apply.

Refusal or noncollection alone does not guarantee a refund, but it does not remove any valid statutory cancellation or consumer rights.

8. Change-of-Mind Returns and Exchanges

You may request a return or exchange for any reason within 30 calendar days of receiving your product.

For requests unrelated to defects, quality issues, or an error on our part, the customer pays return shipping and any shipping costs for the replacement product.

Please follow the return instructions provided by our customer service team. Our Return And Refund Policy contains the full process.

9. Further Review and External Assistance

We encourage you to contact us so we can try to resolve the issue directly. However, contacting us first is not a condition of exercising your legal rights.

You may seek assistance from your payment provider, a relevant consumer protection authority, an available dispute resolution service, or a competent court. Please observe any applicable filing deadlines.

If a payment dispute is already open, let us know so we can coordinate any refund through the appropriate process and avoid duplicate payments. We will not require you to withdraw a dispute merely to have your concern reviewed.

10. Governing Law and Consumer Rights

This policy is governed by the laws of the People’s Republic of China, subject to applicable mandatory consumer protection and conflict-of-laws rules.

This choice of law does not deprive you of protections that cannot lawfully be excluded under the laws applicable to your purchase.

Where permitted by applicable law, unresolved disputes may be submitted to a competent People’s Court in Shantou, Guangdong Province, China. This does not restrict any mandatory right to bring a claim before another competent court.

Nothing in this policy limits rights or remedies that cannot legally be waived.

11. Contact Information

Company Entity: Shantou Chenghai Dongyuan Toy Factory
Website: stampsgather.com
Email: info@stampsgather.com

Company Address:
Room 501, 5th Floor, No. 128 Linghai Road, Chaijing Community, Fengxiang Subdistrict, Chenghai District, Shantou City, Guangdong Province, China

Postal Code: 515899