Why We Are No Longer Selling on Amazon
We’ve made the decision to stop selling on Amazon due to increasing challenges with the platform. These include difficulties managing international shipping complexities, a rise in unreasonable customer demands, and policies that often force us to absorb losses from returned or refused shipments. To protect our business and offer a better customer experience, we’ve decided to focus on selling through our own website: www.ikoolcore.com.
As many of you know, iKOOLCORE is based in Hong Kong, with our supply chain and warehouse located in Shenzhen, China (our international after-sales center is in Hong Kong). Due to the complexities and uncontrollable factors of international shipping, once a package is sent, it is nearly impossible to intercept or return it to our warehouse. In other words, if the package has been shipped, or if the customer refuses delivery, we lose the goods while still being required to issue a full refund. This situation is unsustainable for our business growth. Over the past two years, we've noticed an increase in unreasonable requests and self-serving behavior from some customers. As a result, we have decided to:
- Discontinue our product listings on Amazon;
- Reaffirm our return and exchange policy: If the package has not been shipped yet, you can cancel your order anytime by emailing service@ikoolcore.com. If the package has already been shipped, we will not accept any cancellation requests. Once the package is delivered, we only accept return requests for unopened items (with the customer covering the international shipping cost, which we believe is fair). We will not accept returns in cases like the one shown in the screenshot below (where a customer attempts to return a product three weeks after delivery, claiming it is no longer needed, without accepting any responsibility for the cost).
We have also encountered situations where customers refuse to sign for the package or fail to pick it up at a collection point, causing the transaction to fail, and the order is from Amazon as well. In such cases, we lose the goods and are still required to issue a full refund to the customer. Please note again that international packages are nearly impossible to return to the sender, or their value can depreciate by over 50% due to multiple customs fees.
If the product is defective, we offer a free replacement within 30 days. Simply send the product back to our after-sales center in Hongkong(no custom fee), and we will ship a brand-new unit to you from our Shenzhen warehouse.
