[mammta21]

Hello everyone, I am new to the whole SE field, just getting started and a few days ago a bought a smartphone that I would like to refund. I will give some keypoints to make clear how I purchased the phone,payment method etc. Hopefully with the help of you guys and master @mothered I can succeed with this SE ref.

1) I bought this phone from a website that sells smartphones and small tech and ships from Hong Kong
2)The phone I bought was sold at discount price cause was used for testing/review
3) The phone + shipment cost it total around 600$
4) I paid it with my paypal and will arrive at my address
5)Is being shipped with DHL carrier and I just received some automated texts telling me the estimated delivery date with a link attached to change delivery date/ authorize a no signature/non-contact delivery.
6)Final destination of the phone is US which means there might be a chance of having to pay importing fees. (Even though the seller said declare a value of around 160$ with hope that no customs fees will be applied)

I was thinking of doing a DNA or EB. Now what do you guys suggest? Should I authorize DHL for the no signature delivery? If I do that, would be ok for me to just get the package and contact the shop first asking where is my package and ask for refund? Or should I straight open a paypal claim? And what is the best to do in this case? DNA or EB? Thanks in advance.

[mothered]

I bought this phone from a website that sells smartphones and small tech and ships from Hong Kong

Are they liable for lost shipments?

I was thinking of doing a DNA

If only a signature Is required on delivery, the DNA Is good to go.

or EB.

I'd say the phone Is too heavy.

What's the precise weight?

Should I authorize DHL for the no signature delivery?

No.

If you provide delivery Instructions, you'll be responsible for loss of goods.

Or should I straight open a paypal claim?

PayPal should always be used as a last resort - when all else fails.

And what is the best to do in this case? DNA or EB?

It depends on your answers to my above quotes.

[mammta21]

Thank you so much for your help! So replying to your questions:

1)Are they liable for lost shipments? - I found this in their policy ---->

MISSING ITEM(S), WRONG ITEM(S) OR INCORRECT PACKAGE SENT
Please be sure to open the parcel and carefully check the contents before signing for the package.
For any issues, please carefully follow our warranty process to minimize any delays:

Contact our Customer Service Team with your order number and the product code (SKU number).
Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.
Possible Solutions:
- If there is an item missing, we will resend the missing item/accessory for free within the warranty period.
- If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). We will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.


RETURNS AND COMPENSATION PROCESS
The following section describes the processing time required upon receiving your returned item.
For exchanges, the processing time for the exchanged item will be between 3-6 business days, upon receiving your item back to our warehouse and depending on stock availability.
For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this, the refund time will depend on the payment method.
For repairs, it will take between 7-14 business days depending on the item and the manufacturer's stock of spare parts.
Our dedicated Customer Service agents will keep you updated on the repairs process via email.

2)If only a signature Is required on delivery, the DNA Is good to go. - So if they require signature will need to sign with a different name or something?

3)I'd say the phone Is too heavy. What's the precise weight? - Phone itself is 215 grams but with charger/accessories box probably could reach 500 grams, not sure though cause I can't find info about the whole package weight.

Thanks again for assisting me @mothered

[mothered]

So replying to your questions:

1)Are they liable for lost shipments?  - I found this in their policy ---->

MISSING ITEM(S), WRONG ITEM(S) OR INCORRECT PACKAGE SENT

^ It does not relate to lost shipments/packages In transit - which Is what the DNA Is based on.

RETURNS AND COMPENSATION PROCESS

Self-explanatory.

Irrelevant to loss of goods In transit.

So if they require signature will need to sign with a different name or something?

Correct.

Be sure It's somewhat legible so when they check It, the name will not be associated to yours, hence "you" did not sign It.

Phone itself is 215 grams but with charger/accessories box probably could reach 500 grams, not sure though cause I can't find info about the whole package weight.

The maximum weight to EB It Is 120 grams.

Thanks again for assisting me @mothered

You're welcome.

[mammta21]

So digging deeper into the shop website policy I was able to find this: We are not liable for packages lost due to incomplete or inaccurate addresses. All orders reported as "delivered" by shipping companies are considered delivered. We cannot be made liable of non-delivery in this case.
So if this is the case would DNA still work? If not with the shop maybe directly with paypal?

[mothered]

All orders reported as "delivered" by shipping companies are considered delivered. We cannot be made liable of non-delivery in this case.

They're using GPS/tracking Information to mark packages delivered and as such, they're releasing themselves from liability for loss of goods.

So if this is the case would DNA still work?

As per above.

If not with the shop maybe directly with paypal?

PayPal tends to side with the seller based on tracking confirmation.

[mammta21]

I see, thank you for the tips. So I guess there is no way for DNA on this product. Any other method for SEing it?

[mothered]

So I guess there is no way for DNA on this product.

As stated, they're not responsible for loss of goods during transit.

Any other method for SEing it?

The sealed box and the wrong Item received.

[mammta21]

Thanks a lot! So the sealed box won't be possible as the product was used for testing/review and sold at discount so has already opened box. I guess last resort is the wrong item received? the only thing is by using that method, paypal will side with me? even if the main product still shows delivered to me?

[mothered]

I guess last resort is the wrong item received? the only thing is  by using that method, paypal will side with me? even if the main product still shows delivered to me?

even if the main product still shows delivered to me?

^ It doesn't mean the correct product was delivered to you.

That's the point of the wrong Item received method - to claim a different Item was received to what was originally ordered. So If all else fails, you'd file a SNAD claim with PayPal.