Request for a Refund for a Purchase Made One Year Ago
On July 3, 2024, I placed an order for a tent in pre-sale from the Exodoutdoor brand's Instagram shop, worth RMB16,085.93. Since this was my first purchase on an overseas website, I accidentally entered an incorrect email address. As a result, I did not receive the order confirmation email. I became worried and sent multiple emails to Exodoutdoor to confirm my order, and they replied confirming the order.
This tent was a gift for my father, who really likes the brand. Additionally, he wanted to know if Exodoutdoor was considering expanding into international markets, so he asked me to inquire about the possibility of becoming a distributor for the brand in China. In August 2024, I sent several emails to the brand regarding this matter. Exodoutdoor responded saying that they would be open to discussing distribution if I provided details about our company. I explained that my father is an interior designer and a social media influencer, and he wanted to promote the brand on Douyin (the Chinese version of TikTok). However, after presenting this idea, I did not receive any further response, and I gave up on the idea of becoming a distributor. At no point did they accuse me of fraud, so I assumed that my inquiry was fine.
Three months later, in November 2024, I sent more emails asking for updates on my order. Exodoutdoor responded, stating that the shipment would happen by the end of the year. However, by May 2025, I still had not received the product, so I sent more follow-up emails. In May 2025, Exodoutdoor requested my ID information due to counterfeiting concerns in China. As ID cards are very sensitive in China, I sent them a version of my ID with a watermark to prevent misuse. After this, Exodoutdoor sent me a photo of my package, confirming that it had arrived in Hong Kong and was being processed for customs clearance. They did not mention any issues with the watermark on my ID photo and did not ask for a version without the watermark.
By July 2025, a full year after my order, I still had not received the tent. I began sending frequent emails, Instagram messages, and leaving comments under their official posts, but received no response. Only after I posted a review on Trustpilot in August 2025 did Exodoutdoor finally reply. They informed me that all orders to China had been temporarily frozen and that they were unsure when they would be shipped. They also requested my ID information again. After waiting for a year without receiving the product, I made it clear in my email that I wanted a refund and no longer wanted the product. Still, I received no response.
The next day, I received an email telling me that I had been permanently blocked by the brand. They stated that my inquiries regarding distribution, as well as the watermark on my ID, led them to suspect that I was a fraudster. As a result, my order was permanently frozen, and neither shipment nor refund would be processed.
At 1 a.m. that same day, I responded with a formal explanation of the situation, attaching a version of my ID without the watermark, along with photos of my bank card and ID together. I also explained my professional background and clarified that there was no intention of fraud. However, Exodoutdoor still did not reply.
I am a legitimate Chinese citizen and I am not a fraudster. My father genuinely liked the brand's design, which is why I purchased the tent for him. We never had any intention of copying their products and had no technical expertise to do so. After waiting for a year without receiving the product, it is completely reasonable for me to request a refund. The brand cannot simply block me and withhold my money without concrete proof of fraud. They only have suspicions, which I have clarified. Furthermore, I have not received the product, and since my order is now permanently frozen, I will never receive it. I believe the brand has no right to unjustly withhold my money.