Due to the logistical complexity and prohibitive costs associated with international freight and customs, our policy is designed to resolve issues locally whenever possible. We do not accept "change of mind" returns. Returns are exclusively reserved for verified, substantial quality defects that render the product unfit for its intended purpose.
Any claim regarding product quality or specification mismatch must be submitted within 7 business days of cargo arrival at the port of destination. Claims filed after this period will not be accepted. To initiate a claim, the buyer must provide:
Proof of Receipt: Clear photos/videos of the external packaging upon arrival.
Evidence of Defect: High-definition photos/videos showing the specific defect or mismatch against the provided specifications.
Traceability: The batch number or production date code found on the packaging.
Third-party Report (If applicable): For significant claims, a professional inspection report from a local agency may be required.
Given the complexities of cross-border logistics, we handle claims based on the following hierarchy:
Scenario A: Minor Variations (Within Industry Tolerance)
Industry standards (such as ±5% in dimensions or weight) apply to all materials. Claims based on these standard tolerances will be rejected.
Scenario B: Verifiable Quality Defect (Substantial)
Tier 1 (Replacement): We will prioritize sending replacement parts/materials in the next shipment.
Tier 2 (Partial Refund/Credit): If the defect is localized and repairable, we will offer a partial refund or store credit based on the percentage of affected goods.
Tier 3 (Return to Origin - Last Resort): Returns to our factory are prohibited without our explicit written authorization. If authorized, the buyer is responsible for all costs, including round-trip shipping, customs duties, and re-importation taxes.
Regional Policy Notes:
North America/Europe: Due to stringent environmental and waste disposal regulations, local disposal is often the most cost-effective solution. We will support local disposal verification in exchange for credit.
Other Regions: We strictly adhere to "No-Return" policies unless specifically mandated by local trade law or contract terms.
For all custom-manufactured products (e.g., specific sizes, tailored thicknesses, non-standard coatings), all sales are final. We will only address issues through technical support or corrective measures, not returns, unless there is a proven manufacturing error that violates the pre-approved technical specifications.
Our liability is limited to the value of the defective goods only. We are not responsible for any indirect costs, such as installation labor, construction delays, or lost business opportunities.
