RETURNS & CLAIMS
If an order has a shortage, transit issue, specification concern, or suspected defect, contact our team promptly. We use the order record, lot information, photos, samples, and shipping documents to investigate the issue and agree on an appropriate resolution.
Our review process
A complete and traceable case allows the right production, quality, or logistics team to investigate efficiently.
01Open and acknowledge the case
We record the order, affected product and quantity, issue description, contact person, and immediate safety or delivery concern.
02Verify the evidence
The team checks specifications, approvals, lot or batch data, packing, photographs, samples, carrier records, and the applicable claim period.
03Investigate the source
We coordinate with the relevant production, quality, packing, or logistics parties and compare the evidence with the confirmed order.
04Confirm the outcome
The investigation result, corrective action, and any agreed replacement, credit, refund, or other remedy are documented in writing.
Evidence to send with a claim
Do not discard the goods, cartons, labels, or records while a case is being reviewed.
- Order, quotation, invoice, and packing-list numbers
- Product name, affected quantity, and issue description
- Lot, batch, carton-label, and traceability information
- Clear photographs or video of goods and packaging
- Carrier delivery record for visible damage or shortage
- Retained samples or test information when reasonably requested
Contact us before returning goods
Do not return goods without written return authorization and shipping instructions. The team first needs to identify the goods, confirm the receiving location, preserve traceability, and determine whether inspection or retained samples are required.
Safety or serious quality concerns
Stop using and distributing the affected goods, isolate them, preserve traceability information, and notify us immediately. Do not destroy or dispose of the goods unless instructed or required by an appropriate authority.
Possible resolutions
If a claim is accepted, the written resolution may include replacement of affected goods, an agreed credit, refund, corrective action, or another remedy appropriate to the evidence and accepted sales terms. Those terms determine responsibility for freight, inspection costs, duties, and related expenses.
Conditions that may affect a resolution
Eligibility depends on the accepted order terms, reporting period, product condition, and cause. Customized, opened, used, or storage-sensitive goods require careful review. Improper storage or handling, alteration, misuse, expired shelf life after delivery, unauthorized relabeling, or conditions occurring after risk transfer can affect the outcome.
Start with a complete requirement brief
Send the product or reference, specifications, quantity, destination, intended use, packaging and labeling needs, requested documents, and target schedule. Our team will confirm availability, MOQ, lead time, customization options, documentation, and shipping basis.