Refund policy

Return & Refund Policy

1. Policy Overview

We stand behind the quality of every product we manufacture. If you receive products that are defective, damaged in transit, or not in conformity with your confirmed order specifications, we will work with you to resolve the issue promptly — through replacement, repair, or refund based on the circumstances.

This policy applies to all B2B orders. We encourage you to read it carefully and contact your account manager if you have any questions before placing an order.

2. What Is Covered

We accept return and refund requests under the following conditions:

Upon Delivery — Quality Issues

Products arrive with manufacturing defects
Products are damaged during transit (with valid damage documentation)
Products shipped do not match your confirmed order — wrong model, quantity, or specification

During Warranty Period

Products fail due to manufacturing defects covered under our standard warranty terms
Warranty claims are processed through our After-Sales support system, not through standard return

3. What Is Not Covered

The following are not eligible for return or refund:

Order discrepancies not reported within the inspection window (see Section 5)
Damage caused by improper installation, misuse, unauthorized modification, or failure to follow installation guidelines
Products damaged due to storage conditions that do not meet specified requirements
Normal wear and tear, cosmetic damage that does not affect functionality
Products ordered incorrectly due to buyer error (wrong model, wrong voltage, etc.) — please double-check your specifications before confirming your order
Custom/OEM orders produced to your specifications (unless a manufacturing defect is confirmed)
Products whose serial numbers have been removed, altered, or cannot be verified
Claims submitted without the required supporting documentation

4. Inspection Window

You must inspect your shipment promptly upon delivery.

Inspection Stage	Timeline	What to Check
External inspection	Upon delivery	Number of packages, visible damage to outer packaging
Full inspection	Within [X] business days of delivery	Concealed damage, missing items, product defects, specification mismatches

Any issues found during external inspection should be noted on the delivery receipt before signing.
For concealed damage or defects discovered during full inspection, you must report to us in writing within the inspection window.
Claims submitted after the inspection window cannot be accepted. We recommend opening and inspecting all products as soon as possible after delivery.

5. How to Submit a Return Request

To initiate a return or report a quality issue:

Step 1: Gather Documentation
Prepare the following:

Clear photos and/or video showing the issue
Photos of the product label and serial number
Photos of the outer and inner packaging
Copy of the original order number and packing list
A brief written description of the issue

Step 2: Submit Your Request
Send the documentation through one of these channels:

Support Ticket System: [Link to ticketing portal]
Email to Account Manager: Your dedicated contact will guide you through the process
General Support Email: [support@yourcompany.com]

Step 3: Our Assessment
Our quality team will review your submission within [X] business days. We may:

Approve the return, replacement, or refund directly
Request additional information, photos, or test data
Arrange a remote diagnostic session with our engineers for technical issues
In some cases, arrange a third-party inspection

Step 4: Resolution
Once assessed, we will confirm the resolution:

Replacement: New units shipped to you
Repair: Arranged at an authorized service point or via return-to-base
Refund: Credit note or bank transfer as agreed
Rejection: If the claim does not meet policy conditions, with a clear explanation

6. Return Shipping & Costs

Scenario	Return Shipping Cost	Responsibility
Confirmed manufacturing defect	We cover	We arrange or reimburse
Transit damage (properly documented)	We cover	We arrange or reimburse
Wrong item shipped (our error)	We cover	We arrange or reimburse
Buyer-ordered incorrectly	You cover	You arrange and bear all costs
Change of mind / no longer needed	Not accepted	N/A

For approved returns, we will provide return shipping instructions, including carrier pickup or designated return address.
Products must be returned in their original packaging or equivalent protective packaging. Any additional damage caused by inadequate return packaging is your responsibility.
Do not return products without prior written authorization. Unauthorized returns will not be accepted and may be returned to you at your cost.

7. Refund Process

Credit Note: Issued within [X] business days after the return is received and inspected. Credit notes can be applied to future orders.
Bank Transfer Refund: Processed within [X] business days after approval. Please provide your bank details accurately.
Refunds are made to the original paying entity unless otherwise agreed in writing.
For orders paid via L/C, refunds will follow the terms negotiated at the time of order.
Refund amount will be for the product value only, unless the issue was caused by our error — in which case reasonable verified shipping costs may also be covered.

8. Replacement Shipments

Replacement products will be dispatched using the same shipping method as the original order unless urgency dictates otherwise.
We will cover the shipping costs for replacement of confirmed defective or wrong items.
Replacement lead times follow our standard order processing timeline. Expedited production can be requested for urgent cases.

9. Custom & OEM Orders

Due to the customized nature of OEM/ODM orders:

Before production: Order cancellations or specification changes may be accepted within [X] days of order confirmation, subject to recovery of any costs already incurred.
After production has started: Cancellations are not accepted. We will fulfill the order as confirmed.
After delivery: Only confirmed manufacturing defects are eligible for return or refund. Specification preferences or market suitability are not grounds for return on custom orders.

10. Warranty vs. Return

For clarity, there are two separate processes:

Process	Applies When	Where to Go
Return & Refund	Initial delivery — wrong, damaged, or defective products	This policy
Warranty Claim	Product fails during the warranty period	After-Sales & Support portal