FAQ: Refunds
Q1: Do you offer refunds?
A1: Yes, we offer refunds under specific conditions. Refunds are processed based on our agreed terms, which ensure fairness for both parties.
Q2: Under what circumstances can I request a refund?
A2: Refunds are available in the following scenarios:
- Production Delay: If we fail to meet the agreed production or shipping timeline.
- Quality Issues: If the products do not meet the agreed specifications or quality standards (with supporting evidence such as photos or inspection reports).
- Order Cancellation: If you cancel the order before production begins.
Q3: What is the refund process?
A3: The refund process typically follows these steps:
- Request Submission: Contact us with the order details and the reason for your refund request.
- Review: We will review your request and may ask for additional information, such as photos or documentation.
- Approval and Processing: Once the request is approved, the refund will be processed within 7-14 business days.
Q4: Are there any non-refundable cases?
A4: Refunds may not be available in the following situations:
- Custom products that have already entered production.
- Orders canceled after production is complete.
- Quality issues caused by improper handling or use after delivery.
Q5: How will the refund be issued?
A5: Refunds will be issued using the original payment method:
- For T/T payments, refunds will be sent to the original remitting bank account.
- For payments via Alibaba Trade Assurance, refunds will be processed through Alibaba’s system and returned to the original payment source.
Q6: Can I get a full refund for a deposit?
A6: Deposits are typically non-refundable once production begins, as they cover material preparation and production setup. However, if the order is canceled before production, the deposit may be refunded.
Q7: How long does it take to process a refund?
A7: Refund processing time may vary depending on the payment method:
- For T/T payments, it takes approximately 7-14 business days.
- For Alibaba Trade Assurance, the processing time depends on Alibaba’s policies, typically taking up to 14 business days.
Q8: What should I do if I believe I am eligible for a refund?
A8: Please contact us immediately with the details of your order, payment proof, and the reason for the refund request. Our team will assist you in resolving the issue promptly.