Returns & Exchanges Policy
Policy Scope: This policy applies to all wholesale (B2B) and custom (OEM/ODM) orders.
Return Eligibility
You are eligible for a return if:
- Within 30 days of receipt for quality issues or manufacturing defects (functional defects)
- Product materially deviates from confirmed specifications (size, material, function, standards, etc.)
- Wrong item shipped (wrong model, configuration, quantity beyond tolerance)
- Visible damage or shortage during transit (report within 48 hours of delivery)
❌ Non-Returnable Items
- Custom Products (OEM/ODM): Products customized with your logo, specific colors, or unique packaging cannot be returned unless functionally defective.
- Clearance Items: Unless otherwise agreed in writing, clearance items are final sale.
- Buyer's Remorse: Change of mind, ordering errors, or refusal to pay customs duties are not eligible for return.
- Tampered Items: Products disassembled, modified, or altered by the buyer are not eligible for return.
Return Process (RMA System)
Step 1: Contact Support
Within 7 days of delivery, contact our support team:
- Email: kyx9320@163.com
- WhatsApp: +86 133 9765 5758 / +86 191 8670 6454
- Provide order number, reason for return, and clear photo/video evidence
Step 2: Get RMA Authorization
Our support team will review your request within 24-48 hours and provide via email:
- Return Merchandise Authorization (RMA) number
- Return address and packing instructions
Step 3: Ship the Return
Ship the item back within 14 days of receiving RMA:
- Use a trackable shipping service (DHL, FedEx, UPS, etc.)
- Clearly mark the RMA number on the package
- Keep the tracking number as proof
- Item must include all accessories and original packaging
⚠️ Customs Declaration: For international returns, mark the parcel as "Returned Goods – No Commercial Value" to avoid duties. If duties occur due to incorrect declaration, they will be deducted from your refund.
Step 4: Inspection & Refund
After our warehouse receives your return, we will inspect:
- Refund will be processed within 5-10 business days after inspection
- Refund will be issued to your original payment method
- Your bank/payment provider may take an additional 5-15 business days to post the credit
⚠️ Cost Deductions:
- Original shipping fees (if any) are non-refundable unless return is due to our error
- Missing accessories or damaged packaging may result in reasonable deductions
- Bank fees, payment processing fees, and currency exchange losses are non-refundable
Cost Responsibility
| Reason | Shipping Cost | Return Shipping |
|---|---|---|
| Quality Defect | ✓ We pay | ✓ We pay |
| Wrong Item Shipped | ✓ We pay | ✓ We pay |
| Transit Damage | ✓ We pay | ✓ We pay |
| Buyer's Remorse | ✗ Buyer pays | ✗ Buyer pays |
| Ordering Error | ✗ Buyer pays | ✗ Buyer pays |
| Refused Customs Duties | ✗ Buyer pays + 20% fee | ✗ Buyer pays |
Exchange Policy
Due to the nature of B2B wholesale and custom orders, we do not offer direct exchanges.
If you need a replacement, please:
- First return the original item and receive refund following the process above
- Then place a new order for the desired item
- This ensures faster processing and accurate inventory management
Order Cancellation
Orders can be cancelled if:
- Once packing and shipping have started, cancellation is no longer possible
- Custom orders can be cancelled before specs are confirmed and production begins
Please contact us as soon as possible: kyx9320@163.com / WhatsApp: +86 133 9765 5758
Dispute Resolution
If you are not satisfied with our resolution, you can appeal:
- Appeal within 7 days of receiving our resolution
- Provide new evidence or detailed explanation
- We will re-review and provide a final decision within 48 hours
Contact Us
For any return/exchange questions, feel free to contact us:
- 📧 Email: kyx9320@163.com
- WhatsApp: +86 133 9765 5758 / +86 191 8670 6454
- 🕐 Working Hours: Monday-Friday, 9:00-18:00 (GMT+8)
- 📍 Return Address: Will be provided in RMA email
📌 Policy Updates: We reserve the right to modify this policy at any time. Significant changes will be notified via email or website notice.
Effective Date: May 3, 2026