After-Sales Support
Return and Exchange Policy
Return and Refund Standards and Claims Process for Cross-Border B2B Trade
Return and Exchange Policy
- 1If the product has manufacturing defects or quality issues, you can apply for a return or exchange within 30 days of delivery.
- 2For damage caused during shipping, submit photos and file a claim within 7 days of delivery.
- 3Returns and exchanges are not accepted for non-quality issues (e.g., incorrect model or color selection).
- 4Custom products (OEM/ODM) are eligible for repair or replacement due to quality issues; returns are not accepted.
Quality Issue Claim Process
- 1Step 1: Immediately capture photos or videos to document the quality issue details.
- 2Step 2: Submit your claim to your agent within 7 business days, including photo or video evidence.
- 3Step 3: We will confirm the issue and provide a solution within 3 business days.
- 4Step 4: Execute restocking, refunds, or order credits based on the plan.
- 5Step 5: Archive records after claim completion for future quality improvement.
Repair Instructions
- 1For minor quality issues (e.g., cosmetic defects, missing accessories), prioritize sending replacement parts or repairs.
- 2Repair costs are borne by the responsible party: manufacturing defects are covered by us, shipping damage is covered by the carrier.
- 3The repair cycle is typically 7-15 business days, depending on product complexity.
- 4Additional shipping costs incurred during the repair period will be shared by mutual agreement.
Important Notes
- 1Keep the complete outer packaging and packing slip as important proof for claims.
- 2For bulk orders, we recommend purchasing cargo insurance to cover accidental losses during transit.
- 3Cross-border returns involve international shipping costs. We recommend prioritizing reshipment or credit options.
- 4All claims must be submitted in writing (via email). Verbal communication is not accepted as official documentation.
Need after-sales support?
For quality issues or to file a claim, please contact your dedicated agent promptly.
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