REFUND · RESEND · RETURN
Refund, Resend and Return Policy
B2B orders involve procurement, customization, handling and third-party transport. Each remedy is assessed against responsibility, evidence, cargo condition, governing conventions and accepted business documents.
1. Evidence and prompt notice
Report shortages, wrong goods, damage, quality issues or transport exceptions immediately with the order or air waybill number, package labels, photographs or video, affected quantities and signed delivery exceptions.
2. Air-cargo claims
International air claims are governed first by the applicable Warsaw System instrument or Montreal Convention 1999. Under MC99, written cargo-damage notice is generally due within 14 days and delay notice within 21 days; other Warsaw instruments may differ. Carrier claims are generally subject to a two-year time bar.
3. Eligible remedies
Verified wrong goods, shortages, material non-conformity, loss or serious damage within an agreed responsibility scope may qualify for refund, resend, repair, rework or another commercial remedy. Convention limits may cap transport recovery.
4. Exclusions and returns
Unapproved specifications, normal tolerance, insufficient packaging, inherent defect, customs action, consignee refusal, force majeure, late notice, missing evidence, used goods and unauthorized returns generally do not qualify for an unconditional remedy. Every return requires prior written authorization.
5. Customized and bulk orders
ODM, POD, branded packaging, approved samples, commenced bulk production and incurred third-party costs are normally non-cancellable and non-refundable unless a confirmed supplier breach applies.
6. Insurance and payment route
Cargo insurance is separate from limited carrier liability. Approved refunds normally return through the original payment route or are credited by written agreement, without duplicate recovery.