Effective Date: [Insert Date]
Applicable to: All transactions conducted on [Your Website Domain], operated by [Your Company Legal Name] (“Seller” or “We”), between Seller and registered business buyers (“Buyer” or “You”).

1. Definitions

• Products: Any goods, merchandise, or materials listed for sale on the Website, including standard items, bulk orders, samples, and custom-manufactured products as defined in Section 6.
• Defective Products: Items that arrive damaged, flawed in material/workmanship, or non-conforming to the agreed specifications (e.g., incorrect size, color, or quantity as per purchase order).
• Non-Conforming Products: Items that do not match the descriptions, specifications, or samples provided by Seller at the time of order confirmation.
• Custom Products: Items specifically designed, manufactured, or modified to Buyer’s unique specifications, including but not limited to personalized branding, custom packaging, or proprietary designs.
• Lead Time: The period specified in the order confirmation for Seller to prepare and dispatch Products, which may vary based on product type and order complexity.

2. Scope of Policy

This policy governs all return and refund requests for wholesale transactions initiated by Buyer. By placing an order, You acknowledge and agree to the terms herein. For retail consumers, please refer to our separate Consumer Return Policy (if applicable).

3. Eligibility for Returns

3.1 Standard Non-Custom Products (In-Stock Items)

Buyer may request returns for non-defective, non-custom Products within 14 calendar days of receiving the shipment, subject to the following conditions:

• Products must be in original packaging, unused, undamaged, and with all labels/tags intact.
• Buyer must provide a valid order number and written request via email to [Customer Support Email].
• Returns for bulk orders (≥100 units) may require prior approval to ensure restock feasibility.

3.2 Defective or Non-Conforming Products

For Defective or Non-Conforming Products, Buyer must notify Seller within 7 business days of delivery. Evidence (photos, videos, or detailed descriptions of defects) must be provided for verification. Seller will cover return shipping costs in such cases.

3.3 Custom Products

Custom Products are not eligible for return or refund unless the defect is proven to be a result of Seller’s manufacturing error. Buyer must thoroughly review design proofs and sample products before approving full production.

3.4 Sample Orders

Samples ordered for quality evaluation may be returned within 30 days if unused, provided Buyer bears return shipping costs. Samples are non-refundable unless accompanied by a subsequent bulk order within 60 days.

4. Return Request Process

4.1 Step 1: Notification

Submit a return request via email to [Customer Support Email] within the eligibility period, including:

• Order number and date of purchase
• Detailed reason for return (defect, non-conformance, or standard return)
• Photographic evidence (for defective/non-conforming items)
• Quantity and SKU of items to be returned

4.2 Step 2: Seller Approval

Seller will respond within 3 business days with:

• Approval confirmation, including return shipping instructions
• Denial notice with reasons (if request is ineligible)
• Partial approval (if only a portion of items meets return criteria)

4.3 Step 3: Shipping Returns

• For standard/non-defective returns: Buyer is responsible for shipping costs and choosing a trackable shipping method.
• For defective/non-conforming returns: Seller will provide a pre-paid shipping label or reimburse approved shipping costs upon receipt of items.
• Ship returns to:
  [Sijiaolou No. 8 Industrial Park]
  [Huizhou Shengya Crafts Co.]
  [Luoyang Street, Boro County]
  [Huizhou City, Guangdong Province Zip code 516000]
  [China]

4.4 Step 4: Inspection & Processing

Upon receiving returned items, Seller will inspect within 5 business days:

• Approved items: Refund initiated or replacement shipped (at Buyer’s option for defective items).
• Disapproved items: Contact Buyer to arrange return or disposal (Buyer responsible for associated costs).

5. Refund Guidelines

5.1 Refund Methods

Refunds will be issued via the original payment method (credit card, PayPal, wire transfer, etc.) within 10-15 business days of inspection approval. For wire transfers, a 1% administrative fee may apply to cover bank charges.

5.2 Refund Amounts

• Defective/Non-Conforming Items: 100% refund of purchase price plus approved shipping costs.
• Standard Returns (Non-Defective):
  • Orders ≤50 units: Full refund minus a 15% restocking fee (to cover handling and depreciation).
  • Orders >50 units: Restocking fee negotiable based on product condition and resale potential.
• Custom Products: Refund only applicable if Seller is proven liable for defects (see Section 3.3).

5.3 Exclusions from Refunds

No refunds will be granted for:

• Products damaged due to Buyer’s misuse, neglect, or unauthorized modification.
• Delays in return shipment beyond the eligibility period.
• Currency conversion fees or exchange rate fluctuations.
• Custom duties, taxes, or import fees incurred by Buyer (unless specified otherwise in the order).

6. Special Cases for B2B Orders

6.1 Bulk Orders (≥100 Units)

• Pre-shipment Changes: Buyer may modify/cancel bulk orders within 48 hours of payment confirmation without penalty. After production begins, cancellation will incur a 30% processing fee.
• Post-shipment Returns: Requires Seller’s written approval. Buyer must demonstrate commercial impracticality of retaining the goods (e.g., marketability issues due to overstock).

6.2 Drop-Shipping Orders

For orders fulfilled directly to Buyer’s clients, returns must be initiated by the end-user through Buyer first. Seller will only accept returns from Buyer if items are unopened and in original packaging.

6.3 Product Recalls

In the rare event of a product recall due to safety or compliance issues, Seller will coordinate free returns and full refunds or replacements in accordance with international safety standards (e.g., CE, FDA).

6.4 Freight Shipping Orders

For palletized or container shipments:

• Return freight must be arranged by Buyer through a carrier approved by Seller.
• Damage claims must be filed with the shipping carrier within 24 hours of delivery, supported by official damage reports.

7. Buyer’s Obligations

• Timely Inspection: Inspect shipments immediately upon delivery and report defects/shortages promptly.
• Proper Packaging: Ensure returned items are packaged to prevent damage during transit (Seller is not liable for items damaged in return shipping due to inadequate packaging).
• Compliance with Procedures: Follow the return request 流程 outlined in Section 4; failure to do so may result in processing delays or denial.

8. Seller’s Responsibilities

• Transparent Communication: Respond to return requests within specified timeframes and provide clear instructions.
• Fair Inspection: Conduct inspections in good faith, using industry-standard quality control metrics.
• Compliance with Laws: Adhere to the United Nations Convention on Contracts for the International Sale of Goods (CISG) and applicable laws of the country where Seller is incorporated.

9. Dispute Resolution

Any disputes arising from this policy will be resolved through Good-faith negotiations between Seller and Buyer within 30 days.

10. Policy Updates

Seller reserves the right to modify this policy by posting updates on the Website. Revised terms will apply to orders placed after the effective date. Continuous use of the Website constitutes acceptance of all policy changes.

11. Contact Information

For questions or return requests, contact:
Email: info@shenyabiz.com
Phone: +86 175-2020-4499(Business hours:Mon-Fri 9:00AM – 5:30PM)
Mailing Address:Company Address:No.3 Longxi Street，West Goose Ridge Road, Huizhou, 516008, China

Legal Compliance Notes

• This policy incorporates international trade principles and should be reviewed by a legal advisor to ensure compliance with:
  • Local regulations in Buyer’s jurisdiction (e.g., EU Consumer Rights Directive for European buyers)
  • Export/import laws of relevant countries
  • Industry-specific standards (e.g., ISO for manufacturing defects)
• For custom manufacturing agreements, a separate written contract may supersede this policy for specific order terms.

By engaging in transactions on this Website, You acknowledge that You have read, understood, and agreed to the terms of this Return & Refund Policy.