At Jinan Hongyuan Hai Import & Export Trading Co., Ltd. (“we,” “our,” or “us”), customer satisfaction is our top priority. We strive to provide high-quality products and services. However, we understand that there may be occasions when you need to return or exchange an item purchased from us. This Return & Exchange Policy (“Policy”) outlines the conditions, procedures, and responsibilities related to returns and exchanges to ensure a smooth and transparent process for our valued customers.
This Policy applies to all purchases made from our company, including products purchased through our official channels, in-store or online, and applies to both individual and business customers.
1. General Principles
- Customer Satisfaction: We are committed to ensuring that customers are satisfied with their purchases. If a product does not meet your expectations, is defective, or damaged, you are eligible to request a return or exchange under the conditions outlined in this Policy.
- Fairness and Transparency: All returns and exchanges will be handled fairly and in a timely manner, in accordance with this Policy.
- Compliance: All return and exchange requests must comply with this Policy. Any return or exchange not meeting the specified conditions may be rejected.
2. Eligibility for Returns and Exchanges
To qualify for a return or exchange, the product must meet the following criteria:
- Purchase Proof: The item must be accompanied by proof of purchase, such as an invoice, receipt, or order confirmation.
- Time Frame: Requests for returns or exchanges must be submitted within 30 days of the delivery date.
- Condition of Product: The product must be in its original condition, unused, unwashed, and with all original packaging, tags, labels, and accessories intact.
- Non-Returnable Items: Some products are non-returnable for hygiene, safety, or regulatory reasons, including but not limited to:
- Customized or personalized items
- Perishable goods (if applicable)
- Items clearly marked as final sale
3. Defective or Damaged Products
- If you receive a product that is defective, damaged during shipping, or not as described, please contact us immediately.
- Provide detailed information about the defect or damage, including photos or videos, to facilitate the review process.
- We will evaluate the claim and, if approved, offer one of the following solutions:
- Replacement with the same product at no additional cost
- Full refund of the purchase price, including any applicable shipping fees
Note: Defective or damaged products must be reported within 7 days of delivery. Failure to report within this period may affect eligibility for a return or exchange.
4. Return Procedure
To initiate a return, please follow these steps:
- Contact Us: Reach out to our customer service team using the contact information provided below. Include your order number, product name, and reason for return.
- Return Authorization: After verification, we will provide a Return Authorization Number (RAN) and instructions on how to return the product. Returns without an RAN may not be accepted.
- Packaging: Ensure the product is securely packaged to prevent damage during transit. Include all original packaging, manuals, and accessories.
- Shipping: The customer is responsible for shipping costs unless the return is due to a defective or damaged product, in which case we will cover the return shipping fee.
5. Exchange Procedure
- Request an Exchange: Contact our customer service team to request an exchange. Provide your order details, the product you wish to exchange, and the replacement item you prefer.
- Approval: Upon approval, we will issue an Exchange Authorization Number (EAN) and provide instructions for returning the original product.
- Shipment of Replacement: Once we receive the returned product and verify its condition, we will ship the replacement item to you. Shipping costs for the replacement will be borne by us if the exchange is due to defective, damaged, or incorrect items.
- Partial Exchanges: In cases where only part of the order is being exchanged, shipping fees and additional costs may be adjusted accordingly.
6. Refund Policy
- Eligible Refunds: Refunds will be issued for returned items that meet the conditions outlined in this Policy.
- Refund Method: Refunds will be processed using the same payment method used for the original purchase whenever possible.
- Processing Time: Refunds may take up to 14 business days to process after the returned product has been received and inspected.
- Deductions: Any shipping fees originally paid by the customer for non-defective items may not be refunded.
7. Exceptions and Special Cases
- Promotional or Discounted Items: Products purchased under promotions, discounts, or special offers may have specific return or exchange limitations. Please check the terms and conditions associated with the promotion.
- Incorrect Address or Delivery Issues: If a return or exchange is required due to incorrect shipping information provided by the customer, shipping costs will be borne by the customer.
- International Orders: For orders shipped internationally, customers are responsible for customs duties, taxes, and return shipping fees, unless otherwise agreed.
8. Customer Responsibilities
Customers are expected to:
- Provide accurate and complete information for returns and exchanges.
- Follow the procedures outlined in this Policy.
- Ensure returned products are securely packaged to prevent damage.
- Report defective or damaged products promptly.
Failure to adhere to these responsibilities may result in the rejection of return or exchange requests.
9. Company Responsibilities
Jinan Hongyuan Hai Import & Export Trading Co., Ltd. is responsible for:
- Processing all return and exchange requests in a timely and fair manner.
- Covering shipping costs for returns or exchanges due to defective, damaged, or incorrect items.
- Issuing refunds or replacements promptly after verifying eligibility.
- Maintaining clear communication with customers throughout the return or exchange process.
10. Dispute Resolution
In the event of disputes related to returns, exchanges, or refunds:
- Customers should first contact our customer service team for resolution.
- If the dispute cannot be resolved amicably, it may be escalated to mediation or arbitration under the governing law outlined below.
- Documentation of all communications, proofs of purchase, and product condition will be required to facilitate dispute resolution.
11. Contact Information
For all inquiries regarding returns, exchanges, or refunds, please contact our customer service team using the following information:
Jinan Hongyuan Hai Import & Export Trading Co., Ltd.
Address: Room 914A1, Unit 1, Building 3, Hechang Xinyue Plaza Project, No. 3699 Huayuan East Road, Lixia District, Jinan, Shandong, China
Email: [Contact Email Not Provided]
Phone: [Contact Number Not Provided]
Our customer service team is available to respond promptly to all requests and ensure that your return or exchange experience is as smooth as possible.
12. Governing Law
This Return & Exchange Policy is governed by the laws of the People’s Republic of China. Any disputes arising from the interpretation or execution of this Policy will be subject to the exclusive jurisdiction of the courts in Jinan, Shandong Province.
13. Amendments
We reserve the right to amend this Policy at any time to reflect changes in company practices, legal requirements, or customer service improvements. Any changes will be effective immediately upon posting to our website or notifying customers through our official communication channels.
14. Acknowledgment
By purchasing products from Jinan Hongyuan Hai Import & Export Trading Co., Ltd., you acknowledge that you have read, understood, and agreed to this Return & Exchange Policy. You accept the terms and conditions outlined herein and agree to comply with the procedures for returns, exchanges, and refunds.