Return, Refund & Dispute Resolution Policy

Welcome to our platform. As a professional trading website dedicated to B2B (business-to-business) global cross-border trade and bulk commodity sourcing, we fully understand the complexities of cross-border supply chains. To safeguard the commercial rights and interests of global buyers and sellers and mitigate international trade risks, this platform has formulated these Return, Refund, and Dispute Resolution terms in accordance with relevant international trade practices, basic principles of maritime law, and the Global Sources dispute mediation mechanism.

Please read and understand all the following content completely and carefully before submitting any purchase orders, signing a Proforma Invoice, or arranging payment. Once you complete a payment or confirm an order on this platform, you are deemed to have fully agreed to all the terms of this policy.

1. Order Cancellation & Modification

Once a B2B bulk trade order is confirmed, cancellations without cause are generally not accepted. The specific execution standards are as follows:

• Standard In-Stock Orders (Unshipped): After the buyer completes the payment, if the seller has not yet arranged warehouse picking or transferred the goods to a logistics service provider, the buyer may apply to cancel the order. A full refund may be granted upon verification by the customer service team and the warehouse that no actual costs have been incurred.
• Customized Orders (OEM/ODM): For customized products involving enterprise logo silkscreen printing, special packaging customization, or non-standard specification mold development, once the buyer pays the deposit and the factory begins production, or raw materials have been purchased and warehoused, the order will not be accepted for cancellation, modification, or mid-way refund under any circumstances.
• Shipped Orders: Once the goods leave the seller's warehouse or are delivered to the international freight forwarder (incurring domestic or international freight charges), the order will be locked and cannot be suspended, intercepted, or canceled.

2. Eligibility Criteria for Refunds & Returns

Given the long logistics cycles and high transportation and tariff costs of cross-border bulk commodities, this platform does not support "returns without reason." The refund or return process can only be initiated if the received goods meet the following specific conditions and the request is raised within the specified timeframe:

1. Severe Quality Defects or Loss of Functionality: The product has non-artificial core functional failures, batch physical damages, or major safety hazards caused during the manufacturing process. This does not include damages caused by international long-distance transportation collisions (which should be attributed to the freight forwarder or insurance company) or improper use by the buyer.
2. Material Deviation from Agreed Specifications: The received goods have major, observable deviations from the formally signed contract (or final confirmed pre-production sample) in terms of key technical parameters, materials, core functions, product models, or quantities.
3. Malicious Infringement and Counterfeit Goods: If the buyer has conclusive evidence proving that the received goods are counterfeit registered trademarks, pirated, or infringe upon the legal intellectual property rights of a third party, the platform will initiate an emergency full refund procedure.
4. Severe Delivery Delays Beyond Force Majeure: Delays in shipment caused unilaterally by the seller, excluding force majeure factors such as natural disasters, wars, national policy adjustments, customs inspections and detentions, or port strikes, which exceed the agreed grace period in the contract and render the buyer's contractual purpose unachievable.

3. Cross-Border Dispute Resolution & Mediation Process

If disputes arise during the performance of the contract and the buyer and seller cannot reach an agreement through negotiation, the platform will initiate a mandatory "Third-Party Escrow Mediation Process":

• Phase 1 (Initiating a Dispute): The buyer must submit a dispute application within the official system dashboard, clearly listing the claim requests (e.g., full refund, partial refund and keep goods, free replacement, etc.).
• Phase 2 (Burden of Proof): We adhere to the principle of "he who asserts must prove." After initiating a dispute, the buyer must cooperate by providing high-definition physical photos meeting arbitration standards, complete unboxing videos (which must include the outer packaging label and intact seals), or formal inspection reports issued by internationally recognized third-party testing agencies (such as SGS, TUV, etc.).
• Phase 3 (Escrow Intervention): The platform's dispute review panel will intervene within 3 to 5 business days after receiving complete evidence from both parties. During this period, the corresponding order payment in the platform's escrow account will be frozen until the arbitration result is issued.
• Phase 4 (Execution of Ruling): The platform will make a final ruling based on the trade contract, written communication records, and objective physical evidence. Once ruled, the escrowed funds will be strictly released or refunded via the original payment method according to the arbitration outcome.

4. Allocation of International Logistics Freight & Tax Expenses

When returning or replacing goods is involved, the allocation standard for related expenses strictly follows these divisions:

5. Refund Method & Timelines

Once a refund agreement is reached or a platform arbitration ruling takes effect, all funds will follow the "original route refund" principle. Due to cross-border financial institution settlements, specific arrival times are subject to the processing cycles of banks in various countries:

• International Credit/Debit Card: 3 - 7 business days. The final posting time depends on your issuing bank's foreign exchange settlement efficiency.
• Cross-Border Bank Wire (T/T): 5 - 10 business days. Arrival time may be extended due to Intermediary Bank clearing.
• Mainstream Online Cross-Border Payment Tools: 1 - 2 business days.

6. After-Sales Service & Compliance Consultation

If you have any objections to any terms in this policy or the dispute resolution results, or encounter emergencies during the performance of the contract, please do not directly initiate a chargeback through external banks. Doing so may damage your corporate credit rating and result in your account being frozen by the system.

You can click the [Contact Customer Service] button on the webpage at any time, or contact our after-sales support and compliance team via the instant messaging tool in your dashboard. Upon receiving your inquiry, we will provide professional, end-to-end assistance at the first opportunity during business hours.