Refund policy

 

Effective date: 20 October 2026.

This policy covers our business customers' claims about products and services we handle. Your own customer obligations remain separate. Contact us before promising a remedy on our behalf or returning goods.

1. Tell us what happened

Email your order number, affected SKU and quantity, tracking reference and a description of the problem. Include relevant photos of the item, packaging and label. A video may help explain a functional defect. We may request reasonable additional evidence.

Keep the goods and packaging while we review the claim. Omit unrelated sensitive customer information. We consider the evidence reasonably available; a missing unpacking video does not by itself invalidate a claim.

2. When to contact us

Report visible damage, incorrect products or missing items promptly and normally within 30 calendar days after delivery. This is the standard reporting window for those issues, not a blanket expiry of all rights. Tell us about a hidden defect promptly after discovery. Applicable mandatory rights, a timely notified claim and an agreed warranty are not removed by this window.

A route or supplier may have an earlier deadline for preserving third-party recovery. We must disclose a material earlier deadline before you accept the relevant service. It does not automatically eliminate a claim arising from our own error. For an undelivered parcel, follow the overdue and loss process in our Shipping and Delivery Policy.

We aim to acknowledge a claim within 2 business days after receiving enough information to identify and assess it. Complex supplier or carrier investigations may take longer. We will explain the information still needed and the next step; acknowledgment is not approval of a refund.

For this policy, business days mean Monday to Friday, excluding public holidays in mainland China. Times are China Standard Time, UTC+8.

3. Cancellations and change of mind

Ask to cancel before procurement or warehouse work begins. We will confirm what can still be stopped. If no goods have been purchased or authorized costs incurred, the unused payment is refundable. Otherwise, we will itemize completed services and documented nonrecoverable commitments, seek available recovery and refund the balance.

Change of mind, unsold stock or a wrongly selected SKU does not automatically require a buyback of correctly supplied goods. We can discuss available return options. Authorized custom work may create nonrecoverable costs, but this does not excuse defective or incorrectly performed work.

4. Remedies and responsibility

If our verified sourcing or fulfillment error causes the wrong item, a shortage or damage, we will propose a proportionate remedy such as supplying the missing item, replacing the affected goods or refunding the affected amount. We bear reasonable correction and related delivery costs attributable to our error. A minor, usable part issue may be resolved by an agreed partial refund or replacement part rather than replacement of an entire order.

For a supplier defect, we will review the agreed specifications and inspection scope and pursue the relevant supplier remedy. For transport loss or damage, we will assist with the carrier or insurer claim under the terms disclosed before booking. Our responsibility for an inspection or handling failure is assessed separately. Insurance is included only when confirmed.

Costs resulting from inaccurate customer instructions, misuse after delivery or an agreed and documented specification variation are assessed according to the evidence. We will not classify a material defect as a change-of-mind request merely because it is inconvenient to return. We will explain the decision and calculation rather than promise every claim a full refund.

5. Approved refunds and resends

After a refund is approved and any agreed return conditions are met, we will initiate it within 5 business days. We normally use the original payment method where available. Any different method or account credit requires your agreement. The receiving bank or payment provider controls posting time; we will provide a payment reference when available.

Refund amounts and any legitimate deduction will be explained in writing. Currency conversion or third-party payment charges may affect the amount received only where the relevant term was disclosed, agreed and lawful. We do not deduct a penalty simply because you raised a claim.

A replacement or resend requires confirmation of the item, address, availability and delivery method. We will confirm the expected processing time and who pays any additional charges before arranging it.

6. Return authorization

Obtain written return authorization before shipping. We will provide the correct address, reference, packing requirements, deadline and agreed cost allocation. Do not use our registered business address or a label's sender address as an assumed returns address.

Use a trackable method and retain the receipt. Do not falsely declare the contents or value. Depending on the location and condition of the goods, a supported refund or replacement without a physical return may be more practical; we will confirm that decision in writing. If a return is required because of our verified error, we will agree a reasonable return method and cover the corresponding reasonable cost.

7. Review of a disputed decision

To request review, reply with the order reference, disputed decision and additional evidence. We will reconsider the facts. This process preserves rights under applicable law and your payment agreement. We may prevent duplicate reimbursement for one loss, but a legitimate complaint does not trigger an automatic account ban.

Contact

Sourcing Agent Pro
No.5 Jugong Road, Xixin Street, Binjiang Area, Hangzhou, Zhejiang, China.
Email: inquiry@sourcingagentpro.com