At Wenzhou Aike Sign Co., Ltd., we are committed to providing high-quality products and services to our customers. We formulate this Refund Policy to clarify the refund conditions and procedures, ensuring fair and transparent transactions for both parties.
Refund Conditions
Refunds will only be provided under the following circumstances, and we will not accept refund requests that do not meet the conditions:
- Product quality issues: The product has inherent quality defects (such as material non-compliance, manufacturing errors, failure to meet the agreed specifications) that affect normal use, and you provide valid proof (such as photos, videos, third-party testing reports) within 7 working days after receiving the goods.
- Incorrect delivery: We deliver the wrong product (different from the order specifications, models, or designs) due to our own mistakes, and you provide proof within 3 working days after receiving the goods.
- Customized products: For customized sign products, refunds will only be provided if there are serious quality defects or wrong customization caused by our mistakes. Refunds will not be provided due to changes in your needs, incorrect information provided, or dissatisfaction with the design (we will confirm the design and specifications with you before production).
Non-Refundable Circumstances
- Products without quality issues, such as products that are intact, consistent with the order requirements, and meet the agreed quality standards.
- Damage to products caused by improper use, storage, or transportation by you or the logistics company (excluding damage caused by our packaging problems).
- Customized products that are produced in accordance with your confirmed design and specifications, but you are dissatisfied with the effect or no longer need them.
- Refund requests not submitted within the specified time limit, or without valid proof of quality issues or incorrect delivery.
Refund Procedures
- Submit a refund request: If you meet the refund conditions, please contact our customer service team via email or phone within the specified time, and provide your order number, product photos/videos, and detailed descriptions of the problem.
- Verification and confirmation: Our team will verify the problem within 5 working days after receiving your request. If the problem is confirmed, we will notify you of the refund plan (full refund, partial refund, etc.).
- Return of goods (if necessary): For quality issues or incorrect delivery, we may require you to return the product. The return shipping cost will be borne by us. You need to send the product back to the address we specified within 7 working days after confirming the refund plan, and provide the logistics tracking number.
- Refund processing: After we receive the returned product (if required) and confirm its condition, we will process the refund within 7-10 working days. The refund will be returned to your original payment account, and the arrival time depends on the processing speed of your bank or payment platform.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Notes
When applying for a refund, please ensure that the product is intact (except for quality defects), and the original packaging, accessories, and certificates are kept complete. If the product is damaged or missing parts due to your reasons, we have the right to deduct the corresponding fees from the refund amount.