Solarae Return & Refund Policy
Effective Date: November 6, 2024
Applicable Clients: All B2B clients paying via T/T (Wire Transfer) or PAY (PayPal/Credit Card).
1. Conditions for Returns
1.1 Accepted Cases:
Manufacturing Defects: Products with functional flaws (e.g., misaligned threads, sealing failure, material cracks).
Transportation Damage: Damage caused by improper packaging (requires carrier’s signed proof of delivery).
Shipping Errors: Products delivered do not match the ordered specifications.
1.2 Non-Accepted Cases:
Custom-designed products (e.g., caps produced with exclusive client-specific molds).
Client selection errors (e.g., incorrect size/material chosen).
Products that have been used, modified, or damaged due to improper storage.
2. Return Process
2.1 Step 1: Submit a Request
Time Limit:
Quality issues: Report within 7 business days of receipt.
Shipping damage: Report within 3 business days of delivery.
Required Evidence:
Clear photos/videos of defects.
Third-party inspection report (if disputed).
Packing list and signed delivery records.
2.2 Step 2: Return Authorization (RMA)
Solarae will review and issue a Return Merchandise Authorization (RMA) Number within 48 hours.
Unauthorized returns will be rejected, and shipping costs will be borne by the client.
2.3 Step 3: Return Shipment
Shipping Requirements:
Use Solarae-approved carriers (e.g., DHL/FedEx).
Mark the RMA number on the outer package and include a printed return request.
Cost Responsibility:
Quality issues/shipping errors: Solarae covers return shipping.
Client responsibility (e.g., selection errors): Client prepays shipping.
3. Refund Rules
3.1 Refund Methods:
T/T Payments: Refund to the client’s designated bank account (bank fees deducted).
PAY Payments: Refund to the original PayPal/credit card account (payment platform fees deducted).
3.2 Refund Amount:
Full Refund: For shipping errors or critical defects.
Partial Refund: Negotiated for minor defects if the client agrees to retain goods at a discount.
Deductions: Up to 50% deduction if returned goods are unsellable due to client mishandling.
3.3 Processing Time:
Refunds processed within 5 business days after receiving and inspecting returned goods.
4. Replacements & Reshipments
4.1 Priority Replacement: Defective products will be replaced free of charge (no additional payment).
4.2 Reshipment Timeline: Processed within 3 business days after liability confirmation, with shipping costs borne by the responsible party.
5. Dispute Resolution
5.1 Negotiation First: Disputes must be resolved via email or written communication. Solarae reserves the right to propose alternative solutions (e.g., reshipment, discounts).
5.2 Arbitration: If unresolved, disputes shall be submitted to the China International Economic and Trade Arbitration Commission (CIETAC) for binding arbitration.
6. Liability Disclaimer
6.1 Force Majeure: Solarae is not liable for return/refund delays caused by war, natural disasters, customs seizures, etc.
6.2 Custom Products: Custom-molded caps are non-refundable but may be reworked at negotiated costs.
Policy Updates: Solarae reserves the right to amend this policy. Clients will be notified via the official website or email.
