Scope of This Policy
This Return & Refund Policy applies to B2B custom product orders coordinated through CustomInChina.com, unless a separate written quotation, purchase order, or supply agreement states different terms. Because most orders are made with buyer artwork, logo, packaging, colour, size, or private label requirements, returns are handled by reviewing the approved specification, sample record, production photos, inspection records, and shipping documents.
Custom products are not standard retail items. Custom-made, logo-printed, private-label, colour-specific, size-specific, packaging-specific, or buyer-approved goods are not returnable for ordinary resale or preference reasons. If a confirmed production or packing issue is our responsibility, the normal correction is remake, rework, replacement units, or reshipment of the affected quantity.
No Standard Returns for Custom-Made Goods
Once a custom order is approved for production, goods cannot be returned simply because the buyer changes preference, changes market plan, chooses the wrong product, approves incorrect artwork, orders the wrong quantity, misses an event date due to delayed approvals, or no longer needs the goods.
For confirmed issues caused by production, logo application, packaging, or packing responsibility, we review evidence and arrange a practical correction plan. The correction plan is normally replacement, remake, rework, or reshipment for the affected units. A cash refund is not the default remedy for custom-made goods unless a written quotation, purchase order, or separate agreement clearly states otherwise, or unless replacement cannot reasonably solve a confirmed responsibility issue.
Reporting Window
If goods arrive damaged, materially defective, or different from the approved order specification, contact us through the contact page within 7 days from the carrier delivery date. Include the order reference, tracking number, affected quantity, photos or video, carton labels, and a clear description of the issue.
Requests sent without enough evidence, or long after the delivery date, may not be accepted because carrier records, carton condition, and production traceability become harder to verify.
Damaged or Defective on Arrival
If a product arrives damaged or does not function as expected, we will review the evidence against the approved product specification and packing method. If the issue is confirmed as a production or packing responsibility, the solution is normally replacement units, remake, rework, or reshipment for the affected quantity.
Because custom goods are usually not resellable, physical return is normally not required unless we need samples for factory or carrier investigation. Do not return goods without written instructions from CustomInChina.com.
Incorrect Product, Logo, or Packaging
If the delivered product materially differs from the approved sample, approved proof, or written purchase order, contact us within the reporting window and provide comparison photos. We will review size, material, colour, logo placement, logo method, packaging, labels, carton marks, and packed quantity against the approved record.
Small batch-to-batch differences in shade, texture, packaging position, or finish may occur in custom manufacturing. If the product is commercially consistent with the approved specification and normal tolerance, it may not qualify as an incorrect product.
Unsatisfactory Product Preference
Returns or refunds are not provided because the buyer changes preference, chooses the wrong product, approves artwork with an error, changes the selling plan, misses a launch date due to delayed approvals, or decides the approved product is no longer suitable for the market. Buyers should review samples, proofs, packaging files, and order details carefully before bulk production is released.
Shipping Delay, Loss, or Non-Delivery
Shipping may be affected by customs review, carrier routing, destination-country procedures, weather, holidays, incorrect delivery information, and events outside our control. If tracking shows delivery, carrier records will usually be treated as the delivery reference.
If a parcel or shipment has no meaningful tracking update for an abnormal period, contact us with the order reference, tracking number, shipping method, and latest tracking screenshot. We will work with the carrier or forwarder to investigate. Replacement or reshipment decisions depend on the shipping term, insurance status, carrier conclusion, and responsibility confirmed in the order communication.
Incorrect or Incomplete Shipping Information
CustomInChina.com is not responsible for failed delivery caused by incorrect consignee name, address, postcode, phone number, country code, tax number, import account, warehouse appointment detail, or other shipping data supplied by the buyer. If goods are returned, abandoned, delayed, or charged extra fees because of incorrect buyer information, the buyer is responsible for related cost.
Electronic or Regulated Products
Some electronic, battery, children-related, food-contact, medical, cosmetic, or regulated products may require separate warranty, testing, labelling, or destination-market compliance terms. These terms must be confirmed before order approval. Unless written separately, this policy does not create an extended warranty beyond confirmed production defects or shipping issues.
Evidence Required for Review
To review a replacement, remake, reshipment, or rework request, provide the order reference, SKU or product name, delivery date, tracking number, affected quantity, clear photos or video, carton label photos, packaging photos, and a short description of the issue. For end-customer complaints, include the complaint screenshot or written report when available.
The review period starts after we receive the required information. Complex cases involving factories, carriers, or returned goods may take longer because the responsible party must be identified from production and logistics records.
Approved Return Samples for Investigation
Do not return goods without written approval and return instructions from CustomInChina.com. In most cases, photos, videos, carton labels, and retained samples are enough to review a custom product issue. If sample return is required for investigation, the return must include the return reference, product name, quantity, short issue description, and all original accessories or packaging requested for review.
Unless we confirm otherwise, the buyer is responsible for return shipping cost, import duty, tax, warehouse handling, and carrier charges during the return sample process. If the issue is confirmed as our responsibility, the approved correction plan will state which replacement, remake, rework, or reshipment costs are covered.
Limitation
Any replacement, remake, rework, reshipment, or exceptional refund is limited to the affected product value and agreed shipping scope, unless a written agreement states otherwise. CustomInChina.com is not responsible for indirect loss, lost profit, marketplace penalties, advertising cost, storage cost, or downstream claims caused by buyer approvals, customs decisions, carrier issues, or product use after delivery.
Contact
For replacement, remake, rework, or reshipment review, contact us through the contact page with your order reference, product photos, packaging photos, tracking details, and issue description.