Refund Policy

RETURN AND REFUND POLICY

Last updated: November 4, 2026

This Return and Refund Policy applies to products and services supplied by Xiamen Zhengshi Huangcheng E-Commerce Co., Ltd. (“ZSHC,” “we,” “us,” or “our”).

Because most of our products are manufactured, printed, cut, assembled, or packaged according to customer-approved requirements, they are not treated in the same way as standard ready-to-stock retail products.

Custom and Personalized Products

Unless otherwise agreed in writing, we do not accept returns or exchanges based on change of mind for:

• Custom-made or personalized products
• Products printed with customer-provided artwork, logos, names, photographs, or text
• Products made in customer-approved sizes, shapes, colors, materials, quantities, or packaging
• OEM, private-label, branded, or specially sourced products
• Approved samples and sample-development services
• Products that have been used, installed, washed, altered, damaged, or resold after delivery

Before production, customers are responsible for reviewing and approving the artwork, spelling, dimensions, materials, colors, quantities, packaging, and other specifications.

Products manufactured according to approved artwork, samples, proofs, or specifications are not returnable solely because the customer later changes their preference or intended use.

Damaged, Defective, Incorrect, or Missing Products

If an order arrives damaged, contains an incorrect product, has missing quantities, or materially differs from the approved specifications, contact us within 7 calendar days after delivery.

Please provide:

• Your order, quotation, or invoice number
• A clear description of the issue
• Photographs or videos showing the affected products
• Photographs of the outer packaging and shipping label
• The quantity affected
• Any other evidence reasonably required to review the claim

Please retain the affected products, shipping carton, labels, and packaging until the review is complete. Do not return products without receiving return instructions from us.

Failure to provide reasonable evidence may prevent us from confirming the cause of the issue.

Claim Review and Resolution

We will review each claim according to:

• The approved artwork, proof, sample, and specifications
• The confirmed quantity and packaging requirements
• The photographs, videos, inspection records, and shipping evidence
• Reasonable production tolerances
• The applicable quotation, proforma invoice, or written agreement

When a claim is verified, the available resolution may include:

• Replacement of the affected quantity
• Reproduction or repair
• Partial refund
• Store or order credit
• Full refund for the affected products
• Another solution agreed by both parties

The appropriate remedy depends on the nature and extent of the verified issue. A full refund of the entire order is not automatic when only part of the order is affected.

Production Variations

Customized production may involve reasonable differences between screens, digital proofs, samples, materials, and bulk production.

Minor variations may occur in:

• Color or print appearance
• Product dimensions or alignment
• Material texture, thickness, or weight
• Cutting, sewing, edge finishing, or assembly
• Packaging presentation
• Different production batches

Minor variations within the approved specifications, agreed tolerance, or normal industry practice are not considered defects.

Customers with strict color or specification requirements should request and approve a physical sample before bulk production.

Customer-Provided Artwork and Information

We are not responsible for errors contained in customer-approved or customer-supplied materials, including:

• Incorrect spelling or text
• Low-resolution artwork
• Incorrect dimensions or proportions
• Unauthorized logos, characters, trademarks, or copyrighted content
• Incorrect delivery addresses or contact information
• Specifications approved by the customer

If reproduction is requested because of an error supplied or approved by the customer, additional production and shipping charges may apply.

Order Changes and Cancellations

Changes or cancellations may not be possible after artwork processing, material purchasing, sampling, printing, cutting, packaging, or bulk production has started.

If cancellation is accepted, we may deduct costs already incurred, including artwork, sampling, materials, labor, packaging, transaction fees, and other committed expenses.

Any refundable balance will be determined according to the production status and the applicable written agreement.

Samples

Sample charges, artwork preparation charges, special material charges, and sample shipping costs are generally non-refundable after the relevant work has started.

If a sample charge may be credited toward a later bulk order, this must be stated in the applicable quotation or written confirmation.

Return Authorization and Shipping

Do not send products back without written return authorization and return instructions.

Unauthorized returns may be refused, delayed, lost, or subject to additional charges.

For approved returns that are not caused by our verified error, the customer is responsible for return shipping, customs duties, taxes, and related charges.

If we confirm that the products were incorrect, materially defective, or damaged because of our responsibility, we will provide an appropriate remedy and address reasonable return or replacement shipping costs as part of the claim resolution.

Original shipping charges, customs duties, taxes, payment-processing costs, and destination charges are not refundable unless the refund is caused by our verified error or required by applicable law.

Shipping Damage and Carrier Delays

Visible shipping damage should be photographed before opening the package where possible.

Delivery delays caused by couriers, customs inspections, weather, incorrect addresses, import procedures, port congestion, or other circumstances outside our reasonable control do not automatically qualify for a product refund.

We will reasonably assist with carrier claims when the necessary shipping evidence is available.

Refund Processing

Approved refunds will normally be issued through the original payment method or another method agreed by both parties.

Processing time depends on the payment provider, bank, currency, and transaction method. Bank fees, conversion fees, and third-party processing charges may be deducted where they are non-refundable and where permitted by law.

B2B Agreements

If a signed contract, accepted quotation, proforma invoice, purchase order, or other written agreement contains different return or refund terms, the specifically agreed written terms will take priority over this general policy.

To report a product or delivery issue, contact:

Xiamen Zhengshi Huangcheng E-Commerce Co., Ltd.
Location: Xiamen, Fujian, China
Email: irischen6868@163.com
WhatsApp: +86 136 0093 4660
Website: https://zshcanime.com

Please include the applicable order information and clear supporting photographs or videos when contacting us.