Returns & Refund Policy

1) Policy Scope

This Returns & Refund Policy applies to orders placed on our website, including wholesale purchases, sample orders, and OEM/ODM projects, unless otherwise stated in a signed quotation, proforma invoice (PI), or OEM/ODM agreement. In case of any conflict, the terms in the PI/contract prevail.

2) Before Shipment: Quality Inspection Standard

We perform standard quality checks before dispatch. For bulk orders and OEM/ODM projects, we can support pre-shipment inspection (PSI) or third-party inspection upon request (fees and scope to be confirmed in quotation).

3) Shipping Notice (Direct from China)

All orders ship from China unless otherwise agreed. Estimated delivery time depends on destination and shipping method. Tracking is provided for standard shipments whenever available.
Please note that international logistics and customs clearance may cause delays beyond our control.

4) Issues Covered (Defective / Wrong / Missing)

If you receive any of the following, we will take responsibility and provide a practical solution:

  • Manufacturing defects (material failure, non-functioning parts, abnormal device behavior under normal use)
  • DOA (Dead on Arrival) / damage that occurred during transportation
  • Wrong item shipped (model / color / configuration mismatch)
  • Missing parts or accessories
  • Compliance or safety concerns verified with clear evidence

5) Reporting Window & Required Evidence

To process a claim efficiently, please contact us within the following timeframes:

  • Shipping damage / missing items: within 7 days of delivery
  • DOA / functional defect: within 30 days of delivery
  • Warranty-related issues: see Section 9

Please include:

  1. Order number / invoice number
  2. A brief description of the issue
  3. Clear photos and/or videos showing the problem (and packaging label if relevant)
  4. Quantity affected (for bulk orders: affected carton count / batch info if available)

We typically respond within 12 business hours (Beijing Time).

6) Solutions We Offer (Replacement / Spare Parts / Credit / Refund)

Depending on the product type, order size, and verification result, we may offer one or more of the following remedies:

Option A — Replacement / Reshipment
We ship a replacement unit or missing parts at no charge (standard shipping method unless otherwise agreed).

Option B — Spare Parts Support (Recommended for B2B)
For bulk and OEM/ODM orders, spare parts shipment is often the fastest and most cost-effective solution. Spare parts may be provided free of charge for verified manufacturing defects.

Option C — Credit Note / Partial Refund
For confirmed issues affecting part of the shipment, we may issue a credit note for the affected quantity or provide a partial refund based on the agreed unit price.

Option D — Full Refund
A full refund may be offered if the item is confirmed defective/wrong and replacement is not feasible. Refund is processed to the original payment method unless otherwise agreed.

We aim to resolve issues with the most efficient solution for your supply chain—especially for wholesale partners and resellers.

7) Returns to China (Generally Not Required)

Due to high international return costs, most claims do not require returning goods to China. In certain cases, we may request:

  • Return to a local address (if available), or
  • Return to China only when necessary for technical evaluation (must be pre-approved).

If return is requested and approved, we will confirm the return address and handling instructions in writing.

8) Non-Defective Items / Order Changes

Because our business is primarily wholesale and made-to-order, the following are generally non-returnable and non-refundable:

  • Change of mind / buyer’s remorse
  • Incorrect selection of model, size, or configuration after confirmation
  • Items damaged due to improper installation, misuse, modification, or unauthorized repair
  • Normal wear and tear (including cosmetic wear under normal use)
  • Orders purchased from unauthorized third-party sellers

For OEM/ODM customized products (logo, packaging, manuals, firmware/language, special configurations), cancellations or refunds are not available once production has started or materials have been purchased.

9) Warranty Policy (After-Sales)

Unless otherwise stated in your quotation/contract:

  • Warranty period: 12 months from delivery date
  • Warranty covers manufacturing faults under normal use
  • If the mainboard is burnt and not repairable, the claim will be handled according to our after-sales assessment and warranty terms
  • Spare parts may be provided; some replacements may involve a reasonable cost depending on the component and cause
  • Lifetime maintenance support is available (service-based support; parts/shipping may be charged)

Warranty does not cover:
Man-made damage, accidents, misuse, unauthorized disassembly/repair, and force majeure (natural disasters, etc.).

10) Sample Orders (Paid Samples)

Samples are sold for evaluation and testing and are generally non-refundable unless there is a verified defect or we shipped the wrong item. If you need samples, please contact us for a sample quotation (model, quantity, destination).

11) Refund Timeline

Once a refund is approved:

  • Refunds are processed within 3–7 business days
  • The time for the credit to appear depends on your bank/payment provider (typically 5–10 business days)
  • Refunds are issued to the original payment method unless otherwise agreed

12) International Duties & Taxes

Import duties, VAT, taxes, and customs handling fees (if any) are the responsibility of the buyer unless otherwise agreed in the trade terms. Customs delays may occur and are outside our control.

13) Contact Us

Email: support@riceroodcatsproduct.com
Phone/WhatsApp: (+86) 19868659360
Business Hours: 09:00–24:00 (Beijing Time)
Typical Response Time: within 12 business hours

For fastest support, please include:

  • Order/invoice number
  • Photos/videos of the issue
  • A short description
  • Your preferred solution (replacement / spare parts / credit / refund)

14) Policy Updates

We reserve the right to update this policy at any time. The version effective at the time of purchase applies to your order unless superseded by an agreed quotation/contract.