Refund and Returns Policy

1. Scope of This Policy

This policy is intended for business-to-business orders placed with AvainJoy. Please review it before confirming an order. It does not provide a general change-of-mind return period.

Any different terms agreed in writing for a specific order form part of that order agreement. Nothing in this policy excludes rights or remedies that cannot lawfully be excluded under applicable law.

2. Reporting Damage, Shortages or Incorrect Items

Please inspect your shipment on receipt. Report visible damage, quantity discrepancies or incorrect items within 30 calendar days after receiving the goods by emailing info@avainjoy.com.

Please include:

• Your order number or invoice reference.
• The affected product models and quantities.
• A clear description of the issue.
• Photos of the products, outer cartons, packaging and shipping labels.
• Supporting video where helpful or reasonably requested.

For visible transport damage, photograph the shipment promptly, retain the packaging and note the damage with the carrier where possible. Carrier claim deadlines may be shorter than our 30-day reporting period.

This reporting period is not a 30-day right to return goods without a reason. Hidden defects should be reported promptly after discovery and will be considered under the agreed order terms, any applicable warranty and applicable law.

3. Cancelling or Changing Standard Orders

Before purchasing, production or dispatch: You may request cancellation or changes in writing. If no non-recoverable costs have been incurred, payments for the cancelled order will be refunded in full.

After purchasing or production has started: Cancellation or changes require written agreement. If we agree to cancel, documented, non-recoverable costs already incurred for your order may be deducted, and the remaining balance will be refunded. We will explain any proposed deductions.

After dispatch: Standard orders cannot be cancelled or returned simply because you change your mind, no longer need the goods or change your resale plans. This does not affect claims for confirmed defects, shortages or incorrect goods.

A cancellation or change is effective only after written confirmation. Custom orders are subject to the additional terms below.

4. Custom and Personalized Orders

Custom products include items made or adapted to your confirmed requirements, such as special dimensions, colours, structures, logos, labels, hang tags or branded packaging.

Once custom design work, sampling, dedicated material purchasing or production has started, custom orders cannot be cancelled, returned or refunded for non-quality reasons.

Before work or dedicated purchasing begins, cancellation requests will be assessed according to any actual, non-recoverable costs and the written order agreement.

Please check specifications and approve the relevant samples, artwork or packaging details before production. If delivered goods have a confirmed supplier-related defect or do not match the agreed specifications, we will assess an appropriate remedy. Custom status does not remove applicable rights relating to defective or non-conforming goods.

5. Sample Orders

Sample fees may be refunded if cancellation is confirmed before preparation, production or dispatch and no non-recoverable costs have been incurred. Any actual costs already incurred will be explained before the refund is agreed.

Once a conforming sample has been prepared, made or dispatched, its fee is not refundable simply because you change your mind or decide not to place a bulk order.

If a sample has a confirmed supplier-related defect or the wrong model was sent, please contact us so we can agree a replacement, refund or other appropriate solution.

6. Design, Tooling and Customization Costs

Charges for completed design work, custom sampling, tooling, dedicated materials and custom packaging are not refundable because of a buyer-requested cancellation or change of mind, to the extent those costs have actually been incurred and cannot be recovered.

Any unused, recoverable portion of an advance payment will be assessed under the written order agreement. Confirmed defects or failure to meet agreed specifications will be handled separately and are not automatically excluded by this section.

7. Shipping and Related Costs

Shipping charges may be refunded where the service has not been used and the charge can be recovered from the carrier. Charges for a transport service already used are normally not refundable for a buyer-requested cancellation or change of mind.

Where a confirmed issue is our responsibility, we will agree how reasonable replacement or return shipping costs will be handled before the shipment is arranged. Relevant duties, clearance charges and other costs will be considered according to responsibility for the issue, the agreed delivery terms and applicable law.

Responsibility for transport damage will be assessed under the agreed shipping terms and the available evidence. We will cooperate with reasonable carrier claim requests where relevant.

8. Solutions for Confirmed Supply Issues

After reviewing the evidence, we will discuss an appropriate solution based on the nature of the issue, the affected quantity and the agreed order terms. Solutions may include:

• Supplying missing products or components.
• Replacing affected products.
• Providing repair parts or an agreed repair solution.
• A partial or full refund for the affected products, as appropriate.
• Credit towards a future order, only with your agreement.

A further purchase is not required to receive an agreed remedy for an existing order. The solution will be confirmed in writing, without limiting remedies available under applicable law.

9. Return Arrangements

Please contact us before returning any goods. We will confirm whether a return is needed, the return address, the products and quantities involved, packing instructions and responsibility for shipping costs.

A physical return is not always necessary. Depending on the issue, photos, video or a representative sample may be sufficient for assessment. Do not send goods to an unconfirmed address or dispose of affected goods before the handling arrangements have been agreed.

10. Refund Method and Processing Time

Once a refund has been approved and the amount and necessary payment details have been confirmed in writing, we will arrange the refund within 7 business days.

If an agreed return and inspection are required, this period begins after we receive the agreed goods, complete the necessary inspection and confirm the refund details. Business days mean Monday to Friday, excluding public holidays in China.

Refunds will normally be sent to the original payment account. If that is not possible, an alternative method will be verified and agreed in writing. The time taken for funds to reach your account depends on the bank or payment provider and may be additional to our processing time.

11. Contact Us

To report an issue or discuss a cancellation, return or refund, please email us with your order reference and supporting details.

AvainJoy
Yiwu, Zhejiang, China
Email: info@avainjoy.com
Contact page: avainjoy.com/contact/