Returns & Refund Policy

3.1 Scope of Company Liability

We shall bear compensation liability for cargo loss, breakage, deformation, deterioration or shortage caused by our operational faults, including improper loading/unloading, vehicle collision, improper cold chain temperature control, misdelivery and warehouse management negligence. The maximum compensation standard for uninsured goods is limited to the declared shipping freight of the single order. If customers purchase full-value cargo insurance, compensation shall be implemented in accordance with the insurance company’s claim settlement rules.

3.2 Circumstances Exempt from Our Liability

We are not responsible for any cargo losses arising from the following objective factors:

Force majeure events including heavy rain, typhoon, snowstorm, earthquake, highway closure, traffic accidents and government temporary traffic control;
Inherent defects of the goods themselves, natural loss of fresh products, damage caused by insufficient customer-provided packaging;
Losses caused by the consignor’s failure to truthfully declare cargo attributes, hidden dangerous goods or incorrect receiving address information;
Damage generated during manual handling by the consignor or consignee after on-site delivery and signing;
Delivery delays or cargo detention caused by customs inspection, commodity qualification incomplete documents for cross-border shipments.

3.3 Delay Liability Standard

For delays fully caused by our dispatching error and vehicle arrangement mistakes, we will deduct 5%–20% of the single order freight as compensation according to the actual delayed days. If the delay results in huge production losses for the customer without prior written agreement on delay compensation caps, the total compensation amount shall not exceed the total freight of the shipment. Delays caused by weather, road construction and customer information errors are not eligible for delay compensation.

3.4 Compensation Claim Process

Within 48 hours after receiving damaged goods, customers must provide order number, on-site damage photos/videos, delivery receipt with damage notes and cargo value vouchers to submit a compensation application. Our after-sales team will verify the case within 3 working days and issue a compensation plan. If insurance is involved, we will assist customers in sorting claim materials, and the compensation fund will be issued within 7–15 working days after the case is confirmed. Claims submitted more than 7 days after delivery will not be accepted.

3.5 Liability Limit for Special Goods

For high-value electronics, artworks, precision instruments and antiques, customers must declare the actual value and purchase corresponding high-value insurance when placing orders. Without value declaration and insurance purchase, the maximum compensation for damaged special goods is capped at twice the transportation fee of the order, regardless of the actual market value of the goods.