1. Eligible Refund Scenarios: Customers may apply for a refund only under the following circumstances, with the specific refund ratio and method implemented according to the corresponding scenario:​

• Product Quality Issues: Submit a written objection within 7 working days after receiving the goods. If verified by us that the product fails to function normally due to inconsistencies in production process, material, specification with the order agreement, or due to damage/functional defects, full refund, partial refund, or free replacement (customer’s choice) is supported. If the customer chooses a refund, we will concurrently bear or assist in recovering the incurred international shipping fees (excluding destination customs duties and clearance fees).​

• Order Cancellation: If the customer submits a written cancellation application before production starts and no material procurement, sampling, or other costs have been incurred, the paid amount will be fully refunded. If production has started or relevant costs have been generated, the remaining amount will be refunded after deducting actual costs (for customized orders, liquidated damages will be deducted in accordance with the “Service Agreement”).​

• Delayed Delivery: If delivery is delayed by more than 15 days beyond the agreed period due to our own reasons (not force majeure or third-party factors) and the customer applies for a refund, full refund or continued performance after negotiated compensation is supported. If the delay exceeds 30 days, the customer may unconditionally terminate the order and request a full refund, and we will additionally bear the incurred international shipping fees.​

• Goods Lost/Total Loss: If goods are lost or completely damaged during transportation due to the carrier’s liability and cannot be replenished or replaced, a full refund will be provided based on the declared value of the goods or the actual paid order amount. If the customer has paid destination customs duties, clearance fees, etc., we will assist the customer in claiming compensation from the carrier. Once the claim is successful, the full amount of such fees will be refunded; if the claim fails, we may negotiate to bear 50% of the tax loss.​

• Wrong Delivery/Short Delivery: If incorrect products are delivered or quantities are short due to our operational errors, and we cannot replenish or replace them within 7 working days, full refund is supported. If the customer chooses to keep the incorrectly delivered products, a partial refund may be processed based on the difference between the value of the actually received products and the order value.​

• Product Compliance Issues: If the products provided by us fail to meet the environmental, safety, and other compliance requirements of the destination country (e.g., lack of compostable certification) resulting in customs clearance failure or seizure, full refund is supported, and we will bear all losses including incurred shipping fees and customs duties.​

2. Non-Refundable Scenarios: Refunds are not supported in the following cases; your understanding is appreciated:​

• Customer’s subjective reasons (e.g., change of personal preference, no longer needed) with no product quality or compliance issues;​

• Failure to raise quality issues beyond the objection period or inability to provide valid evidence (e.g., clear photos, videos, inspection reports, logistics records) to prove product problems;​

• Customized products (without quality or compliance issues), regular products that have been unpacked, used, or with damaged packaging affecting secondary sales;​

• Order abnormalities caused by the customer: such as incorrect information provided (including lack of compliance documents), delayed payment of customs duties/clearance fees leading to goods detention, incorrect delivery address, refusal to sign for goods without quality issues, etc.;​

• Goods detention, seizure, or destruction during transportation due to uncontrollable factors such as force majeure (natural disasters, wars, international air route controls), temporary adjustments to customs policies, or import restrictions of the destination country, provided that we have fulfilled reasonable obligations such as timely notification and assistance in supplementing documents;​

• Product damage caused by the customer’s failure to operate or store the product in accordance with the instructions (e.g., plastic packaging aging due to exposure to sunlight, deformation due to heavy pressure, etc.).​

3. Refund Application Process:​

• Application Submission: Customers must submit a refund application within 30 natural days after the occurrence of the corresponding scenario via the official email (support@shanhe.us), phone (1-323-521-9121), or online customer service on the official website. The application must clearly state the reason for the refund, order number, payment time and amount, and be accompanied by necessary evidence (for quality issues: product detail photos/videos, inspection reports; for logistics issues: logistics tracking screenshots, receipt certificates; for compliance issues: customs notification documents, etc.).​

• Review and Verification: We will complete the preliminary review within 3 working days after receiving the application. If the evidence is incomplete, the customer will be notified to supplement it within 5 working days. For quality or compliance-related issues, a third-party testing agency may be entrusted for inspection (testing fees shall be borne by the responsible party). The review result will be officially notified to the customer via email or phone (including the approved refund amount, reason for refusal, etc.).​

• Refund Processing: After the application is approved, both parties will confirm the refund amount and method. We will initiate the refund process within 7 working days, and the refund will be made through the same payment channel used by the customer (Telegraphic Transfer (TT), PayPal, credit card, etc.): the arrival time for TT is generally 3-15 working days, and 3-7 working days for PayPal/credit card, subject to the processing cycle of the payment channel and bank. For refunds involving customs duties, clearance fees, etc., the arrival time may be extended to 15-30 working days (requiring simultaneous coordination with customs and carriers).​

• Objection Handling: If the customer disagrees with the review result, a review application may be submitted within 5 working days after receiving the notification, along with new evidence. We will complete the review within 3 working days and provide the final result.​

4. Refund Amount and Fee Deduction:​

• Scenarios Attributable to Us (quality issues, wrong delivery, short delivery, compliance issues, delays due to our own reasons): The full order amount will be refunded without any deduction; incurred international shipping fees and testing fees will be borne by us. If the customer has paid customs duties and clearance fees, we will assist in claiming compensation, and the un recoverable part will be borne through negotiation.​

• Scenarios Attributable to the Customer (order cancellation, incorrect information provided): The remaining amount will be refunded after deducting incurred material costs, sampling fees, shipping fees, shipping space booking fees, liquidated damages (if any); for customized orders, an additional 30% of the total order amount will be deducted as liquidated damages (minimum not less than 100 US dollars) to compensate for production costs.​

• Cross-Border Related Fees: Bank handling fees and exchange rate losses incurred during the refund process shall be borne by the responsible party (borne by us if we are at fault, or by the customer if the customer is at fault). Any delay or additional fees caused by foreign exchange control in the customer’s country/region shall be borne by the customer.​

5. Special Notes:​

• Refund applications not submitted within the time limit (exceeding 30 natural days) will be deemed as voluntary waiver of the refund right, and we will no longer accept them.​

• For orders for which invoices have been issued, the original invoice must be returned as required before the refund (paper invoices must be sent back to the designated address, and electronic invoices must be cancelled with cooperation). If the invoice cannot be returned, the corresponding tax amount of the invoice (generally 6%-17% of the order amount, calculated based on the actual invoice tax rate) will be deducted.​

• After the refund is completed, the customer shall send the relevant products back to our designated address within 15 working days (excluding replacement for quality issues), and the return shipping fee shall be borne by the responsible party. If the customer fails to return the products on time or refuses to do so, we have the right to recover the refunded amount or claim compensation through legal channels.​

• For long-term cooperative customers and large-value orders (single order amount ≥ 10,000 US dollars), a “fast refund channel” can be negotiated and activated, shortening the review and processing cycle by 50% and prioritizing the refund.​

Note: The above is a core summary of the Refund Policy. For detailed refund rules, the list of third-party testing agencies, dispute resolution processes, etc., please refer to the complete “Service Agreement”. If you have any questions, please contact us via email at support@shanhe.us, phone at 1-323-521-9121, or online customer service on the official website. We will provide a clear reply within 1-3 working days.