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POLICY DRAFT

Refund & Cancellation Policy
— Polasourcing

Clear, fair rules for every stage of your sourcing order — so you always know where you stand.Effective date: Draft for review · Last updated: 25 August 2026

Home / Refund, Cancellation & Dispute Policy

✓ Review notice: This is a working policy template. Confirm your company entity, governing law, exact service fees and all final refund terms with qualified legal counsel before publishing it as a binding policy.
✓ Core principle: every step of our cancellation and refund rules is mapped to a specific point in the sourcing workflow, so you always know exactly where you stand before you make a deposit.

1. Quick overview table

Stage of the projectCan Buyer cancel?Refund amount (on deposits paid)Refund timeline
1. Initial quote (no PI signed)Yes, any time, no feeSample deposits paid: 100% refundable within 90 days if no PO is placed≤ 15 banking days
2. PI signed · deposit paid · factory has not started productionYes100% of deposit minus one minimum project fee (USD 50 / 100, subject to the signed PI)≤ 15 banking days
3. Production has started (any progress > 0%)Only with factory written consentUnused portion after deducting factory-incurred costs and accrued commission on work done≤ 20 banking days after factory confirmation
4. QC fails first / second timeCancellation not necessary — factory reworksNo refund needed; factory bears re-inspection feesN/A
5. QC fails third time or factory cannot remedyYes — Buyer’s right100% of deposit for the failed SKU, refunded from the factory via us; commission on that SKU is waived≤ 20 banking days after formal cancellation
6. Goods have shipped (FOB passed)NoCovered by cargo insurance if arranged; we support a factory warranty claim on requestInsurance timeline only
7. Hidden defect discovered after arrival (≤ 45 days from ETD)Remedy, not refundPrice deduction, re-supply on next PO, or factory-paid replacement — up to the FOB value of the defective lotResolution within 30 days of evidence
8. Force majeure ≥ 90 daysEither party100% of unused deposit balance, net of committed factory costs≤ 20 banking days

2. Sample fees

  • Off-the-shelf samples (USD 10–50 per SKU): refunded in full against the first PO of at least USD 1,500 placed within 90 calendar days of the sample invoice date.
  • Custom OEM samples and mould fees: quoted per project. Mould fees are generally non-refundable once the mould has been cut, even if the Buyer later does not place mass production. We confirm the mould fee and refund status in writing before payment.
  • International courier charges used to send samples are not refundable once the parcel has been handed to the courier.

3. Re-inspection fees

Pre-shipment QC inspections are included in our commission for every order. However:

  • The first and second re-inspection after a QC failure are billed to the factory, not to the Buyer.
  • From the third re-inspection onward, the Buyer may cancel that SKU or continue and cover the quoted third-party inspection fee.

4. Commission refund rules

  • If an entire order is cancelled before the deposit is released to the factory, we waive the commission entirely; only the signed-PI minimum project fee may apply.
  • If part of an order is cancelled, commission is pro-rated to the SKUs that ship and reduced proportionally for the cancelled SKUs.
  • If we refer a factory that is later confirmed to lack required legal export capacity, we accept responsibility for reviewing the case and agree a documented remedy according to the signed service agreement.

5. Non-refundable items

The following are non-refundable once incurred, with receipts provided where applicable:

  • Courier or shipping charges already paid to carriers
  • Third-party laboratory testing fees, including compliance testing
  • Trademark or patent filing fees paid to government bodies on the Buyer’s behalf
  • Destination import duties, tariffs and customs bonds
  • Bank fees charged by remitting, intermediary or receiving banks
  • Mould or tooling fees once a mould has been manufactured

6. How refunds are paid and how long they take

  1. Refunds are returned through the same payment method and currency originally used where practicable, to minimise intermediary fees.
  2. We process complete refund requests within 3 working days of written confirmation and supporting evidence.
  3. For T/T refunds, cleared funds commonly appear within 5–15 international banking days, depending on the receiving bank and correspondent banking chain.
  4. We do not charge an administrative fee for legitimate refunds. Any deduction must be explicitly listed in this policy or the signed PI.

7. How to open a dispute

Step 1 — Notify us in writing within the applicable window.

  • QC dispute before shipment: before goods leave our warehouse, or within 24 hours of receiving the pre-shipment QC report, whichever is later.
  • Hidden-defect dispute after arrival: within 45 calendar days from the vessel ETD or air waybill date.
  • Email qianchengge195@gmail.com with subject line: Dispute — [PO number / PI number].

Step 2 — Attach evidence

  • Defect photos or videos with the production lot number visible where possible.
  • A copy of the PI and the QC report being disputed.
  • For destination damage: photos of the sealed container or parcel and the exterior carton condition at un-stuffing.

Step 3 — Our response

  • We respond within 5 working days with a written position, the next evidence requirement or a proposed remedy timeline.

8. Shipping damage and lost cargo

  • Damage discovered during unloading at the destination is usually a carrier or insurer matter, not a sourcing-service refund. We can provide project documents needed to support a cargo-insurance claim.
  • If we arranged insurance under an explicit CIF or DDP term, we assist with the claim process and provide updates.

9. Buyer’s remorse policy

We understand business plans can change. If you cancel a PO within 48 hours of paying a deposit and the factory has not purchased raw materials, we review the request promptly and may approve a full deposit refund under the signed project terms. This is assessed case by case and does not replace any applicable statutory rights.

10. Questions about a refund?

Polasourcing · Accounts & Refunds

For a refund or cancellation question, contact our team using the verified project email address or the contact page.

qianchengge195@gmail.com+86 185 5842 0880