Return & Refund Policy

Last Updated: [Month Day, Year]

This Return & Refund Policy applies to products purchased from [Company Name] / [Brand Name], including but not limited to container houses, mobile cabins, security safes, vault doors, mobile shelving systems, and other customized industrial products.

Due to the size, weight, customization requirements, production process, and international shipping nature of our products, returns and refunds are handled differently from standard retail products. Please read this policy carefully before placing an order.

1. General Policy

Most of our products are made to order, customized, oversized, heavy-duty, or manufactured according to specific project requirements. Therefore, returns, exchanges, or refunds may be limited once an order has been confirmed or production has started.

An order is considered confirmed once the buyer has approved the quotation, invoice, technical drawing, product specification, payment terms, or written order confirmation.

2. Customized and Made-to-Order Products

Customized and made-to-order products are generally not eligible for return or refund unless there is a confirmed manufacturing defect or a clear error caused by us.

Customized products may include, but are not limited to:

• Container houses with customized size, layout, color, structure, doors, windows, electrical systems, or interior configuration
• Mobile cabins designed for medical, emergency, office, command, or project use
• Security safes or vault doors with customized size, lock system, color, structure, or accessories
• Mobile shelving systems with customized dimensions, load capacity, drive method, layout, or storage requirements

Buyers are responsible for carefully confirming all specifications before production begins.

3. Order Cancellation

If the buyer wishes to cancel an order, the cancellation request must be submitted in writing as soon as possible.

Cancellation may be accepted only if production has not started and materials have not been purchased or reserved.

If production has already started, customized materials have been prepared, or the product has entered the manufacturing process, the order generally cannot be cancelled. In such cases, any deposit, production cost, material cost, labor cost, or related expense may not be refundable.

4. Refund Eligibility

A refund, replacement, repair, or partial compensation may be considered only under the following circumstances:

• The product has a confirmed manufacturing defect
• The product does not match the confirmed specification due to our error
• Important components are missing due to our packing or shipping error
• The product is severely damaged before delivery and the issue is confirmed by valid evidence
• Both parties agree in writing to a refund or compensation solution

Refund eligibility will be reviewed based on the quotation, invoice, technical drawing, sales contract, written confirmation, photos, videos, inspection records, and other supporting documents.

5. Non-Refundable Situations

Returns or refunds will generally not be accepted in the following situations:

• The buyer changes their mind after order confirmation
• The buyer provides incorrect specifications, dimensions, drawings, layout, color, or technical requirements
• The product has already been customized or manufactured according to the buyer’s confirmed requirements
• The product cannot be imported, installed, resold, or used due to local regulations, permits, customs rules, or compliance issues
• Shipping delays, port congestion, customs inspections, or force majeure events occur
• Damage occurs during unloading, local handling, storage, installation, modification, relocation, or misuse
• The buyer fails to inspect the goods within the required period
• Normal wear and tear, minor color differences, production batch differences, or reasonable dimensional tolerance
• The product has been used, installed, modified, assembled, or resold
• The buyer refuses delivery without a valid reason accepted by us in writing

6. Shipping Damage Claims

Buyers must inspect all goods immediately upon arrival. If there is visible damage, missing parts, broken packaging, or suspected shipping damage, the buyer should take clear photos and videos before unloading, unpacking, installation, or signing the delivery documents whenever possible.

Any shipping damage or shortage claim must be reported to us in writing within [3–7 days] after receiving the goods.

The claim should include:

• Order number or invoice number
• Product name and quantity
• Clear photos and videos of the damage
• Photos of the packaging and container loading condition
• Packing list and shipping documents
• Description of the issue
• Delivery receipt or carrier record, if available

Failure to provide timely and sufficient evidence may affect the claim process with the carrier, freight forwarder, or insurance provider.

7. Return Shipping

Due to the large size, heavy weight, and high logistics cost of our products, return shipping must be approved by us in writing before any goods are returned.

Unauthorized returns will not be accepted.

Unless the return is caused by a confirmed error or manufacturing defect on our side, the buyer is responsible for all return-related costs, including but not limited to:

• Return freight
• Export and import charges
• Customs duties and taxes
• Port charges
• Warehouse fees
• Loading and unloading costs
• Repackaging costs
• Inspection costs
• Insurance costs

Returned products must be properly packed and protected to avoid damage during transportation.

8. Inspection and Resolution

After receiving a complaint or claim, we may request additional photos, videos, inspection reports, installation records, or third-party verification.

Depending on the situation, we may offer one or more of the following solutions:

• Technical guidance
• Replacement parts
• Repair solution
• Partial compensation
• Product replacement
• Refund, if applicable and agreed in writing

The final solution will depend on the product type, problem cause, order terms, warranty conditions, and supporting evidence.

9. Refund Processing

If a refund is approved, the refund amount, method, and processing time will be confirmed in writing.

Refunds will generally be returned through the original payment method or another agreed payment method. Bank fees, transaction fees, currency exchange differences, taxes, duties, shipping fees, and other third-party charges may be deducted where applicable.

The actual time for receiving the refund may vary depending on the bank, payment provider, or international transfer process.

10. Deposits and Advance Payments

For customized, made-to-order, or large-volume orders, deposits and advance payments are used to cover material preparation, production scheduling, labor, and customization costs.

Once production has started or materials have been purchased, deposits may be non-refundable unless otherwise agreed in writing.

11. Product Tolerance and Minor Differences

Due to manufacturing processes, materials, lighting, display settings, production batches, and manual measurement, slight differences may occur in color, texture, size, weight, layout details, or surface finish.

Such minor differences do not constitute a product defect and are generally not eligible for return or refund, provided that the product substantially matches the confirmed specifications.

12. Warranty-Related Issues

Some product issues may be handled under our warranty or after-sales service instead of return or refund.

Warranty coverage may vary depending on product type, order details, usage conditions, and written agreement.

Warranty does not cover damage caused by improper unloading, installation, storage, modification, misuse, lack of maintenance, overloading, accidents, corrosion caused by unsuitable environments, natural disasters, or failure to comply with local installation and safety requirements.

13. Contact Us

If you need to request a return, refund, replacement, repair, or after-sales support, please contact us in writing before taking any action.

[Company Name]
Email: [Contact Email]
Address: [Company Address]
Website: [Website URL]