Returns Policy

1. Introduction

This Returns Policy (“Policy”) applies to all purchases of hardware materials and related products (“Products”) made through the website of XINHUI BUILDING MATERIALS TRADING INC (“we”, “us”, or “our”) at http://xinhui-building.top/ (“Website”). By placing an order on the Website, you agree to comply with the terms and conditions outlined in this Policy.

We strive to ensure your satisfaction with every purchase. If you are not entirely happy with your Products, please review the following guidelines for initiating a return, exchange, or refund.

2. Eligibility for Returns

To be eligible for a return, refund, or exchange, the following conditions must be met:

The return request must be submitted within 30 calendar days from the date of delivery of the Products.
The Products must be unused, undamaged, and in their original condition, including all original packaging, labels, accessories, and documentation (e.g., user manuals, warranty cards).
The Products must not have been altered, modified, or installed in any way.
You must provide valid proof of purchase, such as the order confirmation email, order number, or receipt.

2.1 Non-Returnable Products

The following Products are not eligible for return or exchange, unless they are defective or damaged upon delivery:

Customized or made-to-order hardware materials.
Products that have been used, installed, or damaged due to improper handling, misuse, or failure to follow product instructions.
Clearance or final-sale items (indicated as “Final Sale” on the product page or during checkout).

3. Return Process

To initiate a return, please follow these steps:

Submit a Return Request: Contact our customer service team at service@xinhui-building.top to request a Return Authorization (RA) number. Please include your order number, product details (name, SKU, quantity), reason for return, and supporting photos (if the product is defective or damaged).
Receive RA Confirmation: We will review your request within 2-3 business days. If approved, we will send you an RA number and detailed return shipping instructions. Returns sent without a valid RA number will not be accepted or processed.
Package and Ship the Products: Securely package the Products in their original packaging (or equivalent protective packaging) to prevent damage during transit. Clearly mark the RA number on the outer packaging. You are responsible for arranging and paying for return shipping, unless the return is due to a defective product, incorrect item shipment, or our error.
Track Your Return: Retain the shipping receipt and tracking number for your records. We are not liable for lost or damaged returns during transit.

4. Defective or Damaged Products

If you receive a Product that is defective, damaged, or not as described (e.g., wrong item, incorrect quantity), please follow these steps:

Notify us within 7 calendar days of delivery, providing photos or videos of the defect, damage, or discrepancy, along with your order number and product details.
We will verify the issue and provide instructions for returning the Product (if necessary) or arranging a replacement, repair, or full refund.
If the return is due to our error (defective product, wrong item), we will cover the cost of return shipping and process your refund or replacement promptly.

5. Refunds

Once we receive and inspect the returned Products (typically within 3-5 business days of delivery to our facility) and confirm they meet the eligibility criteria, we will initiate the refund process.
Refunds will be issued to the original payment method used for the purchase.
Please allow 7-14 business days for the refund to reflect in your account, as processing times may vary depending on your bank or credit card issuer.
Refunds will include the full purchase price of the eligible Products. Shipping fees (if applicable) are non-refundable unless the return is due to our error.

6. Exchanges

If you wish to exchange an eligible Product for a different size, model, or alternative hardware material, please:

Follow the return process outlined in Section 3 to request an RA number, specifying that you want an exchange.
Once your returned Product is received and inspected, we will process the exchange (subject to product availability).
If the new Product has a higher price than the returned item, you will be invoiced for the difference. If the new Product has a lower price, we will issue a refund for the difference to your original payment method.
Exchange shipping fees will be covered by us only if the exchange is due to our error. Otherwise, you may be responsible for any additional shipping costs for the new product.

7. Free Shipping Promotions

For orders that qualified for our limited-time free shipping offer (for new customers or specified promotions), the original free shipping cost will not be deducted from your refund unless the entire order is returned and the free shipping offer was conditional on a minimum purchase amount that is no longer met.

8. Warranty Information

This Returns Policy is separate from any manufacturer’s warranty that may apply to the Products. For warranty claims, please refer to the manufacturer’s warranty documentation included with your Product or contact us for assistance.

9. Modifications to This Policy

We reserve the right to update or modify this Returns Policy at any time. Any changes will be effective immediately upon posting the updated Policy on the Website. We will indicate the date of the latest revision at the top of this Policy. Your continued use of the Website or purchase of Products after the posting of changes constitutes your acceptance of the updated Policy.

10. Contact Us

If you have any questions, concerns, or need assistance with a return, please contact our customer service team at:Email: service@xinhui-building.top