Refund & Returns Policy – Yancheng Hangzhuo Supply Chain Co., Ltd

We want you to be satisfied with every purchase from Yancheng Tufeng E-Commerce Co., Ltd. This Refund & Returns Policy explains the conditions for returning or exchanging hardware, floor tiles, and other renovation materials.

1. Eligibility for Returns

We accept returns or exchanges under the following conditions:

  • The product is unused and remains in its original condition and packaging.
  • The product has no installation marks, damage, or signs of use.
  • The return request is made within a reasonable time after receiving the goods.

Some items, such as customized or special-specification products, may not be eligible for return.

2. Non-Returnable Items

Returns or refunds may not be accepted for:

  • Customized, cut-to-size, or made-to-order items
  • Products damaged due to improper handling or installation
  • Items not returned in their original condition
  • Clearance or final-sale products (if applicable)

3. Damaged or Incorrect Products

If you receive damaged, defective, or incorrect items:

  1. Keep all packaging materials and the product as received.
  2. Report the issue to us as soon as possible.
  3. Provide photos or relevant evidence if needed.

Once verified, we will arrange a replacement, exchange, or appropriate solution.

4. Return Process

To initiate a return:

  • Provide your order details and reason for the return.
  • Wait for return instructions before shipping any items back.
  • Products must be securely packaged to prevent damage during the return shipment.

Unauthorized returns may not be processed.

5. Return Shipping Costs

Return shipping fees depend on the reason:

  • Company-responsible issues (damaged, incorrect, or defective items):
    We will cover or reimburse the shipping cost.
  • Customer-initiated returns (change of mind, wrong selection, etc.):
    The customer is responsible for return shipping costs.

Large or heavy items such as floor tiles may require special freight arrangements.

6. Refund Processing

Once the returned product is inspected and approved:

  • Refunds will be issued through the original payment method when possible.
  • The refund amount will exclude any non-refundable fees or costs already incurred (such as special freight charges).

If the returned items show signs of use or damage, a partial refund or rejection may apply.

7. Exchanges

Exchanges for different sizes, colors, or models may be offered depending on stock availability.
Additional shipping fees may apply for customer-initiated exchanges.

8. Items Lost or Damaged During Return Shipping

We are not responsible for products lost or damaged due to improper packaging or shipping methods chosen by the customer. Please package items securely and choose a reliable carrier.

9. Bulk & Project Orders

Large orders for renovation or construction projects may have different return conditions due to volume, customization, or special pricing.
Please confirm details before placing bulk orders.