Returns, Claims & Product Issues

Last Updated: September 2026

Ningbo Sunshine Import and Export Co., Ltd. primarily provides products and sourcing services to business customers.

Because products may be customized according to materials, specifications, colors, packaging and other customer requirements, returns and product claims are handled according to the circumstances of each order.

Commercial transactions are subject to the applicable quotation, PI, order confirmation, contract and other agreed terms.

For commercial orders, return, replacement, credit, refund or other remedies shall be handled according to the applicable quotation, PI, order confirmation, contract and mutually agreed terms.

Where an issue arises, Sunshine and the customer will communicate in good faith to determine a reasonable solution based on the nature and extent of the issue.

Possible solutions may include, where appropriate:

• Replacement of affected products
• Reproduction of affected products
• Credit against a future order
• Partial refund or price adjustment
• Return of products where reasonably necessary
• Another solution mutually agreed by the parties

No particular remedy is guaranteed unless expressly provided in the applicable order documentation or required by applicable law.

Customers are encouraged to inspect products promptly after receipt.

If products are damaged, materially different from the confirmed specifications, or otherwise believed to have a quality issue, the customer should notify Sunshine as soon as reasonably practicable.

To help us investigate an issue, customers may be asked to provide:

• Order or PI number
• Product code or description
• Quantity affected
• Description of the issue
• Photographs or videos
• Packaging and shipping information
• Inspection or testing reports, where applicable
• Other information reasonably required to evaluate the claim

Customers should preserve the affected products and packaging where reasonably necessary for inspection.

Customized products are produced according to customer-approved specifications, artwork, samples or other requirements.

Returns or refunds may not be available for customized products where the products conform to the specifications confirmed by the customer.

If an issue is caused by inaccurate customer-supplied information, artwork, measurements, specifications or other materials, the customer may be responsible for the resulting costs, unless otherwise agreed.

Reasonable variations may occur in manufacturing, including variations in color, dimensions, texture, material appearance, printing, packaging and other characteristics.

Unless a particular tolerance or specification has been expressly agreed, minor variations that do not materially affect the agreed function or commercial use of the product may not constitute a product defect.

Where products are damaged during transportation, customers should notify Sunshine promptly and provide photographs, videos and relevant shipping information.

The handling of transportation-related claims may depend on the agreed shipping terms, carrier arrangements, insurance coverage and applicable trade terms.

Products should not be returned without prior communication and agreement with Sunshine.

Where a return is considered necessary, Sunshine may provide return instructions based on the circumstances of the case.

Unauthorized returns may cause delays in investigation or processing.

Where a refund is mutually agreed, the amount and method of refund will be determined according to the circumstances of the relevant order and applicable payment arrangements.

Bank charges, currency conversion differences, shipping costs, customs charges or other third-party costs may be treated separately depending on the circumstances and agreed commercial terms.

Unless otherwise agreed or required by applicable law, returns may not be accepted where:

• Products were customized according to confirmed customer requirements
• Products have been used, altered or processed by the customer
• The issue results from improper storage, handling, installation or use
• The issue results from customer-supplied specifications or artwork
• The claimed variation is within agreed or commercially reasonable tolerances
• The product has been damaged after delivery due to circumstances outside Sunshine’s responsibility
• The customer has not followed agreed product or storage requirements

Because international B2B orders can involve different products, specifications, quantities, shipping arrangements and contractual terms, Sunshine reserves the right to review each return or product claim individually.

The final resolution will take into account the applicable order documents, product specifications, evidence provided, production records, shipping arrangements and other relevant circumstances.

For a specific commercial transaction, the terms agreed in the applicable quotation, PI, order confirmation, contract or other written agreement shall prevail over this general website policy.

For product issues or claims, please contact:

Ningbo Sunshine Import and Export Co., Ltd.

Email: [email protected]

Please include your order or PI number whenever possible.