Refund policy

Welcome to choose the customized packaging products and services of Wenzhou Maoheng Packaging Co., Ltd. (hereinafter referred to as "Maoheng Packaging"). To protect your legitimate rights and interests and standardize our company's return and refund process, combined with the particularity of customized packaging products (personalized design, customized production), we specially formulate this policy. Please read it carefully before placing an order. Placing an order means that you have fully understood and agreed to all the terms of this policy.

I. Scope of Application for Returns and Refunds

This policy only applies to all customized packaging products sold on the Shopify independent website of Wenzhou Maoheng Packaging Co., Ltd., including but not limited to customized cartons, customized gift boxes, customized handbags, customized labels and other personalized customized packaging products. For non-customized conventional packaging products (if any), the return and refund rules of conventional e-commerce shall apply.

II. Conditions for Applying for Returns and Refunds

Due to the characteristics of exclusive design and on-demand production, customized packaging products do not support returns, exchanges or refunds for non-quality reasons. Only in the following cases can you apply for returns and refunds within the specified time limit, and you need to provide valid certificates (photos, videos, etc.) for verification:

1. Product Quality Issues: The received products have serious damage, deformation, blurred/misprinted, missing printing (inconsistent with the confirmed design draft), inconsistent material with the agreement, dimensional deviation exceeding the mutually confirmed standard (deviation ≤ 3mm is regarded as normal production error, not a quality issue), etc., which affect the normal use of the products;

2. Wrong Delivery/Missing Delivery Issues: Our company fails to deliver goods in accordance with the order agreement, such as sending wrong product models, specifications, or missing products (you need to provide the express waybill, package unpacking video and full product photos);

3. Force Majeure Factors: Due to unforeseeable and unavoidable factors such as natural disasters and logistics interruptions, the products cannot be delivered, seriously damaged and cannot be repaired. After negotiation between both parties, you can apply for a refund.

III. Circumstances Where

Returns and Refunds Are Not Applicable

In case of any of the following circumstances, our company has the right to refuse your return and refund application. We apologize for any inconvenience caused:

1. Requesting returns and refunds only due to personal aesthetics, demand changes, design preference changes and other non-quality reasons;

2. The products have been used, cut, modified, or the packaging is damaged or stained, affecting secondary sales;

3. Failing to submit the return and refund application within the specified time limit, or failing to provide valid certificates (photos, videos, order information, etc.) to verify the authenticity of the problem;

4. Damage to products caused by your failure to sign for receipt in time or rough signing during logistics and transportation (you need to directly contact the logistics party for liability investigation, and our company can provide necessary assistance);

5. After you have confirmed the design draft, subsequent problems caused by the design draft itself (such as text errors, pattern deviations, etc.) lead to the products not meeting expectations (before confirming the design, our company will provide a design draft confirmation link/file, and confirmation means recognition of the design content);

Normal production errors of customized products (such as dimensional deviation ≤ 3mm, slight color difference, caused by material characteristics and printing process,

6. which do not affect use).

IV. Time Limit and Process for Return and Refund Application

(I) Application Time Limit

After receiving the products, if you find any problems that meet the above return and refund conditions, please submit the return and refund application and relevant certificates through the order message in the Shopify independent station background, our official email or contact phone within 7 working days. Failure to do so within the time limit will be regarded as your no objection to the products, and no further processing will be accepted.

(II) Application Process

1. Submit Application: Contact our customer service, provide the order number, receipt date, problem description, relevant certificates (damage photos, videos, design draft comparison charts, etc.), and explain the return and refund needs;

2. Review and Confirmation: Our company will review the certificates you submitted within 3 working days after receiving the application. After verifying the problem, we will notify you of the review result (approval or rejection, and the reason will be explained if rejected) via email or SMS;

Return the Product (if necessary): If the review is approved and the product needs to be returned, you need to properly package the product and send it back to our designated return address (the customer service will

3. inform you synchronously) within 5 working days after receiving the review approval notice. The return shipping cost shall be borne by the responsible party:
            

￮ For returns caused by product quality, wrong delivery or missing delivery, the return shipping cost shall be borne by Maoheng Packaging (you can advance the payment and reimburse it with the shipping certificate, or our company can provide freight collect service);

￮ For returns caused by your own reasons (such as wrong order, duplicate order, and meeting the returnable conditions), the return shipping cost shall be borne by you.

4. Product Acceptance: After our company receives the returned product, we will conduct acceptance within3 working days. If it is confirmed that the product problem is consistent with the application and there is no secondary damage, the refund process will be initiated; if the acceptance finds that the product does not meet the return requirements, the refund will be refused, and the product will be sent back to you (the return shipping cost shall be borne by you);

5. Refund Arrival: The refund will be returned to your original payment method in the original way. The time limit for the refund to arrive is subject to the processing time of the payment platform and the bank (usually 3-7 working days, postponed on holidays). Please wait patiently.

V. Explanation of Refund Amount

1. For returns and refunds caused by product quality, wrong delivery, missing delivery or force majeure, the refund amount is the actual payment amount of the order (including product cost and customization fee, excluding logistics fee, customs duty and other related fees borne by you);

2. If you only apply for a refund for part of the products (such as missing part of the products), the refund amount is the actual payment amount of that part of the products (including the corresponding customization fee);

3. If the product has minor quality problems, after negotiation between both parties, you can choose to reissue, repair, or refund the remaining amount after deducting the corresponding repair/reissue fee, and return is not mandatory.

VI. Special Instructions

1. The production cycle of customized packaging products is relatively long (subject to the order agreement). During the production process, if you apply to cancel the order and get a refund, you need to bear the corresponding losses according to the production progress:
            

￮ Production not started (design draft not confirmed): Full refund can be made;

Design draft confirmed, production started but not completed: 30%-50% of the total order amount shall be deducted

￮ (as design fee and raw material loss fee), and the remaining amount shall be refunded;

￮ Products have been produced and are ready for delivery: No refund will be given, and subsequent delivery or delayed delivery can be negotiated.

2. The design draft you submit must comply with relevant national laws and regulations, and shall not contain infringing, illegal, vulgar and other contents. If the product cannot be produced or is investigated and punished due to the design draft problem, our company has the right to cancel the order, not give a refund, and pursue your relevant responsibilities;

3. Our company can provide free design modification services (limited to 3 times, each modification does not involve core design needs). For more than 3 times, the corresponding design fee will be charged, and the design fee will not be refunded (regardless of whether the order is cancelled or not);

4. Matters not covered in this policy shall be settled through negotiation between both parties; if negotiation fails, a lawsuit may be filed with the people's court having jurisdiction over the location of Wenzhou Maoheng Packaging Co., Ltd.

VII. Contact Us

If you have any questions about returns and refunds, you can contact us in the following ways:

• Official Email: [Please fill in your company email]

Contact Phone: [Please fill in your  

• company phone number]

• Shopify Independent Station: [Please fill in your independent station link]

• Company Address: Wenzhou [Please fill in the detailed company address]

This policy shall take effect on the date of issuance. Wenzhou Maoheng Packaging Co., Ltd. reserves the final interpretation right of this policy. Any adjustment will be announced on the homepage of the Shopify independent station, and the adjustment shall take effect on the date of announcement.

Sincerely, Wenzhou Maoheng Packaging Co., Ltd.