Return & Exchange Policy
Dongguan Wanjia Paper Products Co., Ltd. is committed to providing customers with high-quality products and services. We understand the various situations that may arise with paper products during transportation and use, and have formulated this Return & Exchange Policy to protect your rights and interests.
Scope of Application
This policy applies to all products sold by Dongguan Wanjia Paper Products Co., Ltd., including but not limited to:
1.1 Applicable Product Types
- Base Paper: Coated One Side (C1S), Coated Two Sides (C2S), Offset Paper, Sugarcane Paper, Poker Paper, etc.
- Packaging Boxes: Rigid Boxes, Special-shaped Boxes, Folding Boxes, Corrugated Boxes, etc.
- Specialty Paper: Silver Coated Paper, Specialty Paper, Recycled Paper, etc.
- Food Grade Board: Various food-grade paperboard materials
1.2 Applicable Customer Types
- All direct purchasing customers
- Agents and distributors
- Partner enterprises
- Bulk purchase users
Return & Exchange Conditions
Customers have the right to apply for return or exchange under the following circumstances:
2.1 Quality Issues
- Printing Defects: Obvious color deviation, misprinting, missing printing
- Material Defects: Paper damage, uneven thickness, coating peeling
- Manufacturing Defects: Dimensional errors exceeding allowable range
- Performance Issues: Failure to meet promised physical performance indicators
2.2 Shipping Errors
- Received products do not match order specifications
- Quantity more or less than ordered
- Wrong product model or specifications
- Packaging labels inconsistent with contents
2.3 Transportation Damage
- Obvious damage caused during transportation
- Damage due to moisture or rain exposure
- Severe extrusion deformation affecting use
- Product contamination due to packaging damage
Time Requirements
3.1 Application Time Limit
Quality Issue Application
Submit application within 7 working days of receipt, with detailed supporting documents
Shipping Error Application
Submit application within 3 working days of receipt, keep products in original condition
Transportation Damage Application
Submit at time of receipt or within 24 hours, need carrier on-site confirmation
Hidden Defect Application
Submit within 3 working days of discovery, need technical testing support
3.2 Processing Time Limit
- Preliminary review: Within 2 working days of receiving application
- Quality assessment: 3-5 working days after review approval
- Exchange processing: Completed within 5-10 working days after confirmation
- Refund processing: Completed within 3-7 working days after confirmation
Return & Exchange Process
Submit Application
Submit return/exchange application through designated channels, providing:
- Order number and product information
- Detailed problem description
- Photo or video evidence
- Expected solution
Review & Assessment
Quality department conducts assessment:
- Verify authenticity of supporting documents
- Confirm nature of problem and responsibility
- Propose handling recommendations
- Communicate and confirm with customer
Execute Processing
Execute based on review results:
Completion Confirmation
After processing completion:
- Send processing completion confirmation notice
- Update order status information
- Record quality issues and improvements
- Conduct customer satisfaction follow-up
Cost Responsibility
5.1 Responsibility Allocation
5.2 Refund Instructions
- Refund Method: Returned to original payment channel, invoice required
- Processing Time: Processed within 3-5 working days after refund confirmation
- Credit Time: Bank transfers may take an additional 3-5 working days
- Refund Amount: Full refund includes product price and corresponding shipping fees
Exceptions
6.1 Non-Returnable/Non-Exchangeable Scenarios
- Customized products according to customer requirements
- Sample products or products clearly marked as special offer
- Products that have been cut, printed, processed or used
- Products exceeding the specified application time limit
- Products without valid purchase proof
- Products with normal wear and tear from use
6.2 Special Processing Requirements
Bulk Order Processing
For large-volume orders, phased processing or negotiated special solutions may be required
International Order Processing
Involving special factors such as tariffs and international transportation, processing time may be extended
Seasonal Products
Seasonal products may have special return/exchange time restrictions
Quality Assurance
7.1 Quality Control Measures
- Strict quality inspection system and standards
- Product sample retention system for each batch
- Supplier quality management evaluation
- Full inspection or random inspection system before delivery
7.2 Problem Handling Priority
Urgent Issues
Affecting basic product functionality or posing safety risks, response within 24 hours
Major Issues
Significantly affecting use or occurring in batches, response within 48 hours
General Issues
Minor defects or individual product issues, response within 5 working days
Application Methods
8.1 Application Channels
Policy Explanations
9.1 Legal Basis
This policy is formulated in accordance with the "Consumer Rights and Interests Protection Law of the People's Republic of China", "Product Quality Law of the People's Republic of China" and other relevant laws and regulations. In case of conflict between the terms of this policy and relevant laws and regulations, the laws and regulations shall prevail.
9.2 Policy Updates
Dongguan Wanjia Paper Products Co., Ltd. reserves the right to modify this Return & Exchange Policy at any time. Revised policies will be published on the company website, and major changes will be notified to existing customers via email or SMS.
9.3 Dispute Resolution
Any disputes arising from the implementation of this policy shall first be resolved through friendly negotiation between both parties. If negotiation fails, complaints may be filed with relevant consumer rights protection organizations in Dongguan City, or resolved through legal channels.
Thank you for choosing Dongguan Wanjia Paper Products Co., Ltd. We are committed to providing you with high-quality products and services to ensure your rights and interests are fully protected.
Dongguan Wanjia Paper Products Co., Ltd.