POLICY

Refund, Cancellation & Dispute Policy

Clear, fair rules for every stage of your sourcing order — so you always know where you stand.

Effective date: 1 August 2026 · Last updated: 13 August 2026

1. Quick overview table

Stage of the project Can Buyer cancel? Refund amount (on deposits paid) Refund timeline
1. Initial quote (no PI signed) Yes, any time, no fee Sample deposits paid: 100% refundable within 90 days if no PO placed ≤ 15 banking days
2. PI signed · deposit paid · factory has NOT started production Yes 100% of deposit MINUS 1× minimum project fee (USD 100 / 160) ≤ 15 banking days
3. Production has started (any progress > 0%) Only with factory written consent Unused portion after deducting factory-incurred costs + accrued commission on work done ≤ 20 banking days after factory confirmation
4. QC fails 1st / 2nd time Not necessary — factory reworks No refund needed; factory bears re-inspection fees N/A
5. QC fails 3rd time or factory cannot remedy Yes — Buyer's right 100% of deposit for the failed SKU (refunded from the factory via us; we waive commission on that SKU) ≤ 20 banking days after formal cancellation letter
6. Goods have shipped (FOB passed) No Covered by cargo insurance (if Buyer arranged it); we open factory warranty claim on request Insurance timeline only
7. Hidden defect discovered after arrival (≤ 45 days from ETD) Remedy, not refund Price deduction, free re-supply on next PO, or factory-paid replacement — whichever the Buyer prefers, up to FOB value of the defective lot Resolution within 30 days of evidence
8. Force majeure ≥ 90 days Either party 100% of unused deposit balance (net of committed factory costs) ≤ 20 banking days

2. Sample fees

  • Off-the-shelf samples (USD 10 – 50 per SKU): refunded in full against the first PO ≥ USD 1,500 placed within 90 calendar days of the sample invoice date.
  • Custom OEM samples and mould fees: quoted per project. Mould fees are generally non-refundable once the mould has been cut, even if the Buyer later does not place mass production. We will always confirm the mould fee and its refund status in writing before you pay it.
  • International courier charges (DHL / FedEx / UPS) to send you the samples are never refundable once the parcel has been handed over to the courier.

3. Re-inspection fees

Pre-shipment QC inspections are included in our commission for every order. However:

  • The 1st and 2nd re-inspection (after QC failure) are billed to the factory, not to the Buyer.
  • From the 3rd re-inspection onwards, the Buyer may choose: (a) to cancel that SKU (see row 5 of the table, full deposit refund), or (b) to continue and cover the 3rd-party inspection fee out-of-pocket (typically USD 80 – 250 per man-day, quoted in advance).

4. Commission refund rules

  • If an entire order is cancelled before the deposit is released to the factory — we waive the commission entirely (only the minimum project fee applies, per table above).
  • If part of an order is cancelled (one or more SKUs only), commission is pro-rated to the SKUs that ship and reduced pro-rata for the cancelled SKUs.
  • If we refer you to a factory that is later found to lack the legal capacity to export (no import/export license, not matching the supplier verification report) — this is our responsibility and we refund 2× the commission collected on that PO up to a cap of USD 3,000, and also cover the cost of re-auditing a replacement factory.

5. Non-refundable items

The following are non-refundable, even in a cancellation scenario, once incurred (we always provide receipts):

  • Courier / shipping charges already paid to carriers
  • 3rd-party laboratory testing fees (CE, FDA, CPC, RoHS, etc.)
  • Trademark / patent filing fees paid to government bodies on your behalf
  • Destination import duties, tariffs, and customs bonds — these are set by the Buyer's country government and never flow through our accounts
  • Bank transfer fees charged by remitting / intermediary / receiving banks (we always pass through exactly the amount we receive, minus any receiving-side fee which is typically USD 10 – 35)
  • Mould / tooling fees where the mould has already been manufactured (§2)

6. How refunds are paid and how long they take

  1. All refunds are returned via the same payment method and the same currency you originally used to pay us, to minimise intermediary fees.
  2. We process refund requests within 3 working days of written confirmation and supporting evidence.
  3. For T/T wire refunds, cleared funds typically appear in your account within 5 – 15 international banking days depending on your receiving bank and the correspondent banking chain. Delays caused by sanctions screening or anti-money-laundering review are outside our control; we will provide SWIFT confirmation receipts on request.
  4. We do not charge any processing or admin fee for legitimate refunds. The only deductions are those explicitly listed in the table in §1.

7. How to open a dispute

Step 1 — Notify us in writing within the applicable window:

  • QC dispute (before shipment): before goods leave our Yiwu warehouse (or within 24 hours of you receiving our pre-shipment QC report, whichever is later).
  • Hidden-defect dispute (after arrival): within 45 calendar days from the vessel ETD / air waybill date (§8 of the Terms of Service).
  • Email info@yeatru.com, subject line format: Dispute — [PO number / PI number].

Step 2 — Attach evidence:

  • Defect photos / videos with the production lot number clearly visible on the outer carton.
  • Copy of the PI and the QC report being disputed.
  • For destination damage: photos of the sealed container seal number + exterior carton condition at the time of un-stuffing (essential for insurance claims).

Step 3 — We respond within 5 working days with:

  • Our written position on liability.
  • If disputed, the name of the 3rd-party independent QC firm we both can engage to break the tie (their fee is paid by the losing party).
  • If accepted, the refund / remedy amount and timeline.

If the 30-day good-faith negotiation window described in our Terms of Service §12 closes without resolution, either party may escalate to the Yiwu Arbitration Commission as described in Terms of Service §12.2.

8. Shipping damage and lost cargo

  • Damage discovered during unloading at the destination port / warehouse is a carrier or insurer matter, not a sourcing-service refund. We will provide you with a full set of clean-on-board bill of lading copies, loading photos, and packing lists to support your cargo insurance claim. If we arranged the insurance on your behalf (under an explicit CIF / DDP term), we file the claim for you and keep you copied on every update.
  • Loss of an entire container (total loss) before cargo insurance pays out: we will advance the replacement deposit for you interest-free for up to 60 days on repeat orders, on condition that you assign the eventual insurance payout to us when it arrives. This is available only to Buyers with 2 or more previously paid POs in good standing.

9. Buyer's remorse policy

We understand business plans can change. If you cancel a PO within 48 hours of paying the deposit and the factory has not yet purchased raw materials, we will refund you 100% of the deposit, including the minimum project fee, no questions asked. This is a one-time concession per Buyer and is in addition to any statutory cooling-off rights you may have.

10. Questions about a refund?

Yeatru Sourcing · 义乌市弋楚贸易有限公司
Attn: Accounts & Refunds — Neil Liu (Founder)
NO.188 Shangcheng Ave, Yiwu, Zhejiang 322000, P.R.China
Email: info@yeatru.com · WhatsApp: +86 159 8851 6408
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