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Return policy

1. General Principles

This Refund & Return Policy applies to all B2B cross-border trade orders of Innojar Limited for US and European markets. Considering the particularity of international cross-border logistics, customs supervision and bulk commodity transactions, return and refund services are implemented in strict accordance with confirmed order terms, product quality standards and international trade rules.

2. Eligible Refund & Return Scenarios

Clients may apply for return, partial refund or reshipment only under the following verified valid circumstances:
  • Product Quality Defects: Defective products, damaged goods or non-compliant quality that fail to meet the confirmed order specifications, verified via official inspection reports and real evidence within the valid feedback period.
  • Wrong Shipment / Short Shipment: Inconsistent product model, specification, quantity or missing goods caused by the Company’s shipment error.
  • Unfulfillable Shipment: Order unable to be delivered due to the Company’s unilateral reason before cargo shipment.

3. Ineligible Refund & Return Scenarios

The Company does not accept return or refund applications for the following situations:
  • Customer’s personal reason for abandoning the order, unnecessary stock, or market sales adjustment after order confirmation and procurement arrangement
  • Goods damaged, defective or lost due to customer-provided incorrect parameters, improper storage, secondary processing, man-made damage or local logistics handling after delivery
  • Delay or loss caused by US/EU customs inspection, policy adjustment, force majeure events and other uncontrollable factors
  • Orders that have been shipped, cleared customs or delivered without valid quality objection feedback within the specified time limit
  • Products with customized specifications, private molds and personalized customization confirmed by clients

4. Application & Processing Period

Clients must submit written refund/return applications with complete evidence (photos, videos, inspection documents) within 7 working days after cargo receipt. Overdue applications will not be accepted.
The Company will complete verification and reply within 5–10 working days after receiving valid application materials. After confirmation of liability, the refund or reshipment solution will be implemented as scheduled.

5. Cost & Liability Division

  • Company-liable issues: The Company bears all resulting costs including return freight, replacement cost and related handling fees, and provides full refund or free reshipment services.
  • Customer-liable issues: All generated procurement loss, logistics fees, customs fees, storage fees and penalty expenses shall be borne by the customer; no refund application will be approved.
  • Partial discrepancy: For partial quantity or specification errors, only partial refund or targeted reshipment will be provided, without support for full order cancellation.

6. Refund Cycle

After both parties confirm the refund agreement, the Company will arrange the refund via official corporate cross-border wire transfer. The arrival time is subject to international bank processing cycles, usually within 7–15 working days.

7. Final Rules

All return and refund behaviors shall comply with confirmed order contracts, INCOTERMS rules and US/EU local trade regulations. Innojar Limited reserves the right of final interpretation and reasonable revision of this policy to adapt to cross-border trade business and compliance requirements.