Refund policy
This B2B Returns, Refunds and Claims Policy applies to orders placed by businesses, distributors, wholesalers, retailers and other commercial customers with Prosmart.
All B2B orders are subject to the applicable quotation, purchase order, sales agreement and any written terms agreed between Prosmart and the customer.
Order Cancellation
An order cancellation request must be submitted to us in writing at:
Cancellation may be accepted only if production or procurement has not started.
For customized, OEM or ODM orders, cancellation may not be accepted once materials have been purchased, production has started, or customized components have been prepared. Any deposits, material costs, development fees or production costs already incurred may be non-refundable.
If an order is cancelled before production begins, any refund will be processed according to the agreed terms of the quotation or sales contract.
Returns
B2B customers do not have an automatic 30-day return period for unwanted, incorrectly ordered or unsold products.
A return is only accepted when it has been approved by Prosmart in writing before shipment. Products returned without prior written approval may be refused.
For standard, non-customized products, Prosmart may consider a return request if:
- The products are unused and in resalable condition.
- The original packaging, labels and accessories are complete.
- The return request is submitted within the period agreed in the quotation or sales contract.
- The customer provides the order number, product model, quantity and reason for the return.
Approved returns may be subject to return shipping costs, inspection fees or a restocking fee, depending on the order terms and the condition of the returned products.
Customized, private-label, OEM and ODM products are generally non-returnable unless they are defective, damaged during transportation or do not conform to the agreed specifications.
Damaged, Incorrect or Defective Products
Please inspect the shipment as soon as it is delivered.
If products are visibly damaged, missing or incorrect, please contact us within 7 days of delivery at:
Please provide:
- Order number or purchase order number
- Product model and quantity
- Photos of the outer packaging
- Photos or videos showing the issue
- A description of the problem
For manufacturing defects or products that do not conform to the agreed specifications, Prosmart may, at its discretion and subject to inspection:
- Repair the affected products
- Replace the affected products or components
- Provide replacement parts
- Issue a partial refund or credit
- Provide another remedy agreed by both parties
If the issue is confirmed to be caused by Prosmart, we will cover the reasonable return shipping costs after receiving prior approval. Customers should not return products before receiving our instructions.
Non-Returnable Situations
Returns or refunds may not be accepted for:
- Customized, private-label, OEM or ODM products, except in cases of confirmed defects or non-conformity
- Products manufactured according to customer-approved samples, drawings or specifications
- Products that have been used, modified, repaired or damaged after delivery
- Products damaged due to incorrect installation, improper use, poor storage or unauthorized modification
- Products returned without prior written approval
- Products affected by normal wear and tear
- Products returned without original packaging, accessories or required documentation
- Products purchased under a clearance, special-price or final-sale agreement, unless otherwise agreed in writing
Exchanges and Replacements
If a product is confirmed to be defective or incorrect, Prosmart will evaluate the most appropriate solution based on the nature and quantity of the issue.
For batch orders, we may replace the affected units or components instead of replacing the entire order. Replacement arrangements will be agreed with the customer after inspection.
Refunds and Credits
Once the returned products or relevant evidence have been received and inspected, we will notify the customer whether the claim has been approved.
If a refund is approved, it will normally be issued to the original payment method within 10 business days after approval.
For B2B orders, refunds may be issued as:
- A refund to the original payment method
- A credit against a future order
- Replacement products or components
- A partial refund agreed by both parties
Original shipping charges, customs duties, taxes, bank charges, payment processing fees and other third-party costs may not be refundable unless the issue was caused by Prosmart or otherwise agreed in writing.
Return Address
Do not send products to us before receiving written return instructions.
Approved returns should be sent to:
Prosmart
Room 803-4, Building 2, Chechuang Zhiye Plaza, No. 1 Cuizhi Road, Fengsha Village, Daliang Subdistrict, Shunde District, Foshan, Guangdong Province, China.
The customer is responsible for ensuring that the return shipment is properly packaged and includes the relevant order or claim information.
Contact Us
For B2B return, refund or product claim enquiries, please contact:
Email: prosmart_rocky@126.com
Please note that this policy is a general B2B policy. If there is any conflict between this policy and a signed sales contract, quotation or purchase agreement, the written agreement for that order will take precedence.