At Shanghai Janton Industrial Co., Ltd., we understand that circumstances may change during an international business transaction. This Cancellation and Return Policy explains the general conditions for order cancellations, returns, replacements, and refunds for our products and services.
This policy is intended primarily for business-to-business (B2B) transactions. Specific terms agreed in a quotation, purchase order, sales contract, or other written agreement may apply to individual orders.
This policy applies to orders placed with Shanghai Janton Industrial Co., Ltd. through our website, email, quotation, purchase order, or other business communication channels.
For international B2B transactions, cancellation and return conditions may vary depending on the product, order quantity, production status, customization requirements, shipping status, and agreed commercial terms.
Where there is a conflict between this policy and a signed sales contract or written order agreement, the specific written agreement will generally prevail.
Customers may request cancellation of an order by contacting us as soon as possible.
Cancellation requests must be submitted in writing and should include the order number, company name, product information, and reason for cancellation.
Cancellation may be accepted if production, procurement, packaging, or shipment has not yet started.
Once production, procurement, customization, packaging, or shipment has started, cancellation may not be possible or may be subject to costs already incurred.
If an order is cancelled after production or procurement has started, the customer may be responsible for reasonable costs already incurred, including:
Raw materials and components
Production and labor costs
Customization and processing costs
Packaging costs
Special tooling or setup costs
Storage costs
Shipping and logistics costs
Other reasonable third-party costs
Any applicable cancellation charges will be determined based on the circumstances of the specific order.
Customized, made-to-order, private-label, specially configured, or customer-specific products may not be cancelled or returned once production or procurement has started, unless otherwise agreed in writing.
This may include products manufactured according to customer specifications, customized packaging, special dimensions, special materials, private labeling, or other customer-specific requirements.
Customers are responsible for ensuring that specifications, artwork, product information, and other details provided for customized orders are accurate before production begins.
Returns are not automatically accepted for international B2B orders.
Customers must obtain our prior written approval before returning any products. Unauthorized returns may be refused or returned to the customer at the customer's expense.
If a return is approved, we will provide return instructions and, where applicable, a return authorization or reference number.
Unless otherwise agreed, returned products should be:
Unused
In their original condition
Complete with all components and accessories
Properly packaged for international transportation
Free from damage, contamination, or unauthorized modification
Suitable for inspection and resale where applicable
If products are defective, damaged, or materially different from the specifications agreed in the order, customers should contact us promptly after receiving the goods.
Customers may be asked to provide:
Order or invoice number
Product information
Description of the issue
Photographs or videos
Packaging photographs
Shipping documents
Inspection reports or other supporting evidence where appropriate
After reviewing the claim, we may, at our discretion and subject to the applicable agreement and law, provide an appropriate remedy such as:
Replacement of affected products
Repair where reasonably possible
Credit
Partial refund
Full refund for affected products
Other mutually agreed solution
Customers should inspect shipments upon delivery where reasonably possible.
Visible transportation damage should be documented and reported to the carrier promptly. Customers should also notify us as soon as possible and provide supporting evidence.
Responsibility for transportation loss or damage will be determined according to the applicable sales contract, shipping documents, insurance arrangements, and agreed Incoterms® rule.
For international transactions, the applicable Incoterms® rule helps determine the allocation of costs, responsibilities, and risks between the buyer and seller.
Unless otherwise required by applicable law or agreed in writing, the following products may generally not be eligible for return:
Customized or made-to-order products
Products manufactured according to customer specifications
Private-label products
Products that have been used, installed, modified, or damaged by the customer
Products without original or appropriate packaging
Products that cannot reasonably be resold
Products returned without prior written authorization
Products subject to special regulatory or import restrictions
Additional exclusions may apply depending on the nature of the product and the terms of the specific order.
Unless the return is caused by our confirmed error, defective products, or another circumstance for which we are responsible under the applicable agreement, the customer may be responsible for return shipping costs, customs charges, taxes, insurance, handling fees, and other expenses associated with the return.
For approved returns, we will communicate the applicable shipping arrangements before the products are returned.
Where a refund is approved, the refund amount will be determined based on the applicable order terms and the circumstances of the cancellation or return.
Refunds may be reduced by applicable costs, including production costs, customization costs, shipping charges, customs fees, payment processing fees, or other non-recoverable expenses, where permitted by the applicable agreement and law.
Refunds will generally be processed using the original payment method unless otherwise agreed.
The processing time may depend on the payment method, bank, financial institution, and other third-party service providers.
If a customer refuses delivery or fails to complete customs clearance for reasons attributable to the customer, the resulting costs may include:
Original shipping charges
Return shipping charges
Customs and handling fees
Storage charges
Additional transportation costs
Other reasonable expenses incurred as a result
Such costs may be deducted from any applicable refund or charged separately, subject to the applicable agreement and law.
Requests to change product specifications, quantities, packaging, shipping addresses, or other order details should be submitted before production or shipment begins.
We will make reasonable efforts to accommodate requested changes, but changes may not be possible after production, customization, or shipment has started.
Additional costs resulting from approved changes may be charged to the customer.
Customers are encouraged to inspect products promptly after delivery.
Any shortage, visible damage, incorrect product, or apparent non-conformity should be reported to us as soon as reasonably possible.
Failure to provide timely notice or sufficient supporting information may affect our ability to investigate and resolve the claim, subject to applicable law and the terms of the relevant agreement.
Cancellation, return, or refund arrangements may be affected by circumstances beyond our reasonable control, including natural disasters, war, government actions, customs restrictions, transportation disruptions, port closures, strikes, epidemics, supply chain disruptions, or other unforeseen events.
In such circumstances, we will make reasonable efforts to communicate with the customer and find a practical solution.
We encourage customers to contact us first to resolve any cancellation or return issue through friendly communication and negotiation.
If a dispute cannot be resolved through negotiation, the applicable dispute resolution method, governing law, and jurisdiction will be determined according to the relevant sales contract or other applicable written agreement.
We may update this Cancellation and Return Policy from time to time to reflect changes in our business practices, products, services, or applicable laws.
Any updates will be posted on this page with a revised "Last Updated" date.
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