B2B Return & Replacement Policy

1. Quality Issues Only

We only accept returns or provide replacements for items suffering from verifiable manufacturer defects or significant shipping errors (e.g., incorrect models shipped). We do not accept returns for buyer's remorse, overstocking, or changes in market demand.

2. OEM/ODM Custom Orders

Any products manufactured under OEM (Original Equipment Manufacturer) or ODM (Original Design Manufacturer) agreements, featuring custom branding, unique colors, or structural modifications, are strictly non-refundable. These goods are manufactured exclusively for your brand and cannot be resold. In the rare event of a manufacturing defect in custom batches, we will negotiate repair or replacement solutions directly with you.

3. Inspection Period (14-30 Days)

Upon receiving your shipment at your designated port or warehouse, you have an inspection period of up to 30 days. You must document and report any missing quantities or defective items within this window.

• Please provide clear photographic or video evidence of the defect.
• Include the exact quantity of affected units and the original PO/Invoice number.
• Claims submitted after 30 days of confirmed delivery will generally not be honored.

4. Return Solutions

Because international return shipping is often cost-prohibitive, we typically prefer to resolve valid quality claims through the following methods rather than requiring physical returns:

• Replacements: Shipping defect-free replacement units alongside your next scheduled container/order.
• Credit notes: Applying a financial credit to your account, deducting the value of the defective units from your next invoice.
• Partial refunds: Issuing a direct refund for the defective percentage of the order.

5. Return Shipping Responsibility

If a physical return to our Xiamen facility is mutually agreed upon to inspect a widespread failure mode, the customer is responsible for initially organizing and paying for return shipping. If our quality control team validates the defect as a manufacturing error, we will reimburse the return shipping costs (up to a pre-agreed maximum limit) or credit it to your next order.

6. Contact Before Returning

Never ship goods back to our factory or any affiliated address without prior written authorization from your designated HYD sales representative. Unauthorized returns will be refused at the dock and we will not be held liable for any associated logistics or customs fees.

7. Applicable Countries

While we ship globally, the standard merchant return policy framework is primarily structured around major import markets, including but not limited to the United States (US), Canada (CA), United Kingdom (UK), and European Union (EU) member states. Policy nuances may vary slightly based on your specific incoterms (e.g., FOB vs. DDP).