1. Order Cancellation
Buyers may cancel orders free of charge before the supplier accepts the order. After acceptance, cancellation requires mutual agreement; the supplier may retain documented costs incurred (raw materials, custom tooling).
2. Refund Eligibility
- Non-delivery within agreed lead time + 14-day grace period: full refund.
- Material deviation from specifications: full or partial refund per dispute decision.
- Buyer change-of-mind after shipment: not eligible.
3. Refund Process
Approved refunds are returned to the original payment method, typically within 5–10 business days of confirmation. Where a third-party payment processor was used, that processor's fees may be non-refundable depending on jurisdiction.
4. Partial Refunds
For partial defects or short shipments, refunds are pro-rated based on the affected portion of the order.
5. Chargebacks
Buyers are encouraged to use our dispute process before initiating chargebacks. Unwarranted chargebacks may result in account suspension.
6. Service Fees
Platform service fees are refundable on cancellations before order acceptance and non-refundable thereafter.
7. Contact
Refund requests: finance.accounting@rlgroupasiath.com