Refund & Returns Policy — gexincase.com

Effective date: 2026-03-02

1. Scope
   This Refund & Returns Policy applies to purchases of physical products made on gexincase.com by Foshan Gexin Metal Products Co., Ltd. (“we”, “us”, or “Company”).
2. Contact information
   Email: sales005@fsgexin.com
   Phone / WhatsApp: +8675785432906
   Office: Foshan Gexin Metal Products Co., Ltd.
3. Order cancellation

• Buyers may request order cancellation before the order ships. To cancel, contact us immediately at sales005@fsgexin.com.
• If the order has already shipped, please follow the Returns procedure below.

4. Returns — general rules

• Eligibility window: Returns must be requested within 14 days of delivery receipt unless a different period is stated for specific products.
• Condition: Items must be returned in original condition and packaging, unused, unaltered, and with all accessories and documentation.
• Non-returnable items: Custom-made products, cut-to-size items, clearance/discounted final-sale items (if explicitly labeled), and sanitary products (if applicable) are non-returnable unless defective. Check product page for exceptions.

5. How to request a return or refund

• Email sales005@fsgexin.com with: order number, product name/SKU, reason for return, photos if item is damaged/defective, and preferred resolution (refund, replacement, or repair).
• We will respond within 2 business days with return authorization and instructions. Do not return items before receiving authorization.

6. Return shipping & costs

• Domestic (China) returns for defective or incorrect items: we will provide a pre-paid return label or reimburse reasonable return shipping costs after verification.
• Returns for buyer’s remorse (change of mind) or incorrect ordering: buyer is responsible for return shipping and any customs/import fees; original shipping costs are non-refundable.
• International returns: buyer typically pays return shipping unless we confirm item was shipped in error or defective.

7. Inspection & processing time

• Upon receiving the return, we will inspect the item. Inspection may take up to 7–14 business days.
• If approved, refunds or replacements will be processed within 7 business days following inspection confirmation.

8. Refund methods & timing

• Refunds will be issued to the original payment method. The time it takes to reflect in your account depends on your bank or payment provider.
• For orders paid by bank transfer or other manual methods, refunds may be issued via bank transfer or other agreed method.

9. Exchanges & replacements

• If you request an exchange for a different item or a replacement for a defective item, we will guide you through the process after inspection. Exchanges are subject to stock availability.

10. Damaged or incorrect items on arrival

• If an item arrives damaged or you received the wrong item, contact sales005@fsgexin.com within 72 hours of receipt with photos of the package and item. We will prioritize resolution (replacement, repair, or full refund including return shipping).

11. Partial refunds & restocking fees

• Partial refunds may be issued for items not returned in original condition, missing parts, or if only partial issues are confirmed.
• We do not normally charge restocking fees. If a restocking fee applies (e.g., custom handling), it will be disclosed in your return authorization.

12. Customs, duties & taxes

• For international orders, you are responsible for any import duties, taxes, or customs charges unless otherwise stated. Refunds do not include customs/duties paid to third-party carriers.

13. Proof of shipment / lost returns

• We recommend using a trackable shipping service and keeping proof of return shipment until refund is completed. We are not responsible for returns lost in transit unless a pre-paid return label or insured method is provided by us.

14. Warranty claims

• If a product is covered by a manufacturer warranty, we will assist with warranty claims per the manufacturer’s terms. Please provide proof of purchase and photos/evidence of defect.

15. Disputes & chargebacks

• Please contact us at sales005@fsgexin.com to resolve issues before initiating a dispute or chargeback with your payment provider. Unjustified chargebacks may lead to order cancellation or refusal of future orders.

16. Changes to this policy

• We may update this Policy occasionally. Material changes will be posted on the Site with an updated effective date.

17. Governing law & contact for disputes

• This policy and any disputes are governed by the laws of the People’s Republic of China. For unresolved disputes, contact sales005@fsgexin.com or call +8675785432906.