Return and Exchange Policy
At Aoquan Rubber, we are committed to providing consistent product quality and reliable service for our B2B customers. Because many of our rubber products are manufactured or customized according to specific technical requirements, returns and exchanges are handled based on the product type, order terms, and reason for the request.
1. Return and Exchange Eligibility
Returns or exchanges may be accepted in the following circumstances:
Products received are different from the confirmed order specifications.
Incorrect products or quantities were shipped.
Products have verified manufacturing defects.
Products were damaged before delivery due to packaging or handling under our responsibility.
All return or exchange requests are subject to review and approval by our sales and quality teams.
2. Customized Products
Customized rubber products, molded parts, sealing rings, or other products manufactured according to customer drawings, samples, dimensions, materials, colors, or technical specifications are generally not eligible for return or exchange unless there is a confirmed manufacturing defect or the products do not meet the mutually agreed specifications.
Customers are responsible for reviewing and approving drawings, samples, technical specifications, and other production requirements before mass production.
3. Reporting a Problem
If you receive products with a quality issue, shortage, incorrect specification, or shipping discrepancy, please contact our sales team as soon as possible after receiving the shipment.
To help us investigate efficiently, please provide:
Order or Purchase Order number
Product name and quantity
Description of the issue
Photos or videos showing the problem
Packaging and shipping label photos where applicable
Relevant inspection or measurement records
Our quality team may request additional information or product samples for further analysis.
4. Quality Verification
After receiving the claim information, we will review the issue based on the approved drawings, specifications, samples, inspection standards, and order documentation.
If the issue is confirmed to be caused by our manufacturing or fulfillment process, we may provide an appropriate solution, including:
Replacement of defective products
Reproduction of the affected quantity
Credit toward a future order
Refund, where mutually agreed
Other reasonable corrective action
The final solution will depend on the specific circumstances of the order.
5. Non-Returnable Situations
Returns or exchanges may not be accepted where:
Products were manufactured according to customer-approved specifications.
Incorrect dimensions, drawings, materials, or requirements were provided by the customer.
Products have been improperly stored, installed, modified, processed, or used.
Damage occurred after delivery due to improper handling.
Normal variation is within the agreed tolerance or industry standard.
Products have been used beyond their intended application or operating conditions.
The request is made solely because the customer no longer requires the products.
6. Return Authorization
Products should not be returned without prior written authorization from Aoquan Rubber.
If a return is approved, our sales team will provide return instructions, including the return address, shipping method, and required documentation.
Unauthorized returns may not be accepted or processed.
7. Return Shipping Costs
If a return or replacement is required due to a confirmed manufacturing defect, incorrect shipment, or other issue for which Aoquan Rubber is responsible, reasonable return or replacement transportation costs will be handled according to the agreed solution.
If a return is accepted for reasons unrelated to product quality, return shipping, customs fees, handling charges, and other related costs may be the responsibility of the customer.
8. Refunds
Where a refund is approved, the amount and refund method will be determined based on the original order, affected quantity, payment method, and mutually agreed resolution.
Shipping charges, customs duties, taxes, bank fees, and other third-party costs may be non-refundable unless otherwise agreed.
9. B2B Order Terms
For B2B transactions, the terms stated in the confirmed quotation, Purchase Order, Proforma Invoice, sales contract, approved technical specification, or other mutually agreed document will take precedence where they differ from this Policy.