Introduction
As a B2B manufacturer, we understand that quality is paramount to your business success. We implement rigorous quality control throughout production and offer fair resolution processes for any issues that may arise.
Key points of our return policy:
- Quality inspection before shipment
- Clear procedures for quality claims
- Fair and transparent refund process
- Commitment to resolving issues promptly
Note: This policy applies to B2B wholesale orders. Specific terms in your purchase agreement take precedence over this general policy.
Return Eligibility
Conditions under which returns and claims are accepted.
Eligible for Returns
Manufacturing Defects
Products with defects in materials or workmanship not matching approved specifications
Specification Non-Compliance
Products not meeting agreed specifications in the purchase order
Shipping Damage
Products damaged during transportation (documented upon receipt)
Quantity Discrepancy
Received quantity differs significantly from order
Not Eligible for Returns
Minor Variations
Slight variations in color, texture, or dimensions within acceptable tolerance (typically +/-2%)
Customer Design Flaws
Issues resulting from customer-provided designs in OEM/ODM orders
Misuse or Improper Storage
Damage caused by improper handling, storage, or use after delivery
Normal Wear
Issues arising from normal use and wear after product is in service
Approved Samples
Production matching approved pre-production samples
Quality Claims Process
How to report and resolve quality issues.
Important Timeframes
- Inspection: Inspect goods within 7 days of receipt
- Report Deadline: Report quality issues within 14 days of receipt
- Late Reports: Claims submitted after 14 days may have limited resolution options
Document the Issue
- Take clear photographs of defects
- Note affected quantities
- Preserve defective samples for inspection
- Record carton numbers and batch information
Submit Claim
- Email claim to sales@clanbag.com
- Include order number and invoice reference
- Attach photos and documentation
- Describe the issue clearly
Claim Review
- We review your claim within 3 business days
- May request additional photos or samples
- Compare against production records and approved samples
Resolution Proposal
- We propose a fair resolution based on findings
- Options may include replacement, credit, or refund
- Negotiate terms if needed
Implementation
- Execute agreed resolution
- Provide timeline for replacement shipments or refunds
- Document resolution for records
Keep all packaging, shipping documents, and defective samples until the claim is resolved.
Return Process
Steps for returning products when required.
Return Authorization Required
All returns require prior authorization. Contact us to obtain a Return Authorization (RA) number before shipping any products back.
Unauthorized returns may not be accepted or refunded.
Return Options
Full Return
Return of entire defective shipment
When: Major quality issues affecting significant portion of order
Partial Return
Return of only defective units
When: Isolated defects in limited quantity
No Return Required
Credit or replacement without physical return
When: Return shipping cost exceeds product value, or defects clearly documented
Return Shipping
- Clanbag covers return shipping for confirmed manufacturing defects
- Returns typically shipped via sea freight or as agreed
- Defective samples may be requested via express courier for analysis
Returned goods are inspected upon receipt. Resolution is confirmed after inspection.
Handling Defective Products
Our approach to different types of defects.
Critical Defects
Defects that make the product unusable or unsafe
Resolution: Full replacement or refund; investigation to prevent recurrence
Major Defects
Significant defects affecting product function or appearance
Resolution: Replacement, credit, or refund based on severity and quantity affected
Minor Defects
Small imperfections not significantly affecting use or value
Resolution: Price adjustment, credit on future orders, or acceptance as-is
AQL Standards
We follow AQL (Acceptable Quality Level) standards in our quality control
| Defect Type | AQL Level | Note |
|---|---|---|
| Critical | 0% | Zero tolerance |
| Major | 1.5% | Industry standard |
| Minor | 4.0% | Industry standard |
We conduct in-line and final inspections to catch defects before shipment. Third-party pre-shipment inspection is available upon request.
Refund Options and Timeline
How and when refunds are processed.
Replacement Shipment
We manufacture and ship replacement products at no additional cost
Timeline: Production time + shipping time
Best for: Ongoing business relationships
Credit Memo
Credit applied to your account for future orders
Timeline: Issued within 10 business days of resolution
Best for: Customers with regular ordering patterns
Monetary Refund
Refund to original payment method
Timeline: Processed within 15 business days of resolution
Best for: When replacement or credit is not suitable
Price Adjustment
Partial refund reflecting reduced value of goods
Timeline: Processed with next payment or within 15 business days
Best for: Minor defects where goods are still usable
Refund Method Details
- Wire Transfer: Refunds via bank wire transfer to your company account
- Credit: Credit notes applied to outstanding or future invoices
- Currency: Refunds processed in the original payment currency
Refund processing begins after claim resolution is agreed and any required returns are received and inspected.
Custom Order Policy (OEM/ODM)
Special considerations for custom-made products.
Custom OEM/ODM orders are manufactured specifically to your requirements. Due to their nature, return policies differ from standard products.
Custom Order Terms
Sample Approval
Production proceeds only after you approve pre-production samples
Sample approval confirms design, materials, and quality standards
Specification Compliance
Products matching approved samples and specifications are not eligible for return
Ensure specifications are complete and accurate before production
Design Responsibility
Customer bears responsibility for design functionality and suitability
We warrant manufacturing quality, not design performance
Material Specification
Custom materials ordered per your requirements are non-returnable
Standard materials may offer more flexibility
What's Covered
- Manufacturing defects not present in approved sample
- Production errors (wrong dimensions, colors, etc.)
- Quality falling below approved sample standard
What's Not Covered
- Design issues with customer-provided specifications
- Market rejection of approved designs
- Changes of mind after production begins
- Issues with customer-supplied components or artwork
Cancellation Policy
Sample Returns
Policy for sample orders and evaluation products.
Purpose: Samples are provided for product evaluation and quality verification before bulk orders
Ownership: Sample ownership transfers to buyer upon payment
Sample Returnability
| Sample Type | Returnable? | Notes |
|---|---|---|
| Stock Samples | Generally No | May be credited if defective or significantly different from catalog |
| Custom Development Samples | No | Made to your specifications; development costs apply |
| Pre-Production Samples | No | These are for approval only; costs typically included in order |
Sample Credits
Sample costs may be credited against bulk orders above minimum thresholds
- Bulk order placed within 90 days of sample receipt
- Order quantity meets agreed minimum
- Credit amount specified in original quote
Best Practice: Thoroughly evaluate samples before approving bulk production. Sample approval is your confirmation of quality and design acceptance.
Dispute Resolution
How we resolve disagreements fairly.
We believe in fair and transparent dispute resolution. Our goal is to find mutually acceptable solutions that maintain positive business relationships.
Resolution Process
Direct Negotiation
First, we work directly with you to understand the issue and find a fair solution
Initial response within 3 business days
Management Review
If initial discussions do not resolve the issue, escalate to management for review
Management review within 5 business days
Third-Party Assessment
For complex disputes, agree on a neutral third-party inspection or assessment
As mutually agreed
Formal Mediation
If internal resolution fails, parties may agree to formal mediation
Before pursuing arbitration
Arbitration
As a last resort, disputes are resolved through CIETAC arbitration per Terms of Service
Per arbitration rules
Our Commitments
- We respond to all claims and disputes promptly
- We provide clear explanations for our decisions
- We document all communications and agreements
- We honor mutually agreed resolutions
Preventive Measures
- Clear specifications and approvals before production
- Pre-production samples for OEM/ODM orders
- Optional third-party pre-shipment inspection
- Detailed documentation throughout the process
Return Policy FAQ
Common questions about returns and refunds.