Return & Refund Policy

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

Broken stitching Material tears Faulty zippers Hardware failures

Specification Non-Compliance

Products not meeting agreed specifications in the purchase order

Wrong dimensions Incorrect colors Missing features Wrong materials

Shipping Damage

Products damaged during transportation (documented upon receipt)

Crushed packaging Water damage Physical damage in transit

Quantity Discrepancy

Received quantity differs significantly from order

Short shipment Missing cartons

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

1

Document the Issue

Take clear photographs of defects
Note affected quantities
Preserve defective samples for inspection
Record carton numbers and batch information

2

Submit Claim

Email claim to sales@clanbag.com
Include order number and invoice reference
Attach photos and documentation
Describe the issue clearly

3

Claim Review

We review your claim within 3 business days
May request additional photos or samples
Compare against production records and approved samples

4

Resolution Proposal

We propose a fair resolution based on findings
Options may include replacement, credit, or refund
Negotiate terms if needed

5

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

Structural failures Safety hazards Complete material failures

Resolution: Full replacement or refund; investigation to prevent recurrence

Major Defects

Significant defects affecting product function or appearance

Visible material flaws Non-functional components Significant specification deviations

Resolution: Replacement, credit, or refund based on severity and quantity affected

Minor Defects

Small imperfections not significantly affecting use or value

Slight color variations Minor cosmetic imperfections Small dimensional variations within tolerance

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

Before Production: Orders may be cancelled before production with forfeiture of deposit

During Production: Partial charges apply based on production progress

After Production: Custom products cannot be cancelled once complete

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

1

Direct Negotiation

First, we work directly with you to understand the issue and find a fair solution

Initial response within 3 business days

2

Management Review

If initial discussions do not resolve the issue, escalate to management for review

Management review within 5 business days

3

Third-Party Assessment

For complex disputes, agree on a neutral third-party inspection or assessment

As mutually agreed

4

Formal Mediation

If internal resolution fails, parties may agree to formal mediation

Before pursuing arbitration

5

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.

How long do I have to report quality issues?

Inspect goods within 7 days of receipt and report quality issues within 14 days. Claims submitted after 14 days may have limited resolution options.

What documentation do I need for a quality claim?

Provide clear photos of defects, order/invoice number, affected quantities, carton numbers, and a description of the issue. Keep defective samples for possible inspection.

Can I return custom OEM products?

Custom products matching approved samples and specifications are not returnable. However, manufacturing defects not present in approved samples are covered.

Who pays for return shipping?

Clanbag covers return shipping costs for confirmed manufacturing defects. In some cases, photo documentation is sufficient without physical return.

How long does the refund take?

Once a resolution is agreed, credit memos are issued within 10 business days and monetary refunds within 15 business days.

What if production matches the approved sample but I am not satisfied?

If production matches your approved sample, returns are not accepted for dissatisfaction. This is why thorough sample evaluation before approval is critical.

Can I cancel an order?

Orders can be cancelled before production begins with forfeiture of deposit. Partial charges apply during production. Completed orders cannot be cancelled.

What defect rate is acceptable?

We follow AQL standards: 0% for critical defects, 1.5% for major defects, and 4.0% for minor defects. Rates above these levels warrant a claim.