Return & Refund Policy

We aim to make every order as smooth and reliable as possible. This policy applies to wholesale, OEM and bulk orders placed through our website.

As every order is quoted and confirmed individually, the terms and conditions stated in the Proforma Invoice (PI) will take precedence wherever they differ from this policy.

1. Pre-Shipment Inspection

We welcome third-party inspections before shipment, including full inspections and sampling inspections arranged at your preference.

Products that pass the agreed inspection are considered accepted. If any defective units are identified during inspection, we will repair or replace them at our cost before shipment.

To ensure a smooth inspection process, please inform us of your preferred inspection agency when placing your order, allowing us to coordinate the schedule with production.

2. Shortages & Transit Damage

If your order arrives with missing items or products damaged during transit, please notify us within 5 days of receipt.

To help us assess and resolve the issue promptly, please provide clear photographs of the outer packaging, shipping carton and affected products.

Confirmed missing or damaged items will be replenished free of charge with your next order.

We recommend taking photos while unpacking the shipment, as this helps document the condition of the goods upon arrival.

3. Exclusions

The following situations are not covered under our replacement or compensation policy:

• Damage occurring after delivery due to improper storage, handling or transportation by the buyer or the buyer’s appointed agent.
• Defects or damage resulting from misuse, unauthorized modification or improper operation.
• Normal wear and tear, colour variations within industry tolerances, and natural variations in materials such as wood grain, ceramic glaze and woven fibre.
• Customized products featuring the buyer’s own designs, logos, colours or packaging, where the issue is not caused by a manufacturing defect.

4. Quality Disputes

In the event of a quality dispute, both parties will use the third-party inspection report as the primary basis for evaluation and resolution.

If no pre-shipment inspection was arranged, both parties may jointly appoint an independent inspection agency to assess the disputed products and provide an objective report.

We are committed to working with our customers toward a fair and practical resolution.

5. Samples, Refunds & Order Cancellation

Sample Fees

Some product samples are available free of charge; however, samples of high-unit-price items and customized products are not free. For all samples, we provide quotes for various shipping options based on package volume; the buyer selects the preferred method and covers the shipping costs.

Sample fees are refundable against your first bulk order. Sample shipping costs are borne by the buyer.

Refunds

Where a refund has been mutually agreed upon, it will be processed either by T/T bank transfer to the original paying account or as a credit toward your next order, according to your preference.

Refunds are typically processed within 10 business days after written agreement.

Order Cancellation

If an order is cancelled after materials have been purchased or production has started, charges may apply for materials already committed and labour incurred.

Any applicable cancellation charges will be communicated and confirmed in writing before proceeding.

6. Contact Us

For claims, returns or policy-related enquiries, please contact us at info@farmandgarden.cn.

To help us handle your request efficiently, please include your Proforma Invoice (PI) number and clear photographs where applicable.

Our team aims to respond within one business day.