Refund policy

RETURN AND REFUND POLICY

Last updated: August 28, 2026

XZT Bag Hardware primarily supplies B2B, wholesale, OEM, ODM and custom-manufactured products.

Because many of our products are made according to customer specifications, drawings, samples, colors, finishes, logos, packaging or other customized requirements, returns and refunds are handled differently from standard retail purchases.

1. CUSTOM AND MADE-TO-ORDER PRODUCTS

Customized, made-to-order, engraved, branded, specially plated, specially colored, specially packaged or customer-specific products are generally not eligible for return or refund due to a change of mind, incorrect ordering by the customer, or changes in the customer's own requirements.

Customers are responsible for reviewing and approving all relevant product details before mass production, including dimensions, materials, finishes, colors, logos, packaging and quantities.

2. SAMPLES AND SAMPLE FEES

Sample fees, prototype fees, mold fees, tooling fees and shipping costs may be non-refundable unless otherwise agreed in writing.

If a sample fee is agreed to be deductible from a future bulk order, refundable or partially refundable, this will be stated in the quotation, proforma invoice or written agreement.

3. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If you receive products that are damaged, defective, materially inconsistent with the approved specifications, or different from the confirmed order, please contact us as soon as reasonably possible after receipt.

Please provide:

- Order number
- Product name or model
- Photos or videos
- Quantity affected
- Description of the issue
- Packaging condition where relevant

We will review the information and investigate the issue.

Depending on the circumstances, we may offer:

- Replacement
- Rework
- Credit
- Partial refund
- Refund
- Other reasonable solution

The appropriate remedy will depend on the nature, quantity and cause of the confirmed issue.

4. MANUFACTURING TOLERANCES

Minor variations in dimensions, weight, plating tone, color, surface texture, polishing, assembly and appearance may occur as part of normal manufacturing processes.

Such variations will not be considered defects if they are within reasonable manufacturing tolerances, approved samples, agreed specifications or accepted industry standards.

5. RETURNS

Products must not be returned without our prior written authorization.

If a return is approved, we will provide instructions regarding the return address, shipping method and any applicable conditions.

Unauthorized returns may be refused.

Unless the issue is confirmed to be caused by our manufacturing error, return shipping, customs charges, import duties, taxes and related costs may be the responsibility of the customer.

6. SHIPPING DAMAGE

If goods appear to have been damaged during transportation, please retain the original packaging and provide photos or videos of:

- The outer carton or packaging
- Shipping labels
- Internal packaging
- Damaged products

This information may be required for a claim with the carrier or logistics provider.

7. NON-RETURNABLE ITEMS

The following items are generally non-returnable unless they are confirmed to have manufacturing defects or do not meet agreed specifications:

- Custom-made products
- Products with custom logos or branding
- Special colors or plating finishes
- Custom dimensions or structures
- Customer-specific packaging
- Molded or tooled products produced specifically for one customer
- Approved samples or prototypes
- Products that have been modified, installed, used or damaged after delivery

8. REFUNDS

Where a refund is approved, the refund method and amount will be confirmed in writing.

Bank charges, payment processor fees, currency conversion losses, shipping charges, customs fees, duties and taxes may not be refundable unless otherwise agreed.

9. CANCELLATIONS

Orders may be cancelled before production begins only with our written confirmation.

Once materials have been purchased, molds or tooling have been started, samples have been produced, production has begun, surface treatment has started or packaging has been prepared, cancellation may not be possible.

If cancellation is accepted after costs have already been incurred, those costs may be deducted from any amount refunded.

10. CONTACT

For return, refund or quality-related questions, please contact:

Trade name:
XZT Bag Hardware

Legal business name:
Guangdong Xinzhongtuo Metal Products Co., Ltd.
广东新众拓金属制品有限公司

Email:
xiaozheng2085@gmail.com

Phone:
+86 173 2866 4285

Website:
xztbaghardware.com