Refund policy

Wholesale Return Policy

1. General Policy

This Wholesale Return Policy applies exclusively to B2B wholesale customers purchasing through [New1 Bags Factory(CN)] for resale or commercial use. All returns require prior written authorization from our team. Unsolicited or unauthorized returns will be refused at the warehouse and returned to the sender at the customer's expense.

2. Return Window

Eligible returns must be requested within 30 calendar days from the date of delivery. Returns submitted after this period will not be accepted. Custom, made-to-order, and private label products are final sale and not eligible for return.

3. Eligible Returns

Returns will be accepted under the following circumstances:
  • Manufacturing defects or material discrepancies confirmed upon inspection
  • Wrong items, incorrect specifications, or quantity errors shipped by our fault
  • Goods damaged in transit (must be reported within 48 hours of delivery with photo evidence)
  • Billing errors or pricing discrepancies
  • Overshipments or duplicate orders dispatched by our team

4. Non-Eligible Returns

Returns will not be accepted for:
  • Change of mind, poor sales performance, or slow-moving inventory
  • Items ordered incorrectly by the customer (wrong model, size, color, or quantity)
  • Seasonal items submitted after the selling season has ended
  • Custom, private label, or personalized products
  • Items that have been used, worn, washed, modified, or altered in any way
  • Items with removed or damaged original packaging, tags, or labels
  • Items held by the customer for more than 30 days after delivery

5. Product Condition Requirements

All returned merchandise must:
  • Be in original, unopened, and undamaged packaging
  • Remain unused and in resalable condition
  • Include all original tags, labels, accessories, and documentation
  • Be free from customer-applied labels, price stickers, or modifications
  • Be accompanied by the original invoice or packing slip

6. Return Authorization (RMA) Process

  1. Submit Request: Contact your account manager or email [wholesale@yourstore.com] with your company name, order number, product SKUs, quantity, and reason for return, along with supporting photos.
  2. Approval: Our team will review your request within 3–5 business days. If approved, a Return Merchandise Authorization (RMA) number will be issued.
  3. Ship Return: Clearly mark the RMA number on the outside of the package and ship the items to the return address provided. We recommend using a trackable shipping method with insurance.
  4. Inspection & Processing: Upon receipt, our warehouse will inspect the items within 5–10 business days. Approved returns will be processed for refund, credit, or exchange per your preference.

7. Return Shipping Costs

  • Our fault (defects, wrong items, shipping damage, overshipments): We cover the return shipping cost. We will either provide a prepaid shipping label or reimburse standard ground shipping costs upon receipt.
  • Customer fault (incorrect order, change of mind, etc.): The customer is responsible for all return shipping costs, including any customs duties or taxes for international returns.

8. Restocking Fee

A 20% restocking fee applies to all returns due to customer error, to cover inspection, repackaging, and inventory handling costs. This fee is waived for returns caused by our error or product defects.

9. Refund & Credit Options

Approved returns may be resolved via:
  • Account credit (preferred) – applied to your wholesale account for future orders
  • Refund to original payment method – processed within 7–14 business days after inspection
  • Product exchange – swapped for alternate items of equal value (price differences settled accordingly)
  • Partial credit – issued for items with minor defects at our discretion

10. Damaged or Lost Shipments

  • Transit damage must be reported within 48 hours of delivery with photographic evidence of both the product and the outer packaging.
  • Lost shipments must be reported within 15 business days of the estimated delivery date. We will file a claim with the carrier and arrange a replacement or refund once the claim is approved.

11. Final Sale Items

The following items are strictly final sale and cannot be returned or exchanged:
  • Custom, made-to-order, and private label products
  • Clearance, closeout, or discontinued items
  • Sample orders
  • Any product marked "Final Sale" at the time of purchase

12. Contact Information

For all wholesale return inquiries:
  • Email: [handlebagTT@outlook.com]
  • Business Hours: [Mon–Fri, 9:00–18:00 GMT]