Refund policy

Return & Exchange Policy

1. General Principles

This policy applies to all Silicon Carbide (SiC) high-temperature kiln furniture products sold by Riseport Global Traders Ltd(Shenyang) (hereinafter referred to as "we" or "us"), including both Recrystallized SiC (R-SiC) and Silicon Nitride Bonded SiC (NSiC) series.
Customers are advised to read this policy carefully before placing an order. Placing an order constitutes acceptance of all terms herein.

2. Scope of Return/Exchange

Eligible for return/exchange:

Quantity discrepancy: Actual received quantity is less than ordered quantity; we will replenish the shortfall or refund the corresponding amount upon verification.
Incorrect specifications: Products delivered do not match the specifications, dimensions, or models stated in the contract or order.
Visible damage: Obvious breakage or damage caused during transit (customer shall take photos upon receipt and note on the delivery receipt).
Quality defects: Material or manufacturing defects confirmed by both parties within the warranty period.
Wrong shipment: Products shipped incorrectly due to our operational error.

Not eligible for return/exchange:

Custom products: Products made to customer-supplied drawings, dimensions, or technical requirements — unless caused by our design or manufacturing errors. Errors in customer-provided parameters are the customer's responsibility.
Beyond warranty period: Claims made after the warranty period has expired.
Improper use: Damage caused by installation errors, mishandling, over-temperature operation, chemical corrosion, mechanical impact, or other abnormal use.
Normal wear: Natural wear, oxidation, thermal cracking, and other normal consumption during routine use.
Used products: Products that have been put into service, processed, or modified, except for quality defect claims.
Packaging damage: Products damaged due to customer's unpacking or improper repackaging.
Minor appearance variations: Slight color differences, surface spots, or other cosmetic issues that do not affect performance, arising from the sintering process.

3. Return/Exchange Procedure

Step 1 — Submit Application

Customer shall submit a written return/exchange application (via email or formal letter) promptly upon discovering the issue (recommended within [7] business days), including:

Order or contract number
Problem description and requested resolution (return/exchange/replacement)
Photos or videos clearly showing the issue
Retain the affected product for inspection if necessary

Step 2 — Verification

We will respond within [3-5] business days of receiving the application:

Communicate with customer to confirm details
Arrange on-site inspection or sample return/testing if required
Determine the nature and responsibility for the issue

Step 3 — Resolution

If verified as our responsibility:

Exchange: We will reproduce or replace with same-spec products at our expense
Return & Refund: Return affected products and we will refund full payment
Replenishment: For quantity shortages or partial damage, replenish the corresponding quantity
Price adjustment: Mutually agreed discount for retained use

If verified as customer's responsibility:

Return/exchange will not be accepted; we will provide written explanation and return the product (if requested)

Step 4 — Execution

Upon mutual confirmation of the resolution, we will execute within the agreed timeframe.

4. Return Shipping & Costs

Scenario	Freight Responsibility
Wrong shipment / quantity discrepancy / quality defect (our liability)	We bear round-trip shipping costs
Transit damage (photo-documented upon receipt)	We assist in claiming from carrier; we bear reshipment cost
Customer reason (selection error, order mistake, etc.)	Customer bears round-trip shipping (if accepted by us)
Mutual agreement return/exchange	As agreed between both parties

Return packaging requirement: Customer shall use original or equivalent protective packaging when returning products. Damage caused by inadequate packaging shall be borne by the customer.

5. Refund Terms

Refund amount is based on the contract price.
Refunds will be processed within [7-15] business days after confirmed receipt of returned products in satisfactory condition.
Refunds will be issued via the original payment method.
Tooling/mold fees for custom products (if any) are non-refundable.

6. Special Provisions for Custom Products

Custom products are manufactured and accepted solely based on mutually confirmed drawings and technical specifications. Custom products are not subject to return or exchange unless caused by our design or manufacturing errors.
If custom products are unusable due to our manufacturing defects (e.g., dimensional deviation, processing flaws), we will remake the products at no charge or provide a full refund.
Customers shall carefully verify all drawings and specifications before confirmation. Losses arising from changes after confirmation shall be borne by the customer.

7. Dispute Resolution

If the parties disagree on the cause of the issue, a mutually agreed third-party inspection body (e.g., [China Building Materials Inspection & Certification Group / China Guojian Testing Holding Group / other designated body]) may be engaged. Inspection fees shall be borne by the liable party.
If inspection confirms product defect, we bear all return/exchange-related costs. If confirmed as customer's operational issue, the customer bears all costs.
Any unresolved disputes shall be settled per the contract's dispute resolution clause.

8. Disclaimer

We shall not be liable for indirect losses (including production downtime, lost profits, labor costs, etc.) resulting from product stoppage, replacement, or rework, unless otherwise specified in the contract.
Issues arising from use beyond the conditions explicitly stated in product specifications (temperature, atmosphere, load, etc.) shall not be our liability.