Refund policy

Overview

Foshan Xinmao Stainless Steel Co.,Ltd, operating under the brand Xinmao Metal, specializes in custom architectural stainless steel and decorative metalwork for commercial, hospitality, residential and large-scale architectural projects.

Our products are generally manufactured according to project-specific drawings, dimensions, materials, finishes and technical requirements. Accordingly, custom-made products are generally not eligible for standard returns, exchanges or refunds once production has commenced, except where otherwise agreed in writing or required by applicable law.

Custom-Made Products

Products manufactured according to customer-approved drawings, measurements, patterns, materials, finishes, colors, samples, specifications or other project requirements are considered custom-made products.

Once production of a custom-made product has commenced, the order is generally non-returnable and non-refundable because the product has been manufactured specifically for the applicable project and may not be suitable for resale or use in another project.

Order Cancellation

Business customers should contact Xinmao Metal as soon as possible if they wish to request cancellation of a confirmed order.

Cancellation may be possible before materials have been purchased, engineering work has commenced or production has started, subject to our written approval.

Once materials have been purchased, drawings or engineering work have been completed, samples or mock-ups have been produced, or fabrication has commenced, cancellation may not be possible. Any approved cancellation may be subject to deductions for materials, engineering, samples, fabrication and other costs already incurred.

Approved Specifications

Customers are responsible for carefully reviewing and approving applicable drawings, dimensions, quantities, materials, patterns, colors, finishes, samples and other technical specifications before production.

Production based on approved drawings, samples or specifications will be considered production according to customer-approved project requirements.

Products manufactured in accordance with approved specifications cannot normally be returned, remade or refunded because of later design changes, incorrect customer-provided measurements, site changes or changes to the project after production has commenced.

Inspection Upon Delivery

Customers should inspect the products, quantities and packaging promptly after delivery and before installation or further processing.

Any suspected manufacturing defect, quantity discrepancy, specification issue or transportation damage should be reported to Xinmao Metal as soon as reasonably possible. Where a specific inspection or claim period is stated in the quotation, pro forma invoice, purchase agreement or project contract, that agreed period will apply.

Manufacturing Defects & Non-Conformity

If a product is believed to contain a manufacturing defect or materially differs from the approved drawings, specifications, materials, dimensions, samples or agreed finish, please contact us before installation, modification, repair or other corrective action.

Claims will be evaluated against the approved quotation, drawings, samples, finish approvals, technical specifications and other relevant project documentation.

Material & Finish Variations

Minor variations in color, grain, reflection, texture, tone or appearance may occur between material batches, samples, photographs, digital renderings and finished products as a result of stainless steel characteristics, fabrication processes, surface finishing, PVD coating, lighting and viewing conditions.

Reasonable manufacturing, material and finish variations within normal industry tolerances are not necessarily considered manufacturing defects.

Shipping Damage

If products or packaging appear damaged upon delivery, customers should photograph and document the condition before installation, modification or disposal of the packaging.

Please retain the original packaging and provide relevant photographs, videos, shipping documents, packing information and other evidence reasonably required to investigate the claim with the applicable logistics or freight provider.

How to Submit a Claim

To help our technical and project teams investigate efficiently, please provide:

• Order, quotation, pro forma invoice or project reference
• Description of the issue
• Clear photographs and videos
• Quantity and identification of affected components
• Packaging and shipping condition where relevant
• Relevant approved drawings, samples or specifications

Customers should not return, repair, modify, install or dispose of disputed products before receiving instructions from Xinmao Metal where doing so could affect our ability to inspect, verify or investigate the claim.

Remedies

If Xinmao Metal confirms that a product has a manufacturing defect or materially fails to conform to the agreed project specifications, we will work with the customer to determine an appropriate solution based on the nature of the issue, project circumstances and applicable contractual terms.

Depending on the circumstances, an appropriate remedy may include:

• Technical guidance or repair recommendations
• Rework or modification
• Remanufacture of affected components
• Replacement of affected products or components
• Commercial credit or partial refund where appropriate
• Refund where appropriate and agreed

Approved Returns

Custom-made products must not be returned to Xinmao Metal without prior written authorization.

If a return is specifically approved, we will provide the applicable return instructions. Unauthorized returns may be refused. Return freight, customs charges, duties, insurance and other related costs will be determined according to the reason for return, agreed Incoterms or shipping terms and applicable order documentation.

Refunds & Commercial Adjustments

Refunds are not automatically provided for custom-made or project-specific products. Any refund, credit or other commercial adjustment will be considered according to the circumstances, confirmed cause of the issue, relevant project documentation and applicable contractual terms.

Where a refund or commercial adjustment is approved, the applicable amount, method and arrangements will be confirmed with the customer in writing.

Issues Not Caused by Manufacturing Defects

Unless otherwise agreed in writing, claims may not be accepted where the issue results from:

• Incorrect customer-provided measurements, drawings or specifications
• Changes to site conditions or project requirements after approval
• Improper installation, handling or transportation after delivery
• Improper storage or unsuitable site conditions
• Unauthorized modification, cutting, welding or repair
• Normal wear and tear
• Improper cleaning, maintenance or chemical exposure
• Use outside the agreed application or environment
• Reasonable material, color or finish variations

Project-Specific Agreements

Because Xinmao Metal primarily supplies project-based and custom-manufactured products, individual projects may be governed by specific quotations, pro forma invoices, purchase orders, approved drawings, technical agreements, Incoterms or project contracts.

Where such documents contain specifically agreed terms concerning cancellation, approvals, tolerances, inspection, warranty, claims, remedies, shipping or payment, those written project-specific terms will take priority for the applicable transaction.

Applicable Legal Rights

Nothing in this policy is intended to exclude, restrict or limit any rights, obligations or remedies that cannot lawfully be excluded or limited under applicable law. Where mandatory laws apply to a particular business transaction, those mandatory legal requirements will continue to apply.

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