Refund policy

Last Updated: August 2026

At WEIWU, we work with customers worldwide to provide practical shipping solutions for samples, bulk orders, and OEM/ODM projects.

As many of our orders involve bulk quantities or customized production, shipping, returns, and after-sales solutions may vary depending on the order specifications and terms agreed with the customer.

1. Sample Shipping

Samples are generally shipped by international express courier services such as DHL, FedEx, UPS, or other available carriers.

The courier, shipping cost, and estimated delivery time will be confirmed with you before shipment.

Sample shipping charges may be paid by the customer, included in the sample quotation, or arranged using the customer's courier account, depending on the terms agreed with our sales team.

2. Bulk Order Shipping

Bulk orders are generally shipped through freight forwarders or international logistics providers.

Depending on the destination, order volume, and customer requirements, shipping may be arranged by:

  • Sea freight

  • Air freight

  • Rail freight, where available

  • Other agreed freight solutions

Customers may use their own nominated freight forwarder or discuss suitable shipping arrangements with our sales team.

The final shipping method, freight cost, and applicable trade terms will be confirmed before shipment.

3. Shipping Costs & Delivery Times

Shipping costs and delivery times depend on factors including:

  • Order quantity and shipment volume

  • Shipment weight

  • Destination

  • Shipping method

  • Current freight rates

  • Customs requirements

  • Applicable trade terms

Production lead times also vary depending on product models, quantities, and customization requirements.

For OEM/ODM projects, additional time may be required for sampling, artwork confirmation, packaging approval, product development, or other customization processes.

Estimated production and shipping schedules will be communicated during quotation and order confirmation.

4. Customs & Import Requirements

International shipments may be subject to customs duties, import taxes, clearance fees, certifications, and other destination-country requirements.

Unless otherwise agreed in writing under the applicable trade terms, customers are responsible for understanding and complying with the import requirements of their destination market.

WEIWU can provide available product and shipping documentation where applicable.

5. Product Quality Issues

If you believe the products received have a manufacturing defect, quality issue, or do not match the specifications confirmed for your order, please contact our team as soon as reasonably possible.

To help us review the issue, please provide:

  • Order or invoice number

  • Product model

  • Quantity affected

  • Description of the issue

  • Clear photos or videos

  • Relevant packaging or shipment information

Each case will be reviewed based on the specific circumstances.

Where a quality issue is confirmed, WEIWU will communicate with the customer to agree on an appropriate solution.

Depending on the situation, possible solutions may include replacement products or components, reproduction, credit toward a future order, partial or full refund for affected products, or another mutually agreed solution.

6. Returns for Non-Quality Reasons

Because WEIWU primarily supplies B2B, bulk, and manufacturing orders, returns for reasons unrelated to product quality are generally not accepted unless otherwise agreed in writing.

This may include:

  • Change of mind after order confirmation

  • Changes in customer demand

  • Excess inventory

  • Incorrect models, quantities, or specifications ordered by the customer

  • Products no longer required after production or shipment

Customers are encouraged to carefully confirm all product and order details before approving production.

7. OEM & Customized Products

Customized, private-label, OEM, and ODM products are generally not eligible for return due to their customer-specific nature, except where a confirmed manufacturing or quality issue exists.

Customized products may include:

  • Custom colors

  • Logos and branding

  • Custom suspension systems or accessories

  • Labels and packaging

  • Customer-specific specifications

  • Specially developed products or components

Customers should carefully review and approve samples, specifications, artwork, colors, packaging, and other applicable details before mass production.

8. Shipping Damage

If a shipment arrives with visible transportation damage, please retain the original packaging and shipping documents and take clear photos or videos of the affected cartons and products.

Please contact us promptly so the issue can be reviewed.

Where the shipment was handled by a freight forwarder or third-party carrier, transportation claims may need to be submitted to the relevant logistics provider according to the agreed shipping terms.

WEIWU will provide reasonable assistance and available documentation where applicable.

9. Returns & Refunds

Please contact WEIWU before returning any products. Products returned without prior confirmation may not be accepted.

If a return or refund is agreed upon, our team will confirm the applicable process, return instructions, costs, and refund arrangements with the customer.

Responsibility for return shipping and related costs will depend on the reason for the return, the outcome of the quality review, and the terms agreed between both parties.

Original freight charges, customs duties, taxes, banking fees, and other third-party charges may not be refundable unless otherwise agreed.

10. Contact Us

For questions about samples, bulk order shipping, product quality, returns, refunds, or after-sales support, please contact our team.

Email: XXX.weiwe.com

Please include your order information and relevant photos or videos where applicable so that we can review your request efficiently.

We aim to resolve issues fairly and practically while supporting long-term business relationships with our customers.