1. Overview

Hanar Sourcing Store is primarily a B2B sourcing platform. Return and refund outcomes depend on the order type, agreed specifications, inspection arrangements, and shipping terms (Incoterms). For many B2B orders, the standard approach is to resolve issues through replacement parts, rework, credit notes, or negotiated remedies rather than physical returns.

2. Return Eligibility

A return, replacement, or refund claim may be eligible if:

• The product is materially different from the confirmed specifications (size, material, function, standards, etc.).
• The product arrived with a manufacturing defect that affects usability (not cosmetic-only where acceptable tolerances apply).
• The wrong item was shipped (wrong model, wrong configuration, wrong quantity beyond tolerance).

3. Non-Returnable Items

• OEM/ODM and customized products (logo, packaging, special specs, custom dimensions, custom voltage/standards).
• Overstock / Ready Stock purchases sold as clearance or limited-quantity deals (see Section 9).
• Products damaged due to improper handling, storage, or installation by the buyer.
• Products altered, repaired, or modified by the buyer or a third party without authorization.
• Consumables, perishable items, and items marked as “final sale” (if applicable).

4. Timeframes for Claims

• Visible damage / shortage: Report within 48 hours of delivery.
• Functional defects / spec mismatch: Report within 7–14 days of delivery (depending on category and agreement).
• Project/OEM orders: Claim windows may be defined in the PI/contract and may override this policy.

5. Return / Claim Process

To initiate a claim, submit a support request including your order reference and issue summary.

• Step 1: Contact support and provide order details and a clear description of the issue.
• Step 2: Provide evidence (photos/videos) and any relevant documents (invoice, packing list, inspection report).
• Step 3: We coordinate verification with the seller/manufacturer and propose resolution options.
• Step 4: If return is approved (rare for B2B), you will receive return instructions and address details.

6. Required Evidence

• Clear photos of the product, labels, and packaging (including shipping label).
• Video demonstrating the defect (for functional issues), when applicable.
• Quantity/shortage proof (photos of all received cartons, counting sheet, etc.).
• Inspection report, if third-party inspection was used.

7. Inspection & Verification

Claims may require verification. Depending on category and order type, verification may include:

• Review of pre-shipment inspection or loading photos.
• Supplier review of production records and QC logs.
• Third-party re-inspection (where possible and applicable).

8. Resolution Options

Approved claims may be resolved via one or more of the following:

• Replacement parts shipped to the buyer.
• Partial refund or credit note for future orders.
• Rework / repair support (remote guidance or authorized service).
• Replacement shipment for confirmed manufacturing defects (subject to agreement).
• Return & refund (rare; typically only for major non-conformity and when feasible).

9. Overstock & Ready Stock

Overstock and ready stock items are typically sold at special prices due to limited quantities and fixed specifications. Unless otherwise agreed in writing, these items are considered final sale.

• Claims may be accepted only for major functional defects or material misrepresentation.
• Cosmetic issues, minor packaging wear, or tolerance variations may not qualify for refunds.
• Availability is limited; replacement may not be possible. Resolution may be a credit note or partial refund.

10. OEM/ODM & Custom Orders

Customized products are made specifically for the buyer’s confirmed specifications and are generally non-returnable. Any claims must be based on material deviation from the signed specs, sample approval, or contract terms.

11. Shipping Damage

If damage occurs during transit, the claim should be directed to the carrier and/or insurance provider, depending on agreed Incoterms and insurance scope. We can assist by providing documents and supplier support where applicable.

• Keep all packaging and take photos before opening if damage is visible.
• Request a carrier damage report as soon as possible.

12. Return Shipping & Fees

• If a return is approved, return shipping responsibilities depend on the cause (seller fault vs. buyer reasons) and written agreement.
• Customs duties, import fees, and brokerage charges may be non-refundable.
• Any bank charges or payment processing fees may be deducted where applicable.

13. Chargebacks

Initiating a chargeback without following the claim process may delay or limit resolution options. If you believe a chargeback is necessary, please contact support first so we can attempt an orderly resolution.

14. Contact

For return requests or claims, contact our support team using the official channels on the website and include your order reference and supporting evidence.

Disclaimer: This template is provided for general informational use and should be reviewed by legal counsel to ensure compatibility with your platform’s checkout/RFQ flow, settlement model, and applicable laws.