Returns & Refunds Policy
Preamble: This policy complies with Clause 5 After-sales Rules under the Supply Agreement between Party A and Party B. Liability for relevant costs shall be allocated based on the responsible party.
1. After-sales Acceptance Timeframe
Customers may submit after-sales applications within 7 calendar days upon receipt of goods. No return or refund claims will be accepted once the deadline expires. Applications shall be sent to info@zalexmining.com with the order number and real photos/videos of the goods attached.
2. Scenarios Eligible for Free Return/Exchange or Full Refund
After-sales services without any costs borne by customers apply only to the following circumstances: 2.1 Manufacturing quality defects or functional damage of goods; 2.2 Wrong delivery, missing goods or missing accessories by the supplier; 2.3 Damaged packaging, cracked or deformed goods caused by cross-border logistics transit.
Process: Customer provides evidence of damage/defects → Our verification → Coordinate with the supplier for delivery of brand-new replacement goods or full refund. All inbound & outbound logistics fees and return handling charges shall be borne by the supplier; customers shall not pay any fees.
3. Returns Due to Customer’s Personal Reasons
For rejection of parcels or returns on personal grounds below, the customer shall bear all cross-border inbound & outbound logistics fees plus the applicable return handling charge specified for corresponding products in the attachment: 3.1 Change of mind, unsuitable size, or impulsive order without any other reason; 3.2 Incorrect delivery address or contact phone number filled in by the customer leading to parcel return; 3.3 Customer refuses to accept or sign for the parcel.
Process: Customer confirms to bear all charges → We provide the designated Chinese return warehouse address of the supplier → Customer ships the goods back at own cost → After the supplier receives and inspects the goods and confirms intact condition, logistics fees and return handling charges will be deducted, and the remaining payment will be refunded via the original payment channel.
4. Non-Returnable & Non-Exchangeable Product Categories
4.1 Close-fitting textiles, personal care & cosmetics, disposable supplies; 4.2 Custom toys, building block sets, electric remote-controlled vehicles; 4.3 Clearance and heavily discounted items marked Final Sale on product pages; 4.4 Crystal rough gemstones and pet supplies
5. Refund Processing Timeframe
5.1 Replacement arrangement: The supplier will arrange re-delivery within 3 business days upon verification approval; 5.2 Refund arrangement: After the supplier confirms the returned goods are intact, the refund will be remitted to the original payment account within 7–10 business days. Delays in bank posting are subject to payment institution processing timelines, over which we have no control for acceleration.
6. Order Cancellation Rules
6.1 Orders not yet shipped: Free full cancellation available within 24 hours after order placement; 6.2 Orders transmitted to the supplier pending packing: Basic logistics processing fees will be deducted upon cancellation; 6.3 Orders already dispatched via logistics: Direct cancellation is unavailable; only return policy provisions apply.
7. Handling of Lost Parcels in Transit
A parcel shall be deemed lost if no tracking updates are available for more than 30 calendar days. After the customer provides tracking screenshots, we will arrange free delivery of identical replacement goods or issue a full refund without any charges.