At Xinyi Bags / Shinyao Bag, customer satisfaction is important to us. Since most of our products are insulated bags, cooler bags, non-woven bags, and custom printed bags, our refund and returns policy is based on product type, order quantity, customization details, and product condition.
Please read this policy carefully before placing an order.
1. Order Types
We mainly provide two types of products:
Standard Products
Standard products refer to bags without custom logo, custom size, custom color, or special packaging requirements.
Custom Products
Custom products include bags with custom logo printing, custom size, custom color, custom material, custom packaging, or any other personalized production requirements.
Due to the customized nature of these products, custom orders cannot be returned or refunded unless there is a confirmed quality issue caused by our production.
2. Returns for Standard Products
For standard products, you may request a return within 30 days after receiving the goods.
To be eligible for a return, the product must be:
- Unused
- Clean and undamaged
- In its original packaging
- Not customized
- Not washed, altered, or used for food storage
Returned products must be inspected before a refund is approved.
3. Custom Products Are Not Returnable
Custom insulated bags and custom printed bags are made according to the customer’s confirmed requirements. Therefore, we do not accept returns or refunds for custom products due to reasons such as:
- Customer changed their mind
- Wrong size or design confirmed by the customer
- Logo, color, or artwork approved before production
- Product no longer needed after production
- Minor color differences caused by screen display or material batch differences
Before mass production, customers are responsible for checking and confirming all details, including size, color, material, artwork, logo placement, and printing content.
4. Quality Issues
If you receive defective, damaged, or incorrect products, please contact us within 7 days after receiving the goods.
Please provide the following information:
- Order number
- Photos or videos of the issue
- Quantity of affected products
- Clear description of the problem
- Outer carton photos if the package is damaged
After checking the evidence, we may offer one of the following solutions:
- Replacement
- Partial refund
- Repair suggestion
- Credit for future orders
- Other reasonable solution based on the situation
Quality issues caused by shipping damage, improper storage, misuse, or customer handling are not covered unless otherwise agreed.
5. Size, Color, and Material Tolerance
For insulated bags and non-woven bags, slight differences may occur during production.
Acceptable differences may include:
- Slight color difference between photos, samples, and bulk products
- Small size tolerance due to manual measurement and sewing
- Minor material texture difference between production batches
- Slight position variation in logo printing
These normal production tolerances are not considered quality defects.
6. Order Cancellation
For standard products, cancellation may be accepted before shipment.
For custom orders, once materials have been purchased, printing has started, or production has begun, the order cannot be cancelled or fully refunded.
If cancellation is requested before production starts, we will review the order status and confirm whether any cost has already been incurred.
7. Refunds
Once your return or refund request is approved, we will process the refund through the agreed payment method.
Refund processing time may vary depending on the payment provider, bank, or platform used.
Shipping fees, customs duties, taxes, and transaction fees are generally non-refundable unless the refund is caused by our confirmed mistake.
8. Return Shipping
Customers are responsible for return shipping costs unless the return is caused by our confirmed production error.
Returned goods must be shipped with tracking information. We are not responsible for returned goods lost or damaged during return transportation.
Please do not send products back without contacting us first. Returns sent without approval may not be accepted.
9. Samples
Sample orders are mainly used for checking size, material, printing effect, and workmanship before bulk production.
Sample fees and shipping fees are generally non-refundable unless the sample has a confirmed quality issue caused by our production.
10. Contact Us
For refund, return, or quality issue requests, please contact us before sending any goods back.
Email:cy1273148082@gmail.com
Company: Xinyi Bags Co., Ltd.
Website: https://www.shinyaobag.com