Refund Policy

At CHAINER, we provide OEM/ODM beauty device manufacturing services for skincare brands, distributors, private label projects and business customers. Due to the customized and business-to-business nature of our products and services, refunds and returns are handled differently from standard retail purchases.

This Refund Policy explains how refund, return, replacement and after-sales requests are reviewed.

1. Scope of This Policy

This policy applies to beauty device samples, standard products, customized products, private label orders, packaging customization, OEM/ODM projects and bulk production orders placed with CHAINER.

Refund, return or replacement requests will be reviewed based on:

• Product type

• Order quantity

• Customization requirements

• Production status

• Shipping status

• Confirmed order terms

• Verified quality issues

• Responsibility for the issue

Final solutions may vary depending on the specific order and project situation.

2. Sample Orders

Sample orders are provided for product testing, quality review, function confirmation and market evaluation.

Sample fees and shipping fees are generally non-refundable once the sample has been shipped, unless there is a verified quality issue caused by CHAINER.

Customers are encouraged to carefully test and confirm samples before placing bulk orders or customized production orders.

3. Customized Products

Due to the nature of OEM/ODM manufacturing, customized products are generally not eligible for return or refund once production has started.

Customized products may include but are not limited to:

• Logo-printed products

• Customized product colors

• Customized packaging

• Private label products

• Special accessory combinations

• Customized manuals or labels

• Mold development or product development projects

• Specially produced bulk orders

Once the customer confirms artwork, logo placement, packaging design, color, product configuration or other customization details, and production has started, refund requests will usually not be accepted unless there is a verified quality issue caused by CHAINER.

4. Bulk Production Orders

For bulk production orders, deposits, production payments and customization fees are generally non-refundable once materials have been prepared, production has started or customized packaging has been arranged.

If the customer cancels an order after confirmation, any refund will depend on the actual production progress, material preparation, customization cost and confirmed order terms.

CHAINER reserves the right to deduct reasonable costs already incurred, including material costs, labor costs, packaging costs, customization costs, sample costs, mold costs, logistics costs and other project-related expenses.

5. Quality Issues

If a product quality issue is found after delivery, customers should contact CHAINER within a reasonable period and provide clear supporting evidence, including:

• Order number or invoice information

• Product model

• Photos or videos of the issue

• Quantity affected

• Description of the problem

• Packaging and shipping condition if applicable

After receiving the information, CHAINER will review the issue and determine whether it is related to production, materials, packaging, transportation or customer use.

If the issue is verified to be caused by CHAINER, possible solutions may include:

• Technical guidance

• Replacement parts

• Product replacement

• Repair support

• Credit toward a future order

• Partial refund

• Other agreed after-sales support

The final solution will depend on the actual situation, order terms and confirmed responsibility.

6. Non-Refundable Situations

Refunds or returns are generally not accepted in the following situations:

• Customized products after production has started

• Logo-printed or private label products

• Customized packaging after printing or production

• Products damaged by incorrect use, improper storage or unauthorized modification

• Products damaged during transportation arranged by the customer or customer’s freight forwarder

• Minor appearance differences within acceptable production tolerance

• Delays caused by customs, logistics providers, local delivery companies or force majeure events

• Customer changes of mind after order confirmation

• Incorrect order information provided by the customer

• Products that have been used, resold, repackaged or modified by the customer

7. Shipping Costs

Shipping costs are generally non-refundable unless otherwise agreed in writing.

If a return is approved, the customer may be responsible for return shipping costs, customs duties, taxes, handling fees and any other related logistics charges, unless the issue is confirmed to be caused by CHAINER.

For international shipments, customs duties, import taxes, VAT and local charges are not controlled by CHAINER and are generally not refundable by CHAINER.

8. Return Approval

Any return must be approved by CHAINER in advance. Customers should not return products without written confirmation from our team.

Unauthorized returns may be refused and may not be eligible for refund, replacement or after-sales support.

If a return is approved, customers must follow the return instructions provided by CHAINER, including packaging requirements, shipping method and return address.

9. Refund Processing

If a refund is approved, the refund amount and method will be confirmed based on the order situation and agreed solution.

Refund processing time may vary depending on the payment method, bank processing time, payment platform and international transfer procedures.

Any bank fees, payment processing fees or exchange rate differences may be deducted from the final refund amount unless otherwise agreed.

10. Order Cancellation

Order cancellation requests should be submitted as early as possible.

If production has not started and no customization cost has been incurred, CHAINER may review the cancellation request and arrange a refund where applicable.

If materials have been purchased, customization has started, packaging has been printed, production has begun or shipment has been arranged, cancellation may not be accepted or may be subject to cost deductions.

11. Responsibility of Customers

Customers are responsible for confirming all product details before order confirmation, including:

• Product model

• Quantity

• Logo design

• Packaging design

• Color requirements

• Accessory combination

• Manual and label content

• Shipping information

• Market compliance requirements

Customers should carefully review and approve all samples, artwork, packaging files and order details before production.

12. Contact Us

For refund, return, replacement or after-sales support, please contact us with your order information and a clear description of the issue.

Email: business@chainerbeauty.shop

We will review your request and provide support based on the confirmed order terms and actual situation.