After-Sales Policy
1. General Principles for Returns & Exchanges
Core Policy: We are committed to the quality of our products. In principle, returns or exchanges are only accepted for products with quality defects or significant non-conformity with the order. Customized or non-standard products are not eligible for return or exchange unless the fault lies with us.
Inspection Obligation: It is your (the customer’s) responsibility to inspect the products immediately upon receipt for name, model, quantity, and physical condition. Any defects, damages, or discrepancies must be reported to us in writing via the designated channel within 7 business days of receipt. Failure to report within this period will be deemed as acceptance of the products.
Authorization Process: All returns and exchanges must receive our prior approval. Unauthorized return shipments will be refused. Please contact our service team to apply.
2. Conditions for Returns & Exchanges
| Category | Conditions for Acceptance | Resolution | Freight Responsibility |
|---|---|---|---|
| 1. Dead on Arrival (DOA) / Quality Defect | Product has a functional failure or manufacturing defect upon arrival, reported within the warranty period. | Free replacement or full refund of the invoice amount. | We cover the shipping cost for the replacement. |
| 2. Incorrect/Missing Shipment | Product model, specification, or quantity received does not match the order. | After verification, correct products will be shipped or a refund will be negotiated. | We cover the shipping cost for the replacement or returning the incorrect items. |
| 3. Minor Discrepancy with Description | Non-critical differences between the physical product and the website description, not affecting core functionality. | Negotiate partial refund as compensation, or customer keeps the product. | Usually no return involved; no freight cost. |
| 4. Return Due to Customer’s Reason | Non-quality issues, e.g., ordering error, over-purchase, project change. | Subject to our prior review and approval. Products must be new, unused, and in original packaging. | Customer covers all return and re-shipment freight, and may incur a restocking fee of up to 25% of the product value. |
| 5. Customized Products | Products made according to customer drawings or special requirements. | Generally non-returnable and non-exchangeable. | Not applicable. |
3. Return Process
Contact Service Team: Send an email providing the order number, product SKU, problem description, and clear photos/videos.
Obtain Authorization: After our review, if the return is approved, we will provide the designated return warehouse address.
Ship the Product Back: Use reliable logistics service to return the product and keep the shipping proof. Purchasing shipping insurance is recommended.
Our Inspection: We will inspect the returned goods upon receipt (approximately 3-7 business days).
Completion: After confirmation of inspection, we will proceed with replacement, refund, or credit memo as agreed. Refunds will be issued to the original payment method, processing cycle is approximately 7-15 business days.
4. Shipping Costs
Freight Responsibility Principle:
For returns/exchanges due to our responsibility (quality, wrong shipment, etc.), we bear the shipping costs.
For returns/exchanges due to customer’s responsibility (wrong purchase, change of mind, etc.), the customer bears all shipping costs (including return and re-shipment).
For all goods returned to us, freight must be prepaid by the customer. We do not accept freight collect shipments.
5. Invoice
All invoices will be provided after payment. For returns, if a value certificate is required for customs declaration, please state “Invoice for Customs Purpose Only, No Commercial Value” and declare the net product value to avoid unnecessary import taxes/fees.
6. Warranty Terms
Standard stainless steel fitting products carry a limited warranty of 3 months from the date of shipment.
Warranty covers material and workmanship defects. It does not cover damages resulting from improper installation, wear and tear, misuse, failure to follow operating guidelines, or unauthorized modification.
7. Contact Us
For any returns or exchanges inquiries, please contact us via:
Service Email: andy.liu@kaitu-fitting.com
Service Hours: Monday to Friday, 9:00-18:00 GMT+8
Last Updated: December 22, 2025
Disclaimer: This policy forms part of our general terms and conditions of sale. To the fullest extent permitted by applicable law, we shall not be liable for any indirect or commercial losses arising from returns or exchanges. We reserve the right to update this policy at any time without prior notice. For further questions, please contact our customer service team.