This policy applies only to online value-added service fees, onboarding service fees, and promotion service fees on the FactoryLink platform. It does not apply to offline transaction fees such as payments for goods, logistics costs, taxes, and sample fees between suppliers and buyers. All offline payment disputes must be resolved through negotiation between the transacting parties.

1. Refundable Scenarios and Standards

1.1 Full Refund Due to Platform Responsibility

1. After payment, the platform fails to activate the corresponding service as agreed, fails to match corresponding supply and demand resources, or the service is completely unusable;

2. Platform system failure or service anomalies cause the user’s paid rights to become completely invalid and irreparable;

3. Platform review errors or wrongful account bans prevent the user from using the paid service normally.

Refund Standard: A full refund of the online service fee already paid by the user will be issued, with no handling fees.

1.2 Some Refund Scenarios

If a user purchases a recurring service (monthly/quarterly/annual promotion, membership service) and terminates the service early due to their own reasons, the refund will be calculated based on the remaining unused time, deducting the service fee for the used period and the platform’s basic handling fee (10%).

2. Non-Refundable Scenarios

2.1 If a user has paid and already enjoyed the platform’s services (inquiries pushed, customer matching, exposure, membership activation), no refund will be given regardless of whether a transaction was completed.

2.2 If no transaction is achieved due to the user’s own operational errors, subjective unwillingness to continue using the service, or failure to proactively connect with customers, no refund will be given.

2.3 If a user’s account is banned or service terminated due to violations (false qualifications, malicious connection, disruption of platform order), all paid fees will not be refunded.

2.4 If a transaction fails due to third-party logistics, overseas customers, or the factory’s own fulfillment issues, the platform’s online service fee will not be refunded.

2.5 Refund requests exceeding the after-sales application period or without valid payment proof will not be accepted.

3. Refund Application Process

3.1 Application Timeframe: Users meeting the refund criteria must contact the platform’s official customer service to submit a refund application within 7 business days of the service exception/problem occurring.

3.2 Required Documents: Provide account information, a screenshot of the payment order, a description of the problem, and relevant supporting documents.

3.3 Review Timeframe: The platform will complete the review within 3-5 business days of receiving the application and will notify the user of the review result.

3.4 Refund Arrival Timeframe: After approval, the refund will be returned to the original payment account within 7 business days. The specific arrival time depends on the payment channel’s rules.

4. Final Refund Notice

All refunds are only for online technical services and value-added services provided by the platform. They do not cover users’ expected profits, transaction losses, or indirect losses. The platform has no responsibility for any offline payment advances or guarantees.

IV. FactoryLink Platform Delivery/Shipping Fulfillment Policy

This fulfillment policy regulates the order fulfillment, shipping, delivery, and acceptance rules after online matching between suppliers and buyers on the FactoryLink platform. It clarifies the fulfillment rights and responsibilities of factory suppliers and overseas buyers, and applies to all cross-border orders matched through the platform.

1. Basic Fulfillment Principles

1.1 All order fulfillment is solely based on the online quotation, order contract, and sample confirmation standards confirmed by both suppliers and buyers.

1.2 Factory suppliers must strictly adhere to capacity commitments, product specifications, quality standards, and delivery date commitments.

1.3 Buyers must strictly adhere to payment and delivery agreements and cooperate with the factory to complete the fulfillment process.

1.4 The platform is responsible for recording the fulfillment process, collecting evidence in case of disputes, and supervising the process, but does not assume ultimate responsibility for physical fulfillment.

2. Factory/Supplier Performance Obligations (Shipping/Delivery Responsibility)

2.1 Sample Performance: After the user reaches a sample agreement, the factory must produce samples according to the specifications, materials, and processes agreed upon by both parties and send them out within the agreed timeframe. The sample quality must be consistent with the subsequent bulk order standards; discrepancies between the sample and the bulk order quality are prohibited.

2.2 Bulk Production and Shipping Performance:

1. Strictly adhere to the product parameters, quality standards, quantity, and packaging requirements agreed upon in the order. Unauthorized changes to specifications, cutting corners, or substituting materials are prohibited.

2. Strictly adhere to the delivery cycle confirmed by both parties, completing production, packaging, and stock preparation on time, and cooperating with customs clearance and shipping procedures.

3. Conduct self-inspection before shipment to ensure the goods are free of quality defects, the quantity is accurate, and the packaging meets cross-border logistics standards.

4. Within 24 hours of shipment, synchronize the logistics tracking number, shipping documents, and customs declaration information with the buyer, and update the platform’s performance status accordingly.

2.3 Notification of Performance Anomalies

In the event of force majeure or unforeseen circumstances such as raw material shortages, equipment malfunctions, or insufficient production capacity, the factory must immediately notify the buyer and the platform to negotiate solutions for postponement, order modification, or contract termination. Unjustified delays and concealment of performance anomalies are prohibited.

2.4 Liability for Breach of Contract

If the factory delivers goods late, delivers goods that do not match the order, fails to meet quality standards, or refuses orders without justifiable cause, it constitutes a unilateral breach of contract. The factory will be liable for compensation according to the offline contract between both parties. The platform has the right to impose penalties such as demotion, removal from listings, and store closure, and will publicly disclose the breach of contract record.

3. Obligations of Overseas Buyers

3.1 Buyers must make timely payments (deposit and final payment) according to the payment method and schedule agreed upon in the order. Unjustified delays or refusal to pay are prohibited.

3.2 After production is completed and shipment is notified, buyers must promptly confirm the shipment plan, coordinate with logistics, and cooperate with import/export customs procedures.

3.3 Upon arrival/receipt of goods, buyers must complete acceptance within the agreed timeframe. Unjustified delays in acceptance or malicious refusal to accept goods will result in full liability for losses.

3.4 Buyers are solely responsible for any delays, damages, or losses caused by their own customs clearance issues, local policy problems, or order abandonment.

4. Acceptance and After-Sales Performance Rules

4.1 Acceptance Timeframe
After receiving the goods, buyers must complete quality and quantity acceptance within 7 working days. Any objections must be supported by clear documentation (photos, videos, test reports) and shared with the factory and platform. Failure to provide feedback within the timeframe will be considered acceptance.

4.2 After-Sales Service

1. During the warranty period, the factory is responsible for repairs, replenishment, and negotiated compensation for defects or malfunctions caused by manufacturing quality issues.

2. The factory is not responsible for after-sales service for damage caused by logistics, improper use by the buyer, or local environmental problems.

3. After-sales negotiations can be synchronized with the platform, and the platform retains records as evidence in case of disputes.

5. Handling Performance Disputes

5.1 Performance disputes should be resolved through negotiation between the supplier and the buyer.

5.2 If the parties cannot reach an agreement, they may request the platform to intervene in mediation. The platform will make a neutral judgment based on platform communication records, quotation records, order chat records, and performance vouchers.

5.3 If platform mediation fails, the parties may resolve the matter through offline judicial or arbitration channels. The platform can provide full transaction performance data as supporting evidence.

6. Force Majeure Exemption

In the event of delays in performance, inability to deliver, or inability to receive goods due to force majeure events such as earthquakes, floods, pandemics, changes in international policies, customs controls, or logistics disruptions, neither party shall pursue breach of contract liability. Priority shall be given to negotiating extensions of performance, order cancellations, or extensions of the performance period.