Return, Claim & After-Sales

Return, Claim & After-Sales Policy

Due to the nature of food products and international B2B trade, returns and claims are handled according to product condition, agreed terms, supporting evidence and responsibility confirmation.

1. General Return Policy

Food products are generally not accepted for return for non-quality reasons.

Returns are not accepted simply due to market preference changes, slow sales, customer order changes, incorrect storage, import issues or other reasons not caused by HAIRUN Foods.

2. Inspection After Receiving Goods

Customers should inspect the goods promptly after receiving them.

Inspection should include carton condition, product quantity, packaging condition, leakage, sealing, label, shelf life, batch information and product appearance.

If any abnormal issue is found, the customer should contact HAIRUN Foods within the agreed claim period.

3. Claim Evidence

For any claim, customers should provide clear and complete supporting evidence, including but not limited to:

  • Photos of the goods
  • Videos showing the issue
  • Batch number
  • Carton marks
  • Container number, if applicable
  • Quantity affected
  • Inspection records
  • Test reports, if applicable
  • Description of storage and transportation conditions

Claims without sufficient evidence may not be accepted.

4. Quality Issues

If a confirmed issue is caused by HAIRUN Foods’ production, packaging or quality responsibility, both parties will discuss a reasonable solution.

Possible solutions may include replacement, compensation, discount on future orders or other agreed measures.

The final solution shall be based on the actual situation, evidence provided and written agreement between both parties.

5. Issues Not Caused by HAIRUN Foods

HAIRUN Foods shall not be responsible for issues caused by:

  • Improper storage after delivery
  • Incorrect transportation or handling
  • Customs delay
  • Destination port delay
  • Damage after risk transfer
  • Unauthorized repacking
  • Incorrect use of products
  • Failure to follow storage instructions
  • Local import or sales compliance issues
  • Customer-provided incorrect label or packaging information

6. Shipping Damage

If goods are damaged during international transportation, responsibility shall be determined according to the agreed trade terms, shipping documents and insurance arrangement.

Customers should keep all damaged goods, outer cartons, pallets, photos, videos and logistics records for claim investigation.

7. Shortage or Wrong Shipment

If there is a suspected shortage or wrong shipment, customers should provide packing list, photos, carton marks, receiving records and other relevant evidence.

After confirmation, HAIRUN Foods will work with the customer to discuss a suitable solution.

8. Claim Period

The claim period shall be confirmed in the sales contract, proforma invoice or written agreement.

If no specific claim period is agreed, customers should notify HAIRUN Foods as soon as possible after receiving the goods.

Delayed claims may be difficult to verify and may not be accepted.

9. Cooperation and Resolution

HAIRUN Foods values long-term cooperation with customers.

We will review claims fairly and work with customers to find reasonable solutions based on facts, evidence and agreed business terms.