Returns, Refunds & Claims Policy
Returns, Refunds & Claims Policy
This policy applies to B2B purchases, RFQs, and orders placed with U.H. Kitchen (Yu Sheng E-Commerce Co., Ltd.).
Because B2B orders commonly involve bulk purchasing, confirmed specifications, packaging, labeling, export arrangements, and logistics planning, our transactions are not subject to a general change-of-mind or unconditional retail return policy.
If an order involves shortages, incorrect products, quality issues, specification discrepancies, or transportation damage, we will review the matter based on the actual circumstances, the applicable transaction documents, and this policy.
Where an individual quotation, Proforma Invoice (PI), purchase agreement, quality agreement, or other written transaction document contains different terms, that document will take priority.
1. Situations Eligible for a Claim
A buyer may submit a claim where:
Whether an issue constitutes a defect, specification discrepancy, or valid claim will be assessed based on the confirmed sample, specifications, quotation, PI, photographs, written agreements, and the actual condition of the goods.
2. No Change-of-Mind Returns
Once a B2B order has been confirmed, products that are free from defects and delivery errors are generally not eligible for return or refund solely because:
Different terms may apply where expressly agreed in writing.
3. Customized and Special Orders
Unless a confirmed quality problem, production error, or material specification discrepancy exists, the following products are generally non-cancellable, non-returnable, and non-refundable:
The buyer is responsible for reviewing and confirming all specifications, samples, wording, artwork, and packaging requirements before final order confirmation.
4. Inspection Upon Receipt
The buyer should inspect the shipment promptly after receipt, including:
Where cartons are visibly damaged, missing, or abnormal upon delivery, the buyer should note the issue with the carrier and retain photographs or video before unpacking.
5. Claim Notification Period
For issues that could reasonably be identified during normal receiving inspection, including:
the buyer should notify us as soon as possible and preferably within 7 calendar days of receipt.
For latent quality issues that could not reasonably be identified during normal receiving inspection, the buyer should notify us promptly after discovery and provide sufficient information for evaluation.
Where the applicable quotation, PI, purchase agreement, or other written document specifies a different claim period, the written agreement will prevail.
Delayed notification may affect our ability to investigate the issue or pursue carrier or insurance claims. Buyers are therefore encouraged to report abnormalities promptly.
6. Information Required for a Claim
To help us review the matter efficiently, please provide as much of the following information as possible:
If the information provided is insufficient to evaluate the claim, we may request additional photographs, video, samples, or supporting information.
7. Retention of Goods and Packaging
Until a claim has been reviewed, the buyer should not discard, destroy, process, or return the affected products or related packaging without prior confirmation.
We may request:
If the goods or packaging have been altered or disposed of and their original condition can no longer be verified, this may affect the claim assessment.
8. Available Remedies
Once a claim is confirmed, we will determine an appropriate remedy based on the nature of the issue, affected quantity, order circumstances, logistics costs, and applicable transaction terms.
Possible remedies may include:
The remedy is not necessarily determined unilaterally by the buyer. The appropriate solution will be confirmed based on the cause of the issue and reasonable commercial costs.
9. Return Authorization Required
Products must not be returned without prior authorization.
Where a return is required, we will provide the applicable return instructions, destination, and handling requirements.
Unauthorized returns may be refused or may create customs, tax, receiving, warehousing, or other charges. Such costs may be borne by the buyer.
10. Return Shipping Costs
Where the issue is confirmed to be our responsibility, such as:
reasonable and pre-approved return or replacement shipping costs may be arranged or borne by us on a case-by-case basis.
Where the issue results from incorrect buyer information, incorrect selection, changed requirements, or another cause not attributable to us, freight, duties, storage, and other related costs will generally be borne by the buyer.
11. Transportation Damage
Responsibility for transportation damage is determined by the agreed Incoterm, shipping arrangement, transfer-of-risk point, and any applicable insurance.
If a shipment arrives with visible carton damage, missing packages, or other transportation abnormalities, the buyer should:
Where we assisted in arranging logistics, we will provide reasonable assistance with documentation and communication with the carrier. Responsibility remains subject to the applicable delivery terms and carrier rules.
12. Refunds
Where both parties agree that a refund is the appropriate remedy, the refund will be arranged according to the agreed amount and payment method.
Refunds will generally be made to the original payment account or another account confirmed by both parties.
Once the refund arrangement and required payment information are complete, we will normally initiate the refund within 10 business days.
Actual receipt of funds may take longer due to banks, international transfers, intermediary banks, payment service providers, or public holidays.
Unless the issue is attributable to us, original bank charges, international transfer fees, intermediary bank fees, or other third-party transaction costs may not be included in the refunded amount.
13. Partial Issues Do Not Automatically Entitle the Entire Order to Return
Where an issue affects only certain products, quantities, or specifications within an order, the remedy will normally be limited to the affected portion.
For example, if only part of a shipment has a confirmed quality issue, the matter may be resolved through replacement, partial refund, credit, or another appropriate remedy rather than cancellation or refund of the entire order.
14. Minor Variations and Reasonable Tolerances
Certain products may have reasonable variations arising from manufacturing processes, materials, production batches, hand-finishing, photography, or display differences, including:
Where such differences do not affect normal use, functionality, or the specifications confirmed by both parties, they may not constitute a product defect.
If strict dimensional, color, weight, or appearance tolerances are required, these requirements should be specified in writing before quotation and order confirmation.
15. Buyer-Initiated Repair or Disposal
Without our prior written approval, costs resulting from buyer-initiated actions such as:
may not be reimbursable.
If immediate action is required, please contact us first and obtain confirmation of the proposed handling method.
16. Limitation of Responsibility
Where an issue is confirmed to be our responsibility, we will provide a reasonable remedy based on the affected goods and the solution agreed between the parties.
Unless otherwise agreed in writing or required by applicable law, we are not responsible for indirect or consequential losses such as:
17. Priority of Transaction Documents
This page provides our general Returns, Refunds & Claims Policy.
Where an individual transaction contains different terms, the mutually confirmed quotation, PI, purchase agreement, quality agreement, or other written transaction document will take priority.
18. Contact Us
To report shortages, incorrect products, quality issues, transportation damage, or other claims, please contact our sales team through the Contact page.
For faster review, we recommend providing the order information, product SKU, affected quantity, photographs, and a description of the issue in your initial message.