Returns and Claims Policy

Customized Products

Customized, private-label, OEM, ODM and made-to-order products are produced according to the buyer's approved specifications, including design, color, shape, length, artwork, logo placement and packaging.

These products are generally not eligible for return or refund for reasons of change of mind, slow sales, incorrect market selection, buyer forecasting errors or buyer-approved design choices.

Wholesale Products

Wholesale orders of standard or ready-to-ship products are sold on a business-to-business basis. Returns are not accepted without prior written authorization.

If you believe there is a confirmed manufacturing defect affecting a standard product, or the products do not match the approved specifications, please follow the claims procedure described below.

Eligible Claims

A claim may be eligible for review if it concerns:

• Confirmed manufacturing defects not resulting from the buyer's approved specifications
• Products that materially do not match the approved sample or confirmed production specifications
• Incorrect products shipped in error
• Quantity shortages confirmed before the products are used
• Shipping damage reported in accordance with carrier procedures

Minor differences in color, texture, size, packaging appearance or handmade decoration that fall within reasonable manufacturing tolerances do not constitute a defect. Reasonable production tolerances should not automatically be considered defects.

Claim Evidence

A claim submission should include:

• Order number and date
• Product SKU or description
• Quantity affected
• Clear photographs showing the issue (well-lit, in focus, from multiple angles)
• Unboxing or inspection video, when available (strongly recommended)
• Photographs of the shipping carton exterior and interior
• Photographs of shipping labels and packing slips
• A written description of the issue

Incomplete claims without sufficient evidence may delay the review process or may not be accepted.

Claim Submission

Claims must be submitted within the claim period stated in your order agreement. If no claim period is stated, claims should be submitted promptly after delivery and before the products are altered, used, resold or repackaged.

Products that are the subject of a claim must not be discarded, altered, used, returned or disposed of before receiving written instructions from DEDXC. Premature disposal may void the claim.

Inspection Process

Upon receiving a claim, DEDXC will review the submitted evidence. Additional information, photographs, videos or documentation may be requested. In some cases, a third-party inspection report or return of a representative sample may be required for evaluation.

The review time depends on the complexity of the claim and availability of information. DEDXC will communicate the outcome and proposed resolution after the review is completed.

Available Resolutions

Depending on the nature and cause of the confirmed issue, available resolutions may include one or more of the following:

• Replacement of the affected products
• Repair or correction of the affected products, where feasible
• Credit toward a future order
• Partial refund for the affected portion of the order
• Another mutually agreed solution

The resolution is determined based on the order agreement, the nature and extent of the confirmed issue and the available evidence. DEDXC does not guarantee automatic full refunds. Each claim is reviewed individually.

Unauthorized Returns

Returns require prior written authorization from DEDXC. Products returned without authorization may be refused, returned to the sender at the sender's cost, or stored at the sender's risk and expense.

Where a return is authorized, return shipping and related costs are the buyer's responsibility unless the return results from a confirmed manufacturing error attributable to DEDXC.

Shipping Damage

The buyer should inspect the outer cartons when receiving the shipment. Visible shipping damage must be reported to the carrier immediately at the time of delivery.

Shipping cartons, labels, damaged packaging and damaged products should be retained until the claim has been resolved. Photographs of the carton condition, shipping labels and damaged contents should be included in the claim submission.

Buyer-Approved Designs

The buyer is responsible for reviewing and approving design files, artwork, color references, logo placement, packaging text, barcode information, product dimensions and all specifications before production begins.

Products manufactured according to buyer-approved specifications are not eligible for claims based on design, color, material or specification choices that the buyer approved. DEDXC is not responsible for errors that were present in buyer-approved documents or samples.

Contact

To submit a claim or discuss a return, please contact our team with your order number and the information described above.