Refund policy

 

Return & Refund Policy

At FoilTrust, customer satisfaction is important to us. As a professional B2B manufacturer, we understand that business needs may occasionally change. If you experience any issues with your order, please contact us promptly. We are committed to working with our customers to find fair, practical, and mutually beneficial commercial solutions whenever possible.

 

1. Return Request Period

To ensure timely handling, all after-sales requests must be submitted within the following timeframes after delivery:

Shipping Damage: Within 48 hours after delivery

Manufacturing Quality Issues: Within 7 calendar days after delivery

Buyer-Initiated Requests (non-quality related): Within 7 calendar days after delivery

All requests must include:

Order number

Clear product photos/videos

Photos of outer cartons (if applicable)

Description of the issue

⚠️ Important: All return or replacement requests require prior written approval (RMA authorization) from FoilTrust. Unauthorized returns will not be accepted.

 

2. Manufacturing Quality Issues

If products are claimed to have manufacturing defects, FoilTrust will conduct a professional inspection and verification process.

Verification Requirement: Customers must provide sufficient evidence (photos/videos/sample data). Final assessment will be based on FoilTrust’s inspection standards and agreed quality tolerance levels.

Tolerance Clause: If defect levels fall within agreed production tolerance standards, the order shall be considered compliant and not eligible for return or refund.

Design Responsibility Clause: Any issues arising from customer-approved samples, technical drawings, specifications, or designs shall not be considered manufacturing defects and shall be the sole responsibility of the buyer.

 

Possible solutions (subject to verification):

Replacement of defective products

Partial credit or credit for future orders

Product exchange for equivalent items

Other mutually agreed commercial remedies

 

Important Notes:

Minor scratches, slight color variations, small dents, or cosmetic imperfections that do not affect functionality are considered normal industrial characteristics and are not regarded as defects.

Full refund is strictly limited to cases of verified major manufacturing defect that renders the product unusable for its intended industrial purpose, and is subject to FoilTrust’s final verification outcome.

 

3. Shipping Damage

Customers must inspect all shipments immediately upon receipt.

If damage is found:

Notification must be made within 48 hours

Evidence required: photos of damaged goods, outer cartons, shipping labels, and quantity affected

FoilTrust will assist in coordinating with the logistics provider or insurance provider where applicable.

�� Risk transfers to the buyer upon handover to the carrier under agreed trade terms (EXW / FOB / CIF).
FoilTrust is not responsible for carrier-related loss or damage unless insurance is explicitly arranged.

 

4. Buyer-Initiated Requests (Non-Quality Related)

For non-quality related situations such as order changes, excess inventory, or order cancellation, FoilTrust does not operate under a standard return obligation.

Instead, we adopt a case-by-case commercial negotiation approach.

If such situations occur, the buyer must contact FoilTrust within 7 calendar days after delivery or order confirmation, and both parties will work together to reach a reasonable commercial solution.

FoilTrust reserves the right to decline requests that are not commercially or operationally feasible.

 

Possible solutions may include, but are not limited to:

Order adjustment or partial modification (if production has not started)

Partial credit for future orders

Product exchange for equivalent items

Partial return agreement (subject to product condition and feasibility)

Other mutually agreed commercial arrangements

 

Important Conditions:

All returned products (if any) must be unused, unopened, and in resalable condition

Return feasibility depends on production status and logistics condition

Any associated costs (shipping, handling, restocking, repackaging) shall be negotiated based on case specifics

 

5. Non-Returnable Products

For food safety and hygiene reasons, the following products are strictly non-returnable:

Used products or products that have contacted food

Custom-printed, OEM, or private label products

Custom-sized or mold-made products

Products damaged due to improper storage, handling, or misuse

 

6. Inspection & Acceptance Clause

Customers are strongly advised to inspect products before any use, including filling, sealing, heating, or commercial application.

Any use of goods in production, filling, sealing, resale, or commercial distribution shall constitute unconditional acceptance of the goods and waiver of any further claims.

Products that have been used in commercial operations are not eligible for return or refund.

 

7. Refund Processing

Once returned goods (if approved) are received and inspected:

Refunds are generally processed within 5–7 business days

Processing time begins only after returned goods have been received and passed inspection

Refunds will be issued via the original payment method

Non-refundable third-party transaction fees (if any) may be deducted

 

8. Final Agreement

FoilTrust reserves the right to evaluate each case individually based on actual order conditions, production records, and inspection results.

For strategic partners and long-term customers, FoilTrust may, at its discretion, offer alternative commercial solutions.

By placing a B2B order, the buyer acknowledges and agrees to all terms stated in this Return & Refund Policy.