Refund & Shipping Responsibility Policy

1. Purpose

This Refund & Shipping Responsibility Policy (the "Policy") establishes the terms and conditions under which Kuai Sourcing ("we," "us," or "our") facilitates refunds and assists customers with claims arising from product quality issues, missing items, lost shipments, damaged goods, or delivery delays. As a service provider that sources products and processes payments on behalf of customers,rather than directly manufacturing or selling goods,our role in refund and shipping disputes is limited and defined herein.

2. Scope

This Policy applies to all customers utilizing our platform to source products and manage payments. It governs the following scenarios:

• Goods received do not conform to the agreed order specifications.
• Products exhibit significant quality defects or missing items.
• Shipments are lost, damaged, or unreasonably delayed.
• Shipping is arranged through a freight forwarder recommended by us versus one independently selected by the customer.

3. Our Role & Limitations

4. Full Refund Eligibility

Customers may qualify for a full refund under the following conditions:

• Wrong Products Received: The delivered goods are materially different from the ordered specifications (e.g., incorrect product, size, or type).
• Severe Quality Issues: The entire batch is defective or fails to meet agreed-upon standards. Isolated defects in a small portion of a large batch do not qualify, as our quality checks are random.
• Missing Items: The delivered quantity is substantially less than ordered (e.g., significant shortfall beyond acceptable industry variance).
• Non-Delivery: The order is not delivered, and responsibility is attributed to a freight forwarder recommended by us.
• Supplier Non-Performance: The supplier fails to ship the goods after payment is processed, and no acceptable resolution is provided.

5. Partial Refund or No Refund Scenarios

Refunds may be partial or denied in the following cases:

• Minor Defects: Defects affecting only a small percentage of a batch do not warrant a full refund. A partial refund or replacement may be offered at our discretion.
• Shipping Delays: Refunds are not provided for delays unless the freight forwarder (recommended by us) explicitly agrees to compensation.
• Uninsured Losses: If a shipment is lost or damaged and the customer declined insurance, full recovery is not guaranteed.
• Customer-Selected Freight Forwarder: We bear no liability for losses, damages, or delays when customers arrange their own shipping.

6. Shipments via Our Recommended Freight Forwarder

When customers use a freight forwarder recommended by us, we will assist as follows:

• Without Insurance: We will liaise with the freight forwarder to seek a partial or full refund, though reimbursement is not guaranteed absent insurance coverage.
• With Insurance: For insured shipments, we will support customers in filing claims with the insurance provider, facilitating a resolution based on the insurer's terms.

7. Shipments via Customer's Own Freight Forwarder

If customers opt for their own freight forwarder, we are not liable for any loss, damage, delay, or other shipping-related issues. Customers must resolve disputes directly with their chosen provider.

8. Reporting an Issue

Customers must notify us of any issues within 7 calendar days of receiving their shipment (or, for non-delivery, within 7 days of the expected delivery date).

Required Details

• Order number
• Detailed description of the issue
• Supporting evidence (e.g., photos, videos, or documentation for quality or damage claims)
• Proof of transaction (e.g., receipt or payment confirmation)

9. Resolution Process

10. Customer Responsibilities

• Inspection: Customers must promptly inspect shipments upon receipt and report issues within the 7-day window.
• Insurance Decisions: Customers are solely responsible for deciding whether to purchase shipping insurance.
• Liability Awareness: Customers using their own freight forwarder assume full responsibility for associated risks.

11. Policy Amendments

We reserve the right to update or modify this Policy at our discretion. Changes will take effect immediately upon posting and apply to all orders placed thereafter. Customers are encouraged to review the Policy periodically.