退款政策

Refund and Return Policy

1. Returns — 30 days

You have 30 days after receiving your item to request a return.

To be eligible, the item must be:
- Unused, uninstalled and undamaged
- In its original packaging, or equivalent protective packaging suitable for freight
- Accompanied by proof of purchase (order number or receipt)

To start a return, email us at 443623309@qq.com with your order number, a short description of the reason, and photos of the item. Please do not ship anything back until we issue a return authorisation — items sent back without an approved return request cannot be accepted.

Return address: Yuncang Trading Firm, West Zone, Jude Huayuan, Haizhu District, Guangzhou, Guangdong 510000, China

2. Return shipping costs

- If the return is due to our error, a manufacturing defect, or damage in transit: we cover the cost and will arrange a replacement, a repair, or a refund (see section 4). You will not be asked to pay return freight.
- If the return is for any other reason (for example: change of mind, wrong size ordered, or colour preference): the buyer is responsible for return freight. Because our basins are heavy, oversized freight items, return shipping is costly — we will quote the actual cost before you decide whether to proceed. Original outbound shipping costs are non-refundable.

3. Non-returnable items

Except where prohibited by applicable law, the following cannot be returned:
- Made-to-order and customised items, including basins produced in a custom colour to your specification
- Items that have been installed, drilled, cut, modified, or damaged after delivery
- Items not in their original or equivalent protective packaging
- Clearance or final-sale items clearly marked as such at the time of purchase
- Wholesale and project orders of 10 units or more, which are governed by the terms stated on your quotation or proforma invoice

4. Damaged, defective, or wrong item — please read carefully

Our basins are large, heavy cast items shipped internationally. Please:

a) Inspect the crate BEFORE signing the delivery note. If the crate is visibly crushed, punctured, or wet, write the damage on the delivery note, or refuse the delivery.
b) Open and inspect the basin within 48 hours of delivery.
c) If it is damaged, defective, or not what you ordered, email 443623309@qq.com with: your order number, photos of the damaged area, photos of the crate and packaging, and, if available, a short unboxing video.

We will then, at our choice, send a free replacement, send a repair kit or arrange a local repair, or issue a full or partial refund. In most cases you will NOT be asked to ship the damaged item back.

Claims reported more than 48 hours after delivery cannot be accepted, as carrier and freight insurance claim windows require prompt notification. This does not affect your 30-day return right under section 1 where the item is otherwise eligible.

5. Natural variation — not a defect

Every basin is individually cast. As a natural characteristic of artificial stone (solid surface) casting:
- Slight variation in colour, veining, and texture between individual pieces and between production batches is normal
- A minor dimensional tolerance of approximately ±3 mm is normal
- Small pinholes or differences in sheen on non-visible surfaces may occur

These characteristics are inherent to the material and the manufacturing process. They are not defects and are not grounds for a return. If you need an exact colour match across several units, please order them in the same production batch and tell us before production begins.

6. Minor damage can often be repaired

Artificial stone (solid surface) is repairable: superficial scratches, scuffs and small marks can usually be sanded and polished out rather than requiring a full replacement. If you notice minor damage, contact us — we will send repair instructions or arrange a local repair before considering a return.

7. Cancellations and changes

Orders may be cancelled or modified free of charge within 24 hours of payment, provided production or dispatch has not yet started. After that, because production is scheduled against your order, cancellations are subject to a 10% cancellation fee of the order value. Custom colour orders cannot be cancelled once colour matching has begun.

8. Refused delivery, wrong address, or incomplete import formalities

If a shipment is refused, returned to us because of an incorrect or incomplete address, or abandoned because import formalities were not completed, the outbound and return freight together with any storage, handling or disposal charges will be deducted from any refund due. We ship on DDP (Delivered Duty Paid) terms, meaning customs duties and import taxes are borne by us; however, returns caused by the customer are excluded from this undertaking.

9. Exchanges

The fastest way to get the item you want is to return the item you have (once the return is approved) and place a new order. We will dispatch the replacement as soon as the return is confirmed in transit.

10. European Union — 14 day cooling-off period

Notwithstanding the above, if the merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The item must be unused, uninstalled, and in its original packaging, with proof of purchase. This statutory right overrides section 3, except for made-to-order and customised items.

11. Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be refunded on your original payment method within 10 business days. Your bank or card issuer may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at 443623309@qq.com.

12. Contact

Yuncang Trading Firm (sole proprietorship)
Email: 443623309@qq.com
Business address: No. 16 Huancheng South Road, Jiangcheng District, Yangjiang, Guangdong 529500, China