Refund & Returns Policy (B2B Wholesale)

Short Summary

B2B Wholesale Policy: Returns are limited and require approval. Please inspect shipments immediately and report issues within the stated deadlines with photos/videos. Custom/private label items are non-returnable. Most cases are solved via replacement/credit rather than international returns.

Effective Date: [01.01.2024]
This Refund & Returns Policy (“Policy”) applies to purchases made from Trimpex / Trimpexparts.com (“Trimpex,” “we,” “us”) by business customers only (“Customer,” “you”). We operate as a B2B wholesale supplier and do not sell retail to individual consumers.

Because our products are shipped internationally, often consolidated from multiple product groups, and may include made-to-order or private label items, returns and refunds are handled differently than standard retail e-commerce.

1) B2B Scope (Important)

• This Policy applies to B2B transactions (workshops, wholesalers, distributors, and businesses).
• Retail consumer return rules do not apply to B2B orders.
• By placing an order, you confirm you are purchasing for business purposes and agree to this Policy.

2) Definitions

• RMA: Return Merchandise Authorization number issued by Trimpex for any return (if approved).
• Nonconforming Goods: Items that are materially different from the confirmed specification/quotation or confirmed sample (if applicable).
• DOA (Dead on Arrival): Items that fail basic function upon first receipt/inspection (where applicable).
• Custom/Private Label: Items produced or packed with your branding, labeling, custom design, or special packaging requirements.

3) Pre-Shipment QC & Order Confirmation

For many orders, we provide pre-shipment QC photos/videos or packing confirmation before dispatch. Where QC evidence is provided, it serves as reference for:

• quantity confirmation (based on packing list)
• visible condition prior to shipment
• packaging readiness

Please review any shared QC/packing confirmation promptly. If you request changes after confirmation, it may affect lead time and cost.

4) Order Changes, Cancellations & Deposits

Because B2B orders may involve reserved stock, production scheduling, packaging, or private label work:

• Before production/packing begins: changes or cancellations may be possible.
• After production starts / packaging is prepared / goods are consolidated: cancellation may not be possible, or may involve cost recovery (materials, labor, packaging, supplier penalties).

If an order is canceled after costs have been incurred, Trimpex may deduct non-recoverable costs from any refundable amount.

5) Customer Inspection on Delivery (Required)

You must inspect shipments immediately upon arrival.

Claim Deadlines

To be eligible for a claim, you must notify Trimpex within:

• 48 hours for visible shipping damage (carton damage, crushing, water damage)
• 7 calendar days for missing items / wrong items / quantity discrepancies
• 14 calendar days for functional defects/DOA (where applicable)

Claims submitted after these windows may be declined due to lack of timely evidence and carrier limitations.

Evidence Required

To process a claim, please provide:

1. Order/Invoice number
2. Photos of outer cartons, shipping labels, and inner packaging
3. Photos/video of the issue (damage/defect)
4. For quantity issues: full unpacking video or clear step-by-step evidence
5. For functional issues: short video showing the fault and installation context (if relevant)

6) What Is Eligible for Refund/Return Consideration?

We may offer replacement, credit, or refund consideration (case-by-case) for:

A) Wrong Item Shipped

If you received an item different from the confirmed order.

B) Missing Items / Quantity Shortage

If validated against packing records and evidence.

C) Shipping Damage

If damage is documented properly and reported within the deadline.

D) Manufacturing Defects / DOA (Where Applicable)

If the item fails basic function under normal use/installation and evidence supports the claim.

Note: Many issues can be resolved without physical returns (replacement parts, reship, or credit) depending on product type and practicality.

7) What Is Not Eligible (Non-Returnable / Non-Refundable)

The following are generally not eligible for returns or refunds:

1. Change of mind / customer preference changes
2. Wrong fitment / compatibility issues when the correct vehicle/spec was not confirmed by the Customer (especially for performance parts)
3. Improper installation, misuse, modification, racing abuse, or incorrect handling/storage
4. Normal wear & tear, cosmetic expectations, minor cosmetic marks that do not affect function (common in international wholesale logistics)
5. Items approved during sample stage where bulk matches the approved standard
6. Custom / Private Label / made-to-order products (branding, custom packaging, custom specs)
7. Clearance / special deal items (if marked final sale)
8. Damage caused after delivery or during your internal handling

8) Returns (RMA) — Only If Approved

International B2B returns can be costly and slow. Therefore, returns require prior written approval.

Return Authorization Steps

1. Contact us with required evidence (see Section 5)
2. We review and confirm next steps
3. If return is approved, we issue an RMA number and return instructions
4. Returns shipped without an RMA may be refused

Return Conditions

• Items must be unused, uninstalled, and in original packaging unless otherwise agreed
• Missing accessories/packaging may reduce eligible credit/refund
• We may apply a restocking fee where applicable (especially for non-defect returns approved as an exception)

Return Shipping Costs

• If the issue is confirmed as Trimpex fault (wrong item / verified defect), we will propose the most reasonable solution (replacement/credit/refund) and confirm shipping responsibility case-by-case.
• If the return is approved for reasons not caused by Trimpex, Customer is responsible for all return shipping and related costs.

9) Resolution Options (How We Handle Approved Claims)

Depending on the case, we may offer one or more of the following:

1. Replacement / Reshipment (full item or parts)
2. Credit Note for future orders
3. Partial Refund (for affected items only)
4. Repair/Parts Support (where practical)

We select the most practical option based on product category, shipping cost, and claim validation.

10) Refund Processing (If Approved)

If a refund is approved:

• Refunds are processed to the original payment method where possible, or via bank transfer for B2B payments.
• Bank/intermediary fees and currency conversion differences may be deducted if they occur outside our control.
• Shipping charges are generally non-refundable, unless explicitly agreed otherwise.

Refund timing depends on claim validation and payment method, but we aim to process approved refunds promptly after the resolution is confirmed.

11) Shipping Terms & Risk Transfer (Incoterms)

Risk transfer and claim handling can vary depending on agreed trade terms:

• Under FOB, risk typically transfers when goods are loaded on the vessel at the port of shipment.
• Under EXW, risk transfers when goods are made available at the pickup point.
• Under CIF/CFR/DDP and other terms, responsibilities differ based on the agreed Incoterm and logistics arrangement.

We will always reference the confirmed Incoterm in your quotation/invoice when assessing responsibility for shipping damage or loss.

12) Customs, Duties, Taxes & Import Restrictions

Customers are responsible for:

• import duties/taxes, customs clearance fees, and local regulatory requirements
• delays or rejections due to local import restrictions

These costs are not refundable by Trimpex.

13) Limitation of Liability

To the fullest extent permitted by applicable law:

• Trimpex is not responsible for indirect or consequential losses (lost profit, downtime, labor costs, installation costs, or third-party claims).
• Our liability is limited to the value of the affected goods as confirmed on the invoice (subject to claim validation).

14) Contact for Returns/Claims

To start a claim, contact us with:

• Order/Invoice number
• Product details and quantity
• Photos/videos and a clear description of the issue

Email: info@trimpexparts.com
WhatsApp: +8613073031461
Business Hours: Monday-Friday 09.00-18:00 (UTC+8)