Returns & Claims Policy

Contract Terms Take Priority

This website provides company and capability information. An inquiry or quote request does not create an obligation, reserve goods, or accept commercial terms. A project proceeds only through direct review, a written agreement or contract accepted by both parties, and the payment arrangement stated in that document. If this page differs from an executed contract, the executed contract controls for that engagement.

The executed written agreement may establish inspection periods, quality criteria, tolerances, notice requirements, exclusions, available remedies, and responsibility for transport. Those provisions take priority over this general page. There is no automatic right to send goods back because preferences, sales performance, forecasts, or business needs changed. Custom, branded, artwork-based, specially prepared, or made-to-requirement goods may have additional limitations stated before work begins.

Inspection After Delivery

The receiving business should promptly compare the delivery with the applicable packing information and confirmed specifications. Check carton count, external condition, item identity, quantity, visible workmanship, and any project-specific quality points. Where practical, do not distribute, alter, apply, wash, use, or dispose of questioned goods until the review is complete. For DTF transfers, keep representative unused pieces and record the garment, equipment, temperature, time, pressure, and application method relevant to the concern.

Visible carrier damage or shortage should be noted at receipt when practical. Preserve cartons, labels, protective material, delivery papers, and photographs. A prompt, organized inspection helps distinguish transport damage, quantity variance, specification questions, application conditions, and other possible causes. Acceptance, rejection, and notice timing remain subject to the contract.

How to Submit a Claim

Email support@hongshunyx.com with the business name, contact person, contract or quote reference, delivery date, affected item, affected quantity, and a clear description. Include dated photographs showing the overall delivery, packaging, labels, and close views of the reported condition. If the issue concerns measurements, color, function, or application, include the method and comparison used. We may request additional reasonable information or representative materials needed to evaluate the claim.

Submitting a claim does not by itself establish fault or authorize a return, credit, replacement, or other remedy. We review the information against confirmed specifications, agreed tolerances, handling records, delivery documents, and relevant circumstances. Both parties should cooperate in good faith and avoid actions that prevent a fair review. Sensitive payment details should never be included with claim evidence.

Authorization and Possible Resolution

Do not return goods without written authorization and instructions. Unapproved shipments may be refused or may create added handling costs. If a return is authorized, the instructions may identify the approved quantity, destination, deadline, packaging, carrier method, reference number, and responsibility for transport. Only the authorized goods should be sent, and their condition should be preserved as reasonably possible.

Depending on the contract and verified facts, an agreed resolution may involve correction, replacement, credit, partial adjustment, or another practical remedy. No particular outcome is promised before evaluation. Refund timing or method, if applicable, will follow the written resolution and original commercial arrangement. Indirect losses, customer resale results, and internal costs are handled only as provided in the executed contract and applicable law.

Items Generally Outside a Quality Claim

A quality claim generally does not cover ordinary variation within an agreed tolerance, screen-to-physical color differences, customer-approved artwork or spelling, incorrect information supplied by the customer, use outside agreed instructions, improper storage, alteration, normal wear, customer equipment settings, unsuitable garment material, or damage occurring after delivery. The facts and written specifications control the review.

If you are uncertain whether a concern qualifies, contact us before taking further action. Early communication often preserves evidence and makes evaluation more efficient. This policy does not remove rights or obligations that cannot lawfully be changed. It provides an operational framework, while the specific contract remains the primary record for each business engagement.

Customers should keep internal receiving records that identify who inspected the delivery, when inspection occurred, what quantities were checked, and how any affected goods were separated. If continued use could increase damage or obscure the cause, pause use while requesting direction. Reasonable steps to limit further loss do not determine responsibility, but they can protect evidence and support a practical discussion. We may ask for a joint review, additional photographs, measurements, or return of a representative piece before reaching a conclusion. Communication should remain tied to documented facts and the quality criteria accepted before performance.

Contact Information

HONG SHUN YUAN XUAN LLC. can be reached at support@hongshunyx.com. Our business address is 30 N Gould St Ste R, Sheridan, WY 82801, United States.