Zhuzhou Hard Carbide Ltd.
  • Mon - Fri: 9:00 - 22:00 (UTC+8)
  • Customer Service Hours
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  • +86 199 5831 1831

Returns & Refund Policy

Returns & Refund Policy

Effective date: September 5, 2026

This policy applies to B2B wholesale orders placed with Zhuzhou Hard Carbide Ltd. (HARDCARBIDE). Because most of what we ship is industrial tooling made or coated to specification, returns are handled on the terms below.

1. Quality problems — we make it right

If goods arrive with a manufacturing defect, wrong specification, or short quantity:

  • Report within 7 calendar days of delivery. Email manager@hardcarbide.com with your PI / order number, item code, quantity, and clear photos or video (and a test report if available).
  • Once confirmed, we will replace, credit your account, or refund — your choice, subject to stock and production lead time.
  • We cover the return freight and the shipping cost of the replacement.

2. Damage in transit

Under FOB Guangdong and EXW Zhuzhou terms, risk passes at the point defined by the Incoterm. If cartons arrive visibly damaged, note it on the delivery receipt, photograph the packaging before opening, and tell us within 7 days. We will supply the documents you need to claim against the carrier and will help resolve the case.

3. Custom-made and OEM goods

Items produced to your drawing, sample, non-standard grade, special geometry, or custom coating colour are made to order and are not returnable unless they fail to meet the specification you confirmed in the PI. This includes OEM / ODM production and branded packaging.

4. Returns for non-quality reasons

Where you ordered the wrong model, over-estimated your requirement, or no longer need the stock, we may accept a return by written agreement only, on these conditions:

  • Goods must be unused, in original packaging, and resalable as new.
  • Request must be made within 30 days of delivery.
  • A restocking fee of 15% applies, and you arrange and pay the return freight.
  • Shipping costs of the original order are not refunded.

5. Return process

  1. Email manager@hardcarbide.com with order details, reason, and photo evidence.
  2. We reply with an RMA number and instructions — please do not ship anything back without one.
  3. Send the goods (if a physical return is required) to the address provided with the RMA.
  4. We inspect on arrival, normally within 5 working days.
  5. Approved refunds are issued within 15 working days — back to the original payment route, or as a credit against your next order if you prefer.

6. Non-returnable items

  • Custom / OEM / made-to-order products and custom-coated tooling.
  • Items that have been used, ground, re-coated, or damaged after delivery.
  • Goods returned without an RMA number.
  • Clearance or specially discounted lots (marked as such on the PI).

7. Cancelling an order

Production usually starts shortly after a PI is confirmed. If you cancel before production begins, there is no charge. Once raw material has been allocated or pressing / sintering has started, we can only refund the portion not yet consumed.

8. Contact

Email manager@hardcarbide.com  |  WhatsApp +86 199 5831 1831  |  Mon–Sat 08:30–18:00 (GMT+8).

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