Return & Cancellation Policy

1. Order Cancellation

Buyers may cancel an order placed through the marketplace under the following conditions:

• Before Shipment: Orders can be canceled without penalty if the request is submitted and approved before the supplier has prepared the items for freight/shipment.
• Custom Orders: Orders involving customized or bespoke manufacturing cannot be canceled once production has commenced, regardless of shipment status.
• Cancellation Fees: If an order is canceled after the supplier has begun processing the fulfillment but prior to shipping, a restocking fee of up to 15% of the total order value may apply.

2. Return Eligibility

Due to the B2B nature of our platform, return requests are generally only accepted in instances involving critical errors or defects. Goods are eligible for a return if they meet one of the following criteria:

• The goods received significantly deviate from the specifications outlined in the agreed-upon Purchase Order.
• The goods were damaged during transit (pending an investigation involving the freight forwarder).
• An incorrect quantity of goods was delivered, in which case a partial return or compensatory shipment may be arranged.

All return requests must be filed within 14 days of receiving the delivery.

3. Damaged or Defective Goods

If you receive defective or damaged merchandise, you must notify the supplier immediately and upload photographic evidence through the Global Source Expo Dispute Center. Failure to maintain the original packaging or immediately alert the supplier may void the eligibility for a replacement or refund.

4. Refund Process

If a return request is approved by the supplier or via our arbitration mechanism, the approved refund amount will be credited back to the original method of payment within 10-15 business days. In some B2B cases, the refund may be issued as credit for future purchases with the specific supplier, subject to agreement by both parties.

5. Non-returnable Items

Certain categories of commercial goods are strictly non-returnable unless demonstrably defective upon arrival:

• Perishable goods or goods with a limited shelf-life.
• Raw materials that have been removed from their original factory seals.
• Software, digital products, and licensing keys.
• White-labeled goods manufactured specifically to the buyer's requested branding.

6. Shipping Costs

The buyer is generally responsible for covering the return shipping and freight costs. Under circumstances where the return is necessitated entirely by a supplier error (e.g., shipping the wrong product SKU), the supplier will arrange and take responsibility for the return transport costs.