Return, Refund & Claims Policy

1. General Nature of Sales

This Return, Refund & Claims Policy applies to yonghepercussion.com (the “Website”) operated by Langfang Yonghe Musical Instrument Co., Ltd. (“we,” “us,” or “our”).

This Policy explains the rules regarding returns, refunds, and claims for sample orders, quotation-based orders, and bulk business purchases made through the Website or through direct business communication with us.

Our Website primarily serves business customers, including distributors, wholesalers, importers, dealers, schools, institutions, and other commercial buyers.

Because our products are supplied in a B2B context, and because order arrangements may involve business quotation, stock allocation, export shipment, or production scheduling, returns and refunds are not handled in the same manner as ordinary retail consumer purchases.

Unless otherwise agreed in writing, all return, refund, and claim matters are subject to this Policy together with our Terms & Conditions, Shipping & Fulfillment Policy, Sample Policy, Wholesale & Quotation Terms, and any applicable quotation, pro forma invoice, order confirmation, or written agreement.

2. No General Right of Return

Unless otherwise expressly agreed in writing, customers do not have a general right to return goods simply because they no longer want the products, ordered the wrong products, changed business plans, or were unable to sell the products in their local market.

Return requests are reviewed strictly and only in limited circumstances.

3. Sample Orders

Sample orders are generally non-returnable.

Because samples are provided for evaluation, testing, or pre-order review, we do not normally accept returns of sample items, and sample charges are generally non-refundable unless we expressly agree otherwise in writing.

4. Bulk Orders and Commercial Orders

Bulk orders are generally non-returnable.

This includes, without limitation:

• wholesale orders,
• quotation-based orders,
• production-based orders,
• export orders,
• special packing orders, and
• other commercial supply arrangements.

In particular, we do not accept returns for goods merely because of over-ordering, market changes, buyer preference changes, or non-product-related sales difficulties.

5. Circumstances in Which a Claim May Be Accepted

Claims may be considered where the customer receives goods that are damaged in transit or wrongly shipped / incorrectly supplied.

Any other claim category, including alleged quality issues, shortage issues, packaging concerns, or other disputes, will be reviewed case by case based on the actual order terms, evidence provided, and the specific commercial context.

Acceptance of a claim is not automatic and remains subject to our review and confirmation.

6. Time Limit for Claims

Any claim for damaged goods, wrongly shipped goods, or similar issues must be submitted to us within 7 days after receipt of the goods.

Claims submitted after this period may be rejected, especially where delay affects our ability to verify the issue with logistics providers, warehouse records, packaging records, or internal shipment documentation.

7. Required Supporting Evidence

To submit a claim, the customer must provide sufficient supporting materials, which should include, where applicable:

• clear photos of the goods,
• relevant videos,
• clear photos of the outer cartons / external packaging, and
• any relevant shipping marks, labels, or order references.

We may also request additional supporting information, such as:

• order number,
• invoice or quotation reference,
• packing details,
• quantity details,
• a written description of the issue, and
• photographs of inner packaging or product labels.

Failure to provide sufficient evidence may result in rejection of the claim.

8. Inspection Upon Receipt

Customers should inspect the goods as soon as reasonably possible after delivery.

If the outer packaging appears damaged, opened, crushed, wet, or otherwise abnormal, the customer should:

• document the condition immediately,
• retain the packaging materials,
• keep shipping labels and carton markings, and
• contact us promptly within the claim period.

Customers should not dispose of relevant packaging or evidence before the claim is reviewed, unless necessary for safety or legal reasons.

9. Review of Claims

After receiving a claim, we will review the information provided and may:

• request additional evidence,
• compare the claim with shipment records and packing records,
• verify whether the issue relates to transit damage, wrong shipment, or another cause, and
• determine whether the claim is accepted, rejected, or partially accepted.

Submission of a claim does not guarantee approval.

10. Remedies

Where a claim is accepted, the usual resolution method will be credit or deduction toward the customer’s next order.

Unless otherwise expressly agreed in writing, remedies are not automatically provided in cash form and may instead be handled through a commercially reasonable adjustment in a future order.

Depending on the circumstances, and only if we agree in writing, we may consider another solution where appropriate. However, the standard handling method remains the one stated above.

11. No Unauthorized Returns

Customers must not return goods to us without our prior written authorization.

Any unauthorized return may be refused, rejected, abandoned, or returned to sender at the customer’s cost.

If we agree to a return in a specific case, the customer must follow the return instructions provided by us, including any requirements regarding packaging, shipping method, address, and documentation.

12. Non-Claim Situations

Without limiting our rights, we may reject claims or return requests in situations including, but not limited to, the following:

• the claim is submitted after the 7-day period;
• the customer fails to provide sufficient supporting evidence;
• the goods were used, altered, damaged, or repacked after receipt;
• the issue does not involve actual transit damage or wrong shipment;
• the customer ordered the wrong product or specification;
• the claim is based on buyer preference, market conditions, or resale performance; and
• the customer fails to cooperate reasonably in the review process.

13. Shipping Damage and Customer Cooperation

Where damage may have occurred during transport, customers are expected to cooperate reasonably in any carrier-related verification process, including preserving packaging, labels, and photographs, and providing timely notice.

If the customer’s failure to inspect, preserve evidence, or report promptly makes verification impossible or materially difficult, the claim may be reduced or rejected.

14. Return Shipping Costs

If we expressly approve a return in writing, responsibility for return shipping cost and related charges will be determined by us based on the specific case and cause of the issue.

No return shipping should be arranged by the customer unless and until we have confirmed it in writing.

15. Relationship with Other Commercial Documents

This Policy is intended to apply generally to Website-related and business-related transactions.

However, if a separate quotation, invoice, signed agreement, order confirmation, or written commercial arrangement specifically provides different return, refund, replacement, or claim handling terms for a particular order, that specific written document shall prevail for that order.

16. Limitation

Nothing in this Policy shall be interpreted as granting a blanket right of return, automatic refund entitlement, or unconditional compensation right.

All claims are subject to review, evidence, order records, shipping context, and our written confirmation.

17. Changes to This Policy

We may update this Return, Refund & Claims Policy from time to time to reflect changes in our business practice, logistics process, legal requirements, or order handling rules.

Any updated version will be posted on this page with a revised “Last Updated” date.

18. Contact Us

If you need to submit a claim or have questions about returns, refunds, or after-sales handling, please contact us: