Claims and refunds
How Refunds, Cancellations and Claims Work When Buying from China
Learn what to do when you cancel a China order, receive non-conforming goods or ask a supplier for a refund, replacement or compensation.
The key takeaway
A claim becomes manageable when you preserve evidence, check the contract and separate goods value, MedinChina service fees and third-party costs. A supplier promise is not a received refund, and opening a claim does not guarantee one.
Separate goods, service fees and third-party costs
A China order can contain three different categories of money: the value of the goods, MedinChina fees or commissions for work already performed, and external costs such as transport, inspection, insurance, banking or storage.
They do not follow the same refund rules. A supplier may refund goods while a completed sourcing service or third-party inspection remains payable under its own terms.
| Amount | Who received it | What normally controls a refund |
|---|---|---|
| Goods value | Supplier or manufacturer | Supplier contract, evidence and accepted solution |
| MedinChina service fee | MedinChina | Service scope, completion and project terms |
| Third-party cost | Carrier, inspector, bank, insurer or other provider | That provider’s contract and cancellation rules |
The cancellation stage changes the outcome
Cancellation is generally easier before work starts, before external costs are committed and before a supplier receives a deposit. Once MedinChina has researched, negotiated, coordinated or prepared documents, completed work may remain payable.
After a supplier deposit, production start, customisation, completion or shipment, recovery depends on the supplier contract, actual costs, resale possibility, transport and destination charges. A change of mind is not automatically a product defect or refund right.
- Has MedinChina started the purchased service?
- Has the supplier received a deposit or bought materials?
- Has production, customisation or shipment started?
- Are return, customs, storage or transport costs involved?
Open a claim with a precise record
Contact MedinChina as soon as possible after discovering a problem. Include the order number, product reference, affected quantity, receipt date, exact description and requested solution. Attach photographs, videos, opening footage, labels, serial numbers, measurements, invoices and transport documents where relevant.
Do not throw away, fully dismantle, modify, destroy the packaging or return the goods spontaneously when the issue is significant. Preserving the product and evidence helps establish what happened and which party may be responsible.
- Order number and supplier reference.
- Photos, video and packaging condition.
- Quantity affected and technical description.
- Inspection, invoice and delivery documents.
- Requested correction, replacement, credit or refund.
Follow the claim process step by step
MedinChina normally receives the claim, reviews evidence, checks the contract and approved specifications, presents the claim to the supplier or relevant third party, negotiates and records the resolution. The process can concern a carrier or insurer when the issue is transport damage rather than a manufacturing defect.
Possible outcomes include correction, replacement, new production, spare parts, compensation, credit or refund. The appropriate solution depends on the evidence, contract and party responsible.
A refund is final only when the money is received
A supplier saying that it accepts a refund does not mean that the funds are available. If MedinChina receives money on the client’s behalf, the recovered amount belonging to the client is returned under the applicable terms, subject to justified bank or currency charges.
A claim or negotiation is not a guarantee. If no commercial solution is found, the parties may consider a formal notice, mediation, legal advice, arbitration or court process where appropriate.
Frequently asked questions
Does a claim guarantee a refund?
No. MedinChina documents and presents the claim, but the outcome depends on the contract, evidence, responsibility and the supplier, carrier or insurer’s decision.
Are MedinChina fees refunded when goods are refunded?
Not automatically. Fees for sourcing, negotiation, coordination, inspection or other services already performed are assessed under the service terms separately from the goods value.
What should I do when goods arrive damaged?
Photograph the damage, film opening if useful, keep packaging and delivery documents, notify the carrier within its deadline and contact MedinChina promptly.