Refund, Cancellation & Claims Policy

This policy applies when a client wants to cancel an order or service, reports a non-conformity, defect, incorrect quantity or damage, or requests a replacement, compensation or refund.

Our objective is to handle each cancellation or claim in a documented, transparent and contractually grounded way.

Goods value is the amount paid for products purchased from a supplier or manufacturer. MedinChina fees and commissions pay for sourcing, negotiation, coordination, follow-up, inspection or other agreed services. Third-party costs include transport, independent inspection, laboratory, bank, insurance, storage or other provider charges.

These categories are not subject to the same refund conditions and should be kept separate in the project documents.

Money recovered from a supplier as a refund owed to the client is not MedinChina revenue. When MedinChina actually receives such funds on the client’s behalf, the recovered amount due to the client is returned under the applicable terms.

Bank, exchange, receiving or other properly applicable charges may affect the final amount.

Unless the contract says otherwise, the supplier or manufacturer remains responsible for manufacturing and conformity of the goods it provides.

This may include quality, quantity, model, materials, dimensions, colour, configuration, customisation, technical characteristics, manufacturing defects, accessories and conformity with approved specifications. MedinChina does not automatically become the manufacturer.

Where applicable, MedinChina seeks to include provisions covering specifications, quantities, quality, timing, payment, inspection, defects, warranties, claims, correction, replacement, compensation and refunds in supplier documents.

These clauses provide a basis for action but do not guarantee a refund in every circumstance. The result depends on the contract, evidence, facts and available remedies.

Before final approval or payment, the client must read the quotation, invoice, pro forma invoice, purchase or sales contract, technical specifications, supplier conditions, payment terms, inspection terms and warranty conditions.

Questions or disagreements should be raised before authorising the order or payment.

If the client cancels before MedinChina starts the service and before an external cost is incurred, the refund is determined by the applicable contract or offer.

Where possible, amounts for services neither performed nor committed may be refunded under the agreed conditions.

Once MedinChina has begun analysis, sourcing, supplier communication, comparison, negotiation, travel, verification or document preparation, work already performed may remain payable.

The unperformed part is handled according to the applicable contract and project terms.

Cancellation may be simpler when the supplier has not received funds and no production or irreversible expense has started.

MedinChina fees or third-party costs for work already completed may still apply.

After a deposit is sent to the supplier, recovery depends on the supplier contract and the order’s progress. The supplier may already have purchased materials, reserved production, started manufacturing, customised goods or committed specific costs.

MedinChina cannot promise the return of money that the supplier is not required or willing to return.

A customised or active production order may be difficult or impossible to cancel without financial loss. MedinChina will ask the supplier about actual progress, committed expenses, recoverable amounts and available alternatives.

Any amount actually recovered for the client is handled under the applicable documents.

Once goods are completed in accordance with the order, cancellation for a change of mind may no longer create a refund right.

The outcome depends on the contract, product type, customisation, resale possibility and supplier agreement.

After dispatch, cancellation may involve transport, storage, return, customs, insurance and handling costs. International returns must not be made without prior instructions on address, documents and cost responsibility.

A claim may concern an incorrect product or quantity, manufacturing defect, different characteristics, incomplete product, missing accessories, non-conformity with contract specifications, functional problem or contractually defined packaging issue.

Each situation is assessed against the documents for the order.

The client should contact MedinChina as soon as possible after discovering the issue. The request should identify the order number, product, affected quantity, precise problem, receipt date and requested solution, with available evidence attached.

Depending on the issue, MedinChina may request photographs, videos, an opening video, packaging, labels, serial numbers, inspection reports, invoices, transport documents, measurements, technical descriptions and affected quantities.

Evidence is essential to present a claim to a supplier, carrier or insurer.

For a significant problem, the client should reasonably avoid throwing away the product, fully dismantling or modifying equipment, destroying packaging or returning goods spontaneously.

These actions can make it harder to establish what happened and who may be responsible.

A claim generally follows six stages: claim received; evidence review; contract review; supplier claim; negotiation; and resolution.

The process may be adapted when the relevant party is a carrier, insurer or another third-party provider rather than the supplier.

Depending on the contract, facts and provider decision, a claim may result in correction, replacement, new production, spare parts, compensation, credit or refund.

The solution depends on the circumstances and contractual obligations; no particular outcome is automatic.

When a supplier accepts a refund, MedinChina follows the process through recovery of the funds when it is acting as payment intermediary. The client is updated as reasonably possible.

A supplier’s statement that it “accepts” a refund does not mean that the money is available. A refund is final when the corresponding funds have been received and receipt confirmed.

When MedinChina receives the funds for the client, it returns the recovered amount that belongs to the client.

Where multiple currencies are involved, the final amount may be affected by exchange rates, bank charges, receiving fees, intermediary banks and conversion.

MedinChina distinguishes the amount recovered from applicable charges as far as reasonably possible.

A goods refund does not automatically refund fees or commissions for services already performed, such as sourcing, verification, negotiation, coordination, follow-up or inspection.

The outcome depends on the contract and the service actually completed.

Third-party costs are subject to the provider’s conditions. This may include transport, independent inspection, laboratory, certification, insurance, banking, legal advice and storage.

MedinChina cannot guarantee a refund for a third-party service that has already been performed.

Transport damage must be distinguished from a manufacturing defect. If goods leave the supplier in good condition but arrive damaged, the claim may concern the carrier, forwarder, handler or cargo insurer.

MedinChina can coordinate the process when that support is within the agreed service.

A change of mind is not automatically a non-conformity. If goods match the contract, specifications, approved sample, quantities and validated characteristics, the supplier may not have to accept a return or refund.

When the supplier produced exactly according to approved specifications but those specifications were incorrect or incomplete, responsibility must be assessed against the instructions actually provided.

Clients should verify specifications carefully before production.

A client-requested change after approval or production start may cause a new cost, delay, new production, material loss or other expense.

These costs are not automatically the supplier’s or MedinChina’s responsibility.

Claims should be reported as soon as reasonably possible after discovery. Suppliers, carriers and insurers may impose specific deadlines, and contractual deadlines must be respected.

MedinChina may refuse to support a claim where there are serious indications of falsified evidence, knowingly incorrect statements, intentionally caused damage, product substitution or an attempt to obtain more than one recovery for the same loss.

Additional evidence may be requested where necessary.

MedinChina documents the situation, uses available contractual mechanisms and reasonably advocates for the client’s claim. Opening a claim does not mean that the supplier will accept a refund.

The result depends on evidence, contract, responsibility and available remedies.

If no commercial solution is found, the parties may consider renewed negotiation, a formal notice, mediation, legal advice, contractual remedies, arbitration or court proceedings where applicable.

Professional legal services may create additional costs and should be provided by qualified professionals.

MedinChina does not announce that a refund is guaranteed while that remains uncertain. We aim to communicate what was claimed, what the provider answered, what was negotiated, what was accepted and what was actually recovered.

Your refund is not our profit. MedinChina is paid for its services and commissions. When client funds are recovered from a supplier following an accepted claim, they are returned under the applicable conditions.

Our aim is to have sufficiently clear contracts and evidence before the order so that we can act effectively when a problem arises.

This policy should be read with the General Terms, Payment & Commission Policy, Sourcing & Supplier Verification Policy, Quality Control & Inspection Policy, Shipping, Logistics & Customs Policy and Privacy Policy.

Specific order-contract terms may prevail where expressly agreed and legally applicable.

To open a claim, use the client area when available or contact contact@agencemedinchina.com. Suggested subject: CLAIM — order number — client name.

MedinChina is operated by Hangzhou Opun Technology Co., Ltd. (杭州奥普恩科技有限公司), Hangzhou, Zhejiang, China.