Refund and Order Policy
Company Name: Zhongshan Kailei Personal Care Supplies Co., Ltd
Brand: CALLA
Effective Date: 03/03/2026
1. General Statement
This Refund & Order Policy governs all transactions between Zhongshan Kailei Personal Care Supplies Co., Ltd (“the Company”, “we”, “us”, or “our”) and our clients. As a professional OEM/ODM skincare manufacturer, we offer highly customized products based on client-approved specifications (formulas, packaging, labeling, and branding). Consequently, our policy reflects the specialized, made-to-order nature of our manufacturing services.
2. Order Confirmation & Payment Terms
Binding Agreement: An order is considered officially confirmed only when the client and our sales team have agreed in writing on all final order details. This includes product specifications, packaging, quantity, pricing, shipping arrangements, and any other relevant terms. Written confirmation can be provided via email, a signed Proforma Invoice, or a purchase order accepted by the Company.
Order Confirmation Requirement: All orders must be confirmed with our sales team before any payment is made. Clients should not make any payments until they have received written confirmation of the final order amount and all pertinent order details. If a payment is made without prior confirmation and a refund is later requested, the payer will be responsible for any payment processing fees incurred.
Production Kick-off: Manufacturing, material procurement, and other related production arrangements will only begin after the agreed deposit or full payment has been received and cleared in our account.
Final Payment: Unless otherwise agreed in writing, the total remaining balance must be paid in full before shipment.
3. Order Cancellation (Before Production)
For customized orders that have not yet entered Production, a cancellation request may be submitted. However:
Non-Refundable Fees: All transaction fees (bank charges, credit card fees, currency conversion losses) are strictly non-refundable.
Sunk Costs: If the Company has already procured raw materials, specialized packaging, or printed components (labels, boxes) specifically for the client’s order, these costs will be deducted from any potential refund.
4. Non-Cancellable Orders (Post-Production Start)
Once mass production, formula blending, or customized packaging assembly has commenced, orders are non-cancellable and non-refundable. This includes, but is not limited to:
- Custom-developed formulas.
- Private label packaging and printed materials.
- Bulk production batches specifically manufactured for the client.
5. Abandoned Orders & Prepayments
If a deposit has been made but the Company is unable to obtain production approval, artwork confirmation, or any communication from the client for more than 30 consecutive days:
- The order may be deemed “Abandoned.”
- The Company reserves the right to retain the deposit to cover storage and procurement costs.
- Reactivating an abandoned order may be subject to price adjustments based on current material costs.
6. Client Responsibility: Formula & Artwork Approval
Final Review: Clients are solely responsible for verifying the accuracy of formulas, ingredient lists, artwork, packaging dimensions, and regulatory labeling compliance.
Post-Approval Changes: Once written approval is granted, any subsequent modifications will be treated as a new request and may result in additional costs and significant production delays.
7. Production Timelines & Force Majeure
Estimates: All lead times provided are estimates. While we strive for punctuality, timelines may fluctuate based on raw material availability and seasonal demand.
Exclusions: Delays caused by Force Majeure (natural disasters, strikes, pandemics), global logistics disruptions, customs inspections, or government regulatory changes do not constitute grounds for cancellation of an order or for refunds.
9. Hygiene & Safety (Non-Returnable Goods)
Due to international health, safety, and hygiene standards for cosmetic products, opened, used, or tampered-with products are strictly non-returnable under any circumstances.
10. Post-Delivery Storage & Liability
Optimal Conditions: Skincare products require specific storage conditions (e.g., temperature control, protection from direct sunlight).
Liability Shift: The Company is not liable for product degradation, oxidation, or contamination resulting from improper storage, handling, or third-party transportation after the goods have left our facility or designated warehouse.
11. Refund Processing
Method: Approved refunds will be issued to the original payment method as agreed.
Timeline: Please allow 10-15 business days for refund processing after final approval.
Contact Information
For any inquiries regarding your order or this policy, please reach out to our team:
- Zhongshan Kailei Personal Care Supplies Co., Ltd
- Email: info@callaskincare.com; sales@callaskincare.com
- Phone: +86-18938709063
- Address: Zhongshan, Guangdong, China