Refund Policy
Quanzhou Sien Stone Company Global Refund Agreement
1. Scope of application
This agreement applies to global customers who purchase customized monuments, tombstones and various stone products through the global official platform of Quanzhou Shien Stone Co., Ltd. and authorized cross-border e-commerce channels. Whether you are in China or abroad, you can apply for a refund in accordance with this agreement as long as you meet the following refund conditions.
2. Refund Conditions and Process
Circumstances in which a refund can be requested
Quality Issues: The product has obvious color difference. If the deviation is beyond the industry standard compared with the color card or sample confirmed by both parties, the engraved pattern and text are seriously inconsistent with the design draft; the material does not meet the contractual standards after professional testing, such as key indicators such as compressive strength and density.
Delivery Delay: For international orders, customs clearance and delivery have not been completed for more than [45] working days from the date of payment (except for force majeure factors such as natural disasters, war, government policy adjustments, etc.).
Changes In Customization Requirements: The customer proposes to change the customization requirements before the product processing starts due to reasonable reasons of the customer, and reaches an agreement with our company; if the product has already started processing, and after evaluation, the change in requirements makes it impossible to continue production as originally planned, both parties agree to a refund through negotiation.
- The Product Does Not Match The Description: The stone products actually received are significantly different from those displayed on the website or described in the contract in terms of specifications, color, texture, etc., which affects normal use or does not meet the expected results.
Refund Request Process
Submit An Application: Domestic customers can log in to the personal center of the official website, click [My Order]-[Apply for Refund], fill in the reason for the refund in detail, and upload relevant supporting materials, such as photos of product defects, communication records with customer service, etc.; you can also organize the above information into an email and send it to the official after-sales email jiang@shienstonedesign.com to apply. International customers log in to the personal center of the international station, submit an application through [Global Order]-[Refund Request], and need to clearly explain the reason for the refund in English or Chinese, and attach supporting materials that meet international standards, such as SGS test reports (for quality issues), international logistics abnormality certificates (for delivery delays), etc.; or submit a refund application through the email jiang@shienstonedesign.com, attaching the corresponding materials.
Review Confirmation: Our professional customer service team will review your application within [3 – 5] working days (domestic orders are based on Beijing time, international orders are based on Coordinated Universal Time UTC+8) after receiving your application. We will promptly provide feedback on the review results via email (uniformly used: jiang@shienstonedesign.com) or SMS (for customers with bound mobile phone numbers).
- Refund: After review, domestic order funds will be refunded to your payment account within [5] working days, such as WeChat Pay, Alipay, bank card, etc.; international order refunds will be refunded within [5 – 7] working days through the original payment channel. International wire transfers (T/T) will be refunded based on the intermediary bank fee. PayPal, credit cards, etc. will be refunded in the original currency.
3. Calculation of Refund Amount
Full Refund: If the transaction cannot be completed due to our company’s reasons, such as shortage of raw materials, sudden failure of production equipment that cannot be repaired, serious quality problems of products that cannot be rectified, etc., 100% of the paid amount will be refunded (domestic orders do not include reasonable logistics costs incurred; international orders do not include cross-border tariffs and local fees in the destination country).
Partial Refund:
Order Cancellation Due To Customer Reasons: For domestic orders, deduction will be made from the raw material purchase costs (calculated based on the actual purchase price), the cost of completed processing steps (calculated based on industry standard working hours and unit prices), and the prepaid logistics costs (based on the actual logistics bill); for international orders, on this basis, deduction will also be made from the customs clearance fees and international transportation insurance fees incurred due to cross-border logistics.
Customized Product Modification: The completed customized process stage is deducted according to the industry’s common processing fee standards. For example, the fine carving process is calculated according to the corresponding standard fee per square meter. If the modification requirements lead to the replacement of raw materials, the cost of new raw materials and corresponding losses must be deducted.
Exchange Rate Description: For refunds of international orders, the amount will be settled based on the central parity rate announced by the People’s Bank of China on the day of payment or the real-time exchange rate of the international payment platform to ensure the accuracy of the refund amount.
4. Rights and obligations of both parties
Customer Rights and Obligations
Rights:
You have the right to apply for a refund from our company in Chinese (domestic customers) or English/Chinese (international customers) in accordance with the provisions of this Agreement, and to check the refund progress and related logistics status at any time.
Obligations: You must provide proof of refund truthfully, ensure that the materials are authentic, valid and meet the requirements; actively cooperate with our company to complete the refund review process, such as supplementing information as required, assisting in verifying the situation, etc. If you apply for a refund due to providing false materials, our company has the right to refuse the refund and reserves the right to pursue legal liability. The “Civil Code of the People’s Republic of China” and other relevant laws and regulations apply to China, and international orders refer to the “United Nations Convention on Contracts for the International Sale of Goods” (CISG) and related international practices.
Sien Stone Obligations
Strictly follow international business rules and domestic laws and regulations to ensure that the refund process is fair, transparent and efficient, and complies with the World Trade Organization (WTO) cross-border service standards and domestic market supervision requirements.
We strictly keep customer personal data confidential, comply with the Personal Information Protection Law of the People’s Republic of China in China, and comply with the data protection laws and regulations of relevant regions such as the EU General Data Protection Regulation (GDPR) in the international arena to prevent customer information leakage.
- Provide professional bilingual customer service support for domestic and international customers, working hours are 9:00-18:00 from Monday to Friday (domestic time is based on Beijing time, international time is based on UTC+8), promptly answer customers’ questions about refunds, and assist in handling related issues.
5.Dispute Resolution
Negotiation Settlement: For any disputes arising from this agreement, both parties shall first negotiate in a friendly and honest manner. Customers can communicate with our company by calling the domestic customer service hotline [domestic customer service phone], international customer service hotline [international customer service phone] or sending an email to jiang@shienstonedesign.com, and our company will arrange for a dedicated person to follow up and handle the matter.
Mediation: If no agreement can be reached through negotiation, domestic clients may apply for mediation by relevant domestic industry associations or consumer associations; international clients may submit the case to internationally recognized mediation institutions such as the China Chamber of International Commerce Mediation Center for mediation in accordance with international commercial mediation rules.
- Arbitration/Litigation Resolution: If mediation fails, domestic clients may file a lawsuit with a People’s Court with jurisdiction over the case; international clients may submit the case to the China International Economic and Trade Arbitration Commission (CIETAC) for trial in accordance with its international arbitration rules. The arbitration seat is Beijing, the arbitration language is English, and the award can be enforced in more than 160 contracting states in accordance with the New York Convention.
6.Effectiveness of the Agreement and Multilingual Effect
This Agreement will automatically take effect when the customer completes the online order payment. The Chinese and English versions have the same legal effect. If there is a conflict in the interpretation of the terms, the English version shall prevail to ensure consistent understanding among global customers.
Our company has the right to revise this agreement based on changes in international economic and trade rules, adjustments to domestic laws and regulations, or actual business conditions. The revised content will be posted in a prominent position on the official website and international site 30 days in advance. If customers continue to use the service after the publicity period, they will be deemed to have agreed to the new terms.
Quanzhou Sien Stone Co., Ltd.
Address: No. 88, Jiangbin South Road, Licheng District, Quanzhou City, Fujian Province, China; Tel: +86 139 0595 7036, Email: jiang@shienstonedesign.com.
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