Return & Refund Policy
Return & Refund Policy
At EmeraldCrestCo, customer satisfaction is one of our highest priorities. We are committed to supplying export-quality products that meet agreed specifications. This policy explains the conditions under which returns, claims, replacements, or refunds may be considered for international buyers.
Policy Overview
EmeraldCrestCo manufactures and exports Sanitary Fittings, Dental Instruments, and Himalayan Pink Salt Products for customers worldwide. Because most of our products are manufactured or packed according to buyer requirements and shipped internationally, returns are handled differently from standard retail purchases. Every return request is reviewed individually to ensure fairness for both parties while maintaining international trade standards.
Important Notice
Customers are strongly encouraged to inspect their shipment immediately upon arrival. Any issue related to damage, shortages, incorrect products, or manufacturing defects should be reported to EmeraldCrestCo within the specified claim period together with supporting photographs and documentation.
01
Eligibility for Returns
Return requests may be accepted only if products arrive damaged, defective, incorrectly supplied, or substantially different from the specifications agreed upon in the confirmed order. Every request is reviewed individually before approval.
02
Claim Period
Buyers must notify EmeraldCrestCo within seven (7) calendar days of receiving the shipment. Claims submitted after this period may not be eligible for replacement or refund consideration.
03
Supporting Evidence
Every claim must include clear photographs, videos where applicable, packaging images, shipping labels, and a detailed explanation describing the reported issue. Additional documents may be requested during our investigation.
04
Non-Returnable Products
Customized products, private label items, OEM products, made-to-order goods, and products manufactured according to customer specifications cannot normally be returned unless a verified manufacturing defect exists.
05
Damaged Shipments
If goods arrive visibly damaged during transportation, customers should immediately notify both the shipping carrier and EmeraldCrestCo. Packaging should be retained until the claim has been fully investigated.
06
Incorrect Products
If products delivered differ from the confirmed order, EmeraldCrestCo will investigate the matter and, where appropriate, arrange replacement products or another mutually agreed solution.
07
Inspection Process
All reported issues are carefully reviewed by our quality control team. Additional inspection reports or independent verification may be requested before approving any replacement or refund.
08
Replacement Policy
When a claim is approved, EmeraldCrestCo may provide replacement goods, replacement parts, repair support, or another commercially reasonable solution depending on the nature of the issue and mutual agreement with the buyer.
Shipping Responsibility
Unless otherwise agreed in writing, return shipping costs, customs duties, import taxes, storage charges, and other logistics expenses are determined according to the applicable Incoterms and the original sales agreement between EmeraldCrestCo and the buyer.
Refund Information
09
Refund Eligibility
Refunds are only considered after EmeraldCrestCo has completed its investigation and confirmed that the reported issue falls within this Return & Refund Policy. Approved refunds may be processed in full or in part depending on the nature of the claim.
10
Refund Processing
Once approved, refunds will normally be processed using the original payment method unless another arrangement has been mutually agreed upon. Processing times may vary depending on banking procedures and international payment channels.
11
Order Cancellation
Orders may only be cancelled before production has commenced. Once manufacturing, customization, or export documentation has begun, cancellation requests may not be accepted or may incur applicable production costs.
12
International Orders
International shipments involve customs procedures, freight carriers, and destination-country regulations. EmeraldCrestCo cannot accept responsibility for delays, import restrictions, customs inspections, or taxes imposed by local authorities.
13
Limitation of Liability
EmeraldCrestCo shall not be responsible for indirect, incidental, or consequential losses resulting from delayed shipments, customs clearance, transportation issues, or circumstances beyond our reasonable control.
14
Policy Updates
EmeraldCrestCo reserves the right to update or revise this Return & Refund Policy at any time. The latest version published on our website shall always apply to future transactions.
Need Assistance?
If you have any questions regarding your shipment, return request, refund status, or product quality concerns, our support team is always available to assist you. Please contact us through our official Contact page or business email with complete order details.
Your Satisfaction is Our Priority
EmeraldCrestCo is committed to providing reliable products, transparent communication, and professional after-sales support. We value long-term business relationships and always strive to resolve customer concerns fairly and efficiently.
Contact Our Support Team