Return, Exchange, and Refund Policy

1. Policy Overview

Xunfeide specializes in various types of sheet metal, profiles, pipes, stainless steel, galvanized steel and other bulk industrial steel products. With a wide range of product specifications and strong customization properties, the steel cannot be resold after cutting, opening, and processing. At the same time, cross-border steel logistics, customs clearance, and transportation costs are high. Based on the characteristics of steel categories, irreversible processing properties, and cross-border trade cost rules, except for the responsibility scenarios explicitly listed in this policy, no unconditional returns or exchanges are supported; Steel that has been processed, cut, cut, rust removed, sprayed and modified will not be returned or exchanged.

2. Situations where returns, exchanges, replacements, and refunds can be processed

We can submit an after-sales application within 7 working days after signing for the following issues that are our responsibility:

1. There are quality defects in the steel at the factory, such as cracks on the surface of the board, inadequate wall thickness, inconsistency between the material and the quality assurance certificate, rusting before leaving the factory, and serious dimensional tolerance exceeding the standard;
2. The specifications, materials, thickness, length, and purchase quantity of the received steel are inconsistent with the agreement in the order contract;
3. During cross-border/land transportation, if the steel is deformed or damaged due to squeezing or falling, complete photos of the unpacking, steel batch number, and logistics damage to the outer packaging must be provided;
4. Our internal order processing error resulted in the wrong steel model, material, size, and thickness being sent.

3. Non refundable and non exchangeable situations

If any of the following conditions are met, returns or exchanges will not be accepted, returned goods will not be rejected, and refunds will not be processed:

1. The steel has been cut, flattened, longitudinally cut, cut, bent, welded, sprayed, galvanized for secondary processing, or has been put into use on construction sites or in workshops;
2. Customized processing of steel and OEM special specification profiles/pipes based on customer drawings, dimensions, and thickness requirements;
3. Discounts, clearance of leftover materials, discounted handling of inventory steel (only original quality defects at the factory can be repaired, customer demand changes cannot be returned or exchanged);
4. Customer's own reasons such as selection errors, deviation in procurement estimates, cancellation of project shutdowns, and changes in drawings;
5. Exceeding the 7-day after-sales feedback deadline for signing and submitting quality objections on time;
6. The customer's warehouse storage is improper, resulting in outdoor storage that has been exposed to rain, moisture, bumps, rust, and human caused deformation and damage.

4. Standard handling process for quality issues

1. Feedback time limit: Within 7 working days from the customer's receipt of the goods, after-sales service will be initiated. Any delay will be considered as a storage or user error and will no longer be accepted;
2. Submit materials: Send an email to trade@xunfeide.cn Or submit through the "Contact Us" page on the official website, with the order number, steel furnace batch number/warranty number marked in the email, accompanied by photos of damage or quality defects, logistics damage proof, and problem description;
3. Audit and disposal: After the after-sales team completes the data verification within 1-2 working days and confirms that it is our responsibility, we can choose one of two options: free replacement of corresponding qualified steel, or full refund of the corresponding amount for defective goods; Only a small amount of steel has defects, only the problematic parts are being dealt with, and the entire order of intact steel does not support return.

5. Refund method and delivery time

1. Refunds will be returned to the original payment account, and cross-border orders can be refunded through PayPal and WinToPay channels;
2. Timeframe: After we confirm the refund plan, 5– Initiate refund operation within 10 working days; The actual arrival time is affected by the processing speed of payment institutions and cross-border clearing banks;
3. Additional explanation: Full refund for undelivered orders; Orders that have incurred steel mill binding, processing, customs clearance, and logistics costs, if cancelled unilaterally by the customer, will be refunded after deducting the actual losses incurred.

6. Special instructions for cross-border steel return

Steel belongs to large and heavy goods, with extremely high cross-border physical return costs, complex customs clearance processes, and long transportation cycles. Returned steel is prone to further rusting and deformation during the return journey, making it impossible to resell.

After verification, it was confirmed that the issue was caused by our wrong shipment, factory quality defects, and transportation damage. We will adopt a unified online photo evidence+refund/resend plan, which eliminates the need for customers to send steel back across the border, saving both parties high international shipping costs, port delays, customs clearance losses, and communication and delivery cycles.

7. Order cancellation rules

1. Cancel before shipment: If the order has not been scheduled for production, processing, loading, customs clearance, or outbound, a full cancellation can be applied for without additional charges, and the full amount of the payment will be refunded;
2. Orders already shipped: After the steel is loaded and cleared for customs, the order cannot be cancelled directly. All orders will be processed according to the return and exchange policy mentioned above; If the customer unilaterally refuses international freight packages, the round-trip logistics fees, demurrage fees, and storage and destruction fees shall be fully borne by the customer.

8. After sales docking channels

All returns, quality objections, refund progress, reshipment coordination and other business shall be handled through a unified contact channel:

After sales dedicated email: trade@xunfeide.cn

Online consultation entrance: Official website "Contact Us" online customer service

Kind reminder: After receiving the goods, please keep the logistics documents, steel quality assurance certificate, and furnace batch number label properly for quick verification and processing after after-sales service.