Refund & Returns Policy

Ceramic products travel a long way to reach you, so our approach is simple: prevent problems before shipment, and resolve them quickly if anything is wrong after delivery. This page explains exactly how that works.

Please note: this policy applies to B2B OEM/ODM wholesale orders and is governed by your sales contract (Proforma Invoice) and the confirmed sample. It is not a consumer returns policy.

Our Promise: Quality Before Shipment

The best claim is the one you never need to make. All produced items are inspected by our quality control department before they are shipped out. Our QC team checks every phase of production – molding, firing, glazing, painting, decal application and packaging – and bulk production follows the sample confirmed by both parties.

Third-party inspection is welcome. You may appoint any inspection agency to check goods at our facility before shipment, and we will coordinate the visit. We encourage this for first orders: it is the strongest protection for both sides.

Custom OEM Orders & Returns

Because our products are made to each buyer’s specification – custom shapes, colors, decals, logos and packaging – custom OEM orders cannot be returned or resold. For this reason we invest heavily in sample confirmation and pre-shipment inspection rather than post-delivery returns.

The exception is a verified manufacturing defect: if goods deviate from the confirmed sample or carry production faults, we stand behind them as described below. Orders of stock, off-the-shelf items are reviewed case by case – contact us and we will find a fair solution.

Defect & Damage Claims: How It Works

Report within 30 days of delivery. Email our after-sales team within 30 days of receiving the goods, with photos or short video showing the defect or damage and the affected quantity.
We review the evidence. We assess the claim against the confirmed sample, production records and pre-shipment inspection results, and respond within 2 working days of receiving complete evidence.
We agree on a resolution. Verified manufacturing defects are resolved by free replacement pieces included in your next shipment or a credit against a future order – whichever you prefer. Where a batch is seriously affected, other remedies can be discussed in line with the sales contract.

Shipping damage (breakage caused in transit) is handled according to the Incoterm agreed in your Proforma Invoice – for example, under FOB Xiamen, transit risk passes to the buyer once goods are loaded, so in-transit breakage is addressed through your cargo insurance, and we will fully support your claim with loading records, packing photos and documentation.

Sample Fees

Sample and tooling fees paid before an order are not lost: when your order reaches the agreed amount, sample fees are deducted from the total order cost – in other words, tooling becomes free of charge. Free samples for evaluation are available on request and delivered by express courier.

Contact for After-Sales

Our after-sales team is available before and after your order, and we reply to every message within 24 hours.

Email: jeremy@zenithceramic.com
Phone / WhatsApp / WeChat: +86 186 7694 9245
Address: No. 98 Juren Road, Dehua County, Quanzhou, Fujian, China