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Refund and Returns Policy

Effective Date: 23 Feb 2026
Company Name: The Charcoal Factory
Manufacturing Location: China
Website: thecharcoalfactory.com
Email: Info@thecharcoalfactory.com

1. Overview

This Return & Refund Policy applies to all wholesale and bulk charcoal orders supplied by The Charcoal Factory.

As a manufacturer and international exporter of bulk charcoal products, all sales are conducted on a B2B basis. Due to the nature of bulk production and international shipping, returns are strictly limited as outlined below.

2. Eligibility for Returns

Returns are only considered under the following conditions:

  • The product materially differs from the specifications agreed in the confirmed Proforma Invoice (PI) or Sales Agreement.
  • The claim is supported by verifiable evidence.
  • The claim is submitted within the required time frame.

We do not accept returns based on resale performance, market conditions, or minor variations within agreed tolerance levels.

3. Non-Returnable Situations

Returns will not be accepted in the following cases:

  • Change of mind after production or shipment
  • Incorrect order placed by the Buyer
  • Delays caused by shipping carriers
  • Damage occurring after risk transfer under agreed Incoterms
  • Improper storage or handling by the Buyer

Bulk charcoal products are considered non-returnable once shipped unless proven defective according to Section 2.

4. Inspection & Claim Procedure

To submit a claim, the Buyer must:

  1. Notify us in writing within 7 days of goods arrival.
  2. Provide clear photos and videos of the issue.
  3. Provide third-party inspection report (if required).

Failure to notify within this timeframe will result in automatic acceptance of the goods.

We reserve the right to request independent inspection at the Buyer’s expense.

5. Refund Conditions

If a claim is verified and approved:

  • Compensation may be provided in the form of:
    • Partial refund
    • Replacement shipment (in next order)
    • Credit toward future purchase

Refunds are strictly limited to the invoice value of the affected goods only.

Shipping costs, customs duties, and related charges are non-refundable unless otherwise agreed in writing.

6. Return Shipping

If a physical return is approved:

  • Return shipping costs are the responsibility of the Buyer unless otherwise agreed.
  • Goods must be returned in original packaging and condition.
  • Unauthorized returns will not be accepted.

In most international bulk transactions, financial compensation is preferred over physical return due to logistics costs.

7. Quality Assurance Commitment

All products manufactured in China by The Charcoal Factory undergo internal quality checks including:

  • Moisture testing
  • Ash content analysis
  • Burn performance evaluation
  • Size grading verification

Our goal is to minimize disputes through strict quality control before shipment.

8. Limitation of Liability

Under no circumstances shall The Charcoal Factory be liable for:

  • Indirect or consequential losses
  • Loss of profits
  • Market or resale losses
  • Business interruption

Maximum liability shall not exceed the total invoice value of the affected shipment.

9. Contact for Claims

All return or refund requests must be submitted to:

The Charcoal Factory
Email: Info@thecharcoalfactory.com
Website: thecharcoalfactory.com

Please include your:

  • Company Name
  • Invoice Number
  • Product Details
  • Description of Issue
  • Supporting Documentation