Return & Refund Policy
Last Updated: June 2026 Effective Date: June 1, 2026
This Return & Refund Policy governs all after-sales matters for OEM/ODM skincare manufacturing orders placed with Dongguan Flavor Sources Technology Co., Ltd. (“Flavor Sources”, “we”, “us”). It applies to sample orders, bulk production orders, and all B2B transactions between Flavor Sources and our international clients.
This is a business-to-business (B2B) policy. Flavor Sources manufactures custom-made cosmetic products to client specifications. As such, our return and refund terms differ from standard consumer retail policies.
For after-sales support, contact us at: sales@flavorsources.com or submit a request via our After-Sales Service page.
1. General Principles
Flavor Sources is committed to delivering products that meet the agreed formula specifications, quality standards, and packaging requirements confirmed at the time of order. Every bulk shipment is accompanied by a Certificate of Analysis (COA) and undergoes pre-shipment quality inspection.
We take all quality concerns seriously. Our after-sales process is designed to be fair, transparent, and efficient for both parties.
Key principles:
- All quality claims must be submitted in writing with supporting evidence
- Claims must be submitted within the inspection period defined in this policy
- Resolution options depend on investigation findings and the nature of the issue
- Custom-manufactured products cannot be returned simply due to change of mind or market conditions
2. Inspection Period — Your Responsibility Upon Receipt
Upon receiving your shipment, you must:
- Inspect all goods within 14 calendar days of the delivery date
- Check quantities against the Packing List and Commercial Invoice
- Check for visible product defects, packaging damage, or labeling errors
- Check batch codes and expiry dates are correctly printed
- Retain all original outer cartons and inner packaging until inspection is complete
If you identify any issue, you must notify Flavor Sources in writing within 14 calendar days of receipt. Claims submitted after this period may not be accepted, as it becomes difficult to determine whether issues arose during manufacturing, transit, or storage.
3. Sample Order Policy
3.1 Sample Costs
Sample fees are charged at cost and are non-refundable once production has commenced. This applies regardless of whether you proceed to bulk order.
However: Sample costs are fully credited toward your first bulk order of 500 pieces or more per SKU. The credit is applied automatically to your Proforma Invoice when you confirm your bulk order.
3.2 Sample Quality Issues
If your sample does not match your approved brief or agreed formula direction, you are entitled to unlimited revisions at no additional charge. Each revision round typically takes 5–10 working days.
To request a sample revision:
- Complete your evaluation using our Feedback form
- Provide specific, written feedback on what needs to change (texture, scent, color, performance, pH, etc.)
- Our R&D team will revise and dispatch a new sample within 5–10 working days
We do not proceed to bulk production until you formally approve the final sample in writing.
3.3 Sample Shipping Damage
If your sample arrives damaged due to courier mishandling, contact us within 3 calendar days of receipt with photos. We will arrange a replacement sample at no charge if courier damage is confirmed.
4. Bulk Order Quality Claims
4.1 Eligible Reasons for a Quality Claim
The following constitute valid grounds for submitting a quality claim against a bulk order:
| Issue Type | Description |
|---|---|
| Formula deviation | Product specification (pH, viscosity, texture, scent) measurably differs from approved sample or COA |
| Microbiological failure | Product fails microbiological safety standards per COA or independent testing |
| Wrong product shipped | SKU or formula delivered does not match your Purchase Order |
| Short shipment | Quantity delivered is less than invoiced quantity, confirmed by packing list review |
| Packaging defect | Container, closure, label, or printing defect that renders product unsaleable |
| Label / artwork error | Label content, color, or placement differs materially from approved artwork |
| Batch code / date error | Incorrect or illegible batch code, manufacturing date, or expiry date |
| Leakage or breakage | Product leakage or structural failure not caused by transit damage |
4.2 Not Eligible for Return or Refund
The following situations do not qualify for return, refund, or replacement:
- Change of mind after production is complete
- Changes in your target market, regulations, or business direction
- Dissatisfaction with a formula that was approved during the sample stage
- Client errors in artwork files, brief specifications, or order details provided to Flavor Sources
- Product damage caused by improper storage, handling, or use after delivery
- Minor cosmetic variations within industry-standard tolerances (e.g., slight shade variation in a naturally-derived ingredient)
- Claims submitted after the 14-day inspection period without documented justification
5. How to Submit a Quality Claim
Follow these steps to submit a claim:
Step 1 — Gather Evidence
Collect the following before submitting:
- Clear photos of the issue (close-up of defect, label, batch code)
- Photos of outer carton and inner packaging condition
- Photos of multiple affected units (not just one)
- Your Purchase Order (PO) number and batch/lot number
- Quantity of affected units vs. total quantity received
- Independent lab test report (if available and applicable)
Step 2 — Submit Your Claim
Submit via our After-Sales Service page or email service@flavorsources.com with subject line:
Quality Claim — [Your Company Name] — PO [Number] — [Brief Issue Description]
Step 3 — Investigation
Our quality team will acknowledge your claim within 2 business days. Investigation typically takes 5–10 business days depending on the nature of the issue. We may request:
- Additional photos or video
- Return of a sample quantity for laboratory testing
- Independent third-party test results
Step 4 — Resolution
Once investigation is complete, we will propose a resolution based on findings. See Section 6 for resolution options.
6. Resolution & Compensation
6.1 Resolution Options
Depending on investigation outcome and the severity of the issue, Flavor Sources offers the following resolutions:
| Resolution Type | When Applied |
|---|---|
| Replacement batch | Confirmed manufacturing defect affecting the full batch |
| Partial replacement | Confirmed defect affecting a portion of the batch |
| Credit note | Applied to your next order; preferred for minor or partial issues |
| Partial refund | Issued for confirmed defects where replacement is not feasible |
| Full refund | Reserved for confirmed critical defects where full batch is unusable and replacement is not practical |
| Re-shipment of missing goods | For confirmed short shipments |
| Label / artwork reprint and re-labeling | For label errors not affecting the product itself |
Flavor Sources will not process returns or refunds for issues that fall outside the eligible reasons listed in Section 4.1, or for claims submitted without sufficient supporting evidence.
6.2 Compensation for Confirmed Critical Defects
In cases where a confirmed critical defect (e.g., microbiological failure, wrong formula, major packaging failure) results in significant loss, Flavor Sources will:
- Replace the affected batch at no charge, including production and standard shipping costs
- Expedite replacement production as a priority order
- Provide a revised COA for the replacement batch before dispatch
- Issue a credit note for any additional costs directly incurred by the defect (e.g., re-labeling at destination), subject to documented evidence of costs
Maximum liability: Our total liability for any single claim shall not exceed the invoice value of the affected batch. Flavor Sources is not liable for consequential losses including lost sales, market opportunity costs, third-party fines, or regulatory penalties.
6.3 Refund Processing
Approved refunds are processed via T/T bank transfer to your original payment account within 10–15 business days of final resolution agreement. Refunds are issued in USD unless otherwise agreed.
Flavor Sources does not issue refunds to PayPal or third-party payment platforms for bulk order amounts.
7. Return Shipping Procedure
7.1 Return Authorization Required
Do not return goods without first receiving a written Return Merchandise Authorization (RMA) from Flavor Sources.
Unauthorized returns will not be accepted and cannot be processed.
To obtain RMA authorization:
- Submit your claim via the process in Section 5
- Wait for investigation to be completed
- If return is required, we will issue an RMA number and provide return shipping instructions
7.2 Return Shipping Costs
| Situation | Who Pays Return Shipping |
|---|---|
| Confirmed manufacturing defect (Flavor Sources at fault) | Flavor Sources covers reasonable return shipping cost |
| Client error or non-eligible reason | Client bears return shipping cost |
| Shipping damage (carrier at fault) | Claim filed against carrier insurance |
| Shared responsibility (partial fault) | Cost sharing agreed case by case |
7.3 Return Shipping Address
Once RMA is issued, goods should be returned to:
Dongguan Flavor Sources Technology Co., Ltd.
Building 6, No.19 Jinfengchang Rd, Houjie Town Dongguan,
Guangdong Province, 523947, China
Attn: After-Sales Quality Department Tel: +86 130 4684 2353
Mark the outer carton clearly: “RETURNED GOODS — RMA [Number] — NO COMMERCIAL VALUE”
8. Products Excluded from Returns
The following product types cannot be returned under any circumstances:
- Products that have been opened, used, filled into secondary packaging, or relabeled by the client
- Products where the batch code or manufacturing seal has been removed or altered
- Products stored incorrectly (outside recommended temperature or humidity range) after delivery
- Products that have been mixed with goods from other suppliers
- Expired products where the expiry date was known at time of receipt
9. Force Majeure
Flavor Sources shall not be liable for delays, failures, or quality issues directly caused by events beyond our reasonable control,
including but not limited to: natural disasters, pandemic restrictions, government trade orders, critical raw material supply chain disruptions, or carrier force majeure events.
In such cases, we will notify affected clients promptly and work cooperatively to find an appropriate solution.
10. Dispute Resolution
We strongly prefer to resolve all after-sales issues through direct, good-faith communication. If you are dissatisfied with our proposed resolution:
- Step 1: Request escalation to our Senior Account Manager in writing
- Step 2: If unresolved within 14 business days, escalation to management level
- Step 3: If still unresolved, disputes shall be referred to CIETAC (China International Economic and Trade Arbitration Commission) arbitration in Guangzhou, under the laws of the People’s Republic of China
11. Frequently Asked Questions — Returns & Refunds
Q: Can I return bulk order goods if I change my mind after production?
No. All products are custom-manufactured to your specifications.
Once production is confirmed and commenced with your deposit, we cannot accept returns based on change of mind,
market changes, or business decisions made after order confirmation.
Q: What if I receive fewer products than I ordered?
Submit a short shipment claim within 14 days of receipt with your packing list and photos of the shipment.
Verified short shipments are resolved by re-shipment of the missing quantity at no additional charge.
Q: How long does it take to resolve a quality claim?
We acknowledge all claims within 2 business days.
Simple cases (e.g., confirmed short shipment) are typically resolved within 5–7 business days.
Complex cases requiring laboratory testing or investigation may take 10–20 business days.
Q: Will I get a full refund if there is a quality problem?
Resolution depends on the investigation findings and severity.
Most cases are resolved through replacement or credit note rather than refund,
as this is faster and more practical for both parties. Full refunds are reserved for critical cases where replacement is not feasible.
Q: What evidence do I need to submit a quality claim?
You need: clear photos of the defect, photos showing quantity affected,
your PO number, batch number, and a written description of the issue.
Independent lab test reports strengthen your claim significantly for formula or safety-related issues.
Q: Are sample costs refundable?
Sample costs are non-refundable once production begins.
However, sample fees are credited toward your first bulk order of 500+ pieces per SKU.
If a sample fails to meet your brief after multiple revisions, contact us to discuss options.
Q: I found a problem but it’s been more than 14 days. What should I do?
Contact us anyway at service@flavorsources.com and explain the circumstances.
While we cannot guarantee acceptance of late claims, we review each situation on its merits,
particularly where there is documented evidence that the defect could not reasonably have been discovered earlier.
Q: Can I dispute a resolution I don’t agree with?
Yes. You may request escalation in writing to our senior management team.
If direct resolution fails after good-faith negotiation, CIETAC arbitration is available as described in Section 10.
Need After-Sales Support?
Our dedicated after-sales team is here to help resolve any issues with your order quickly and fairly.
📧 Email: aftersales@flavorsources.com
💬 WhatsApp: +86 130 4684 2353
📋 Submit an After-Sales Service Request
💬 Leave Feedback
📋 Get a Quote for Your Next Order
Related Policies:
- Shipping Policy — delivery methods, lead times, export documentation
- Payment Terms — deposit structure, accepted payment methods
- Sample Order Policy — sample costs, revision process, lead times
- Terms of Service — full terms governing all orders
Flavor Sources — Dongguan Flavor Sources Technology Co., Ltd.
Building 6, No.19 Jinfengchang Rd, Houjie Town, Dongguan, Guangdong 523947, China
This policy was last reviewed and updated in June 2026.