Política de reembolso

1. Introduction

At HONGFENGSOURCING, a sourcing agent based in Huizhou, Guangdong, China, we want you to feel confident working with us. This Refund Policy explains when and how refunds are available for our services, and under what circumstances refunds are not available.

Our services fall into two categories:

• In-house services — Sourcing & Factory Matching, Supplier Verification, and Factory Visit & Pickup — performed directly by our team.
• Third-party coordinated services — QC Inspection, Translation, and Logistics Coordination — performed by vetted third-party professionals we recommend and coordinate. We manage scheduling, quality review, and issue resolution, but we do not perform these services ourselves.

Once a service has been performed, the associated work has value. However, we understand that not every engagement goes as planned. The terms below explain where we stand.

2. What Our Services Cover

2.1 In-House Services (Performed Directly by Our Team)

• Sourcing y selección de fábricas
• Verificación de proveedores
• Visita a fábrica y recogida

2.2 Third-Party Coordinated Services (Performed by Third Parties, Coordinated by Us)

• Inspección de calidad: Performed by our partner third-party inspection agencies. We handle scheduling, report follow-up, and discrepancy coordination.
• Traducción: Performed by our partner professional translators or translation companies. We handle requirements gathering, quality review, and delivery coordination.
• Coordinación logística: Performed by our partner freight forwarders. We handle price comparison, booking coordination, and document follow-up.

2.3 Third-Party Provider Selection and Fees

• You may choose to use our recommended third-party providers or specify your own.
• When using our recommended providers, we will disclose the provider’s name, qualifications, and pricing in writing before work begins, and obtain your written confirmation.
• Third-party fees may be paid directly by you to the provider, or collected and paid by us on your behalf (see Section 12: Client Fund Security).
• Our coordination fee is listed separately from third-party fees, so you always know exactly what you are paying for.

Service fees are confirmed in writing (email or WeChat) before any work begins and outlined in your signed service agreement. Fees are based on the service scope, not on the outcome of your business with the factory. For a quotation, please contact us.

3. Service Level Agreement (SLA) — Start-up Fee Refund

After you contact us and agree on the project start-up fee in writing, we commit to deliver an initial shortlist of 3–5 verified factories (with profiles and quotes where available) within 48 hours after that written agreement is confirmed.

If we fail to deliver this shortlist within the 48 hours, you are entitled to a full refund of the start-up fee, no questions asked.

This SLA applies to every sourcing engagement that begins with a confirmed project start-up fee.

4. Project Start-up Fee — Three Cases

1. SLA not met (no factory shortlist within 48 hours): Full refund of the start-up fee, no questions asked.
2. SLA met, project cancelled before work begins (no sourcing work started beyond the shortlist): Full refund of the start-up fee.
3. SLA met, sourcing work has begun (shortlisting, contacting suppliers, preparing quotes): The start-up fee is 100% credited against your project fee — you are prepaying, not paying extra. If you cancel at this stage, the start-up fee is not refundable in cash, but we will issue a credit equal to the full start-up fee, valid for 12 months, usable toward any future service.

5. Sourcing & Factory Matching (In-House)

• Our matching service includes up to 3 factory introductions (1–2 factories per introduction). If no suitable factory is found after 3 introductions, we will refund any unused project fee.
• Additional factory introductions beyond the agreed scope are quoted separately in writing before work begins.
• Service fees are based on the signed service agreement. If no order is placed with a factory we introduce, no project fee is charged for that introduction. If an order is cancelled after confirmation, the service fee already earned is not refunded.
• If you are not satisfied with our matching service, please notify us in writing within 5 business days of receiving each introduction. We will review your case based on the specific circumstances.

6. Supplier Verification & Factory Audits (In-House)

• Each factory audit includes 1 on-site visit + 1 written report (covering business license verification, production site confirmation, equipment capability assessment, and export history review).
• If the report contains omissions or errors, we will conduct one free follow-up investigation.
• If a factory we audited is proven to be a trading company posing as a factory (or other material misrepresentation), and we failed to identify this during our audit, we will fully refund the audit fee for that visit.
• If you are “not satisfied” with the audit result but the report contains no factual errors, no refund is issued. You may pay for a second audit if desired.
• The audit report reflects the factory’s condition on the day of the audit only. We are not responsible for subsequent changes in the factory’s operations, ownership, or quality standards.

7. QC Inspections (Third-Party Coordinated)

• QC inspections are performed by our partner third-party inspection agencies. We handle scheduling, report follow-up, and discrepancy coordination.
• The third-party agency’s qualifications, inspection standards, and pricing will be disclosed in writing and confirmed by you before the inspection.
• If the inspection report contains errors or omissions that we confirm (e.g., missing inspection items, incorrect data), we will coordinate with the third party to re-inspect at no additional cost.
• If the third party cannot re-inspect (e.g., goods already shipped), and the error materially affected your decision, we will discuss a partial refund of our coordination fee. The third-party inspection fee refund is subject to the agency’s own policy — we will assist you in filing a claim.
• The inspection report reflects the condition of the goods on the day of inspection only. We are not responsible for the factory replacing goods or substituting inferior products after inspection — however, we will recommend that you include corresponding breach clauses in your contract.
• If you suffer losses due to the third-party inspection agency’s negligence, we will assist you in claiming compensation from the third party, but we do not assume direct liability. Our liability is capped at the coordination fee for that inspection.
• You may specify your own inspection agency. In that case, we provide coordination services only and are not responsible for the agency’s service quality.

8. Translation Services (Third-Party Coordinated)

• Translation is performed by our partner professional translators or translation companies. We handle requirements gathering, terminology confirmation, quality review, and delivery coordination.
• The translator’s qualifications, field of expertise, and pricing will be disclosed in writing and confirmed by you before work begins.
• If the translation contains errors that we confirm (e.g., terminology errors, omissions, factual mistakes), we will coordinate with the third party to correct it free of charge.
• If the translation has been delivered but is unusable due to the third party’s error and cannot be corrected within your required timeframe, we will discuss a partial refund of our coordination fee. The translation fee refund is subject to the third party’s policy — we will assist you in filing a claim.
• Rework caused by errors in your source text, unclear terminology, or post-delivery revision requests is charged as an additional translation service.
• If you suffer losses due to the third-party translator’s negligence, we will assist you in claiming compensation from the third party, but we do not assume direct liability. Our liability is capped at the coordination fee for that translation.
• You may specify your own translator or translation company. In that case, we provide coordination services only and are not responsible for the provider’s service quality.

9. Logistics Coordination (Third-Party Coordinated)

• Logistics is performed by our partner freight forwarders. We handle price comparison, booking coordination, document follow-up, and issue resolution.
• The forwarder’s qualifications, quotes, and service terms will be disclosed in writing and confirmed by you before shipment.
• Logistics fees (freight, customs clearance, insurance, etc.) are charged directly by the forwarder, or collected and paid by us on your behalf (see Section 12).
• Our coordination fee is based on the complexity of the logistics order and is listed separately from freight charges.
• For delays, lost shipments, damage, or customs issues caused by the forwarder, we will assist you in claiming compensation from the forwarder, but we do not assume direct liability. Our liability is capped at the coordination fee for that shipment.
• For issues caused by incorrect documents provided by you, false declaration information, or failure to cooperate in a timely manner, we are not responsible, and the coordination fee already incurred is not refundable.
• For delays or additional costs caused by force majeure (e.g., port congestion, sudden customs policy changes, shipping line overbooking), these are borne by you. We will assist in handling the situation but do not assume liability.
• You may specify your own forwarder. In that case, we provide coordination services only and are not responsible for the forwarder’s service quality.

10. Factory Visit & Pickup (In-House)

• If you cancel a scheduled factory visit or pickup at least 48 hours in advance, you may reschedule at no extra cost or receive a refund of the visit-day package fee.
• Cancellations within 48 hours of the scheduled visit are not refundable, as arrangements (transport, interpreter, meals) will already have been committed.
• Shortened or cancelled visits due to client reasons (e.g., flight delays, last-minute itinerary changes) are not refundable for fees already incurred.
• Third-party costs involved in factory visits (e.g., interpreter fees, meals, transportation) are settled based on actual expenses, with any overcharge refunded and undercharge collected.

11. Client Obligations

By using our services, you agree to:

• Provide true, accurate, and complete information about your product requirements and company.
• Cooperate promptly with our reasonable requests (document provision, feedback confirmation, scheduling) so that work can proceed.
• Honor the signed service agreement: within 3 months after we introduce a factory to you under that agreement, please work with the factory through HONGFENGSOURCING rather than contacting it on your own.
  • Adding the factory’s staff on WeChat, WhatsApp, or other personal contact channels behind our back;
  • Calling, emailing, or visiting the factory directly;
  • Exchanging business cards or contact details with the factory at trade fairs, exhibitions, or other events;
  • Asking a third party to pass messages or arrange contact with the factory on your behalf;
  • Discussing samples, prices, or orders outside our cooperation;
  • Placing an order with the factory without HONGFENGSOURCING’s involvement.

  If you contact the factory directly or place an order outside our cooperation during this period, you will no longer be covered by HONGFENGSOURCING’s service terms. HONGFENGSOURCING will not be responsible for any product quality, shipping, delivery, pricing, or after-sales issues caused by such direct contact, and we will not compensate for any losses arising from such contact.

• Not request work under false pretenses or abuse this Refund Policy.
• Truthfully disclose whether you have already established contact with a factory we introduce.
• Confirm third-party providers yourself: the third-party providers we recommend (QC, translation, logistics) will not begin work until you have confirmed them in writing. You have the right to decline and choose your own.

12. Client Fund Security

• When we collect and pay funds on your behalf (for goods payments or third-party fees), the funds are held in our corporate bank account and used solely for factory payments, third-party fees, and our service fees for that specific order.
• We do not misappropriate client funds. Every disbursement is supported by factory receipts, invoices, or bank transfer records available for your review.
• Third-party fees collected and paid on your behalf (QC fees, translation fees, freight, etc.) are settled at the actual amount charged by the third party. We do not add markup or earn price differences on these fees.
• After an order is completed, any remaining balance will be refunded to your original payment account within 7 business days.
• If a factory or third-party provider goes bankrupt, absconds, or fails to deliver, we will assist you in recovering unused funds, but we do not assume liability for the factory’s or third party’s breach. Our responsibility is limited to promptly freezing unpaid amounts and assisting in legal recourse.
• You have the right to request a detailed breakdown of fund usage at any time.

13. Final Decision Authority and Liability Boundaries

• We provide factory recommendations, quote comparisons, risk assessments, and on-site supervision, but the final decision — which factory to use, whether to place an order, what price and terms to accept — is yours alone.
• Product quality, production lead times, price changes, and after-sales service are the factory’s responsibility. Our role is to verify, coordinate, and supervise. We do not guarantee the factory’s performance or business results.
• The service quality of third-party providers (QC, translation, logistics) is the responsibility of the third party. Our role is to recommend, coordinate, and supervise. We do not guarantee the third party’s service outcomes.
• We do not assume direct liability for factory bankruptcy, abscondment, quality accidents, or delivery delays, but we will make reasonable efforts to assist you in protecting your rights and minimizing losses.
• We do not assume direct liability for third-party provider negligence, but we will make reasonable efforts to assist you in filing claims against the third party.
• Factory and third-party information we provide is based on conditions at the time of audit and does not constitute a guarantee of future performance.

14. Client Response Time Requirements

• For key matters requiring your confirmation (including but not limited to sample confirmation, production detail confirmation, shipping arrangements, document signing, and third-party provider confirmation), you must respond within 48 hours.
• We are not responsible for production delays, factory price increases, raw material cost rises, missed third-party scheduling slots, or order cancellations caused by your delayed response. Service fees already incurred are not refundable.
• If you are unreachable for 7 consecutive business days, we reserve the right to suspend the project and retain service fees already collected. When the project resumes, scheduling must be reconfirmed.

15. Confidentiality

• We strictly maintain the confidentiality of your product designs, specifications, target prices, supplier information, and business plans, and do not disclose them to third parties without your written consent.
• You also agree to maintain the confidentiality of our factory list, pricing details, service processes, audit reports, and third-party partnership information, and not to disclose them to competitors or other sourcing agents.
• Confidentiality obligations continue for 2 years after the service ends.
• The party breaching confidentiality shall compensate the other party for direct losses resulting from the breach.

16. When Refunds Are Not Available

Refunds are not available in the following situations:

• In-house services completed and delivered: audit reports, factory matching, visit services, etc., that have been completed and delivered.
• Third-party services already performed: QC inspection completed, translation delivered, logistics shipped. Third-party fees are subject to the third party’s policy; our coordination fee is not refundable.
• Business decisions: project termination due to your own business decisions (e.g., deciding not to place an order, changing product design, finding another supplier, market changes).
• Factory performance issues: production delays, quality problems, price changes, or delivery disputes are the factory’s responsibility. We do not assume the factory’s breach liability.
• Third-party provider performance issues: QC, translation, and logistics service quality is the responsibility of the third party. We assist in claims but do not assume direct liability.
• Third-party fees: fees paid directly to third parties (freight forwarders, testing laboratories, translation companies) are not refundable through us. Contact those providers directly for their refund policies.
• Force majeure: events beyond our reasonable control, including but not limited to natural disasters, government actions, pandemics, supply chain disruptions, war, or sudden trade policy changes.
• Breach of Section 11 (Client Obligations): bypassing introduced factories, providing false information, abusing the refund policy, etc.
• Failure to cooperate in a timely manner: service delays or cancellations caused by your failure to respond within 48 hours.

17. Limitation of Liability

To the fullest extent permitted by law:

• Our total liability for any claim arising from in-house services shall not exceed the fees you paid for that specific service.
• Our total liability for any claim arising from third-party coordinated services shall not exceed the coordination fee we charged for that service, excluding third-party fees.
• We shall not be liable for any indirect, incidental, special, or consequential damages, including but not limited to lost profits, lost business opportunities, or reputational harm.
• The factory and third-party providers are each responsible for their own liabilities. We do not assume joint liability.

18. How to Request a Refund

To request a refund, please contact us at service@hongfengsourcing.com with the following information:

• Your name and company name
• The service or fee in question (please specify whether it is an in-house service or a third-party coordinated service)
• The reason for the refund request
• Any supporting documentation (photos, reports, correspondence)

We will acknowledge your request within 2 business days and provide a decision within 7 business days after receiving all necessary information.

For refunds involving third-party fees, we will forward the request to the third party within 3 business days and follow up on their processing progress, keeping you informed of updates.

19. Refund Processing

• Approved in-house service fee refunds are processed within 7–14 business days from the date of approval.
• Third-party fee refunds are processed according to the third party’s refund policy. We will assist in following up.
• Refunds are issued via the same payment method used for the original payment, unless otherwise agreed in writing.
• For bank transfer payments, refunds are sent back to the originating bank account.
• Currency conversion fees, if applicable, are the responsibility of the client.

20. Payment Methods Accepted

We accept the following payment methods for service fees:

• PayPal
• Bank T/T (Telegraphic Transfer)
• WeChat Pay
• Alipay
• WorldFirst

Service payments are settled through HONGFENGSOURCING’s designated corporate bank account (corporate account only). Our service fee is invoiced separately, so you always know exactly what you are paying and why.

Third-party fees may be paid directly by you to the third party, or collected and paid by us on your behalf (see Section 12: Client Fund Security).

All service fees are quoted in US Dollars (USD) unless otherwise specified.

21. Dispute Resolution

Any dispute arising from this Refund Policy or our services shall first be resolved through good-faith negotiation. If the dispute cannot be resolved within thirty (30) days, either party may submit the dispute to the competent people’s court located in Huizhou, Guangdong, China, which shall have exclusive jurisdiction.

This Refund Policy is governed by the laws of the People’s Republic of China.

22. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or for legal or regulatory reasons. When we make changes, we will update the “Last updated” date at the top of this page. We encourage you to review this page periodically.