Return & Refund Policy

Last updated: 7 November 2026 · Applies to all orders placed on sinocoming.com

Short version: 14 days to return an unopened sample pack. If a pack arrives damaged or does not match the stated specification, we replace it or refund it in full, including freight. Bulk claims are handled against the pre-shipment sample and the COA.

1. Sample packs — 14-day return window

You may return an unopened sample pack within 14 days of delivery for a refund of the goods price.
Return freight is paid by the buyer unless the return is due to our error, damage in transit, or a specification mismatch.
Opened packs cannot be returned for change of mind, for food-safety reasons. They are, however, covered by the quality guarantee in section 2.
Refunds are issued to the original payment method within 5 working days of the returned goods being received.

2. Quality guarantee

If a pack does not match the specification published on its product page, or the certificate of analysis supplied with it, we replace it or refund it in full including freight. This applies whether the pack is opened or not. Claims are accepted within 30 days of delivery and require a photograph of the lot label and, where relevant, the goods.

3. Damage in transit

Report damage within 7 days of delivery with photographs of the outer carton, inner packing and lot label. Verified transit damage is replaced at our cost, or refunded in full including freight. We do not require you to return damaged food goods.

4. Bulk orders

Bulk quality is judged against the pre-shipment sample retained by both parties and the lot COA.
Claims for quality deviation must be raised within 15 days of arrival at the destination port, before the goods are processed or repacked.
Verified deviations are settled by price adjustment, replacement of the affected quantity, or return of the affected quantity at our cost — agreed case by case.
Third-party inspection (SGS, BV, Intertek) can be arranged before shipment at the buyer's request and cost.

5. Cancellation

Sample pack orders can be cancelled any time before dispatch for a full refund. Bulk orders can be cancelled before production starts; after raw material has been committed, cancellation is subject to the cost already incurred.

6. How to start a return or claim

Send your order number, the lot number from the pack label, photographs where relevant, and a one-line description of the issue through sinocoming.com/inquire. We acknowledge within one working day and give a decision within three.

7. Contact

Returns and claims: sinocoming.com/inquire.