After-sales service coverage and refund policy

1.1 This after-sales service policy applies to all flexibly customized products ordered through this platform (Yizhou POD) and produced and shipped by the platform.

1.2 After-sales service coverage applies to quality issues caused by the platform’s production process, as well as wrong, missing or incomplete items caused by warehousing, picking or shipping. Damage or loss in transit is handled according to the carrier’s responsibility, and we will assist with claims against the courier (see section 3.9 and section 6.2 of the Platform logistics and delivery policy). Product defects caused by improper use by end consumers or by issues with the design artwork itself are not covered.

1.3 For orders shipped directly by the platform to end consumers through the “cloud warehouse dropshipping” model, the participating merchant (you) must submit after-sales service requests to the platform. We do not handle requests directly with end consumers.

The following situations are recognized by the platform as production quality issues and are eligible for after-sales service requests:

2.1 Visible white spots: White spots on the product surface that are visible to the naked eye and affect its appearance or saleability. These are usually caused by dust from the production environment or stains on the transfer film adhering to the finished product during transfer.

2.2 Ink stains: Visible ink stains or patches of color on the product surface. These are usually caused by clogged printer nozzles, which cause ink droplets to splatter abnormally onto the transfer film.

2.3 Bubbles / watermarks: Visible bubble-like bumps or waterdrop-shaped marks on the product surface. These are usually caused by dampness or localized contamination of the transfer film, leaving residual material during dye-sublimation transfer.

2.4 Design bleeding: Bleeding in the printed design, such as blurred edges or spreading colors. This is usually caused by insufficient drying of the transfer film before transfer, allowing ink to spread on the print surface.

2.5 Fingerprints or marks: Visible fingerprints or touch marks left before the surface was fully dry. These are usually caused by staff accidentally touching the transfer film during the process, or oily contaminants remaining on the product surface before printing.

2.6 Case structural damage: Visible physical damage to the product, such as cracks, deformation or poor assembly. Responsibility must be traced with reference to warehouse surveillance footage recorded before shipping. Possible causes include production process issues, damage in transit or damage caused by the end user.

2.7 Print banding: Regular horizontal bands on the product surface. These are usually caused by partially clogged printer nozzles, resulting in uneven ink delivery in specific areas.

2.8 Wrong products shipped: The products actually received do not match the SKU details specified in the order (material, device model or design), due to an operational error in warehousing or shipping.

Given the specific nature of custom products (which cannot be resold once produced) and the practical limitations of production processes, the following situations are not covered by after-sales service:

4.1 Color differences between screens and physical products: We use industrial digital printing equipment that meets international standards. Because computer and phone screens emit light (RGB color gamut), while physical printing uses ink (CMYK color gamut), slight differences between the finished colors and the screen preview are an unavoidable phenomenon throughout the industry.

4.2 Substrate differences: Substrates made of different materials (such as silicone, glass, PC and TPU) differ in ink adsorption and color rendering. The same design will produce different final results on different materials; this is normal.

4.3 How color differences are assessed: Wrong colors, obvious color casts over large areas, or obviously inconsistent colors among identical products in the same order are quality issues. Other slight color differences are normal and are not covered by after-sales service. After-sales review determines whether a difference is a quality issue by comparing photos of the product with the design file.

4.4 Batch consistency: The same product made in different production batches may have slight color differences between batches due to small differences in ink batches, ambient temperature and humidity, and other factors. This is normal in the flexible customization industry.

If an order needs after-sales service, follow this process to submit a request:

An after-sales service request cannot be submitted in the following cases: the order has not been paid; the order has been cancelled or fully refunded; the order items are awaiting on-site pickup (you can follow the normal process once pickup is complete); free sample products; and original platform orders whose payment was not settled through this platform.

Only one after-sales service request can be in progress for an order at a time; for platform orders from your store, this is counted separately for each platform order. Once an order has completed an after-sales service process (including a paid reorder), no further after-sales service request can be submitted for that same order. Withdrawn or rejected requests are not subject to this restriction.

After-sales service review for custom products is relatively strict; submitting a request does not guarantee approval. Please try to include all affected products and evidence for the same order in one complete submission.

Once the quality control team confirms through review that the platform is responsible, we will apply the following rules:

6.1 Refund only: You can submit a refund-only request for products not received or already received, and enter the total refund amount requested. If fewer than 48 hours have passed since the order entered the system and the selected products have not shipped, they are still in production and a “Not received” request cannot yet be submitted. You may submit it after 48 hours if the products are still unshipped, or once they have actually shipped. When submitting, you can also request a shipping fee refund: the refundable amount is the original shipping fee minus the shipping fee recalculated under the same rules for the remaining products, less any shipping fee already refunded, and is shown on the request page. The total refund amount requested cannot exceed the sum of the selected products’ amount, the amount of paired packaging not yet actually shipped and the refundable shipping fee, nor the order’s remaining refundable amount. You do not need to enter the cloud warehouse handling fee: once the products are stopped from being processed or shipped, the system calculates and refunds it based on the cancelled quantity. The final refund amount is subject to admin review.

6.2 Refund without stopping shipment: If the admin approves a refund without stopping subsequent production or dispatch, the products will continue through the original process. However, the order is still considered to have completed one after-sales service process, so another request cannot be submitted later.

6.3 Reshipment: For products confirmed to require reproduction or reshipment, we will create a reshipment order using the products and quantities approved in the review. A reshipment request uses the original order’s courier and is sent to the original order’s address by default; you can change the address when submitting the request, and the shipping fee will be recalculated for the new address. Whether the customer or the platform pays the reshipment shipping fee is determined by the approved resolution.

6.4 Customer-paid reshipment shipping fees: If the approved resolution requires the customer to pay the reshipment shipping fee, the request moves to “Awaiting shipping fee payment”. You can pay with your balance, WeChat or Alipay, and the reshipment order is created and proceeds only after you pay. Before payment, the system rechecks the shipping fee against the latest price; if the amount has changed, we will reconfirm it before you pay. You can also give up the reshipment: any refund already carried out under the resolution is kept, after-sales service for the order ends there and another request cannot be submitted; if no refund was made, the request is marked as withdrawn and you can submit a new one if needed. If we cancel the reshipment, we will explain why, and any refund already carried out is likewise kept; if no refund was made, the request is marked as not approved and you can submit a new one if needed.

6.5 Refund credit: Once the refund is approved, the money will be returned to your platform account balance. Withdrawals to a bank account are handled separately under the platform’s withdrawal rules.

6.6 Handling affected products: Products for which after-sales service is requested generally do not need to be returned. If a return is required for verification in special circumstances, the platform pays the return shipping fee.

6.7 Packaging consumables: Consumables such as packaging boxes and reusable shopping bags are not eligible for reshipment. They can be refunded normally if the factory has not actually shipped them, and packaging paired with a product is refunded together with that product. Once actually shipped, they are not eligible for refunds.

6.8 Paid reorder: Products that need to be remade because of a design content error, store mapping error or incorrect recipient information are handled as a paid reorder at your expense. No review is required: once payment succeeds, a new order is created immediately and proceeds to processing. The new order’s products, packaging, cloud warehouse handling fee and shipping fee are recalculated under the rules in effect at the time of payment, the original order’s courier is used, and you can pay with your balance, WeChat or Alipay. For a design content error, you must first change and save the design. A store mapping error applies only to products from platform orders, and you must first correct the store mapping, then save and publish it. For incorrect recipient information, you must enter a new, complete shipping address. The corresponding products in the original order that have not yet shipped will no longer be shipped, and amounts already paid for the original order are not refunded. Packaging consumables are not eligible for paid reorders.

7.1 Request timing: Please inspect the products and submit an after-sales service request within 48 hours of receipt. For requests submitted after 48 hours, an inability to provide sufficient evidence of the issue may affect the review outcome.

7.2 Review timing: We commit to completing the review and communicating the proposed resolution within 1 - 2 working days after receiving a complete after-sales service request.

7.3 Reshipment timing: Once reshipment is confirmed, the replacement products will be scheduled for production again under the normal production process and are expected to ship within 48 - 72 hours.

7.4 Public holidays: For after-sales service requests made during public holidays, the review and handling timelines are deferred to start on the next working day.

If your situation meets the after-sales service conditions above, or you have any questions about the after-sales service policy, contact us using the following details:

Our customer service team is here to help on working days from 9:00 - 18:00 and will strive to resolve your issues as quickly as possible.