At Chongqing Debenhang Trading Co., Ltd., we are committed to providing high-quality automotive headlights, taillights, and related accessories that meet your expectations. We understand that sometimes returns or refunds may be necessary, and this Refund and Returns Policy outlines the terms, conditions, and procedures for initiating returns, exchanges, and refunds for our products. This policy applies to all purchases made through our official website, authorized dealers, or direct sales channels. By placing an order with us, you acknowledge and agree to comply with the provisions set forth below.
1. Eligibility for Returns & Refunds
To be eligible for a return or refund, the product must meet the following criteria, and the request must be initiated within the specified timeframe:
1.1 Timeframe for Return Requests
- Standard Products: For unused, undamaged automotive lights (LED headlights, halogen taillights, DRLs, etc.) and standard accessories (wiring harnesses, switches, etc.), you may initiate a return request within 30 calendar days from the date of delivery.
- Customized Products: Products made to your specific requirements (e.g., vehicle-specific lamp assemblies with custom logos, special-fit wiring harnesses) are eligible for return only if they have manufacturing defects. Return requests for customized items must be submitted within 15 calendar days from the date of delivery.
- Defective or Damaged Products: If you receive a product that is defective (e.g., non-functional LED chips, faulty adjustment motors) or damaged during shipping, please notify us within 7 calendar days of delivery. We will arrange for a replacement or full refund at no additional cost to you.
1.2 Product Condition Requirements
For a product to be accepted for return, it must:
- Be in its original, unused condition, with no signs of installation, modification, or wear (e.g., no scratches on lamp housings, no stripped wires on harnesses).
- Include all original packaging, accessories (e.g., mounting brackets, installation manuals, screws), and tags. Damaged or missing original packaging may result in a 10-20% restocking fee.
- Have a valid proof of purchase (e.g., order confirmation email, invoice, dealer receipt) clearly showing the product SKU, purchase date, and amount.
- Not be a “Final Sale” item. Such items are clearly marked on the product page and include clearance products, open-box items, and discontinued accessories.
2. Return & Refund Procedures
To ensure a smooth return and refund process, please follow these steps:
2.1 Initiate a Return Request
- Visit our official website and log in to your account (for online purchases) or contact our customer service team via email cqdebenhang@gmail.com or phone +86 18883832018 for offline/dealer purchases.
- Provide the following information: Order number, product SKU, reason for return (e.g., “wrong model,” “manufacturing defect,” “change of mind”), and clear photos/videos of the product (especially for defective or damaged items).
- Our customer service team will review your request within 2 business days. If approved, we will send you a Return Merchandise Authorization (RMA) number and a pre-paid shipping label (for defective/damaged items) or detailed return shipping instructions.
Important: Returns without a valid RMA number will not be accepted or processed. Please clearly mark the RMA number on the outer packaging of the return package.
2.2 Ship the Product Back
- Pack the product securely using the original packaging (if available) to prevent damage during transit. Include a copy of the order confirmation or RMA approval email inside the package.
- For non-defective items (e.g., change of mind, wrong purchase), you are responsible for the return shipping costs. We recommend using a trackable shipping service, as we are not liable for lost or damaged return packages.
- For defective, damaged, or incorrectly shipped items, we will cover all return shipping costs and provide a pre-paid shipping label.
- Ship the package to the address specified in the RMA approval email. Please note that returns must be shipped within 7 calendar days of receiving the RMA number; otherwise, the request may be canceled.
2.3 Product Inspection & Processing
- Upon receiving your return package, our quality control team will inspect the product to verify its condition and compliance with the return eligibility criteria. This inspection typically takes 3-5 business days.
- If the product passes inspection: Refund: We will initiate the refund to your original payment method within 1-2 business days. The refund amount will include the product purchase price; return shipping costs (for non-defective items) and restocking fees (if applicable) will be deducted.
- Exchange: If you requested an exchange for a different model or size, we will ship the replacement product within 2-3 business days after inspection. You will receive a shipping confirmation email with tracking information.
- If the product fails inspection (e.g., signs of installation, missing accessories, damage caused by improper handling), we will contact you with photos of the issues and provide options: Return the product to you at your expense;
- Process a partial refund (adjusted based on the product’s condition);
- Repair the product (if feasible) at an additional cost.
2.4 Refund Timeline
The time it takes for the refund to reflect in your account depends on your payment method:
- Credit/Debit Cards: 3-7 business days (processing time varies by card issuer).
- PayPal: 1-3 business days.
- Bank Transfers: 3-5 business days.
- Store Credit: Instantly available in your account after refund approval.
3. Exceptions & Non-Refundable Items
The following items are not eligible for return or refund, unless they are defective:
- Customized products (e.g., vehicle-specific lamp assemblies made to your exact specifications, engraved accessories).
- Final Sale items (clearly marked on the product page).
- Products that have been installed, modified, or used (e.g., headlights with signs of bulb insertion, wiring harnesses with stripped insulation).
- Accessories that are opened or missing parts (e.g., installation kits, adhesive tapes, fuses).
- Products damaged due to improper installation, maintenance, or accidents (e.g., cracked lamp housings from a collision).
- Shipping costs for non-defective returns (borne by the customer).
4. Special Cases
4.1 Incorrect or Mis-shipped Products
If we accidentally ship you the wrong product (e.g., incorrect lamp model, wrong quantity), please notify us within 7 calendar days of delivery. Provide photos of the product and the shipping label, and we will: Send you the correct product via expedited shipping at no cost;Provide a pre-paid return label for the incorrect product;Waive any restocking fees for the return of the mis-shipped item.
4.2 Warranty-Related Returns
For products that develop defects within the warranty period (2-3 years for LED lamp assemblies, 1-2 years for halogen lamps and accessories), please refer to our Warranty Policy. You may be eligible for a free replacement, repair, or refund without incurring return shipping costs. To initiate a warranty claim, follow the same return request process and clearly indicate that it is a “warranty claim.”
4.3 International Returns
For international orders (outside the [Your Country/Region]), return requests must be initiated within 15 calendar days of delivery. Customers are responsible for return shipping costs, customs duties, and taxes, unless the product is defective or mis-shipped. We recommend consulting with your local customs office to understand potential duties or restrictions for returning products. Refunds will be issued after we receive and inspect the returned product, excluding original shipping costs and any customs fees.
5. Restocking Fees
A restocking fee may apply to certain returns to cover the costs of inspection, repackaging, and restocking. The fee structure is as follows:
- Standard Products (non-defective): 10% of the product purchase price, waived if the return is due to our error (e.g., mis-shipped, defective).
- Customized Products (defective): No restocking fee; we will provide a full refund or replacement.
- Products with missing packaging/accessories: 15-20% restocking fee, depending on the extent of the missing items.
6. Contact Us
If you have any questions, concerns, or need assistance with a return or refund, please contact our customer service team:
- Email: cqdebenhang@gmail.com
- Phone: +86 18883832018 (Available Monday-Friday, 9:00 AM – 6:00 PM UTC+8)
- Mailing Address: No.988-6, Lanmei Road, Jiulongpo Dist, Chongqing, China
- Live Chat: Available on our official website during business hours.
7. Policy Updates
We reserve the right to update or modify this Refund and Returns Policy at any time to reflect changes in our business practices, regulatory requirements, or customer needs. Any updates will be posted on our official website with a revised “Last Updated” date. Your continued use of our products and services after the policy update constitutes your acceptance of the revised terms. We recommend reviewing this policy periodically for any changes.
Chongqing Debenhang Trading Co., Ltd.
No.988-6, Lanmei Road, Jiulongpo Dist, Chongqing, China
cqdebenhang@gmail.com
