Returns, refunds and quality claims
General B2B process. Your quotation, PI or contract controls the actual order terms.
1. Scope and applicable terms
This policy applies to OQOOK aquarium-product wholesale transactions. B2B returns, replacement, repair, credit and refund rights depend on the signed quotation, proforma invoice (PI) or contract for the order. Those written terms and applicable law take priority over this general process.
2. Inspecting a shipment
Inspect package count and visible condition before accepting delivery where practical. Record carton labels, seals and visible damage with clear photos or video, and note damage on the carrier document when the carrier permits it.
3. Eligible claims and supporting evidence
Contact us about incorrect goods, specifications that differ from written confirmation, shortages, missing accessories, transit damage or suspected manufacturing defects. Include the order or PI number, product name, affected SKU, quantity, carton number, receipt and discovery dates, a concise description, and photos or video of the goods, packaging and shipping labels. We review the evidence, agreed specifications and packing records, and may request measurements, samples or inspection. Do not send passwords, full payment-card data or unrelated identity documents.
4. Suggested reporting windows
Please report visible transit damage or shortages within 7 calendar days of receipt, and other apparent product non-conformity within 30 calendar days of receipt. If a manufacturing defect becomes apparent later during a product-specific agreed warranty period, notify us promptly after discovery. These reporting windows guide efficient investigation; the written order terms and applicable law control any rights or deadlines.
5. Non-defective standard goods
OQOOK does not offer a universal change-of-mind return entitlement for B2B wholesale orders. For unused, non-custom standard goods with intact packaging, you may submit a request within 7 calendar days of receipt. Acceptance is subject to case-by-case written approval based on the goods and order circumstances. For approved returns for non-quality reasons, return freight, applicable duties, clearance and other costs are normally borne by the buyer, and the original shipping charge is normally not refundable, unless applicable law or a written agreement provides otherwise. Additional charges must be disclosed and agreed before the return.
6. Product-specific warranty
Electrical equipment, glass products, consumables and accessories have different failure modes. Warranty eligibility, duration and exclusions are confirmed for each product in the quotation, PI or contract; the website does not promise one blanket warranty period for all aquarium products.
7. Custom and special goods
Goods produced to an approved sample, artwork, packaging or custom specification are normally not returnable because requirements, product selection or purchasing plans changed after approval. Custom goods with confirmed manufacturing defects or differences from approved specifications remain eligible for a quality claim. Confirm tolerances, approval samples and inspection criteria in writing before production. Eligibility for used consumables, misuse-related damage or unauthorized modifications depends on the confirmed cause and applicable terms; no blanket rejection or warranty promise applies.
8. Freight, duties and responsibility
For a confirmed claim caused by our shipping error or a manufacturing defect, reasonable replacement, return or handling costs approved by us in writing in advance are borne by us. Costs for approved non-quality returns are normally borne by the buyer. Transit-damage responsibility follows the agreed delivery terms, risk transfer and insurance arrangements; we assist with claim documents. Agree responsibility for cross-border return duties and clearance costs before dispatch. Do not incur return, repair or disposal expenses for reimbursement without our prior written approval.
9. Remedies and return authorization
After confirming the issue, we may agree on replacement parts, repair guidance, replacement goods, a partial refund or another written settlement. A return of the entire shipment is not always required. Do not return goods without written authorization. If a return is required, we provide the authorization, receiving address and packaging instructions separately. The published business location is not a default return address. Refunds, return authorization and final settlements must be confirmed by email or a formal written document.
10. Response and assessment targets
Our service target is a first response within 2 business days of receiving a claim and an initial assessment within 5 business days after receiving complete information. Cases requiring factory testing, carrier investigation or third-party inspection may take longer; we will provide an estimated timeline and progress updates. Business days are calculated in Beijing time (UTC+8), excluding weekends and Chinese public holidays.
11. Refund method and timing
Once the refund amount and conditions have been confirmed by written agreement and, where a return is required, the required returned goods have been received and inspected, we normally initiate the refund within 7 business days. The actual arrival time depends on the bank or payment provider. Refunds normally go to the original payment channel or original payer account. If that channel is unavailable, we agree on a lawful alternative with the buyer. Refunds are not replaced with store credit or a future-order deduction without the buyer's agreement.
12. Escalation
If the sales contact cannot resolve the claim, ask for written escalation and keep all relevant messages, inspection evidence, quotations, PI, payment records and transport documents. Any formal dispute method follows the governing terms in the applicable contract and applicable law.
13. After-sales contact
Email: smzongwang@outlook.com. WhatsApp: +86 13349823097. You can also use our Contact Us page. Keep email or formal written confirmation for refunds, return authorization and final settlements.