Product Return Policy
At CUIGUAI Flavoring, we are committed to providing high-quality flavor products and professional customer service. Due to the special nature of food flavors and vape flavor concentrates, the following return and refund policy applies to all orders.
1. Sample Policy
1.1 Sample Orders
- Small-volume sample orders are provided for product evaluation, testing, and formulation purposes.
- Because samples are consumable and may be affected by storage and handling conditions after delivery, sample products are generally non-returnable and non-refundable.
1.2 Before Purchasing
We strongly recommend customers:
- Conduct compatibility and stability testing before bulk purchase.
- Verify local regulatory compliance before commercial use.
- Contact our technical team if formulation guidance is needed.
1.3 Exceptions
If the sample product arrives:
- Incorrect,
- Contaminated,
- Leaking,
- Or significantly damaged during transportation,
please contact us within 7 calendar days after delivery with photos/videos for verification.
2. Customized Products Are Non-Returnable
2.1 Custom Flavor Development
Customized products include but are not limited to:
- OEM/ODM formulations,
- Client-exclusive flavor profiles,
- Customized nicotine-compatible flavor systems,
- Special concentration adjustments,
- Personalized packaging or labeling.
Because these products are manufactured according to customer-specific requirements, all customized products are:
- Non-returnable
- Non-refundable
- Non-exchangeable
once production has started or the goods have been shipped.
2.2 Customer Responsibility
Customers are responsible for:
- Confirming formulation requirements,
- Reviewing sample approvals,
- Verifying order specifications before final production.
3. Shipping Damage Policy
We carefully inspect and package all shipments before dispatch. However, if products are damaged during transportation, customers should follow the procedure below.
3.1 Reporting Shipping Damage
Please notify us within 7 calendar days of delivery and provide:
- Clear photos of the outer packaging,
- Photos/videos of damaged products,
- Shipping label information,
- Order number.
3.2 Resolution Options
After verification, we may provide one of the following solutions:
- Replacement shipment,
- Partial refund,
- Full refund for severely damaged products,
- Store credit for future orders.
3.3 Important Notes
- Claims submitted after the reporting period may not be accepted.
- Minor packaging wear that does not affect product quality is not considered shipping damage.
4. Quality Issue Policy
4.1 Eligible Quality Issues
If a product has:
- Significant manufacturing defects,
- Obvious contamination,
- Incorrect product shipped,
- Serious deviation from approved specifications,
- Abnormal odor caused by production issues,
customers may request quality support.
4.2 Claim Procedure
Please contact us within 15 calendar days after receiving the goods and provide:
- Batch number,
- Product photos/videos,
- Description of the issue,
- Relevant testing data if available.
4.3 Investigation Process
Our quality control team may:
- Review retained production samples,
- Analyze batch records,
- Request additional testing information.
4.4 Possible Solutions
Depending on investigation results, we may offer:
- Product replacement,
- Technical adjustment support,
- Partial refund,
- Full refund,
- Credit toward future purchases.
4.5 Non-Qualifying Situations
Quality claims may not be accepted if problems are caused by:
- Improper storage,
- Secondary contamination,
- Unauthorized reformulation,
- Excessive heat/light exposure,
- Incompatible application systems,
- Failure to follow recommended usage guidelines.
4.6 Contact Information
For return or quality-related requests, please contact:
Customer Service Team
Website: www.cuiguai.cn
Please include your:
- Order number,
- Product name,
- Batch number,
- Supporting photos/videos,
- Detailed issue description.
We aim to respond to all after-sales requests within 2–5 business days.
