B2B Global Supply | DAP Shipping (Duties/Taxes paid by buyer)

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B2B Returns & Refunds

Returns are handled under your purchase terms and approved RMA requests.

Policy Overview

All return requests must be submitted through an RMA (Return Merchandise Authorization). Approval depends on contract terms, product condition, and claim evidence.

Contract Terms
Return Window
RMA Required
Approval Before Return
Responsibility Matrix
Freight, duty, and tax by case

Common Eligible Cases

  • +Quality defects or goods not matching approved specifications
  • +Wrong item/SKU/quantity shipped by seller
  • +Transit damage reported within 72 hours with evidence
  • +Claim and return completed within the agreed contract window

Usually Not Returnable

These cases are normally non-returnable unless your contract states otherwise:

  • -Custom/OEM/ODM or personalized products
  • -Used, installed, altered, or incomplete goods
  • -Final sale, clearance, or sample giveaway lots
  • -Claims submitted after the reporting window
  • -Returns sent without an approved RMA number
  • -Buyer-side storage, handling, or installation damage

RMA Process

1

Submit claim

Create a request with order number, SKU, quantity, reason, and evidence (photos/video).

2

RMA review

Sales and quality teams review your request against purchase terms.

3

Receive RMA instructions

If approved, you get an RMA number, return warehouse, labels, and required documents.

4

Ship and upload tracking

Ship exactly as instructed and submit tracking before the RMA expires.

5

Inspection and settlement

After inbound QC, we issue replacement, partial/full refund, or credit note per contract.

Start RMA Request

Replacement & Exchange

For approved claims, replacement shipments are prioritized for available stock.

Typical replacement flow:

  1. 1. Submit an RMA claim and choose replacement/exchange
  2. 2. Confirm replacement SKU/spec and quantity
  3. 3. Return affected goods to the designated warehouse
  4. 4. Replacement ships after QC approval or based on agreed advance policy

Note: Price differences, freight, and taxes are settled according to your contract and Incoterms.

Processing Timeline (Typical)

Claim submittedDay 0
RMA decision issuedDays 1-3
Return received and QC completedDays 4-10
Settlement approvedDay 10+
Refund or credit note completedDays 10-20

* Actual timing depends on carrier transit, inspection complexity, and payment channel.

Damaged / Defective / Short Shipment

Report issues quickly so we can file carrier claims and protect your entitlement.

Important: Report damage, defects, or shortages within 48-72 hours of delivery and attach clear photos/video evidence.

Need Help with an RMA?

Our B2B support team can help with contract interpretation, evidence requirements, and return logistics.

Contact SupportView FAQ