Culinary-Supplies reserves the right to update the rules when necessary, and the updated version will be published on www.culinary-supplies.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Culinary-Supplies immediately. All buyers or suppliers are deemed to accept the rules if they are using the services provided by Culinary-Supplies. Suppliers must publish their own Return & Refund Policy on the product detail page. Culinary-Supplies' policy shall prevail in case of conflict with the supplier's policy.
For after-sales issues, buyers should file a return & refund request within 15 days of the delivery date (except for several suppliers whose after-sales period was agreed upon by Culinary-Supplies). If the period of the Return & Refund request exceeds the stated time, the supplier reserves the right not to provide any after-sales service.
Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting Culinary-Supplies customer service to cancel the order. Please note some supplier policies do not accept order cancellations before the order is shipped out. The supplier should agree to or reject the cancellation request within 3 business days.
If the supplier cannot fulfill the buyer's order within the order processing time indicated on Culinary-Supplies' product page, whether due to no stock or other conditions, the supplier has the right to cancel and refund the order.
If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, the supplier has the responsibility to offer the buyer a prepaid return label within 3 business days to return the damaged/broken goods. The supplier should refund the buyer when the return shows as in transit on the logistic website with the supplier's provided prepaid return label.
Culinary-Supplies shall not require suppliers to accept after-sale requests for "non-defective remorse returns." Suppliers have the right to accept or reject the request as per their policy shown on the Culinary-Supplies product page. Culinary-Supplies will abide by the supplier's policy under this condition.
If a supplier accepts the after-sale request for the reason type of "non-defective remorse returns" and requires a deduction of a "restocking & repacking fee," under Culinary-Supplies' policy restriction, the "restocking & repacking fee" in total deducted by the supplier shall not exceed 35% of the order's total price.
Culinary-Supplies shall not require suppliers to provide warranties or dictate the terms of warranty handling.
Culinary-Supplies shall restrict refund times and redelivery times under conditions, including but not limited to order refunds based on supplier's policy or Culinary-Supplies' policy, agreements on refunds or redelivery between supplier and buyer, or other situations. The supplier must process refunds within 3 business days, or redeliver within 5 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as per the clause below) to the supplier or Culinary-Supplies. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, the supplier and/or Culinary-Supplies has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Culinary-Supplies.
1. Refund Request Timing
The buyer has the right to apply for a full refund for orders that were not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type
For Unshipped Orders
For Shipped Orders
2. Goods Returned in Transit
If the package is sent back to the supplier during transit for any reason, and the buyer applies for a refund, the supplier should refund within 3 business days of the refund request. In the same cases, if the buyer requests redelivery, the supplier should begin redelivery within 5 business days of the request date.
3. Goods Destroyed in Transit
If the package/goods are destroyed in transit, and the buyer has proof from the logistics website (such as a screenshot) that the order was destroyed, the supplier should refund the order within 3 business days of the buyer's refund request or redeliver within 5 business days of the request.
4. Wrong Receipt Information
If the buyer provides incorrect receipt information on an order, the buyer should contact the supplier via "Contact Seller" or contact Culinary-Supplies customer service to request that the supplier update the order with the correct receipt information.
Please note the receipt information correction or order cancellation is not guaranteed.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong receipt, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, the supplier shall refund the order within 3 business days of receiving the goods, as per the buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note the buyer will additionally be in charge of the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), the buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request on Culinary-Supplies, the supplier should check the proof and respond within 3 business days.
If the proof checked by the supplier does not show the problem clearly, or if the proof checked by Culinary-Supplies does not show the problem clearly, the proof is invalid, and the supplier/Culinary-Supplies has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the supplier/Culinary-Supplies, and if the goods need to be returned to get a refund, the supplier should provide the buyer with a prepaid return label within 3 business days of proof approval and refund the order when the return shows in transit on the logistics website within 3 business days. If the goods do not need to be returned, the supplier should refund the order within 3 business days of the refund request.
If proof is valid, and the buyer requests redelivery, the supplier should redeliver within 5 business days of proof approval. Please note suppliers have the right to refund the order if the redelivery products are out of stock, or buyers can reorder products when they are restocked.
6. Logistics Issues
6.1 Invalid tracking information
6.2 Untimely Tracking Info Updates
6.3 Too-long Shipping Period
If the transit time exceeds the estimated delivery time by 10 days or more and the supplier fails to provide any valid tracking updated info, the buyer may apply for a refund. Culinary-Supplies requires the supplier to refund the order within 3 business days of the buyer's request.
Note: this clause is not applicable for special times/periods such as holidays, COVID-19, abnormal weather, or other abnormal situations.
7. Other
When encountering holidays, COVID-19, abnormal weather, or other abnormal situations, the buyer shall contact us through culinary-supplies.com/contact-us or contact the supplier through their Culinary-Supplies account with the order "Contact Message" option to resolve the goods or logistics issue.
Culinary-Supplies will try its best to assist buyers in these special circumstances in a timely manner. After notifying Culinary-Supplies, buyers should expect a decision from Culinary-Supplies on these types of issues no later than two weeks.
8. Attention
If buyers are unsatisfied with the solution to the order after-sale issues, buyers have the responsibility to open a dispute with Culinary-Supplies to help resolve the after-sale issues.
