Refund & Return Policy

1. Purpose and Nature of the Policy

This Refund & Return Policy clarifies the limited circumstances under which returns, refunds, or compensation may be considered. Given that steel pipes are large-scale, custom-manufactured industrial products, each order is produced to specific project requirements and standards.

These products involve high production, inspection, packaging, and logistics costs and are not standard retail goods. Accordingly, refunds or returns are generally not applicable except as outlined in this Policy.

This Policy does not apply to retail consumers or purchases made through third-party e-commerce platforms.

2. Order Confirmation and Production Commencement

Once the customer has confirmed a quotation, signed the contract, and paid the deposit, production scheduling begins immediately.

Products are manufactured strictly according to customer drawings, applicable standards (API 5L, ASTM, EN, ISO, etc.), and the agreed technical specifications, making them irreversible custom-made items.

Therefore, once production or raw-material procurement has started, the buyer cannot unilaterally cancel or return the goods.

3. Refund or Compensation Eligibility

Alland Steel upholds principles of integrity and long-term partnership. In the following exceptional cases, we will cooperate to provide remedies as appropriate:

3.1 Non-Conforming Products

If an independent inspection agency (e.g., SGS, BV, TÜV, DNV, or another buyer-authorized body) confirms that the delivered products deviate from the agreed contract specifications (steel grade, dimensions, coating, etc.), and such deviation is confirmed to be our fault, we will provide one or more of the following remedies:

• Reproduce and replace non-conforming goods;
• Provide a reasonable discount or financial compensation;
• Agree upon another mutually acceptable written solution.

3.2 Shipping Errors or Packaging Damage

If the delivered products’ specifications, quantities, markings, or packaging differ from shipping documents, or if goods suffer significant damage before handover due to our fault, and the buyer provides written proof (e.g., B/L, inspection report, photos), the Company will be responsible for replacement, replenishment, or compensation as appropriate.

3.3 Refunds Due to Non-Performance

If the buyer has made a payment but the Company is unable to fulfill the contract due to major causes such as factory shutdown, export restrictions, or revoked licenses, and production or shipment has not yet commenced, we may refund all or part of the received deposit accordingly.

4. Cases Not Eligible for Return or Refund

Except as expressly stated in Section 3, the following situations are not eligible for return or refund:

• Cancellation requests due to buyer-side reasons (e.g., design changes, project delays, budget revisions);
• Products already shipped, delivered, or used in construction;
• Damage caused by improper handling, storage, or transport;
• Minor coating or packaging differences not affecting performance;
• Failure to raise a written claim within 7 business days of receipt;
• Any compensation beyond explicit contract terms;
• Errors from buyer-provided information (e.g., incorrect drawings or quantities).

5. Claim and Resolution Process

If the buyer believes a product has a quality issue, the following procedure applies:

• Written Notification: Within 7 business days of receipt, submit written notice with photos, product numbers, and inspection data.
• Temporary Retention: Do not return or scrap products without written authorization from Alland Steel.
• Joint Verification: Both parties may appoint an independent inspection agency; costs borne by the responsible party.
• Resolution: Remedies may include replacement, repair, price adjustment, or compensation per contract terms.
• Timeliness: Claims after the stated period will not be accepted; goods deemed compliant.

6. Refund Method and Timeline

Where a refund is confirmed as applicable:

• The Company will process the refund within 30 business days after receiving written confirmation and supporting documents.
• Refunds will be made using the same payment channel as the original transaction (e.g., T/T, L/C cancellation).
• Bank fees for cross-border payments shall follow contract terms.
• Any unpaid buyer balance may be deducted from the refund amount.

7. Incoterms and Risk Transfer

All transactions are governed by Incoterms® 2020 rules (e.g., FOB, CFR, CIF, DAP). Risk is transferred at the agreed point, such as upon loading for FOB. Any subsequent damage or loss is covered by the buyer or their insurance provider.

If the buyer requests Alland Steel’s assistance with insurance or extra services, related costs and liabilities must be confirmed in writing.

8. Force Majeure

Alland Steel shall not be liable for delays, non-delivery, or refund delays caused by force majeure, including but not limited to war, natural disasters, epidemics, port closures, sanctions, energy crises, or transportation disruptions. We will, however, make reasonable efforts to communicate and provide supporting documentation when available.

9. Governing Law and Dispute Resolution

This Policy and related transactions are governed by the laws of the People’s Republic of China and international trade practices (Incoterms® 2020).

Any dispute arising from this Policy or related contracts shall first be resolved amicably. If unresolved, it shall be submitted to the Hong Kong International Arbitration Centre (HKIAC) or another arbitration body mutually agreed upon in the contract. The arbitration award shall be final and binding on both parties.

10. Contact Us

For any questions regarding this Policy, or to submit a claim or refund request, please contact:

• Company: Hebei Allland Steel Pipe Manufacturing Co., Ltd.
• Address: Zhifangtou Industrial Park, Cangzhou City, Hebei Province, China
• Email: sales@alllandsteel.com
• Phone: +86 22 8279 9516
• Mobile: +86 137 5258 0888
• Website: https://alllandsteel.com/