REFUND & RETURN POLICY

Effective Date: May 2026

1. Overview

At Hibrews, we are dedicated to providing premium Vietnamese loofah products and ensuring a seamless export experience. Due to the nature of B2B international trade and customized OEM services, our refund and return policy is designed to be fair, transparent, and compliant with international commercial standards (Incoterms).

2. Sample Orders

  • No Refunds for Samples: As samples are provided for quality evaluation purposes, they are generally non-refundable.

  • Sample Fee Credit: If you proceed with a bulk order within 30 days of receiving your samples, the initial sample cost may be credited toward your first official purchase.

3. Bulk Orders & OEM Services

  • Private Label / OEM: Since customized products (laser-engraved logos, custom shapes, or branded packaging) are created specifically for your brand, these items are non-refundable once production has commenced.

  • Order Cancellation: Cancellations are only accepted before the production stage begins. Any deposit made may be subject to a deduction for administrative or material preparation costs.

4. Quality Claims & Inspection

We prioritize Quality Control (QC) transparency. However, if issues arise:

  • Inspection Period: Buyers have 14 business days upon receiving the shipment to inspect the goods and file a claim.

  • Valid Claims: Refund or replacement requests are considered valid under the following conditions:

    • Significant manufacturing defects exceeding the agreed-upon defect rate (typically >3%).

    • Incorrect product specifications (wrong dimensions or shapes compared to the confirmed Proforma Invoice).

    • Damage caused by improper packaging before shipment.

  • Documentation Required: To process a claim, please provide high-resolution photos, a description of the defect, and the QC lot number provided by Hibrews.

5. Compensation Options

Depending on the severity of the issue and your preference, Hibrews offers:

  • Replacements: Defective items will be replaced and shipped with your next order.

  • Credit Notes: A credit amount will be applied toward your future transactions.

  • Partial/Full Refunds: For significant quality failures confirmed by our team, a refund will be processed via the original payment method or wire transfer.

6. Shipping & Logistics

  • Damage during Transit: Responsibility for damage during shipping depends on the agreed Incoterm (e.g., FOB, CIF, or DDP).

  • CIF/DDP Orders: If Hibrews handles the shipping and insurance, we will assist in filing claims with the logistics provider for any damage occurred during transit.

7. Dispute Resolution

We believe in open communication. In the event of a disagreement, both parties agree to first seek an amicable solution through direct negotiation before pursuing further legal or arbitration actions.

8. Contact Our Support Team

For any inquiries regarding your order quality or refund status, please contact:

  • Email: support@hibrews.us

  • Office: Bac Ninh Province, Vietnam