Cactus Premium Papers

Return and Refund Policy
CHHC - Comprehensive Return and Refund Guidelines

At CHHC, we are dedicated to ensuring the satisfaction of our customers by providing high-quality products and reliable service. However, we understand that there may be occasions when returns or refunds are necessary. This document outlines our extensive return and refund policy to guide customers through the process.

1. General Policy Overview

• Returns and refunds are only applicable under specific conditions, as detailed below.
• All requests for returns or refunds must be initiated within the specified timeframe.
• Customers are responsible for reviewing this policy before making a purchase.

2. Conditions for Return

Returns will only be accepted under the following circumstances:

• Defective Products:

  • Goods are found to be damaged or defective upon delivery.
  • The defect must be proven to have occurred before delivery to the buyer.

• Incorrect Products Delivered:

  • Products delivered do not match the agreed specifications in the sales contract.
  • A mismatch in quantity, size, or type of product.

• Shipping Damage:

  • Physical damage to the goods caused during shipping must be reported and documented within 48 hours of receipt.

• Expired Goods (if applicable):

  • Products with expiration dates must have a minimum 75% shelf life remaining.

3. Non-Returnable Items

The following items are not eligible for returns:

• Products that have been used, opened, or partially consumed.
• Products damaged after delivery due to mishandling, improper storage, or negligence.
• Goods that are clearly marked as "Non-Returnable" at the time of purchase.

4. Return Process

To initiate a return, customers must follow these steps:

• Notify CHHC:

  • Email: sales@chhcwholesale.com or call/WhatsApp +639395607826 within 7 days of receiving the goods.
  • Provide order details, including the invoice number and date of delivery.

• Submit Evidence:

  • Provide photographic or video evidence of the defect or issue.
  • Submit supporting documentation (e.g., packing slips, delivery receipts).

• Approval for Return:

  • CHHC will review the return request and respond within 5 business days.
  • If approved, customers will receive a Return Merchandise Authorization (RMA) number and shipping instructions.

• Return Shipping:

  • Customers are responsible for return shipping costs unless the return is due to CHHC's error.
  • All returned items must be securely packaged to prevent further damage.

5. Refund Policy

Refunds will be processed under the following conditions:

• Eligibility for Refunds:

  • Approved returns that meet the criteria outlined in Section 2.
  • Orders canceled before shipment.

• Refund Amount:

  • Full refunds will be issued for defective or incorrect products.
  • Partial refunds may apply if products are returned in a condition different from their original state.

• Refund Timeline:

  • Refunds will be processed within 7-14 business days after the returned goods are inspected and approved.
  • Refunds will be issued through the original payment method or as a store credit, depending on the customer's preference.

• Non-Refundable Payments:

  • Shipping fees, customs duties, and taxes are non-refundable unless CHHC is at fault.

6. Cancellation Policy

• Customers may cancel their orders before the shipment date.
• Cancellation requests must be submitted in writing to sales@chhcwholesale.com.
• Orders canceled after dispatch will be subject to the return policy.

7. Quality Assurance Guarantee

CHHC stands by the quality of our products and ensures:

• Thorough quality checks before dispatch.
• Secure packaging to prevent damage during transit.

If any issues arise, our team will work with you to resolve them promptly.

8. Dispute Resolution

• In the event of a dispute regarding returns or refunds, customers are encouraged to contact our support team for mediation.
• Unresolved disputes may be escalated to legal or arbitration channels as per the terms outlined in the sales agreement.

9. Contact Information

For inquiries or assistance regarding returns or refunds, please contact us:

• Email: sales@chhcwholesale.com
• Phone/WhatsApp: +639395607826
• Office Hours: Monday to Friday, 9 AM - 5 PM (local time).

CHHC reserves the right to update this policy at any time without prior notice.
By making a purchase, customers agree to the terms and conditions outlined in this Return and Refund Policy.

Shipping Policy for CHHC Papers

At CHHC, we are committed to providing seamless and efficient shipping services for all our customers while ensuring the safe and timely delivery of our premium-quality papers. Please read our shipping policy carefully to understand the terms and conditions for shipping orders, including the Minimum Order Quantity (MOQ) requirements.

1. Minimum Order Quantity (MOQ)

• All orders must meet the Minimum Order Quantity of 8,000 reams.
• Orders below 8,000 reams will not be processed unless otherwise agreed upon in writing with CHHC management.

2. Shipping Terms and Delivery Methods

• All shipments are processed under CIF (Cost, Insurance, and Freight) terms unless otherwise stated in the purchase agreement.
• CHHC utilizes a network of trusted shipping partners to ensure timely and secure delivery. Shipping options include:
  • Sea Freight: For bulk orders.
  • Air Freight: Available upon special request for urgent orders (additional charges apply).

3. Order Processing and Dispatch Time

• Order processing begins only after confirmation of payment as per the agreed terms:
  • 30% down payment against the Proforma Invoice (PI).
  • 20% upon submission of shipping documents.
  • 50% balance payment via Letter of Credit (LC) or as agreed.
• Processing and packaging time typically take 7-10 business days after payment confirmation.
• Estimated shipping times:
  • Sea Freight: 15-30 days, depending on the destination port.
  • Air Freight: 5-10 days.

4. Destination Ports

• Customers must specify the exact destination port when placing an order.
• CHHC ships to major international ports globally. The buyer is responsible for providing accurate port details to avoid delays.

5. Freight and Insurance

• Under CIF terms, CHHC bears the cost of freight and insurance to the destination port.
• Insurance coverage applies to the value of the goods during transit until they reach the specified destination port.

6. Customs Clearance and Import Duties

• Customs clearance and payment of import duties/taxes are the sole responsibility of the buyer.
• Buyers are required to liaise with their local customs authorities to ensure compliance with all import regulations.

7. Delivery and Unloading

• All goods will be delivered to the specified port of destination. The buyer is responsible for:
  • Collecting the shipment from the port.
  • Unloading and transporting goods from the port to their final destination.

8. Order Tracking

• CHHC provides real-time tracking updates once the shipment has been dispatched. Customers will receive a tracking number and shipment details via email or WhatsApp.

9. Damages and Claims

• All goods are inspected and securely packaged before shipping. If damages occur during transit:
  • Notify CHHC and the shipping carrier immediately.
  • Submit a claim within 7 days of receiving the shipment.
• CHHC will assist in resolving claims with the shipping carrier and/or insurance provider.

10. Returns and Refunds

• Returns are not accepted for shipped orders unless the goods received are proven defective or incorrect due to CHHC's error.
• Refunds, if applicable, will be processed in accordance with the terms outlined in the sales contract.

11. Additional Requirements

• The customer must ensure that all necessary documents for customs clearance (e.g., invoice, packing list, and bill of lading) are submitted on time.
• CHHC reserves the right to delay or cancel shipments if payment terms are not met.

By placing an order with CHHC, you agree to abide by this shipping policy. We look forward to serving your paper needs and ensuring a smooth delivery experience.