B2B after-sales policy
This Refund and Returns Policy should be read together with our Terms and Conditions and any written quotation, pro forma invoice, order confirmation or sales agreement.
This Refund and Returns Policy applies to business-to-business transactions, sample orders, project orders, lighting components, LED bathroom mirrors, mirror cabinets and OEM/ODM products supplied by NewThingLine, unless different terms are agreed in writing.
Effective date: 14 September 2026
Important: This policy is written for B2B/OEM business. If NewThingLine later enables consumer online checkout, a separate consumer returns policy may be required for the applicable market.
Because many NewThingLine products are supplied for business projects, wholesale distribution, hotel projects, residential development, furniture integration or OEM/ODM customization, returns and refunds are handled according to the confirmed quotation, pro forma invoice, order confirmation, sales contract and applicable law.
Custom-made products, private label products, project-specific configurations, special finishes, non-standard sizes, approved samples and made-to-order goods are generally not returnable unless they are defective, damaged before delivery, or not supplied according to the confirmed written specifications.
Customers are responsible for checking product models, dimensions, color temperature, voltage, plug type, driver type, certification requirements, packaging, labeling, quantities and shipping terms before confirming an order. For OEM/ODM or project orders, production may begin after written approval of specifications, drawings, samples, artwork or payment terms.
If products arrive damaged, short-shipped or visibly affected by transportation, please notify us as soon as possible and provide supporting evidence, including:
Claims involving shipping damage may also depend on the agreed Incoterms, carrier rules, insurance coverage and delivery documents.
If a product appears defective, please contact us with a clear description of the issue, photos or videos, installation conditions, wiring details, batch number or label information where available. We may ask for additional testing information to determine the cause.
Depending on the confirmed issue, order terms and warranty conditions, we may offer repair guidance, replacement parts, replacement products, credit, refund or another commercially reasonable solution.
Products must not be returned without prior written authorization from NewThingLine. Unauthorized returns may be refused. If a return is approved, we will provide return instructions, required documents, packaging requirements and the return address.
Unless otherwise agreed in writing or required by law, the following items are generally non-returnable:
If a refund, credit or replacement is approved, the method and timing will depend on the order terms, payment method, shipment status and nature of the issue. Shipping charges, bank fees, customs duties, taxes and handling costs may not be refundable unless otherwise agreed or required by law.
This Refund and Returns Policy does not replace any separate product warranty, project warranty or quality agreement. Warranty terms may vary by product category, market, application, installation environment and written agreement.
Electrical products should be installed and used according to product instructions, applicable standards and local regulations. Problems caused by incorrect installation, unsuitable power supply, unauthorized modification, misuse, water ingress beyond the rated protection level, abnormal operating conditions or failure to follow instructions may not qualify for refund, return or warranty support.
For project and OEM/ODM orders, NewThingLine will prioritize practical after-sales solutions, including technical support, replacement parts, replenishment, rework or credit, rather than automatic consumer-style returns.
For after-sales support, please contact us with your order details and supporting evidence:
NewThingLine Limited
5F, No.20, Guangzhong Rd. Xiaolan Town, Zhong Shan City, China(Post:528415)
Email: info@newthingline.com
