Return & Refund Policy

Last Updated: October 17, 2026

At DEYI, we are committed to providing high-quality display solutions and reliable service to our global business partners.

Due to the nature of our products, including customized display cabinets and bulk commercial orders, our return and refund conditions may differ from those of standard retail products.

Please review the following policy before placing an order.

1. Order Confirmation

Before production begins, customers are responsible for confirming all relevant order details, including:

  • Product models and quantities
  • Dimensions and specifications
  • Materials, colors, and finishes
  • Customization requirements
  • Approved drawings or design details
  • Shipping arrangements and delivery terms

Production will proceed based on the specifications confirmed by both parties.

2. Customized Products

Many DEYI products are manufactured according to individual customer requirements.

Customized or made-to-order products are generally not eligible for returns or refunds due to:

  • Changes in customer preferences
  • Incorrect specifications approved by the customer
  • Changes in the customer’s business requirements
  • Cancellation after production has started

However, if a product has a verified manufacturing defect or does not match the agreed specifications due to our error, we will work with the customer to provide an appropriate solution.

Nothing in this policy limits rights or remedies that cannot legally be excluded.

3. Standard Products

For standard, non-customized products, return requests may be considered under the following conditions:

  • The return request is submitted within 7 days after delivery.
  • Products are unused and in their original condition.
  • Products have not been installed, modified, or damaged.
  • Original packaging and accessories are retained.
  • The return has been approved by our customer service team.

Returns without prior authorization may not be accepted.

For approved returns unrelated to product defects or DEYI’s errors, customers are generally responsible for return shipping costs and applicable import or export expenses.

4. Damaged or Defective Products

We carefully inspect our products before shipment.

If you receive damaged, defective, or incorrect products, please contact us within 7 days after delivery.

To help us evaluate the issue, please provide:

  • Your order number
  • Product photos or videos
  • A description of the issue
  • Photos of the packaging, if relevant

After reviewing the information, we may offer:

  • Replacement parts
  • Product repair support
  • Replacement products
  • Partial or full refunds, when appropriate

The final solution will depend on the nature of the issue, the agreed order specifications, and applicable legal requirements.

5. Shipping Damage

For international shipments, customers should inspect the outer packaging and products upon delivery whenever reasonably possible.

If damage is visible, please document it with photographs and notify us promptly.

Responsibility for shipping damage will be determined according to the agreed shipping terms, applicable Incoterms, and relevant contractual arrangements.

We will assist customers in communicating with logistics providers when appropriate.

6. Order Cancellation

Customers should contact us as soon as possible if they wish to cancel an order.

Before Production:

Cancellation requests may be accepted before production begins. Any refund will depend on expenses already incurred, such as design work, materials, or other specifically authorized costs.

After Production Begins:

Customized orders generally cannot be canceled without potential charges for completed work, purchased materials, and other committed production expenses.

After Shipment:

Orders that have already been shipped generally cannot be canceled. Any return request will be handled according to the applicable sections of this policy.

Specific cancellation conditions may also be outlined in the quotation, pro forma invoice, or sales agreement.

7. Refund Processing

Once a refund has been approved, we will confirm the refund amount and payment method with the customer.

Approved refunds are generally processed within 7–14 business days after the refund conditions have been satisfied.

The time required for the funds to appear in the customer’s account may vary depending on the bank or payment provider.

Unless otherwise agreed, refunds will normally be issued through the original payment channel where feasible.

8. Non-Returnable Items

Unless defective, incorrectly manufactured, or otherwise required by applicable law or the sales agreement, the following products are generally not eligible for return:

  • Customized display cabinets
  • Made-to-order products
  • Products manufactured to approved drawings
  • Installed or modified products
  • Products damaged through improper handling or use

9. International Orders

For international B2B orders, customers may be responsible for customs duties, import taxes, and related destination charges unless otherwise agreed.

Shipping costs, customs fees, and other non-recoverable expenses may be excluded from refunds when legally permitted and contractually agreed.

Any special return or refund arrangements for bulk orders should be confirmed in writing before payment.

10. Contact Us

If you have questions about returns, refunds, product issues, or after-sales support, please contact our team.

Shenzhen Deyi Display Packaging Co., Ltd.

Brand: DEYI

Website: https://deyidisplay.com/

Email: cndeyi888@163.com

Phone: +86 15813899026

WhatsApp: +86 15813899026

Address: No. 55 Xiantian Road, Xinsheng Community, Longgang Street, Longgang District, Shenzhen City, Guangdong Province, China

We value long-term business relationships and are committed to resolving customer concerns fairly and professionally.