Effective date: October 12, 2026
Last updated: October 12, 2026
This Returns and Refunds Policy explains the general procedures for products supplied by Hangzhou Xuhong Technology Co., Ltd. (“Xuhong Technology,” “we,” “us,” or “our”).
Because we primarily supply industrial products to business customers, return eligibility and available remedies depend on the product condition, technical issue and written terms of the applicable quotation, pro forma invoice, order confirmation or sales contract. Specifically agreed written terms take priority over this general policy.
1. Review Products Before Ordering
Customers must confirm the complete manufacturer model number, suffix, revision, dimensions, interface, pin assignment, voltage, backlight, brightness, operating temperature, viewing direction, touch configuration and other technical requirements before approving an order.
Compatibility must not be determined solely by screen size, resolution, connector appearance or a similar model number. We recommend reviewing the current manufacturer datasheet, mechanical drawing and product label before purchasing.
2. Inspection After Delivery
Customers should inspect products promptly after delivery and before installation, modification or production use.
The inspection should include:
- shipping carton and protective packaging condition;
- delivered quantity;
- manufacturer and complete model number;
- product labels and visible physical condition;
- connector, interface and mechanical dimensions; and
- basic functional testing where appropriate.
Any visible shipping damage, quantity discrepancy, incorrect model or other apparent issue should be reported within the inspection period stated in the applicable transaction documents.
3. Return Authorization Required
Products must not be returned without our prior written authorization. Please contact us to request a Return Merchandise Authorization (“RMA”) before sending any product back.
Unauthorized returns may be refused, delayed or returned to the sender at the sender’s expense.
4. Information Required for an RMA Request
To help us evaluate a return request, please provide:
- company name and contact information;
- quotation, invoice or order number;
- complete product model and quantity affected;
- product and packaging photographs;
- a clear description of the problem;
- test conditions, equipment and results;
- serial numbers, date codes or label photographs where available; and
- video or other technical evidence where reasonably requested.
We may request additional information or remote troubleshooting before authorizing a return.
5. Products Eligible for Review
A return, replacement, repair, credit or refund may be considered where verification shows that:
- the delivered model does not match the confirmed order;
- the delivered quantity is incorrect;
- the product had a verified defect when delivered;
- the product materially fails to meet specifications expressly confirmed in writing; or
- we otherwise agree in writing to accept the return.
Submitting a request does not automatically guarantee that a return or refund will be approved.
6. Non-Returnable Products
Unless otherwise required by applicable law or agreed in writing, the following products generally cannot be returned because of a customer change of mind, ordering error or compatibility error:
- customized, modified, programmed or specially manufactured products;
- products procured specifically for the customer;
- obsolete, discontinued or specially allocated products;
- products with removed, altered or unreadable labels;
- products that have been installed, soldered, bonded, cut or modified;
- products damaged by incorrect handling, storage, voltage or installation;
- products damaged by electrostatic discharge, contamination or moisture;
- products operated outside published specifications; and
- products returned incomplete or without their original protective materials.
7. Customer Ordering Errors
If a customer orders an incorrect model, quantity or specification, we may review a return request at our discretion before the products are used or modified.
If accepted, the customer may be responsible for original freight, return freight, inspection expenses, banking costs, customs charges, loss in product value and a reasonable restocking charge disclosed during the return review.
8. Shipping Damage
If external packaging is visibly damaged at delivery, the customer should record the damage with the carrier, photograph the unopened shipment and retain all packaging materials.
Shipping damage claims are subject to the agreed shipping terms, transfer of risk, insurance coverage and carrier procedures. Please also review our Shipping and Delivery Policy.
9. Technical Evaluation
Returned products may be inspected and tested to determine the cause of the reported problem. Evaluation may include checking product labels, appearance, electrical characteristics, interface conditions and evidence of installation or misuse.
If testing shows that the product is functioning normally or that damage resulted from circumstances outside the applicable warranty, the customer may be responsible for testing, handling and return-shipping costs.
10. Approved Remedies
After verification, an approved remedy may include, as appropriate:
- technical support or corrective instructions;
- repair;
- replacement with the same model;
- replacement with an agreed equivalent model;
- account credit; or
- a partial or full refund.
The appropriate remedy will depend on product availability, the nature of the issue, manufacturer policy and the applicable written transaction terms.
11. Refunds
Approved refunds will normally be issued using the original payment method or another method agreed in writing. Bank charges, currency-conversion differences and non-refundable third-party costs may be deducted where permitted and previously disclosed.
Refund processing begins after the returned products have been received, inspected and approved. Processing time may vary according to the payment method, bank and transaction circumstances.
12. Return Shipping and Customs
The party responsible for return freight, insurance, customs declarations, duties and related costs will be determined according to the reason for return and the applicable written terms.
Customers must follow the provided return instructions. Incorrect customs declarations or shipment to an unauthorized address may result in delay, additional costs or refusal of the shipment.
13. Packaging Returned Products
Returned products must be securely packed using suitable antistatic and protective materials. Whenever possible, use the original packaging.
The customer is responsible for damage caused by insufficient packaging during return transportation where the return risk rests with the customer.
14. No Consumer Cooling-Off Right for Business Orders
Our Website primarily supports business-to-business inquiries and negotiated industrial product orders. Consumer cancellation or cooling-off rights may not apply to business purchases, customized products or products supplied under negotiated commercial terms.
Nothing in this policy limits any mandatory rights that cannot lawfully be excluded under applicable law.
15. Relationship to Warranty
A request involving an alleged product defect may also be governed by the applicable warranty terms. Return authorization does not itself confirm that a defect is covered by warranty.
16. Contact Us
To request an RMA or ask a question about a return, please contact:
Hangzhou Xuhong Technology Co., Ltd.
Email: market@hzxuhong.com
Telephone: +86-18157128672
Address: A402, No. 8 Xiyuan 9th Road, Xihu District, Hangzhou, Zhejiang, China
Contact page: https://www.auo-lcd.com/contact/
