Last Updated: April 2025
1. Important Note About Our Business Model
SourcePilot Global operates as a sourcing agent connecting buyers with Chinese manufacturers—we are not a traditional e-commerce retailer. Therefore, our returns and refund policies differ significantly from typical online stores. Each return or refund request is evaluated individually based on the circumstances, timing, and evidence provided. This policy outlines our general practices and guidelines.
2. Pre-Shipment Quality Issues
If our quality control (QC) inspection identifies defects or non-conformance before goods are shipped:
- The factory is required to rework or replace the defective items at no additional cost
- A new QC inspection is conducted on reworked goods
- If quality issues persist and are unacceptable, the client may reject the entire batch
- If a batch is rejected due to factory quality failure, SourcePilot Global will request a full refund of the deposit from the factory and refund the client accordingly
This option gives clients final approval before any goods leave the factory. We will not ship goods that fail QC without explicit client authorization.
3. Post-Shipment Quality Issues
For quality issues discovered after goods are received:
- Reporting Deadline: Claims must be reported to SourcePilot Global within 7 business days of delivery with photographic or video evidence
- Investigation: We investigate the claim with the factory (typically 5-10 business days)
- Possible Resolutions:
- Factory rework or replacement shipment at factory's expense
- Partial refund negotiated with factory
- Credit toward a future order
The resolution depends on the severity of the defect, factory liability, and factory willingness to remedy the issue. SourcePilot Global acts as a mediator but cannot force factories to accept liability beyond industry standards.
4. Sample Orders
Regarding product samples:
- Sample Costs: Non-refundable. Samples represent actual production costs and quality evaluation fees.
- Sample Shipping: Non-refundable. Shipping costs are incurred and cannot be recovered.
- Sample Credit: On a case-by-case basis, sample costs may be credited toward a subsequent bulk order, subject to negotiation and minimum order quantity requirements.
5. Service Fee Refunds
SourcePilot Global charges sourcing service fees for supplier matching, quotation compilation, price negotiation, and logistics coordination. These fees are non-refundable once the work has been performed. However:
- If we are unable to locate suitable suppliers meeting your specifications and budget after a reasonable search period, service fees may be partially refunded at our discretion
- Refunds will be determined on a case-by-case basis
6. Shipping Damage
In the event goods are damaged during transit:
- The buyer must inspect goods immediately upon delivery and document any damage with photos or video
- Damage claims must be filed with the shipping carrier within their claim window (typically 3-7 days)
- SourcePilot Global can assist with claim documentation but cannot guarantee claim approval
- Shipping damage liability rests with the carrier and their insurance, not SourcePilot Global
- We strongly recommend purchasing shipping insurance to cover potential transit damage
7. Cancellation Policy
Refund eligibility depends on the order stage:
- Before Production Starts: Order may be cancelled for a full refund minus any sampling costs or sourcing fees already incurred
- During Production: Deposit is non-refundable; remaining balance is not charged if order is cancelled, but client must arrange product storage or return to factory (at client expense)
- After Production, Before Shipment: No refund on produced goods; client may arrange product pickup, storage, or accept shipment as planned
8. Dispute Resolution Process
If you believe you are entitled to a refund or return, follow this process:
- Step 1 — Contact: Email SourcePilot Global with your order reference number, detailed description of the issue, and supporting evidence (photos, videos, inspection reports)
- Step 2 — Investigation: We investigate the claim with the factory and gather their response (typically 5-10 business days)
- Step 3 — Proposal: We propose a resolution based on findings and factory liability
- Step 4 — Resolution or Escalation: If both parties agree to the proposal, we proceed with the resolution. If unresolved, we may escalate to third-party mediation or arbitration as outlined in our Terms of Service
9. Exclusions From Refunds
SourcePilot Global is not obligated to issue refunds for the following:
- Change of mind or buyer's remorse after production has begun
- Delays caused by customs procedures, inspections, or clearance issues
- Products that meet the agreed specifications and quality standards at time of QC inspection
- Quality or defect claims submitted more than 30 days after delivery
- Claims lacking supporting evidence (photos, inspection documentation)
- Disputes caused by the buyer's non-payment or failure to meet agreed deadlines
10. Contact for Claims
To submit a return or refund claim, email us at:
Email: HS@han-sphere.com
Required Information:
- Order reference number
- Detailed description of the issue or defect
- High-quality photos or videos showing the problem
- Any relevant inspection reports or documentation
- Preferred resolution (refund, replacement, credit, etc.)
Claims submitted without sufficient documentation may be delayed or denied. The more evidence you provide, the faster we can assist you.