Page URL：https://safety‑match.com/refund_returns/ Contact Email：[email protected] Last updated: November 2026

This Refund and Returns Policy applies to all B2B wholesale, OEM & ODM matchbox orders from Lonram Match (Safety‑Match), factory‑direct supplier of custom safety matches in Anyang, China.

Overview

Most of our orders are custom‑manufactured matchboxes made according to buyer‑approved artwork, specifications and samples. Custom / private‑label goods are generally non‑returnable and non‑refundable once production commences.

Returns & claims will only be considered for verified manufacturing defects or goods that significantly deviate from the pre‑approved sample. Claims must be submitted in writing with photo/video evidence within 14 calendar days upon receipt of cargo. We cannot accept returns due to change‑of‑mind, overstock, slow sales, buyer‑submitted wrong design or improper storage after arrival.

Stock non‑custom standard safety matches follow limited return conditions: goods must remain unused, unopened and in original factory packaging.

Non‑Returnable Situations

1. All finished custom‑printed / branded OEM & ODM matchbox orders after production starts.
2. Goods fully conforming to the pre‑confirmed sample, artwork and specifications.
3. Products damaged caused by improper storage, mishandling, moisture or accidents during transit (please file claim with freight carrier for transit damage).
4. Minor visual differences within normal printing & manufacturing industry tolerances.

Claim & Refund Process

1. Send email to [email protected] with your PO / invoice number, detailed description, photos and video evidence of the issue within 14 days after receiving shipment.
2. Our QC team will review your claim within 2‑3 working days. We may request further supporting materials for verification.
3. If your claim is validated as factory‑side manufacturing defect, available resolutions include partial credit, discount compensation or re‑production of defective quantity, which will be mutually agreed by both parties.
4. Refund, if agreed, will be processed via original T/T payment method. Bank processing time may take 5‑10 working days.

We do not accept unauthorized returned shipments. Please wait for our written authorization before sending any goods back. Unauthorized returns will be rejected.

Shipping for Returns

If return shipment is mutually agreed, buyer covers all return freight cost. Original shipping expense for your bulk order is non‑refundable.

Shipping Damage Notice

Damage occurred during sea / air transport shall be claimed by buyer against freight forwarder or insurance provider. We will provide all required factory documents to support your claim.

Contact

For questions about refunds, returns or quality claims: Email: [email protected] Website: https://safety‑match.com