Refund and Returns Policy

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Refund and Returns Policy

Last Updated: August 28, 2025

1. General Statement

This Refund and Returns Policy applies to all machinery and related products (“Goods”) purchased from Longdo Global by our business-to-business (B2B) clients (“Client”). Our commitment is to provide high-quality products that meet the agreed-upon specifications. This policy outlines the procedures for handling claims related to damaged, defective, or non-conforming Goods.

Please note that the terms of a mutually signed Sales Agreement, Purchase Order, or Proforma Invoice between Longdo Global and the Client shall supersede the terms of this general policy in the event of any conflict.

2. Inspection of Goods

The Client is responsible for inspecting all Goods upon delivery. Any claims for damage incurred during shipping, shortages, or visible defects must be reported to Longdo Global in writing within 10 business days of receiving the shipment.

• The report must include a detailed description of the issue, photographic and/or video evidence, and references to the relevant order numbers.
• Failure to report such issues within this timeframe may result in the claim being denied.

3. Returns for Damaged, Defective or Non-Conforming Goods

Longdo Global does not accept returns for reasons other than the Goods being damaged upon arrival, demonstrably defective in workmanship or materials, or not conforming to the specifications detailed in the Sales Agreement.

To initiate a claim, please follow these steps:

1. Contact Us: Email our sales department at sales@longdoglobal.com with the evidence gathered during your inspection. Please include your company name, invoice number, and a thorough explanation of the issue.
2. Assessment: Our technical team will review your claim. We may require additional information or diagnostics to assess the problem. We are committed to working with you to find a practical solution.
3. Remedy: Based on our assessment, we will, at our sole discretion, determine the most appropriate remedy, which may include one of the following:
   • Dispatch of Replacement Parts: For issues that can be resolved by replacing a component, we will ship the necessary parts to you with instructions for installation.
   • Technical Support: We will provide remote technical support to help resolve the issue.
   • Repair: We may authorize a repair by a local technician, or in rare cases, require the product to be shipped back for repair.
   • Replacement or Refund: A full replacement of the Goods or a refund will only be considered if the defect is major and cannot be rectified through parts or repair.

4. Conditions for Authorized Returns

If a return is deemed necessary and authorized by Longdo Global:

• We will issue a Return Merchandise Authorization (RMA) number and provide specific shipping instructions. Goods returned without a valid RMA number will not be accepted.
• The Goods must be returned in their original packaging or, if unavailable, in packaging that provides equivalent protection. The Client is responsible for properly securing the Goods for transit.
• Responsibility for return shipping costs and logistics will be determined on a case-by-case basis and will be specified in the RMA authorization.

5. Refunds

If a refund is approved, it will be processed after the returned Goods have been received and inspected at our facility.

• Refunds will be issued for the original purchase price of the Goods.
• Please note that original shipping charges, customs duties, taxes, and other import/export fees are typically non-refundable.
• Refunds will be credited back to the original method of payment (e.g., bank transfer) within a reasonable timeframe.

6. Non-Returnable Items

The following items are generally not eligible for return or refund:

• Custom-manufactured or specially configured machinery built to Client specifications.
• Consumable items and spare parts that have been used.
• Goods damaged due to improper installation, misuse, negligence, or unauthorized modification by the Client.

7. Warranty

Most issues with defective parts or workmanship are covered under our product warranty. Please refer to the specific warranty documentation provided with your purchase for detailed terms and conditions. This policy is intended to supplement, not replace, the terms of the product warranty.

8. Contact Us

To initiate a claim or for any questions regarding this policy, please contact our sales and support team.

• Email: sales@longdoglobal.com
• Address: Yusong Road, Yubei Dist., Chongqing, China