Returns & Refunds Policy / 退换货与退款政策
Last updated / 更新日期：2026-04-28
1. Overview / 政策概述
EN: We want you to have a clear and fair experience. Because many items we sell are food & beverage ingredients and/or samples, returns are managed under an approval process to protect quality and traceability.
中文：我们希望为你提供清晰、公平的购物体验。由于我们销售的部分产品属于食品/饮料配料及样品，为保障质量与可追溯性，退货通常需要先行审核批准。
2. Return authorization required / 退货需事先批准
EN: All return requests must be approved before you send products back or destroy any product. Returns are generally issued as store credit unless otherwise pre-authorized. In some cases, a refund to the original payment method may be available (if applicable and approved).
中文：所有退货申请必须先获得批准，再寄回或处理销毁。退货通常以账户余额/店铺积分（store credit）形式处理；如经预先批准且符合条件，亦可能退回至原支付方式（如适用）。
3. Time limits / 时限要求（非常重要）
- EN: Credit/return claims must be made within 48 hours of receiving goods (subject to approval).
- 中文：收货后如需申请退换/补偿，请在 48 小时内提出（需审核批准）。
- EN: We strive to process credits for approved returns within 14 days (credit applied to your account, or refund to your credit card if applicable).
- 中文：经批准的退货，我们通常在 14 天内完成处理（计入账户余额，或在适用情况下退回信用卡）。
4. Return eligibility / 可接受退货的条件
EN: To be eligible for return, products must meet all of the following:
- Product is in resalable condition (unopened/unused where applicable).
- No price labels attached.
- Expiry/best-before date remains greater than 60 days (if the product had at least 60 days shelf life when originally shipped).
- We were notified in advance of your intent to return, and the return is approved.
- Product is not discontinued from our standard offering at the time of return.
中文：满足以下条件的产品才可申请退货：
- 产品处于可二次销售状态（如适用，需未开封/未使用）。
- 产品包装上无价格标签等额外贴纸。
- 如产品在发货时保质期≥60天，则申请退货时剩余保质期需仍大于60天。
- 已提前通知我们并获得退货批准。
- 退货时该产品未从我们的常规产品线下架/停产。
5. Not accepted / 不接受退货的情形
EN: We generally do not accept returns for:
- Overstock or buyer’s inventory management issues.
- Buyer-initiated discontinuations.
- Dated product received with a valid best-before date.
- Short ship claims after an order has been signed for and received in good condition.
- Any product kept longer than 14 days.
- “Taste preference” reasons (we cannot guarantee credit if a product does not suit personal taste).
中文：以下情况通常不接受退货：
- 买方库存积压/订货计划导致的多买。
- 买方自行下架/停止售卖的原因。
- 收到的产品仍在有效保质期内（无质量问题）的临期/日期类争议。
- 签收确认无异常后，再提出的短少件（short ship）索赔。
- 产品在买方处存放超过 14 天。
- 仅因“个人口味不喜欢”等主观原因。
6. Quality issues (before best-before date) / 质量问题（保质期内异常）
EN: If a product becomes unfit for use before its best-before date (e.g., mouldy or discoloured), we may be able to process a credit if:
- Product was stored appropriately, and
- You provide photos, best-before dates, and batch codes (if available) for investigation.
中文：如产品在保质期内出现不适合使用的情况（如发霉、变色等），在满足以下条件时我们通常可协助处理：
- 产品存储条件符合要求；
- 提供照片、保质期信息、批号（如有）等用于追溯与调查。
7. Damaged or lost in shipping / 运输途中破损或丢失
EN: Damage claims must be made within 48 hours of receipt, and photos must be provided. Please inspect shipments before signing the waybill:
- If cartons: count cartons and check visible damage; note issues with the driver and paperwork.
- If pallets: inspect shrink wrap and check for tampering/damage before signing.
中文：如运输导致破损，需在收货后 48 小时内提出并提供照片。签收前请检查：
- 如为纸箱包裹：核对箱数并检查外箱破损；如有异常请当场备注并告知司机，同时通知我们。
- 如为打托缠膜：检查缠膜是否破损/被拆封，托盘内箱体是否受损；如有异常请当场备注并通知我们。
8. Shelf life guarantee / 保质期保证
EN: We guarantee that non-perishable/shelf-stable products will have at least 60 days shelf life unless otherwise indicated.
中文：除非另有说明，我们保证常温稳定（非易腐）产品发出时至少剩余 60 天保质期。
9. How to request a return / 如何申请退货（流程）
- EN: Email us at [[email protected]] within the applicable timeframe with your order number, product name, quantity, reason, and photos (if relevant).
- 中文：在规定时限内发送邮件至 [[email protected]]，提供订单号、产品名称、数量、原因及相关照片（如适用）。
- EN: Wait for approval and instructions (return address/RMA, whether return shipping is required, etc.).
- 中文：等待审核结果与操作指引（退货地址/RMA、是否需要寄回、运费责任等）。
- EN: After inspection/verification, we will issue store credit or an approved refund within the stated processing time.
- 中文：经核验后，我们将按政策发放店铺余额或经批准的退款，并在规定时间内完成处理。
10. Policy updates / 政策更新
EN: We reserve the right to update this policy at any time. The version in effect at the time of your purchase will generally apply, unless changes are required by law or for security/fraud prevention.
中文：我们保留随时更新本政策的权利。通常以你下单时生效的版本为准，除非法律要求或出于安全/反欺诈需要进行调整。