Return & Refund Policy

Return & Refund Policy

To ensure a safe and reliable purchasing experience, Shenzhen Maxentrop Technology Co., Ltd. provides a transparent and fair Return & Refund Policy for all customers.

This policy applies to wholesale, OEM, and ODM orders of TWS earbuds. As a leading wholesale TWS earbuds supplier, we aim to make your cooperation with Maxentrop simple, trustworthy, and risk-free.

1. Eligibility for Return

  • Timeframe: Returns or exchanges are accepted within 30 days of delivery.
  • Condition: Items must be unused, with all original packaging, accessories, labels, and gifts intact.
  • Scope: Applies to both wholesale and OEM/ODM orders. Customized items are non-returnable unless defective.
  • Defective Products: For faulty or damaged goods, please contact us within 7 days with supporting photos/videos and your order number.

2. Return & Exchange Process

  1. Submit Request — Contact us via the Contact page or email sales@maxentrop.com with your order details and issue description.
  2. Approval & RMA Number — We will review your request within 1-2 business days and provide a return address and RMA number.
  3. Ship Back — Pack the product securely, mark the RMA number clearly, and ship using a traceable service.
  4. Inspection & Confirmation — After inspection, we will proceed with the refund or replacement.
  5. Exchange Delivery — Replacements will be shipped for the same or equivalent model (depending on availability).

3. Cancellation & Refunds

  • Before Shipment: You may cancel unshipped orders for a full refund (minus payment processor fees, if any).
  • After Shipment: Refunds are processed within 5-7 business days after we receive and verify the returned product.
  • Refund Method: Refunds are issued to the original payment account. Processing time depends on your bank or payment provider.

4. Duty, Tax & Shipping Fee

  • Customer-Initiated Returns: Return shipping and customs fees are the customer’s responsibility.
  • Quality-Related Returns: Maxentrop covers reasonable return shipping costs (with proof).
  • Refusal of Delivery: Customers are responsible for customs or storage charges caused by refusal to receive goods.

5. Exceptions & Non-Returnable Items

  • Customized items (engraved logos, private packaging, firmware, or app customization) are not returnable unless defective.
  • Items damaged by misuse, unauthorized repair, or normal wear are not eligible for return.
  • Clearance or special-sale products marked “non-returnable” are excluded from this policy.

6. Contact Us

Email: sales@maxentrop.com
WhatsApp: +86 157 1199 8589
Address: Room 401, Zhongsi Garden, Nanwan Sub-district, Longgang District, Shenzhen, Guangdong, China