Refund Policy

Last updated: June 2026

This Refund and Return Policy applies to all purchases and orders placed with Shaanxi Filture New Material Co., Ltd. (“FILTURE“). As a manufacturer and exporter of precision-engineered sintered metal filters and titanium components, most of our products are custom-manufactured to buyer specifications. Please read this policy carefully before placing an order.

1. Custom-Manufactured Orders

The majority of FILTURE products — including sintered filter cartridges, porous components, titanium parts, and custom mesh configurations — are made-to-order based on buyer-specified dimensions, material grades, pore sizes, and tolerances.

For custom orders:

  • Orders cannot be cancelled once production has commenced.
  • Refunds are not available for products that meet the agreed-upon specifications and quality standards.
  • Buyers are responsible for confirming all technical specifications (dimensions, material, pore size, quantity) before placing an order.

2. Defective or Non-Conforming Products

We stand behind the quality of every product we ship. If items arrive defective or materially different from the confirmed specifications, we will offer one of the following remedies at our discretion:

  • Replacement: We will manufacture and ship replacement products at no additional cost.
  • Partial Refund: A partial refund proportional to the non-conforming quantity, where replacement is not practical.
  • Full Refund: If the entire shipment is non-conforming and cannot be rectified.

To initiate a quality claim, buyers must:

  • Notify FILTURE in writing within 14 days of receiving the shipment.
  • Provide photographs of the defect(s) and relevant inspection reports.
  • Retain the goods pending further inspection or return instructions from FILTURE.

3. Samples

Sample orders are generally non-refundable. If a sample does not meet your requirements, please contact us before placing a bulk order so we can adjust specifications accordingly.

4. Order Cancellation

  • Before production begins: Orders may be cancelled for a full refund within 48 hours of payment confirmation, provided production has not started.
  • After production begins: Cancellation is not permitted. If exceptional circumstances require cancellation, a cancellation fee covering material and labor costs incurred will apply.

5. Shipping Damage

FILTURE packages products carefully to industry standards. If goods are damaged in transit:

  • Document and photograph the damage immediately upon receipt.
  • Notify us within 7 days of delivery with photographic evidence.
  • We will coordinate with the freight forwarder to investigate and arrange replacement or compensation.

Risk of loss passes to the buyer upon delivery to the agreed shipping point (as defined in the sales contract — typically FOB Tianjin or FOB Shanghai).

6. Return Shipping

Returns of defective or non-conforming products must be pre-authorized by FILTURE. Unauthorized returns will not be accepted. Return shipping costs will be covered by FILTURE for verified defects; buyers bear shipping costs for returns due to ordering errors.

7. Refund Processing

Approved refunds will be processed within 10–15 business days via the original payment method (T/T bank transfer, LC, or other agreed method). Currency exchange fluctuations are the buyer’s responsibility.

8. Exclusions

This policy does not cover:

  • Products damaged due to improper installation, misuse, or exposure to conditions beyond rated specifications.
  • Normal wear and tear from operational use.
  • Dimensional variations within the agreed tolerance range.
  • Color or surface finish variations that do not affect functional performance.

9. Contact for Claims

For all refund, return, or quality claims, please contact:

Sam Young — Filtration & Sintering
Email: sam.young@filturemetal.com
WhatsApp: +86 15877694221

Please include your order number, the nature of the issue, and supporting documentation (photos, test reports) in your initial message.

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