Refund & Return Policy

Last updated: October 6, 2026

1. Order cancellations

• You can cancel an order free of charge in the back office or by emailing support@b2bsxlj.com at any time before it has shipped. The full amount (goods and shipping) is refunded.
• Once an order has shipped, it can no longer be cancelled and must be handled as a return under section 3.

2. Damaged, defective, wrong or lost items

• Report the problem within 7 days of delivery, with the order number and photos of the item, packaging and shipping label.
• We will, at your choice, ship a free replacement or issue a full refund of the goods and shipping. Small defects may be resolved with a replacement part or a partial refund if you agree.
• We may ask for the item to be returned, using a prepaid label we provide, or for it to be disposed of locally — you will not pay return shipping for these cases.
• If tracking shows no delivery progress for 10 business days, or the carrier confirms the parcel lost, we will reship or refund in full.

3. Returns of non-defective items

• Items can be returned within 30 days of delivery if they are unused, unassembled and in their original packaging.
• Request a return authorisation (RMA) in the back office or by email first, then ship the item to the local US or EU return address we provide. Returns sent without an RMA may not be accepted.
• Once the warehouse receives and inspects the item, we refund the wholesale price of the goods. Original shipping and return shipping are not refunded, and a restocking fee of up to 15% may apply to oversized furniture.
• Not returnable unless defective: items that have been used or assembled, custom or made-to-order products, and items sold as clearance or final sale (marked in the back office).

4. Your end customers' returns

When your own customer returns an item, you may give them our local return address under an RMA, so the item goes back to the nearest warehouse rather than overseas. The refund you receive from us follows sections 2 and 3 above; the refund you give your customer is set by your own store policy and the rules of the marketplace you sell on.

5. Membership fees

• Monthly plans — you can cancel at any time and you will not be charged again. The current month is not refunded, and your membership benefits continue until the end of that month.
• Annual plans — you can request a full refund within 14 days of the initial purchase or of an automatic renewal. After 14 days, annual fees are non-refundable, but you can cancel to stop the next renewal and keep your benefits until the end of the term.
• If we end your membership without cause, we refund the unused portion of the fee pro rata.

6. Prepaid balance

Unused prepaid balance can be withdrawn at any time on request, or is refunded automatically when your account is closed, less any amounts you owe us. Refunds go back to the original payment method where possible, or by bank transfer.

7. How and when refunds are paid

• Approved refunds are processed through Stripe to the original payment method within 5 business days of approval (for returns, once the warehouse has inspected the item).
• Your bank or card issuer usually takes a further 5–10 business days to show the refund on your statement.
• Refunds are made in the currency of the original charge (USD or EUR). We are not responsible for exchange-rate differences or bank fees.

8. Disputes and chargebacks

If something is wrong with an order or charge, please contact us first at support@b2bsxlj.com — we aim to resolve every case within 3 business days. Filing a chargeback without contacting us may delay resolution and may result in your account being suspended while the dispute is open.

9. Contact

Shanxi Blue Whale E-commerce Ltd (B2BSXLJ)
30 N Gould St Ste R, Sheridan, WY 82801, United States
Email: support@b2bsxlj.com

This address is for correspondence only. Please do not send returns to it — use the local warehouse return address provided with your RMA.