Shipping and return policy

We hope you enjoy Xinpuguang's online shopping experience. Please read below to learn more about our shipping and return policy.

 

Cancel order

We accept order cancellation before the product is shipped. If the order is cancelled, you will get a full refund. If the package of the order has already been delivered, then we will not be able to cancel the order.
If you need to cancel the order, please contact us at b2c5@isolarpartner.com and indicate in the email: Cancel the order.

 

Order processing

Processing time may take 1-3 business days.
Prepare the time required for your items to be shipped from our warehouse. This includes preparing your items, performing quality checks, and shipping packaging.
shipping time
If your country has our warehouse and stocks, depending on your distance, the time for you to collect the goods will probably be 3-10 days. The goods sent by xinpuguang will usually arrive within 30 days.
If you still have not received your item after this time, you are eligible for a full refund after we negotiate with the carrier and investigate.

Note: The delivery time mentioned above refers to the expected working days after the order is shipped. Working days do not include Saturday/Sunday and any public holidays. These estimates are based on normal conditions and delivery time cannot be guaranteed. We are not responsible for delivery failures or delays due to any force majeure events (such as natural disasters, severe weather, wars) and any other events beyond our direct control (such as public holidays and customs issues).
A full refund cannot be made in the following cases:
1. Delays caused by incorrect or incomplete delivery information provided by the buyer;
2. Delivery delays due to force majeure events such as natural disasters, inclement weather, wars, etc.;
3. Any uninsured orders that are lost or stolen;
4. Delivery delays caused by any other reasons beyond xinpuguang's control, such as public holidays and customs issues.
We will not be able to provide free shipping for remote islands belonging to the country. If you are a remote island belonging to the international community, please contact us when you place an order.

 

Return to DOA (Death on Arrival) item

If the item arrives damaged, please contact us within 14 days of the delivery date and follow the 3-day product guarantee procedure.
If the value of the item is high, we may ask you to return it. Please include all accessories such as cables, chargers, and batteries in the returned package. If accessories or components are missing, we will ask you to pay for it. The return shipping fee will be borne by us.
Return defective items
We will do our best to ensure that the products shipped to customers are in the best condition. If your product is defective, please provide us with the following proof:
-This clause does not include products with specific warranty clauses and damage caused by improper use of the product.
Front and back photos of the package or box;
Part of the shipment note (if applicable);
Photos or videos of defective items;
Photos or videos and a detailed description of the problem;

Return unsatisfactory products
If you are not satisfied with the purchased product and the product is still in a brand new condition, we can arrange a partial refund and you will be responsible for paying the return shipping fee.
Must meet the return conditions; your item must be unused and in the same condition as when you received it. It must also be in the original packaging. The product and its packaging and accessories must be intact. If the unpacking marks are serious, the product is damaged or scratched, and the various accessories and manuals in the package are lost, we will not refund you.
If you need to return the goods, please pick up the package first. Then contact our customer service email: b2c5@isolarpartner.com to obtain the return label; we do not accept return packages without a return label.
Please note that if you reject the product directly, you may deduct the double return shipping fee from the final return.
notes

Customized orders or personalized products are not entitled to returns and refunds.
More than 15 days, it is not a product quality problem, and we do not accept returns and refunds requested by customers.
If there is a quality problem within 15 days, we will give you a refund or a one-time free exchange after receiving the goods.
For quality issues over 15 days, the warranty policy applies.

 

Refund (if applicable)

After receiving and checking your return, we will send you a receipt notice via email. We will also notify you to approve or reject your refund. If you are approved, we will process your refund and automatically apply the credit limit to your credit card or original payment method within 15 days.

 

Delayed or lost refund (if applicable)

If you have not received a refund, please check your bank account and payment account again.
Then contact your credit card company and payment company, it may take some time for your refund to be officially released. Next contact your bank. There is usually some processing time before refunds. If you have completed all of these actions but have not received a refund, please contact us at b2c5@isolarpartner.com.

If you have any questions, please feel free to contact us at b2c5@isolarpartner.com.

Here are some further suggestions and important tips:
-Keep all packaging materials and shipping notes, which may be necessary to process your return request;
-After returning the product, please send us a copy of the waybill number and shipping receipt; if we cannot receive this information, we will have to wait until the product arrives in our warehouse.
-The refund will be arranged according to the same payment method you used to place this order. All intermediary fees and bank fees are borne by the client;
-If you find the package is broken or opened, you can refuse to sign for it. Accepting broken or damaged packages may affect your return request;
-We can arrange a refund or replacement of the product after receiving the defective item;
Please describe in your email:
Your order number;
Product ID or name and quantity;
A brief description of the problem with the product;
Xinpuguang reserves the right to make changes and/or improvements to this policy. Any changes will be updated in the relevant section of the forum or our help center.