Effective Date: January 1, 2026

1. Introduction

Welcome to CISKO NEW MATERIAL. This Refund and Returns Policy governs all purchases of engineering plastic products (including PEI and PP resins) from our website (pp-pei.com) or through direct sales channels. By placing an order, you agree to the terms below.

2. Inspection and Acceptance

• Inspection at Delivery: You are responsible for inspecting the goods immediately upon delivery (at the carrier’s vehicle tailgate/nozzle).
• Reporting Issues: Any damage, shortage, quality defect, or wrong product must be reported before unloading by:
  • Taking clear photos/videos of the issue.
  • Noting any visible damage on the delivery receipt.
  • Contacting us immediately via email: info@pp-pei.com.
• Acceptance: Once the goods are unloaded from the delivery vehicle, they are considered irrevocably accepted. No claims for damage, shortage, or quality will be accepted after unloading.

3. Non-Returnable Items

The following products are non-returnable and non-refundable:

• Branded raw materials (SABIC Ultem PEI, Valiant PEI, Hanwha TotalEnergies PP compounds) – unless proven defective.
• Custom compounded materials (e.g., special glass fiber percentages, color-matched grades, flame retardant formulations).
• Cut, repacked, or partially used quantities.
• Materials that have been stored improperly (e.g., exposed to moisture, heat, or contaminants).

4. Defective Material Claims

• Reporting Window: Within 7 calendar days of delivery.
• Required Evidence: Batch/lot number, photos/videos clearly showing the defect, and a copy of our COA (Certificate of Analysis) for the same batch.
• Review Process: We will investigate the claim within 5 business days. If the defect is confirmed, we will offer a replacement of equal value (subject to availability) or a full refund.
• Return Shipping: For confirmed defects, we will arrange return logistics and bear the shipping cost. For unconfirmed claims, the buyer pays all return shipping costs.

5. Order Cancellations and Changes

• Before Shipment: You may cancel an order only if we have not yet processed it for shipment. A cancellation fee of 10% of order value may apply.
• After Shipment: Orders already shipped cannot be cancelled or refunded, except for defective material claims as described above.
• Custom Orders: Any custom compounded or special-order product is non-cancellable and non-refundable once production has begun.

6. Refunds

• Approved Refunds: Processed within 10 business days of our approval, via the original payment method (T/T, PayPal, Alipay).
• Partial Refunds: For partial shortages or quality deviations agreed upon by both parties, a pro-rated refund may be issued.
• No Restocking Fee: Because we accept returns only for defective materials, no restocking fee applies.

7. Shipping Discrepancies

• Shortages: Must be reported within 3 business days of delivery, supported by a signed delivery receipt and weight/quantity evidence.
• Over-shipments: Please notify us immediately; we will issue a return label for the excess quantity at our cost.

8. Contact for Returns

For any return, defect claim, or inspection dispute, contact:
Email: info@pp-pei.com
Phone: +86 13538114678
Include your order number, product SKU, batch number, and clear evidence.