Refund Policy

FU-WANG Ceramics is committed to ensuring customer satisfaction and transparency in all purchases. This Refund Policy applies to all online customers purchasing FU-WANG tiles

1. Eligibility for Refund

A customer may request a refund under the following conditions:

1.1 Wrong Product Delivered

If the customer receives tiles or items different from what was ordered, FU-WANG Ceramics will:

• Verify the mismatch
• Approve a refund or replacement

Wrong product claims must be reported before unloading or immediately after delivery.

1.2 Manufacturing Defects

If the customer identifies clear manufacturing defects, such as:

• Surface cracks
• Color shade issues (from the same batch)
• Uneven sizes
• Printing or glazing errors

A refund may be issued after inspection by FU-WANG’s quality team.

1.3 Out-of-Stock Situation

If a customer pays for a product that becomes unavailable, FU-WANG Ceramics will:

• Offer alternative options
• OR issue a full refund immediately if no alternative is accepted.

2. Non-Refundable Conditions :

Refunds will not be provided in the following cases:

• Tiles that have already been cut, installed, or partially used
• Damages caused by customer mishandling, improper storage, or site conditions
• Color variation between different batches if not reported before installation
• Tiles damaged after unloading
• Excess tiles leftover after project completion
• Products bought during clearance/discount sales (unless defective)

3. Refund Process for Approved Cases

Once a refund is approved, the following steps will apply:

3.1 Product Return

• The customer must return the product to the FU-WANG Factory or nearest Dealer Point.
• Return transportation cost will be borne by the customer, unless FU-WANG delivered the wrong product.

3.2 Quality Verification

Upon receiving the returned items:

• FU-WANG’s quality team inspects the tiles
• If verified, the refund process begins

3.3 Refund Timeline

Refunds will be processed within:

• 3–7 working days for mobile banking
• 5–10 working days for bank transfer

Refund method will match the original payment method whenever possible.

4. Refund for Online Orders (Special Conditions)

For online purchases:

4.1 Prepaid Online Orders

If a refund is approved:

• Money will be returned to the customer’s mobile banking or card used for payment.

5. Cancellation Policy

• Orders may be cancelled before dispatch with a full refund.
• Once dispatched or in transit, cancellation is not allowed; the customer must follow the return procedure.

6. Complaint Submission Window

Customers must report any product-related complaint within:

• 48 hours of delivery for damage/quality issues
• 7 days of purchase for factory defects (before installation)

Complaints made after installation will not be eligible

7. Contact for Refund Support

All refund requests must be submitted through:

FU-WANG Ceramics Customer Care
☎ Hotline / WhatsApp / Email (as shown on website)

Required information:

• Customer name
• Order ID / Invoice number
• Photos/videos of the issue
• Reason for refund request

8. Final Decision Authority

FU-WANG Ceramics reserves the right to make the final decision on refund approvals after completing product verification.