return policy

Refund & Return Policy

Effective Date: October 2026
Website: https://shenlongpack.com
Operator: Shenlong Packaging ("we," "us," or "our")

At Shenlong Packaging, we take pride in delivering high-quality custom packaging solutions. If you encounter any issues with your shipment, this Refund & Return Policy outlines the terms, eligible windows, and procedures for returning items and receiving refunds.

1. Return Window & Eligibility Conditions

To be eligible for a return and refund, your request must meet the following criteria:

  • Time Window: You must submit a return or refund claim within 30 calendar days from the date of package delivery/receipt.
  • Item Condition: Returned items must be unused, undamaged, in their original packaging, and with all original tags/labels intact.
  • Custom Orders Note: Custom-printed packaging bags produced according to approved digital proofs or pre-production samples are eligible for return or replacement strictly in cases of manufacturing defects or quality discrepancies.

2. Return Shipping Costs Allocation

Shipping fee responsibility for returned merchandise depends on the reason for return:

  • Quality Issues / Defective Items: If the return is due to a product quality issue, manufacturing defect, or wrong item sent by us, Shenlong Packaging will cover all return shipping costs.
  • Non-Quality Issues: If the return is requested for reasons unrelated to product defects (e.g., buyer ordered incorrect specifications or changed purchasing needs), the buyer is responsible for all return freight fees and logistics charges.

3. Refund Processing & Payment Channel

Once your returned goods are received at our facility and inspected for condition compliance:

  • Processing Timeline: We will inspect the returned cargo and process your refund within 3 to 5 business days of receipt.
  • Refund Method: Approved refunds will be automatically issued back to your original payment channel (e.g., PayPal, Credit Card, or Bank Wire Transfer). Depending on your bank or payment gateway, it may take additional days for the credit to reflect in your account statement.

4. How to Initiate a Return

To start a return or quality claim, please follow these simple steps:

  1. Contact our business support team at partner@shenlongpack.com with your Order ID / Invoice Number.
  2. Provide a brief description of the issue along with clear photo or video evidence (for quality claims or damages).
  3. Our team will review your claim and send you the designated return shipping address and instructions.

5. Contact Us

If you have any questions or need assistance regarding our Refund & Return Policy, please reach out to us:

  • Company Name: Shenlong Packaging
  • Email: partner@shenlongpack.com
  • Website: https://shenlongpack.com