Refund and Returns Policy

1. Scope of Application

Applicable to B2B buyers (wholesalers, distributors, contractors) purchasing via SUCA official channels, trade shows, agents, or OEM/ODM partnerships. Markets include EU, USA, Canada, and other Western regions, compliant with local regulations (e.g., EU Consumer Rights Directive, US Magnuson-Moss Warranty Act).

2. Return Eligibility & Conditions

A. Returnable Scenarios

B. Non-Returnable Scenarios

• Customized products (OEM branding, special specifications)
• Consumables (batteries, blades), used/dismantled items
• Damage caused by buyer’s improper storage/operation
• Products purchased from unauthorized channels

3. B2B Return Process

Step 1: Submit Request

Contact SUCA Global B2B Support:
Email: b2b-support@suca-tools.com (English/Spanish/French)
Phone: +86-XXX-XXXX-XXXX (UTC+08 9:00-18:00)
Required info:

• Order number (e.g., SUCA-202503-XXXX)
• Commercial Invoice scan
• Issue description + evidence (photos/videos/test reports)

Step 2: Approval & Authorization

• 2-business-day review; approved requests receive RMA (Return Merchandise Authorization) number + return address (priority to EU/US local warehouses).
• Shipping Liability:
  • Quality/incorrect items: SUCA covers the two-way shipping fees (use designated carriers).
  • Other cases: Buyer bears return shipping costs.

Step 3: Return & Inspection

• Products must be in original packaging with complete accessories and attached RMA form.
• SUCA lab completes inspection within 5 business days and issues Quality Analysis Report.

4. Refund & Replacement Options

5. B2B Warranty Policy

• Key Terms:
  • 2-year warranty (1 year longer than retail), covering motors, batteries, and core components.
  • Batch Order Warranty: 5% sample inspection for bulk orders, paid by SUCA.
• Claims Process: Submit Warranty Application + product SN code + repair records within 10 days of failure.

6. OEM/ODM Special Terms

• Custom Products: Acceptance criteria must be specified in contracts; no returns for confirmed samples.
• IP Rights: SUCA’s designs/tools remain buyer’s property; no unauthorized disclosure.

7. Dispute Resolution

• Negotiation: 90% of disputes resolved by SUCA team within 48 hours.
• Arbitration: Disputes submitted to CIETAC, governed by UN Convention on Contracts for the International Sale of Goods (CISG).

8. Compliance & Certifications

• Quality Compliance: CE, ROHS, UL, CSA certifications available; provide COC (Certificate of Conformity).
• Documentation Support: Free 原产地证 (Form E/Form A), packing list, test reports for customs clearance.

9. Contact Us

Working Hours: 9:00–18:00 EST / 9:00–18:00 CET

USA Office: SUCA USA Inc., 123 Business Rd, Los Angeles, CA 90001

EU Office: SUCA EU BV, Utrechtseweg 100, 3526 BL Utrecht, Netherlands