B2B Refund Policy for Veterinary & Pet Equipment Orders

Because product specifications, quantities, customization requirements, inspection arrangements, shipping terms and commercial conditions vary by order, returns and refunds are available only when they are expressly provided for in the applicable sales contract or subsequently agreed to by ClearSight in writing.

Last Updated: July 28, 2026

Important Notice

This page provides a general framework for handling eligible refund and return requests. It does not create an automatic right to cancel an order, return a product or receive a refund.

The applicable signed sales contract and other written order agreements determine whether an order qualifies, the required notice period, the supporting evidence, the allocation of costs, the available resolution and the refund processing schedule.

If this policy conflicts with an applicable signed contract or written order agreement, the signed contract or written agreement will take priority.

1. Scope and Eligibility

This policy applies only to B2B orders that contain an express return, refund or claims provision in the applicable signed sales contract or other written order agreement.

An order is not automatically eligible for return or refund solely because:

• The buyer changes its purchasing plan;
• The buyer no longer requires the product;
• The buyer selects an unsuitable specification, configuration or quantity;
• The buyer experiences a change in local market conditions;
• The product does not meet an expectation that was not included in the confirmed specifications or contract.

Orders without an express contractual refund or return provision are not eligible under this policy unless ClearSight agrees to an exception in writing.

2. Contract Terms Control

The applicable contract or written order agreement determines matters including:

• Whether the order is eligible for a refund or return;
• The period for submitting a claim;
• The required documents and supporting evidence;
• The applicable inspection or acceptance standards;
• Whether the product must be returned;
• The return destination and shipping arrangements;
• Responsibility for freight, insurance, customs duties, taxes, banking charges and handling costs;
• The available corrective action or commercial resolution;
• The approved refund amount, currency and payment method;
• The refund processing schedule.

Buyers should review the relevant contract and confirmed order documents before submitting a request.

3. How to Submit a Refund or Return Request

An eligible buyer must submit the request within the period specified in the applicable contract.

Formal requests should be sent by email to:

chengguanaurora@163.com

The request should include:

• Buyer and company name;
• Contract, quotation, invoice or order number;
• Product name, model and quantity;
• Date of delivery or receipt;
• Date the reported issue was identified;
• A clear description of the issue;
• The relevant contract provision;
• Photographs, videos, inspection records or other supporting evidence;
• Serial numbers or product identification information, where applicable;
• The resolution requested by the buyer.

Providing complete and accurate information may help avoid unnecessary delays during the review.

4. Review of the Request

After receiving a complete request, ClearSight will review the matter according to the applicable contract and confirmed order documents.

The review may consider:

• Confirmed product specifications and configurations;
• Approved drawings, samples or customization details;
• Pre-shipment inspection records;
• Product photographs and videos;
• Packing and loading records;
• Delivery and carrier documentation;
• Installation, operating or maintenance information;
• Third-party inspection findings;
• Any contractual acceptance or claims requirements.

ClearSight may request additional information, photographs, videos, testing records or an independent inspection when reasonably necessary to evaluate the request.

Submitting a request does not guarantee that a return or refund will be approved.

5. Customized and Made-to-Order Products

Customized, OEM, ODM, private-label and made-to-order products are not automatically returnable.

This may include products manufactured or prepared according to:

• Buyer-approved dimensions;
• Custom materials or structural requirements;
• Special colors or finishes;
• Buyer logos or branding;
• Customized electrical configurations;
• Special accessories or components;
• Custom packaging or labeling;
• Buyer-approved drawings or samples;
• Project-specific quantities or specifications.

A customized or made-to-order product is eligible for return or refund only when this is expressly provided for in the applicable contract or when ClearSight approves another resolution in writing after reviewing the circumstances.

6. Return Authorization

Buyers must not return products without prior written authorization from ClearSight.

When a return is approved, ClearSight will provide or confirm the applicable return instructions, which may include:

• The authorized products and quantities;
• The return destination;
• Packaging and protection requirements;
• Shipping and insurance arrangements;
• Required customs or transport documents;
• Product identification requirements;
• The authorized return period;
• Any applicable inspection arrangements.

Unauthorized returns may be rejected or may not qualify for a refund.

Responsibility for return freight, insurance, duties, taxes, handling charges and transportation risk will be determined by the applicable contract or written return authorization.

7. Product Condition and Inspection

Where an authorized return is required, products must be returned in the condition specified in the applicable contract or written return authorization.

After the returned products are received, ClearSight may inspect:

• Product condition;
• Completeness of the returned quantity;
• Packaging condition;
• Accessories, components and documentation;
• Serial numbers or identification labels;
• Signs of use, installation, alteration or damage;
• Compliance with the authorized return instructions;
• The issue described in the original request.

A refund will not be issued before the required inspection is completed unless the applicable contract or a separate written agreement states otherwise.

8. Possible Resolutions

Depending on the applicable contract, inspection results and written agreement between the parties, a resolution may include:

• Technical guidance or remote support;
• Replacement parts or components;
• Repair or rework;
• Replacement of an eligible product;
• A partial refund;
• A full refund;
• Another commercially agreed resolution.

The appropriate resolution will be determined on a case-by-case basis. No specific resolution is guaranteed unless it is required by the applicable contract or confirmed in writing.

9. Refund Amount and Processing

The approved refund amount, payment currency, payment method and processing schedule will be determined by the applicable contract or subsequent written agreement.

Any treatment of the following costs will also follow the applicable contract or written resolution:

• Original shipping charges;
• Return freight;
• Customs duties and taxes;
• Insurance costs;
• Inspection expenses;
• Banking charges;
• Currency conversion differences;
• Handling or restocking costs;
• Repair or rework expenses.

ClearSight will provide written confirmation of an approved refund and the applicable processing arrangement.

10. Damaged, Missing or Incorrect Products

Buyers should inspect the shipment promptly after delivery and follow the notice period and claims procedure stated in the applicable contract.

Where products appear damaged, missing or inconsistent with the confirmed order, the buyer should:

• Record the condition of the external packaging;
• Take clear photographs and videos;
• Preserve the original packaging and labels;
• Record any visible damage with the carrier, where applicable;
• Identify the affected product and quantity;
• Avoid unnecessary installation, modification or disposal;
• Contact ClearSight within the contractual notice period.

These matters will be reviewed according to the applicable contract, confirmed specifications, inspection records, shipping terms and supporting evidence.

Please also review our 배송 정책 for general information about delivery arrangements.

11. Order Cancellation

Order cancellation is subject to the applicable contract and ClearSight’s written approval.

A cancellation request does not automatically cancel production, procurement, customization, packaging or shipping arrangements.

Any materials, production work, customization costs, banking charges, logistics expenses or other costs already incurred will be handled according to the applicable contract or a separate written agreement.

12. Contact Information

For questions concerning an eligible contractual refund, return or order claim, please contact:

Shandong ClearSight International Trade Co., Ltd.

이메일: chengguanaurora@163.com
Phone and WhatsApp: +86 150 6970 3696
Location: Yanzhou District, Jining, Shandong, China

Please include the applicable order or contract number in your communication.

자주 묻는 질문

Are all ClearSight orders eligible for a refund?

No. Refunds and returns are available only when they are expressly provided for in the applicable sales contract or subsequently approved by ClearSight in writing.

How long do I have to submit a refund request?

The request must be submitted within the period stated in the applicable contract. This policy does not establish a standard return period for all orders.

How long does refund processing take?

The processing schedule is determined by the applicable contract or written refund confirmation. There is no single processing period that applies to every order.

Can customized or OEM/ODM products be returned?

Customized and OEM/ODM products are eligible only when the applicable contract expressly permits a return or refund, or when ClearSight approves another resolution in writing.

Should I return a product before contacting ClearSight?

No. Products must not be returned without prior written authorization and confirmed return instructions from ClearSight.

Who is responsible for return shipping and related costs?

Responsibility for freight, insurance, duties, taxes, inspection expenses and other related costs is determined by the applicable contract or written return authorization.