B2B buyer policy
B2B claims follow the order file
Wholesale, OEM and program orders are reviewed against the approved product, packing, inspection, shipment and market-document records.
No open retail return window
Shantou-Toys supports wholesale, OEM, private-label and program orders. The site does not operate a consumer checkout, so unused stock, change-of-mind returns or a fixed number-of-days return promise do not apply by default.
Any return, replacement, credit, rework or other commercial remedy must be agreed in writing against the applicable purchase order, sales contract or approved quotation. The confirmed order controls if it differs from this general information.
When an issue is reported
1. Notify
Send the PO or PI number, SKU, destination, delivery date, carton marks, affected quantity and clear photos or video.
2. Review
We compare the complaint with the approved sample, specification, artwork, packing list, inspection record and transport evidence.
3. Resolve
Replacement, credit, rework, shortage refill or another remedy follows the evidence and the written terms for that order.
Issue evidence
| Issue | Send first | Review focus |
|---|---|---|
| Transport damage | Outer and inner carton photos, delivery record and SKU | Carton condition, packing, carrier record and responsibility |
| Short shipment | Packing list, carton marks, count by SKU and receiving record | Packed quantity, case pack, loading record and order quantity |
| Product defect | Batch/SKU, affected quantity, video or photos and sample comparison | Approved specification, sample, inspection scope and defect rate |
| Wrong artwork or configuration | Approved artwork, product photos and carton label | Written approval, final artwork and production record |
OEM orders and market documents
Logo, color, packaging, artwork, tooling and other buyer-specific changes follow the approved project file. A cancellation after production or printing starts follows that project's written agreement rather than a standard website return rule.
Certificates and test reports are reviewed for the actual SKU, final configuration, age grade, materials, accessories and destination market. Documents from another product, configuration or region cannot be assumed to cover the order.
Start a claim with Contact or add the affected product to your inquiry list.