Refund policy

SilkRoadSource primarily serves international B2B buyers, wholesalers, distributors and retailers. Due to the nature of wholesale sourcing and customized orders, our return and refund terms differ from standard retail purchases.

Order Cancellation

Orders may be cancelled before purchasing, production or customization has started. Once an order has entered sourcing, production, customization, packaging or shipment preparation, cancellation may not be accepted.

Returns and Refunds

If you receive products with confirmed quality issues, incorrect specifications, significant shortages or damage, please contact us within 7 days of receiving the goods.

Please provide your order information, photos, videos and other relevant evidence so that our team can review the issue.

Depending on the circumstances, we may offer an appropriate solution such as replacement, replenishment, partial refund or refund.

Customized and Special Orders

Customized products, private-label products, custom packaging, samples and specially sourced products are generally non-returnable and non-refundable once production or procurement has started, unless the goods have confirmed quality issues or do not match the agreed specifications.

Shipping Damage

If goods are damaged during international transportation, please contact us as soon as possible and provide photos of the products and packaging. We will assist in reviewing the issue with the relevant supplier or logistics provider.