Introduction
Aeonix supports cross-border B2B orders with documented claims handling for quality, shortage, shipment damage, or seller-error disputes. Because freight, customs, and order configuration vary, remedies are reviewed case by case instead of following a one-size-fits-all retail return model.
Non-defective buyer-remorse returns are not part of our standard cross-border B2B workflow.
Eligibility
Claims may be reviewed when the issue is documented and reported within the claim window:
- Manufacturing Defects: Products that do not meet the agreed-upon specifications.
- Quantity Shortage: Delivered quantity is less than the amount invoiced.
- Shipping Damage: Physical damage occurred during transit (requires carrier claim).
from the date goods are received or first made available for inspection
EXCLUDED FROM ELIGIBILITY
- ✕Change of mind or buyer's remorse
- ✕Minor cosmetic variations standard in wholesale manufacturing
- ✕Customs seizure or regulatory holds at destination
- ✕Market changes, unsold inventory, or downstream resale issues
Resolution Methods
Approved claims are resolved using the remedy that best matches the documented issue and commercial context.
Possible Remedies
Depending on the evidence and order stage, Aeonix may support replacement, partial refund, future-order credit, or other negotiated compensation.
TYPICAL OUTCOMES
- Partial refund when the loss can be valued commercially
- Replacement or remake when seller error can be corrected
- Credit or negotiated compensation when both parties agree in writing
Remedy Handling
Approved claims may be settled in different ways depending on issue type, freight responsibility, and order stage:
Partial refund
Used when a documented shortage, damage, or mismatch can be translated into a monetary adjustment.
⚠️ Chargebacks filed without prior case review may pause sourcing support while the dispute is investigated.
Replacement / remake
Used when seller error or manufacturing defect can be corrected with replacement goods, parts, or re-production.
Credit / negotiated compensation
Used when parties agree to a future-order credit or another written commercial remedy instead of a cash refund.
Claim Review Process
Documented issues are reviewed before any physical return is authorized:
Submit the claim with order details, quantity affected, photos, videos, and packaging evidence within the claim window.
Aeonix reviews the order file, supplier response, and shipping evidence with the parties involved.
A written remedy decision is proposed: replacement, partial refund, credit, negotiated compensation, or authorized return.
If a return is approved, the return route and cost responsibility are confirmed in writing before goods move.
⚠️ Do not ship goods back without written authorization. Unauthorized returns may be refused or remain at the sender's cost.
Contact
For policy questions or to open a claim: