To ensure a smooth and efficient resolution process for any product issues, we have established the following return and refund policy. Please review the guidelines carefully to understand your responsibilities and our procedures.

Quality Inspection Upon Receipt
Upon delivery of the goods to your office or warehouse, it is essential to conduct an immediate quality inspection. At the very least, inspect the goods before dispatching them to your clients. We cannot be responsible for claims arising after the goods have been used, particularly for issues such as plating fade, or scratches, as we have no control over how the products are handled or utilized. However, if the goods have been stored within 6 months from the invoice date and the original packaging remains unopened, we will consider claims for defects. In such cases, we kindly request your cooperation to facilitate a resolution, which may include a discount, reproduction, or replacement.

Claim Submission Process
To ensure a fair and efficient resolution, please adhere to the following steps when submitting a claim:

1. Provide Photographic Evidence
Clear and detailed photos of the defective items are required as proof. In some cases, multiple photos from different angles may be necessary to fully assess the issue. We will compare these images with the reference samples stored in our office to determine the nature of the defect.

2. Confirm Defect Percentage or Quantity
Specify the exact percentage or quantity of defective items in your claim. This information is crucial for us to evaluate the extent of the issue and propose an appropriate solution.

3. Obtain Return Authorization
A return authorization from AQ Pins & Gifts is mandatory for all returns. Unauthorized returns will not be accepted, and your account will not be credited. In some cases, reproducing the item may be more cost-effective and faster than returning it for repair. We will advise you on the best course of action based on the specific situation.

4. Postage and Shipping Costs
If a return is necessary, the postage fees for sending the goods back and forth will be negotiated based on the circumstances. However, we cannot cover internal postage fees incurred by your team, as a thorough quality check should have been conducted before dispatching the goods to your clients.

5. Return Shipping Details
We will provide you with all relevant details regarding the return process, including the destination, shipping method (by sea, air, or courier), and the designated agency. This ensures transparency and allows you to track the return shipment.

Collaboration for Efficient Resolution
We understand that each claim may involve unique circumstances, and it is impossible to outline every possible scenario in this policy. However, we emphasize the importance of your cooperation in providing accurate information and adhering to the outlined procedures. The more collaborative we are, the faster and more effectively we can resolve any issues.

Final Notes
Our goal is to maintain a strong partnership with you and ensure your satisfaction. By following these guidelines, we can work together to address any concerns promptly and fairly. If you have any questions or require further clarification, please do not hesitate to contact us.

Thank you for your understanding and cooperation.