This policy explains how Zhejiang Good Adhesive Co., Ltd. ("Good Adhesive", "we", "us") handles quality claims, returns, replacements and refunds.
We manufacture industrial hot melt adhesive for businesses. We do not sell online: every order is quoted individually and confirmed through a sales contract or proforma invoice (PI). If your contract or PI sets different terms, those terms apply.
Free Samples
Samples are free of charge so you can test a grade on your own line before ordering. Because they are free, samples are not returnable or refundable.
We strongly recommend testing a sample before placing a bulk order. It is the most reliable way to confirm that a grade suits your substrate, equipment and line speed.
Quality Claims
Every production batch is tested in our laboratory before shipment. If a product does not meet the specifications agreed in your contract or shown on its technical data sheet, tell us within 30 days of receiving the goods, and before using the rest of the batch.
To help us investigate quickly, please send:
- Your order or PI number
- The batch number printed on the bag or carton label
- Photos of the product and its packaging labels
- A description of the problem and how the adhesive was used, such as substrate, application temperature and equipment
- If we ask for it, a sample of about 1 kg from the affected batch
We will reply with our findings within 7 business days of receiving this information.
Transit Damage and Shortages
Please check each shipment when it arrives. If packaging is damaged or quantities are short, note it on the delivery receipt, take photos and tell us within 7 days of delivery.
Responsibility for loss or damage in transit follows the Incoterms in your contract, such as FOB or CIF. Where the risk is ours, we will replace or credit the affected goods. Where it is yours, we will provide the documents you need to claim from the carrier or insurer.
Returns
Please do not send goods back without our written approval. Once we approve a return, we will confirm the quantity, shipping method and delivery address.
Returned goods should be in their original packaging where possible, clearly labelled with batch numbers, and stored as recommended on the technical data sheet: dry, cool and away from direct sunlight.
If our investigation confirms a quality defect, we pay the return freight.
Products We Cannot Accept for Return
- Products that meet the agreed specifications but do not suit your application or equipment
- Custom formulations, custom colours and private-label packaging made for your order
- Products that have been re-melted, mixed with other materials or contaminated, except for the quantity needed to identify a defect
- Products damaged by storage or handling after delivery, or used beyond the shelf life on the technical data sheet
- Moisture-curing PUR products whose sealed packaging has been opened
Replacement, Credit or Refund
When we confirm that a problem is our responsibility, we will agree with you on one of the following:
- Replace the affected quantity free of charge
- Issue a credit note against your next order
- Refund the price you paid for the affected quantity
Our responsibility is limited to the price paid for the affected products, unless your contract or applicable law says otherwise.
How Refunds Are Paid
Refunds are paid to the original payer by the original payment method, usually bank transfer, in the currency of the original payment. We send the refund within 15 business days after we confirm the claim and, if a return was agreed, receive the returned goods.
Order Cancellations
You can cancel an order free of charge before production starts. Once production has started, we may charge for costs already incurred, such as raw materials or packaging bought for your order. Orders that have already shipped cannot be cancelled, but they remain covered by the quality claim terms above.
Contact Us
For any question about an order, a claim or this policy, contact our team:
- Email: info@goodadhesive.com
- WhatsApp: +86 139 6713 4045
- Telephone: +86-573-8884-9653 (Mon–Fri, 9:30–17:30 China Time)
- Address: Zhejiang Good Adhesive Co., Ltd., No.99 Nanhui Road, Heshan Industrial Park, Tongxiang City, Zhejiang, China