Pingxiang Kexing Chemical Packing Co., Ltd.

 

Effective Date: 09 May 2026 · Version 1.0

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1. Scope

This Return & Refund Policy applies to industrial ceramic products manufactured and supplied by Pingxiang Kexing Chemical Packing Co., Ltd. (also operating as Pingxiang Advanced Ceramic Technology Co., Ltd.; hereafter "Kexing"), including honeycomb ceramic regenerators, catalyst carriers, precious-metal and ozone-oxidation catalysts, ceramic balls, ceramic and metal/plastic tower packings, molecular sieves, activated alumina, honeycomb activated carbon, ceramic filter elements, and clay-based granular filter media.

Where a signed sales contract or purchase order between Kexing and the Customer contains specific return, refund or warranty terms that conflict with this Policy, the terms of that signed contract shall prevail.

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2. Nature of Our Goods

Kexing's products are industrial materials manufactured for use inside RTO, RCO, HTAC and similar combustion, catalytic and chemical-process equipment. Customers should note the following before requesting a return:

2.1 Made-to-order production

A significant portion of orders are produced to Customer-supplied specifications — dimensions, hole geometry, chemical composition, specific surface area, or adsorption rate. These goods are manufactured against a confirmed technical sheet and cannot be resold to a third party.

2.2 Industrial use only

The goods are not consumer products. Returns based on subjective preference, change of mind, or change of project scope after production has commenced are not accepted.

2.3 Activated and adsorbent products

Catalysts, molecular sieves, activated alumina and activated carbon lose effective activity once exposed to ambient air, moisture, or process gases. Returns of opened, unsealed or already-loaded adsorbent products cannot be accepted on hygiene and product-integrity grounds.

 

3. What We Will Accept

Kexing will accept a return, replacement or refund request in the following situations:

3.1 Goods damaged in transit

Where the applicable Incoterm places transit risk with Kexing (e.g. CIF, CIP, DAP, DDP) and goods arrive in a damaged condition, Kexing will work with the carrier and insurer to arrange replacement or credit.

3.2 Goods that do not match the confirmed specification

Where the goods, on inspection, deviate from the technical specification confirmed in writing prior to production — for example, in dimensional tolerance, chemical composition, specific surface area, apparent density, crush strength or thermal-shock performance — and where the deviation is attributable to Kexing's manufacturing.

3.3 Shipment errors

Where Kexing has shipped the wrong product, the wrong quantity, or the wrong revision of a customised item.

3.4 Documentation errors

Where shipping documents (Commercial Invoice, Packing List, Certificate of Analysis, Mill Test Certificate, Inspection Report, Certificate of Origin) contain a material error attributable to Kexing, we will reissue the corrected documentation at no charge.

 

4. What We Cannot Accept

The following situations fall outside this Policy and do not qualify for return or refund:

4.1 Subjective or commercial reasons

Change of mind, change of project, change of design, oversupply, or buyer-side cancellation after production has commenced.

4.2 Customer-supplied specification errors

Goods that match the technical sheet confirmed by the Customer but turn out to be incorrect for the Customer's actual application.

4.3 Damage from improper handling, installation or service conditions

Damage caused by impact, drop, improper unloading, incorrect installation procedure, operating temperatures or pressures outside the specified range, exposure to incompatible chemical environments, or use beyond the published material limits.

4.4 Damage in transit under buyer-risk Incoterms

Where the agreed Incoterm places transit risk with the Customer (e.g. EXW, FOB, CFR, CPT) and damage occurs during transit, the claim is to be pursued by the Customer against the carrier and/or cargo insurer. Kexing will provide supporting documentation but is not the refund counterparty.

4.5 Opened or used adsorbent and catalyst products

Once a sealed inner liner has been opened, or a catalyst, molecular sieve, activated alumina or activated carbon has been loaded into a reactor, the product cannot be returned.

4.6 Normal end-of-life

Products that have reached or exceeded their expected service life under stated operating conditions.

 

5. Time Limits

To allow proper investigation and carrier-side action, claims must be raised within the following windows. Claims received outside these windows may be declined unless otherwise agreed in writing.

5.1 Outer-packaging damage

Noted on the carrier's delivery receipt at the time of unloading, and reported to Kexing in writing within seven (7) calendar days of delivery.

5.2 Quantity discrepancies, missing items, visible damage

Reported to Kexing in writing within fourteen (14) calendar days of delivery.

5.3 Specification non-conformity

Reported to Kexing in writing within thirty (30) calendar days of delivery, before the goods are installed or placed into service.

5.4 Latent defects

Where a defect is not reasonably detectable on visual inspection and only becomes apparent during installation or commissioning, reported to Kexing in writing within the warranty period set out in the signed sales contract.

 

6. How to Raise a Claim

Customers should send a written claim by email to our after-sales team. The following information allows us to investigate efficiently. Incomplete claims may be returned for additional information before processing.

6.1 Order identification

Pro Forma Invoice number, Commercial Invoice number, Bill of Lading or Air Waybill number, and the date of delivery.

6.2 Affected items

Product name, specification, lot or batch number (printed on the packaging), and the quantity affected.

6.3 Description of the issue

A clear description of the problem and, where applicable, a reference to the specific clause of the technical sheet that has not been met.

6.4 Photographic evidence

Clear photographs of the outer packaging (including any carrier-side damage), the inner packaging, the affected goods, and any markings or labels.

6.5 Supporting documents

For transit claims: the carrier's delivery receipt and any survey report. For specification claims: the Customer's own inspection report, where one has been produced.

 

7. Investigation & Resolution

After a complete claim is received, Kexing will acknowledge receipt and begin an investigation. Depending on the nature of the claim, the investigation may include review of our internal manufacturing and inspection records, review of the Mill Test Certificate / Certificate of Analysis, sample retesting, or — where appropriate — a request for the Customer to return a small quantity of the affected goods for analysis.

Where the claim is upheld, Kexing will offer one or a combination of the following remedies, the choice of which is to be agreed between the parties:

7.1 Replacement

Production and shipment of replacement goods against the original specification.

7.2 Rework

On-site or in-factory rework of the affected goods, where technically feasible.

7.3 Credit note

Issuance of a credit note against future orders.

7.4 Refund

Refund of the affected portion of the contract price to the original payment account.

7.5 Field support

Where the issue arises during installation or commissioning, dispatch of, or remote technical support from, our engineering team in accordance with the after-sales terms of the signed sales contract.

 

8. Returning Goods to Kexing

Goods are not to be returned to Kexing without prior written authorisation. Unauthorised returns will be refused at the destination.

8.1 Return Authorisation

Where Kexing agrees that physical return is necessary, we will issue a written Return Authorisation specifying the items, quantity, return address, and packaging requirements.

8.2 Packaging for return

Returned goods must be repacked to a standard equivalent to the original export packaging, so as to avoid further damage in transit. Kexing is not responsible for additional damage incurred during a poorly packed return shipment.

8.3 Return freight

Where the claim is upheld, Kexing will bear or reimburse reasonable return freight, agreed in advance. Where the claim is ultimately not upheld, return freight is for the account of the Customer.

8.4 Customs and duties on return

Returned goods should be declared as "returned goods of Chinese origin" and supported by the original export documentation, so as to minimise duties on re-import. The Customer is responsible for cooperating with the export-side customs clearance of the returned shipment.

 

9. Refund Method & Timing

Where the agreed remedy is a refund, refunds are issued to the same bank account from which the original payment was received, in the same currency, by international wire transfer.

Refunds are processed after the affected goods have been returned and received (where return is required), or after the investigation has been concluded (where return is not required). The Customer's bank may take additional time to credit the funds, depending on the correspondent banking chain.

Bank charges levied on the refund transfer are for the account of the party to which they are charged by their respective bank, in the same manner as the original payment transfer.

 

10. Limitations

10.1 Specification document controls

The technical specification confirmed in writing before production governs what the goods are required to be. Marketing materials, datasheet ranges, sample swatches and verbal communications are indicative and do not amend the confirmed specification.

10.2 Cap on liability

Except where prohibited by applicable law, Kexing's total liability under this Policy in respect of any single consignment is capped at the invoice value of that consignment. Kexing is not liable for indirect or consequential losses, including but not limited to loss of production, loss of profits, downtime, or third-party claims.

10.3 Force majeure

Kexing is not liable for delay or failure in fulfilling a remedy under this Policy where the delay or failure is caused by events outside our reasonable control, including natural disasters, port closures, public-health measures, government action, or carrier failure.

 

11. Governing Law & Dispute Resolution

This Policy is governed by the laws of the People's Republic of China. Where a claim cannot be resolved amicably between Kexing and the Customer, the parties shall first attempt good-faith negotiation. Failing resolution, disputes shall be settled in accordance with the dispute-resolution clause set out in the signed sales contract for the relevant order.

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12. Changes to This Policy

Kexing may update this Return & Refund Policy from time to time. The version number and effective date at the top of this document indicate the version currently in force. Orders are governed by the version of this Policy in force on the date the order is accepted by Kexing, unless the signed sales contract specifies otherwise.

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Contact

For all return and refund matters, please contact our after-sales team:

📧 sales@kexing-ceramic.com 📞 +86 799 336 0088 📍 Pingxiang Industrial Park, Jiangxi Province, China