---
title: "Returns & Refunds"
url: https://smwrapfilm.com/es/refund_returns/
date: 2026-08-10
modified: 2026-09-15
lang: es
author: "dongguanshimao@gmail.com"
description: "Returns & Refunds Policy Shimao New Materials is a B2B paint protection film factory. Orders are manufactured or prepared to your confirmed specifications and shipped under EXW or FOB terms...."
word_count: 446
---

# Returns & Refunds

## Returns & Refunds Policy

Shimao New Materials is a B2B paint protection film factory. Orders are manufactured or prepared to your confirmed specifications and shipped under EXW or FOB terms. This policy explains when returns and refunds apply for wholesale and OEM/ODM buyers.

## Order Confirmation & Specifications

Before production, every order is confirmed in writing: product grade, thickness, quantity, packaging and delivery term. **By confirming the order, the buyer accepts these specifications.** Customized or private-label products cannot be returned simply because preferences changed after confirmation.

## When We Accept Returns or Claims

- **Manufacturing defects** — verified defects such as silvering, glue-line irregularities, abnormal yellowing or coating faults that are present in the delivered rolls.
- **Wrong goods shipped** — goods that do not match the written order confirmation.
- **Transport damage with documented proof** — visible damage at pickup (EXW) or the port (FOB) must be recorded with photos/video before the goods leave the handover point.

## How to File a Claim

- Notify us within **14 days of receiving the goods** at [sales@smwrapfilm.com](mailto:sales@smwrapfilm.com).
- Provide the order number, roll numbers and photos or video showing the issue.
- Preserve the goods and packaging for inspection — do not install or process claimed material.
- Our QC team reviews the evidence within 5–7 business days and responds with the assessment and next steps.

## Refund or Replacement

For verified manufacturing defects we offer, at our option: replacement rolls on the next production run, a discount on a future order, or a refund of the affected portion. Refunds are issued to the original payment account within 14 business days after approval. **Refunds are limited to the value of the affected goods** and do not cover downstream costs such as installation labor, customer claims or lost profits.

## What Is Not Covered

- Logistics damage that occurs after goods leave the factory or port (arranged by the buyer under EXW/FOB).
- Installation errors, cutting mistakes or application-related failures.
- Normal wear, stone chips and impact damage during use — these are the risks the film is designed to absorb.
- Goods stored outside the recommended conditions (temperature, humidity, shelf life) after delivery.
- Buyer delay in customs clearance causing storage fees or deterioration.

## Sample Orders

Sample and trial rolls are sold for testing purposes and are generally non-refundable, but their value can be credited against a subsequent bulk order of the same product line — contact us for details.

## Cancellations

Orders may be cancelled free of charge **before production begins**. After production starts, cancellation requires compensation for materials already processed. Customized (logo / packaging / spec) orders enter production quickly — confirm artwork and specifications carefully before confirming.

## Questions

See the [Support](/support/) page for the full purchase guide and FAQ, or contact [sales@smwrapfilm.com](mailto:sales@smwrapfilm.com).