Refund & Returns Policy

CHACHA Prime provides trade facilitation, sourcing, logistics, and business support services. As a service-based business operating in international trade, our refund and returns policy reflects the nature of these services and the complexities of cross-border commerce.

This policy applies to all services provided by Yiwu Chacha International Trade Co., Ltd. and its affiliated entities. It should be read in conjunction with our Terms & Conditions and any specific service agreement you have entered into with us.

We are committed to fair and transparent resolution of all disputes. Our goal is to ensure every client receives the service quality they were promised, and where that is not possible, to provide appropriate remedies.

Consultation & Quote Fees: Initial consultations and quote preparation are provided free of charge. No refund is applicable as no fee is charged.

• Sourcing & Procurement Service Fees:
• •If you cancel a sourcing engagement before we have commenced supplier outreach: 100% refund of service fees paid
• •If you cancel after supplier outreach has begun but before samples are ordered: 50% refund of service fees
• •If you cancel after samples have been ordered or a supplier has been confirmed: No refund of service fees (costs already incurred)
• •If we are unable to find a suitable supplier matching your specifications: Full refund of service fees

• Quality Inspection Fees:
• •Cancellation more than 48 hours before scheduled inspection: Full refund
• •Cancellation within 24–48 hours of scheduled inspection: 50% refund
• •Cancellation within 24 hours or no-show: No refund (inspector deployment costs incurred)
• •If inspection cannot be completed due to factory access issues beyond our control: Full refund

• Visa & Documentation Service Fees:
• •Cancellation before document preparation begins: Full refund
• •Cancellation after document preparation has begun: 50% refund of service fees
• •Cancellation after submission to embassy or government authority: No refund (government fees are non-refundable)
• •If visa is rejected by the embassy: Service fee is non-refundable; government fees are non-refundable

• Factory Visit Coordination Fees:
• •Cancellation more than 7 days before scheduled visit: Full refund
• •Cancellation 3–7 days before scheduled visit: 50% refund
• •Cancellation within 72 hours: No refund (bookings and arrangements already made)

CHACHA Prime acts as a trade facilitator and does not manufacture or own the goods we source on your behalf. However, we take product quality seriously and will actively assist in resolving quality disputes.

• Pre-Shipment Quality Issues:

If quality inspection reveals significant defects before shipment:

• •We will negotiate with the supplier for rework, replacement, or price reduction
• •If the supplier refuses to remedy defects and you choose not to proceed: Sourcing service fees are refunded at our discretion based on circumstances
• •Inspection fees are non-refundable once inspection has been conducted

• Post-Shipment Quality Issues:

If you receive goods that do not match the agreed specifications:

• •Notify us within 14 days of receiving the shipment with photographic evidence
• •We will investigate and liaise with the supplier on your behalf
• •Remedies may include partial refund from supplier, replacement goods, or credit towards future orders
• •Our ability to recover compensation depends on the supplier's cooperation and the terms of the purchase agreement

• What Is Not Covered:
• •Minor variations in colour, texture, or dimensions within industry-acceptable tolerances
• •Damage caused during transit (covered by cargo insurance — see Shipping Policy)
• •Issues arising from your use, storage, or handling of goods after delivery
• •Customised or OEM products that match the approved samples but differ from your later expectations

• Freight Booking Cancellations:
• •Cancellation before booking confirmation with carrier: Full refund of freight deposit
• •Cancellation after carrier booking but before cargo collection: Partial refund minus carrier cancellation fees (typically 20–30% of freight cost)
• •Cancellation after cargo has been collected or loaded: No refund; storage and demurrage charges may apply

Freight Delays: Shipping delays caused by port congestion, customs holds, weather, or carrier issues are outside our control. We do not provide refunds for delays but will actively work to expedite your shipment and keep you informed.

• Lost or Damaged Cargo:
• •All shipments are recommended to be covered by cargo insurance
• •Claims for lost or damaged cargo must be filed within 7 days of delivery (or expected delivery date for lost cargo)
• •We will assist in filing insurance claims on your behalf
• •Compensation is subject to the terms of the cargo insurance policy

• DDP (Delivered Duty Paid) Services:
• •If customs duties or taxes are higher than estimated, the difference is payable by the client
• •If goods are seized by customs due to prohibited items (client's responsibility), no refund is provided

• Standard Deposit Requirements:

Most CHACHA Prime services require a deposit before commencement:

• •Sourcing services: 30–50% of estimated service fee
• •Shipping bookings: 30–50% of freight quote
• •Visa services: 50% of service fee
• •Factory visits: 50% of coordination fee

Deposit Refundability: Deposits are partially or fully refundable depending on the stage of service as described in the relevant sections above. Deposits are non-refundable once significant work has been performed or third-party costs have been incurred on your behalf.

Supplier Deposits: When we place orders with suppliers on your behalf, supplier deposits are governed by the supplier's own terms. We will clearly communicate these terms before placing any order. Supplier deposits are generally non-refundable once an order is confirmed.

If you are dissatisfied with our services or wish to request a refund, please follow this process:

Step 1 — Contact Your Account Manager Reach out to your assigned account manager directly. Most issues can be resolved quickly at this level. Provide your order reference number, a clear description of the issue, and any supporting evidence (photos, documents, communications).

• Step 2 — Formal Complaint

If your issue is not resolved within 5 business days, submit a formal complaint to disputes@chachaprime.com with:

• •Your full name and company name
• •Order/service reference number
• •Detailed description of the issue
• •Evidence supporting your claim
• •Your proposed resolution

Step 3 — Review & Response Our disputes team will review your complaint and respond within 10 business days with a proposed resolution or request for additional information.

Step 4 — Escalation If you are not satisfied with our proposed resolution, the matter may be escalated to senior management or referred to mediation/arbitration as described in our Terms & Conditions.

Refund Processing: Approved refunds are processed within 10–15 business days via the original payment method. Bank transfer refunds may take additional time depending on your bank.

The following are strictly non-refundable under all circumstances:

• •Government fees, embassy fees, and visa application charges
• •Customs duties, taxes, and import charges paid to government authorities
• •Third-party inspection fees already paid to inspection agencies
• •Carrier booking fees after cargo has been loaded
• •Costs incurred for expedited or rush services already delivered
• •Bank transfer fees and payment processing charges
• •Costs for services fully rendered and accepted by the client

To initiate a refund request or dispute, please contact us through the following channels:

Disputes & Refunds: Email: disputes@chachaprime.com

General Support: Email: info@chachaprime.com WhatsApp: +86 184 4039 6074

China Office: Yiwu Chacha International Trade Co., Ltd. 6th Floor, Room 604, No. 368 Jingfa Avenue Yiwu City, Zhejiang Province, China 322000

Pakistan Office: ARAIN 7 (SMC-PRIVATE) LIMITED Phone: +92 336 658 1021 | +92 337 061 1430

Please have your order reference number ready when contacting us.