1.Our Commitment

Stillora is dedicated to providing our business partners with products that meet the highest quality standards. This policy outlines the process for returns and remedies in cases where products have quality issues or do not conform to order specifications. This policy is designed for B2B bulk trade and is fundamentally different from B2C retail return policies.

 

2.Scope of Application

This policy applies exclusively to the following two situations:

  • Major Quality Defects: The product exhibits significant manufacturing defects that affect its normal sale or use, such as large-scale separation of parts, severe damage to the upper, or incorrect size labeling.
  • Significant Non-Conformity with Order: The specifications (e.g., material, color, style) or quantity of the delivered products significantly differ from the mutually confirmed Purchase Order.

 

This policy does not apply to:

  • Return requests due to market changes, poor sales, or any other commercial reasons.
  • Products that have been used, modified, or are not returned in their original packaging.
  • Product damage caused by improper storage or transportation on your (the importer’s) part.
  • Minor imperfections that do not affect the overall appearance and use of the product (e.g., a single loose thread).

 

3.Quality Issue Resolution Process

If the goods you receive fall within the scope described above, please follow this process within 30 days of receiving the goods:

  • Submit a Claim:
    • Send a detailed claim report via email to your account manager or support@still-or-a.com.
    • The report must include: the Purchase Order number, a description of the issue, and clear photographic or video evidence to substantiate the defect or discrepancy.
  • Review and Assessment:
    • Our quality control team will review and assess your claim within 5 business days.
    • We may request additional information or ask you to send samples for analysis.
  • Resolution:
    • Once we confirm that the issue is our responsibility, we will negotiate one or more of the following solutions with you:
      • Replacement: Provide an equal quantity of qualified products free of charge in your next shipment.
      • Repair: Offer repair support or a subsidy for repairable defects.
      • Discount/Credit: Provide a percentage discount or a direct credit on the invoice for your next order.
      • Return and Refund: In extreme cases, for major issues that cannot be resolved by the above means, we will arrange for a return and, after receiving and inspecting the returned goods, refund the corresponding portion of the product payment.

 

4.Regarding Returns

  • Return Authorization: All returns must be pre-authorized by us in writing (Return Merchandise Authorization, RMA). Unauthorized returns will be rejected.
  • Return Shipping Costs: If we are confirmed to be at fault, we will bear the reasonable shipping costs for returning the defective products, or the handling method will be negotiated by both parties.

 

5.Contact Us

If you have any questions about this policy or need to submit a quality claim, please do not hesitate to contact your dedicated account manager or reach us through the following channels:

  • Email: support@still-or-a.com
  • Website: Submit your inquiry via the “Contact Us” page.