Return & Refund Policy
Transparent terms for our global B2B partners
Last updated: September 7, 2026
FirstSight supplies heating appliances to distributors, importers and brand owners on a business-to-business basis. Because most orders are produced to specification, this policy is built around quality assurance rather than no-reason returns. Every shipment is covered by our manufacturing warranty.
1. What This Policy Covers
- Manufacturing defects — material or workmanship faults present on arrival.
- Functional failure — the unit does not perform to the agreed specification.
- Transit damage or shortage — reported within 7 days of receipt.
- Specification deviation — goods not matching the approved sample or contract.
2. What Is Not Covered
Because bulk and OEM orders are made to your specification, the following are not eligible for return or refund:
- Customised / OEM products with your brand, colour or packaging, except for confirmed defects.
- Goods damaged by improper handling, incorrect voltage, unauthorised modification or misuse.
- Normal wear, cosmetic marks that do not affect function, or end-customer preference.
- Orders cancelled after production has started (see section 5).
3. How to File a Claim — 30-Day Quality Window
Report quality issues within 30 days of receipt. Please email support@nbchic.com with:
- Order number / proforma invoice number and model code
- Quantity affected and batch or production date code
- Clear photos or a short video showing the defect
- A brief description of how the fault appears
Our commitment: we acknowledge every claim within 48 hours and propose a resolution within 7 – 10 business days.
4. Resolution Options
| Issue | Solution we provide |
|---|---|
| Isolated defective units | Free replacement units shipped with your next order, or credit note |
| Replaceable component fault | Free spare parts (fins, thermostats, castors, switches) sent by courier |
| Batch quality issue | Re-production at our cost, or agreed compensation |
| Transit damage (carrier liable) | We file and manage the insurance claim for you |
Where a defect is confirmed, FirstSight covers the return or replacement shipping cost. Where goods are found to be sound, return shipping is borne by the buyer.
5. Order Cancellation & Refund of Deposit
- Before production starts: deposit refunded in full, minus bank transfer fees.
- After materials procured / tooling opened: actual costs incurred are deducted.
- After production completed: deposit is non-refundable as goods are custom-made.
6. Samples
Sample units are non-refundable, but the sample fee and express freight are fully deductible from your first bulk order of the same or higher value.
7. Refund Method & Timing
Approved refunds are issued to the original paying account within 10 business days of written confirmation. Bank transfer is the default method; where a credit note is preferred, it will be applied to your next order.
8. Need Help?
Email support@nbchic.com or call +86-574-63617025, Monday to Saturday, 09:00 – 18:00 (GMT+8). We answer every inquiry within 24 hours on business days.