Wholesale Returns, Damage and Claims Policy

Last Updated: [July 27th, 2026]

This policy applies to wholesale, distributor, reseller, commercial, sample, trial, OEM, ODM, and private-label orders.

Wholesale orders are prepared specifically according to confirmed product quantities and commercial requirements. They are therefore subject to different return conditions from ordinary consumer purchases.

1. No Return for Change of Mind

Unless required by applicable law or approved in writing by BUFSOU, wholesale products cannot be returned or refunded because the customer:

• Changes their mind

• Orders the wrong quantity

• Selects the wrong product

• Cannot sell the products

• Experiences slower-than-expected sales

• Finds a lower price elsewhere

• No longer requires the products

• Fails to obtain local import or product approval

• Dislikes the fragrance, color, texture, packaging, or other subjective product characteristic

Customers should review samples, product details, quotations, labels, and available documentation before placing a wholesale order.

2. Non-Returnable Products

The following products are non-returnable unless they are confirmed to have a manufacturing defect or were supplied incorrectly by BUFSOU:

• Opened or used cosmetics

• Products with broken hygiene seals

• Products stored incorrectly by the customer

• Products damaged after delivery

• Clearance or discontinued products

• Free promotional products

• Customized packaging

• Private-label products

• OEM or ODM products

• Products manufactured specifically for the customer

• Products with customer-approved labels or artwork

3. Delivery Inspection

Customers must inspect the shipment promptly after delivery.

The customer should check:

• Number of cartons

• Product quantities

• Product names and variants

• Outer-carton condition

• Leakage or breakage

• Batch and expiry information

• Packaging condition

• Obvious manufacturing defects

Customers should preserve the original cartons, packaging materials, carrier labels, and damaged products until the claim has been reviewed.

4. Reporting Shortages, Incorrect Products or Visible Damage

Claims for visible shipping damage, shortages, incorrect products, leakage, or breakage must be submitted within 7 calendar days after delivery.

The claim should include:

• Order or invoice number

• Product name

• Affected quantity

• Description of the problem

• Clear photographs of the outer cartons

• Photographs of shipping labels

• Photographs or videos of the affected products

• Packing list, where applicable

• Carrier damage report, where available

Claims submitted without sufficient supporting evidence may be delayed or rejected.

5. Manufacturing Defects

A manufacturing defect claim must be reported promptly after discovery.

Unless otherwise agreed or required by law, manufacturing defect claims should normally be submitted no later than 30 calendar days after delivery.

The customer must stop selling or distributing the affected products until BUFSOU has reviewed the claim.

BUFSOU may request:

• Product photographs or videos

• Batch numbers

• Samples of the affected product

• Storage information

• Customer complaint records

• Additional inspection information

Normal variations in color, fragrance, texture, packaging, print positioning, or appearance that remain within reasonable manufacturing tolerances are not necessarily considered defects.

6. Claims Caused by Shipping

Where damage or loss appears to have occurred during transportation, BUFSOU may assist with a carrier or insurance claim.

The customer must cooperate by providing evidence and documentation within the carrier’s required time limit.

Compensation for shipping damage may be limited by:

• The agreed Incoterm

• Carrier liability limits

• Insurance coverage

• Freight-forwarder terms

• Availability of evidence

• Whether the damage was recorded at delivery

Failure to report visible damage to the carrier at the time of delivery may affect the outcome of the claim.

7. Available Remedies

If a claim is accepted, BUFSOU will determine the appropriate remedy according to the nature and quantity of the affected products.

Possible remedies may include:

• Replacement products

• Replacement in the next shipment

• Credit toward a future order

• Partial refund

• Refund for the confirmed affected quantity

• Other commercially reasonable resolution

BUFSOU will not normally refund an entire order where only part of the order is affected.

The maximum remedy will generally not exceed the amount paid for the confirmed affected products, unless otherwise required by law.

8. Return Authorization

Products must not be returned without prior written authorization from BUFSOU.

If a return is approved, BUFSOU will provide instructions regarding:

• Return destination

• Authorized quantity

• Required documents

• Shipping method

• Time limit

• Responsibility for return freight

Unauthorized returns may be refused and will not automatically qualify for a refund.

9. Return Shipping Costs

If the claim results from a confirmed BUFSOU error or manufacturing defect, BUFSOU will determine whether return shipping, replacement, credit, or refund is the most appropriate solution.

If a return is exceptionally approved for a reason not caused by BUFSOU, the customer will normally be responsible for:

• Return freight

• Customs charges

• Insurance

• Handling

• Inspection costs

• Restocking costs

10. Storage and Handling

Customers must store products according to any provided storage instructions and protect them from:

• Excessive heat

• Direct sunlight

• Freezing

• Moisture

• Contamination

• Improper handling

• Unauthorized repackaging

BUFSOU is not responsible for deterioration or damage caused by improper storage, transportation, handling, or resale practices after delivery.

11. Consumer Returns

Wholesale customers are responsible for establishing and managing their own consumer return and refund policies in accordance with the laws of the markets where they sell.

BUFSOU is not automatically responsible for refunds, promotions, discounts, or customer-service decisions made by a reseller without prior written approval.

12. Chargebacks and Payment Disputes

Customers should contact BUFSOU and allow a reasonable opportunity to investigate and resolve any order problem before initiating a payment dispute or chargeback.

Fraudulent, inaccurate, or unjustified chargebacks may result in suspension of future wholesale purchasing privileges.

13. Contact

To submit a wholesale claim, please contact BUFSOU through the Contact page on our website and provide the order details and supporting evidence described in this policy.