I. Order Processing & Production

1. Order Confirmation

After you submit an order through the Labelix system, we will coordinate with our partnered production facilities to commence custom manufacturing based on your requirements. Once the order status changes to "In Production," the production order is deemed to have been issued.

2. Production Lead Time

Production lead times may vary depending on the product. The specific delivery timeframe will be clearly displayed in the system at the time you place your order. Labelix will coordinate with the production facility to complete the order within the agreed timeframe.

3. Quality Inspection

Upon completion, Labelix will conduct rigorous quality inspections. Only products that pass inspection will be scheduled for shipment. If any significant quality issues are identified, we will coordinate rework or reproduction to ensure you receive compliant goods.

4. Order Cancellation

Since most products on the Labelix platform are manufactured on-demand according to customer requirements, order cancellation is governed by the following rules:

• Cancellation Before Production Begins: If your order has not yet entered the production queue, you may apply for cancellation within 30 minutes after payment, and Labelix will process a full refund. After 30 minutes, if production has not substantially commenced, you may contact Customer Service to negotiate cancellation; applicable material preparation costs incurred may be deducted.
• Cancellation After Production Begins: Once production has commenced (including but not limited to material cutting, printing, or embroidery), orders are generally non-cancellable. Because custom products are unique and cannot be resold to other customers, any cancellation request will require you to bear all production costs already incurred. The refund amount will be the balance after deducting actual production costs.
• Special Note for Cross-Border Orders: Due to the complexities of international logistics and customs, cancelling or returning overseas orders after production has begun involves high cross-border shipping costs and complicated customs procedures. We strongly recommend that you carefully verify all design details, sizes, and quantities before placing your order.

II. After-Sales & Return/Exchange Policy

1. After-Sales Notice for Custom Products

Products on the Labelix platform are primarily personalized and made-to-order. Because custom products are manufactured specifically according to the designs, specifications, and requirements you submit, they possess the following characteristics:

• Uniqueness: Each custom product is produced exclusively for your needs and cannot be resold to other customers.
• Cross-Border Return Costs: If your delivery address is outside the country of production, returning goods to the production facility involves high international shipping fees, complex customs procedures, and potential tariff issues, making practical return extremely difficult.

Therefore, custom products are generally not eligible for no-reason returns or exchanges. If the product has quality issues, please contact Labelix Customer Service promptly. We will provide solutions based on the specific circumstances, including but not limited to partial refunds, re-shipment, or negotiated resolution.

2. After-Sales Scenarios Handled by Customer Service

If you encounter any of the following issues with your received product, please contact Labelix Customer Service within the specified timeframes and provide relevant photos/videos as evidence. We will verify and process your request accordingly:

3. Scenarios Not Eligible for Return/Exchange

• Custom or personalized products for which production has already commenced or been completed (the product was made exclusively for you and cannot be resold).
• Products clearly marked as "Final Sale" or "Non-Returnable."
• Intimate apparel such as underwear and socks (for hygiene reasons).
• Purchase orders for which an invoice has already been issued (please contact Customer Service first to handle invoice matters if after-sales support is needed).
• Product damage caused by improper use, maintenance, or unauthorized alterations by the customer.
• Products that have been worn, washed, altered, or whose tags/packaging have been removed after delivery.
• Returns requested due to subjective preference (e.g., change of mind, color differences within an acceptable range from screen display, subjective size dissatisfaction).
• After-sales requests submitted more than 30 calendar days after the delivery confirmation date.
• Order issues resulting from incorrect information provided by the customer (e.g., wrong address, wrong design file, wrong size selection).

4. After-Sales Resolution Options

Upon receiving your after-sales request, the Labelix Customer Service team will review it within 3–5 business days. Depending on the nature of the issue and actual circumstances, we may offer the following resolutions:

• Re-shipment / Reproduction: If the quality issue is confirmed and the product can be remade, we will re-ship or reproduce the item free of charge.
• Partial Refund: If the product has minor defects that do not affect overall use, or if the defective item need not be returned, a partial refund may be granted upon negotiation.
• Full Refund: Applicable only in cases of severe quality defects that cannot be remedied by re-shipment, or confirmed lost packages / severe shipping damage.
• Negotiated Resolution: For special circumstances, we will negotiate with you to determine the most appropriate solution.

5. Shipping Cost Liability

Shipping cost liability for after-sales cases is allocated as follows:

6. After-Sales Application Process

• Step 1: Contact Customer Service: Send an email to support@labelix.com or submit an application through the order page in your Labelix account. Please provide your order number, a description of the issue, and supporting photos or videos.
• Step 2: Review & Communication: Labelix will review your application within 3–5 business days. If additional materials are required, Customer Service will contact you.
• Step 3: Resolution Confirmation: Upon completion of the review, we will propose a resolution (re-shipment, partial refund, full refund, or negotiated resolution) for your confirmation before execution.
• Step 4: Return if Required: Only if explicitly requested by Customer Service, please package the product in its original condition, retaining all tags and packaging. Do not send the product directly back to the supplier without authorization. Labelix will inspect and process the return within 5–7 business days after receipt.

7. Refund Policy

• Refund Method: Refunds will be issued to the original payment method used for the purchase.
• Refund Timeline: After the after-sales resolution is approved and processed, the refund will be issued within 5–10 business days. Your financial institution may require additional processing time.
• Refund Amount: For refunds due to quality or logistics issues, a full product refund will be provided. Partial refund amounts will be determined based on negotiation.
• Replacement / Re-shipment: In cases of quality issues, the customer may choose to receive a replacement instead of a refund. Re-shipment does not require additional product or logistics fees.

III. Labelix Platform Guarantees

• Quality Commitment: Labelix conducts quality audits on all orders to ensure products comply with your confirmed design specifications and sample standards.
• Logistics Protection: Optional shipping protection services are available, with full logistics tracking.
• Dedicated Customer Support: Bilingual customer service in Chinese and English, with a target response time of 1–2 business days.
• Payment Security: Secure payment system with funds held in escrow by the platform.

IV. Contact Us

• Email: support@labelix.com
• Online: Submit an application through Labelix online customer service / order after-sales portal.
• Response Time: We aim to respond to all inquiries within 1–2 business days.

V. General Terms

• This Policy is governed by the laws of the People's Republic of China. Any dispute arising from this Policy shall be submitted to the Shenzhen Court of International Arbitration for resolution.
• Labelix reserves the right to update or modify this Policy at any time. The updated version will be published on this page with the "Effective Date" revised accordingly.
• By choosing to use Labelix services, you are deemed to have fully read, understood, and voluntarily accepted all terms of this Policy.
• If you have any questions, please feel free to contact Labelix online customer service.

I. Order Processing & Production

1. Order Confirmation

After you submit an order through the Labelix system, we will coordinate with our partnered production facilities to commence custom manufacturing based on your requirements. Once the order status changes to "In Production," the production order is deemed to have been issued.

2. Production Lead Time

Production lead times may vary depending on the product. The specific delivery timeframe will be clearly displayed in the system at the time you place your order. Labelix will coordinate with the production facility to complete the order within the agreed timeframe.

3. Quality Inspection

Upon completion, Labelix will conduct rigorous quality inspections. Only products that pass inspection will be scheduled for shipment. If any significant quality issues are identified, we will coordinate rework or reproduction to ensure you receive compliant goods.

4. Order Cancellation

Since most products on the Labelix platform are manufactured on-demand according to customer requirements, order cancellation is governed by the following rules:

• Cancellation Before Production Begins: If your order has not yet entered the production queue, you may apply for cancellation within 30 minutes after payment, and Labelix will process a full refund. After 30 minutes, if production has not substantially commenced, you may contact Customer Service to negotiate cancellation; applicable material preparation costs incurred may be deducted.
• Cancellation After Production Begins: Once production has commenced (including but not limited to material cutting, printing, or embroidery), orders are generally non-cancellable. Because custom products are unique and cannot be resold to other customers, any cancellation request will require you to bear all production costs already incurred. The refund amount will be the balance after deducting actual production costs.
• Special Note for Cross-Border Orders: Due to the complexities of international logistics and customs, cancelling or returning overseas orders after production has begun involves high cross-border shipping costs and complicated customs procedures. We strongly recommend that you carefully verify all design details, sizes, and quantities before placing your order.

II. After-Sales & Return/Exchange Policy

1. After-Sales Notice for Custom Products

Products on the Labelix platform are primarily personalized and made-to-order. Because custom products are manufactured specifically according to the designs, specifications, and requirements you submit, they possess the following characteristics:

• Uniqueness: Each custom product is produced exclusively for your needs and cannot be resold to other customers.
• Cross-Border Return Costs: If your delivery address is outside the country of production, returning goods to the production facility involves high international shipping fees, complex customs procedures, and potential tariff issues, making practical return extremely difficult.

Therefore, custom products are generally not eligible for no-reason returns or exchanges. If the product has quality issues, please contact Labelix Customer Service promptly. We will provide solutions based on the specific circumstances, including but not limited to partial refunds, re-shipment, or negotiated resolution.

2. After-Sales Scenarios Handled by Customer Service

If you encounter any of the following issues with your received product, please contact Labelix Customer Service within the specified timeframes and provide relevant photos/videos as evidence. We will verify and process your request accordingly:

3. Scenarios Not Eligible for Return/Exchange

• Custom or personalized products for which production has already commenced or been completed (the product was made exclusively for you and cannot be resold).
• Products clearly marked as "Final Sale" or "Non-Returnable."
• Intimate apparel such as underwear and socks (for hygiene reasons).
• Purchase orders for which an invoice has already been issued (please contact Customer Service first to handle invoice matters if after-sales support is needed).
• Product damage caused by improper use, maintenance, or unauthorized alterations by the customer.
• Products that have been worn, washed, altered, or whose tags/packaging have been removed after delivery.
• Returns requested due to subjective preference (e.g., change of mind, color differences within an acceptable range from screen display, subjective size dissatisfaction).
• After-sales requests submitted more than 30 calendar days after the delivery confirmation date.
• Order issues resulting from incorrect information provided by the customer (e.g., wrong address, wrong design file, wrong size selection).

4. After-Sales Resolution Options

Upon receiving your after-sales request, the Labelix Customer Service team will review it within 3–5 business days. Depending on the nature of the issue and actual circumstances, we may offer the following resolutions:

• Re-shipment / Reproduction: If the quality issue is confirmed and the product can be remade, we will re-ship or reproduce the item free of charge.
• Partial Refund: If the product has minor defects that do not affect overall use, or if the defective item need not be returned, a partial refund may be granted upon negotiation.
• Full Refund: Applicable only in cases of severe quality defects that cannot be remedied by re-shipment, or confirmed lost packages / severe shipping damage.
• Negotiated Resolution: For special circumstances, we will negotiate with you to determine the most appropriate solution.

5. Shipping Cost Liability

Shipping cost liability for after-sales cases is allocated as follows:

6. After-Sales Application Process

• Step 1: Contact Customer Service: Send an email to support@labelix.com or submit an application through the order page in your Labelix account. Please provide your order number, a description of the issue, and supporting photos or videos.
• Step 2: Review & Communication: Labelix will review your application within 3–5 business days. If additional materials are required, Customer Service will contact you.
• Step 3: Resolution Confirmation: Upon completion of the review, we will propose a resolution (re-shipment, partial refund, full refund, or negotiated resolution) for your confirmation before execution.
• Step 4: Return if Required: Only if explicitly requested by Customer Service, please package the product in its original condition, retaining all tags and packaging. Do not send the product directly back to the supplier without authorization. Labelix will inspect and process the return within 5–7 business days after receipt.

7. Refund Policy

• Refund Method: Refunds will be issued to the original payment method used for the purchase.
• Refund Timeline: After the after-sales resolution is approved and processed, the refund will be issued within 5–10 business days. Your financial institution may require additional processing time.
• Refund Amount: For refunds due to quality or logistics issues, a full product refund will be provided. Partial refund amounts will be determined based on negotiation.
• Replacement / Re-shipment: In cases of quality issues, the customer may choose to receive a replacement instead of a refund. Re-shipment does not require additional product or logistics fees.

III. Labelix Platform Guarantees

• Quality Commitment: Labelix conducts quality audits on all orders to ensure products comply with your confirmed design specifications and sample standards.
• Logistics Protection: Optional shipping protection services are available, with full logistics tracking.
• Dedicated Customer Support: Bilingual customer service in Chinese and English, with a target response time of 1–2 business days.
• Payment Security: Secure payment system with funds held in escrow by the platform.

IV. Contact Us

• Email: support@labelix.com
• Online: Submit an application through Labelix online customer service / order after-sales portal.
• Response Time: We aim to respond to all inquiries within 1–2 business days.

V. General Terms

• This Policy is governed by the laws of the People's Republic of China. Any dispute arising from this Policy shall be submitted to the Shenzhen Court of International Arbitration for resolution.
• Labelix reserves the right to update or modify this Policy at any time. The updated version will be published on this page with the "Effective Date" revised accordingly.
• By choosing to use Labelix services, you are deemed to have fully read, understood, and voluntarily accepted all terms of this Policy.
• If you have any questions, please feel free to contact Labelix online customer service.