Privacy Policy

1. Global Shipping

We ship our products to international markets through qualified logistics and courier partners.

Depending on the destination country, product requirements, and customer preferences, we can support different international shipping arrangements, including:

• Door-to-Door Delivery
• DDP (Delivered Duty Paid)
• DAP (Delivered at Place)
• Other agreed international shipping arrangements

The available shipping method will be confirmed with the customer before shipment.

For certain countries or regions, shipping arrangements may be subject to local import regulations, customs requirements, product registration status, or other regulatory restrictions.

2. DDP & Door-to-Door Delivery

Where DDP service is available and agreed upon, we can arrange delivery to the customer's designated address, including applicable customs clearance, duties, and import taxes as specified in the quotation.

For Door-to-Door shipments, the exact scope of service will be confirmed in the commercial quotation or sales agreement.

3. Shipping Time

We will arrange shipment according to the agreed production and delivery schedule. Estimated delivery times may vary depending on:

• Destination country and region
• Product availability & production lead time
• Customs clearance and local import procedures
• Regulatory requirements
• Public holidays or transportation disruptions
• Carrier or logistics service conditions

Any delivery time provided by us is an estimated timeframe unless a specific delivery commitment has been expressly agreed in writing. For international shipments, customs clearance and local regulatory procedures may affect the final delivery date.

4. Customs & Import Requirements

International shipments may be subject to customs clearance and local regulatory requirements.

Customers are responsible for providing accurate consignee information and any documentation reasonably required to facilitate customs clearance or importation.

For DDP shipments, the applicable duties and taxes covered by the DDP quotation will be confirmed before shipment. For non-DDP shipments, any customs duties, import taxes, clearance fees, or other destination charges not included in the agreed quotation will be borne by the customer.

Where required, customers are responsible for ensuring that the products can legally be imported and used in their destination market.

5. Delivery & Receipt of Goods

Customers should ensure that the delivery address, consignee name, telephone number, and other shipping information provided to us are accurate and complete.

Upon receipt, customers are advised to inspect the outer packaging and products promptly.

If the shipment arrives with visible damage, customers should:

1. Take clear photographs of the package and products;
2. Record the damage with the carrier, where possible; and
3. Contact us as soon as possible after delivery.

This will allow us and our logistics partners to investigate and resolve the issue efficiently.

6. Damaged, Missing or Incorrect Products

If products are damaged during transportation, missing from the shipment, or the wrong products are delivered, please contact us promptly with relevant photographs, shipment information, and supporting documentation.

We will investigate the issue with the relevant logistics partner and, where the issue is confirmed to be our responsibility, provide an appropriate solution, which may include replacement, reshipment, credit, or refund as mutually agreed.

Claims relating to transportation damage or shortages should be reported as soon as reasonably possible after receipt.

7. Returns

Because our products are professional medical aesthetic and injectable products, returns are subject to strict quality, safety, and traceability requirements.

Returns are not accepted without prior written authorization from Xihong Biopharma. Products may only be returned where we have confirmed in writing that a return is appropriate.

Returned products must:

• Remain in their original condition;
• Be unopened and unused, unless otherwise agreed;
• Retain their original packaging, labels, batch/lot information, and traceability information; and
• Be returned according to our instructions.

Due to product safety and quality-control requirements, products that have been opened, used, improperly stored, damaged after delivery, or otherwise compromised may not be eligible for return or refund.

8. Non-Returnable Products

For safety, quality, and regulatory reasons, we generally do not accept returns for products that:

• Have been opened or used;
• Have been stored outside the specified storage conditions;
• Have been damaged after delivery;
• Have been relabeled, modified, or otherwise tampered with;
• Are returned without prior authorization; or
• Cannot be adequately verified for product traceability.

9. Order Cancellation

For cancellation requests, please contact us as soon as possible.

If an order has already entered production, been customized, labeled, or dispatched, cancellation may not be possible or may be subject to applicable costs.

For private-label, OEM, ODM, or customized products, cancellation and refund conditions will be governed by the applicable sales agreement or purchase order.

10. Regulatory & Exceptional Circumstances

International shipments may occasionally be delayed or affected by circumstances beyond our reasonable control, including customs inspections, regulatory requirements, changes in import policies, transportation disruptions, natural disasters, strikes, or other force majeure events.

In such circumstances, we will work with the customer and relevant logistics partners to identify a reasonable solution.

However, unless otherwise agreed in writing, we are not responsible for indirect losses, loss of business, loss of revenue, or other consequential losses resulting from shipping delays or customs-related issues.

11. Contact Us

For questions regarding shipping, delivery, customs clearance, or returns, please contact our international sales team before placing an order or as soon as an issue occurs.

We are committed to providing reliable global logistics solutions and professional support throughout the order and delivery process.