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Legal

Refund Policy

Last updated: 11 November 2026

We charge only our matching service fee. We do not collect or hold payment for goods — you pay factories directly.

72-hour match-or-refund

If we do not deliver an authorized quote or introduction within 72 consecutive hours from the time your request is confirmed complete, we will refund you in full, including any payment processing fees.

  1. Review and when the clock starts. The 72-hour clock starts when your request is confirmed complete, or at the time of payment if we have not asked you for missing information within 24 hours. We complete our review of your materials within 24 hours of payment.
  2. Pause, resume, and missing information. Each request for missing information is sent by email or in-site message and lists the exact items that are missing. The timestamps when the clock is paused and when it resumes are visible on your order page. If you do not supply the missing information within 7 days, you may cancel and receive a full refund.
  3. Successful match. A successful match means all of the following, recorded with a system timestamp: the name of the factory's authorized representative; at least one direct contact method; and written consent to be contacted and willingness to quote. If the contact details are invalid, or if the factory denies the introduction within 24 hours, the match is treated as unsuccessful. In that case the 72-hour refund applies.
  4. Refund timing and the 3-factory package. If the 72-hour clock expires without a successful match, we refund you in full by the original payment method within 5 business days; we bear any PayPal processing fees. For the 3-factory package, one-third of the package price is refunded for each factory for which a successful match is not completed.

Current list prices are: single factory introduction $19; 3-factory package $49; first-year membership $9.90; monthly membership $12. Active members pay 20% off the single introduction ($15.20) and the 3-factory package ($39.20). Cart and checkout show the original price and the member price. The amount refunded is the price you paid at checkout.

Memberships

Annual membership is a one-time payment of $9.90 for 12 months. It does not renew automatically; it ends after 12 months. It includes one factory introduction and, for 12 months, 20% off further single introductions and 3-factory packages. It is limited to one per customer.

Monthly membership is a one-time payment of $12 for one month and does not renew automatically. We remind you before it ends so you can decide whether to buy again. It includes one factory introduction and 20% off further single introductions and 3-factory packages during that month.

Included introduction not matched in 72 hours? We restore it, or refund $9.90 on request. For the first-year membership, if the included introduction is not completed within 72 hours (as defined above), the default remedy is to restore one introduction credit; the membership itself is kept. A full refund of the $9.90 membership fee is made only if you expressly ask for a refund.

Included introduction not matched in 72 hours? We restore it, or refund $12 on request. For the monthly membership, if the included introduction is not completed within 72 hours (as defined above), the default remedy is to restore one introduction credit; the membership itself is kept. A full refund of the $12 membership fee is made only if you expressly ask for a refund.

Factory-visit bookings

Factory-visit bookings are not yet available. Their cancellation and refund terms will be published here before bookings open.

EU/UK consumers

EU/UK consumers: You have 14 days from purchase to withdraw. If you asked us to start within that period, you lose this right once the service is fully performed (for an introduction, when it is delivered); if you withdraw before then, we refund the payment minus a proportionate amount for work already done.

Optional tips

A tip may be left only after a successful introduction, as a separate PayPal payment for goods and services linked to your request. Tipping is optional. Default is $0. The “No thanks” and “Leave a tip” choices are equally prominent. Amount options are $5, $10, or a custom amount of at least $5. You may ask for a tip to be returned within 14 days. Tips are a payment for goods and services, not a charitable gift.

How refunds are paid

Unless a more specific rule above applies, refunds under this policy are returned by the original payment method. For the 72-hour match-or-refund, the refund is completed within 5 business days and includes payment processing fees, which we bear.

To request a refund, use your order page or email support@chinafactorymatch.com.