Refund policy

Returns and Refunds

This policy covers products supplied by Jiangsu Ruowei Energy Technology Co., Ltd. under the Royal Way brand. For return, refund or order-quality questions, contact sales@rwoiltool.com.

Standard Stock Products

You may request a return of a standard stock product within 30 calendar days after delivery. For a return unrelated to a defect or supply error, the goods must be unused, uninstalled, unaltered and in their original packaging. Please provide the order reference and product details so we can confirm eligibility and return instructions.

Custom and Made-to-Order Products

Custom and made-to-order products are not eligible for change-of-mind returns after production has begun. This does not exclude a claim for a defect, an incorrect supply or nonconformity with the agreed order specifications.

For a cancellation requested before production begins, please contact us to confirm whether the order can be cancelled. Any deduction is limited to documented, non-recoverable costs that were agreed with you in advance and have actually been incurred.

Damaged, Incorrect or Nonconforming Goods

Please inspect your delivery and notify us promptly of damage, an incorrect item or a suspected defect. Include your order reference, affected quantity, product or batch identification where available, and photos of the goods and packaging. This helps us assess the issue with you.

After the issue has been verified, we will agree an appropriate remedy with you, such as replacement, rework or a refund. Where the issue results from our defective or incorrect supply, we will cover reasonable costs of the agreed corrective action and any return transport we authorize.

Return Authorization and Shipping Costs

Please obtain written return authorization before sending goods back. We will provide the receiving address and return instructions. Do not send goods to an office or factory address without confirmation.

For an approved return unrelated to a defect or supply error, you are responsible for the return shipping cost, and the original shipping charge is not refunded. This does not apply where we agree otherwise or applicable law requires a different outcome.

Refund Processing

Once a refund has been approved and any goods required to be returned have been received and inspected, we will initiate the refund within 10 business days. If no return is required, this period starts when the refund is approved. Business days mean Monday through Friday, excluding public holidays in China.

Refunds will be issued to the original payment method where possible, or by another method agreed with you. Your bank or payment provider may need additional time to make the funds available. Please contact sales@rwoiltool.com if you need help locating an approved refund.

Your Statutory Rights

Nothing in this policy limits rights or remedies that cannot lawfully be excluded. Mandatory cancellation, return or conformity rights take precedence where they apply.