CNCSP is a B2B sourcing platform. Purchase agreements are made directly between you and the supplier you select; CNCSP acts as an intermediary, not the seller. This policy explains our platform-level rules for cancellations, deposits, defects and disputes. Where a written contract with a supplier says otherwise, that contract prevails.
1. Nature of orders
Most products on CNCSP — plate, rotary (ERV core), polymer-membrane and heat-pipe air-to-air heat exchangers, AHU modules and custom heat-recovery skids — are made-to-order or engineered-to-spec industrial equipment. Standard retail "30-day return" rules generally do not apply.
2. Order cancellation
- Before production / tooling starts — you may cancel and receive a refund of the deposit, minus a reasonable administrative fee.
- After production has started — the deposit is typically non-refundable; any partial refund depends on recoverable materials and is negotiated case by case.
- After shipment — see the defect / non-conformance section below.
3. Deposits & payment terms
A typical arrangement is 30% T/T deposit to start production and 70% before shipment (or against a copy of the bill of lading). We strongly recommend withholding the final payment until you have reviewed pre-shipment inspection results.
4. Inspection
Request pre-shipment inspection (PSI) and factory acceptance tests (FAT). Third-party inspection by SGS, Bureau Veritas or an inspector you appoint is available at the buyer's cost. Ask for photos, videos and signed test reports before the balance is paid.
5. Non-conforming or defective goods
If goods arrive damaged in transit or do not match the agreed specification, notify the supplier within 15 days of receipt with clear photos, the inspection report and the purchase reference. The supplier is responsible for repair, replacement or a partial refund; CNCSP will mediate if the two sides cannot agree.
6. Warranty
Unless otherwise agreed in writing, equipment carries a 12-month warranty from commissioning covering manufacturing defects. The warranty does not cover misuse, improper installation, unauthorised modification or normal wear.
7. Returns
Custom-engineered equipment is generally not returnable. For standard, unmodified stock items, a return may be accepted within 14 days of delivery, unused and in original packaging, at the buyer's shipping cost and subject to the supplier's written policy.
8. Refund timing
Once a refund is agreed (cancellation, defect settlement or return approval), it is processed to the original payment method within 7–15 business days.
9. Dispute resolution
Open a claim through the platform message centre. CNCSP provides mediation. Unresolved disputes may be submitted to arbitration (e.g. CIETAC) or resolved under the applicable law agreed in your contract. We keep written records of all order communications to support resolution.
10. Chargebacks
Before initiating a chargeback with your bank or card network, contact disputes@cncsp.com. We cooperate fully with legitimate claims and can often resolve the issue faster through the platform.
11. Contact
Order or quality questions: disputes@cncsp.com. Last updated: 30 October 2026.