Returns & Refunds

Last updated 8 November 2026

1. Change of mind — 14 days

You may return goods within 14 days of delivery for a refund of the goods value. To qualify:

• The goods are unused and undamaged.
• Cartons and inner bags are unopened and in original condition.
• You have your order number.

Freight is not refunded on change-of-mind returns, and the cost of sending the goods back is yours.

2. How to start a return

Email sales@mofankesupply.com with:

• your order number,
• which items and how many,
• the reason,
• a photo of the goods and the carton label.

We reply within 1 business day with the return address and instructions. Please do not send goods back before you have that reply — unannounced returns arrive without an order attached and are difficult to process.

3. Faulty, damaged or short deliveries

Tell us within 7 days of delivery and include photos of the carton, the label and the affected goods. If the goods are faulty, damaged in transit or short of the quantity invoiced, we will replace them or refund them in full, including the freight paid on that item. You do not pay return freight in these cases.

Where a replacement is not practical, for example because the batch is sold out, we refund instead.

4. Made-to-order goods

Goods produced to your specification — non-standard colour, non-standard length, your own printed packaging, or quantities outside our listed tiers — cannot be returned for change of mind. They are still covered if they are faulty or not as specified.

5. Refunds

We inspect returned goods within 5 business days of arrival and refund within 5 business days after that. Refunds go back to the original payment method: bank transfer to the account that paid, or PayPal to the account that paid. We do not refund to a third party’s account.

We do not deduct restocking fees.

6. What is not a defect

These are normal and are not grounds for a claim:

• Small dimensional variation. Moulded plastic fixings carry a normal manufacturing tolerance. A length or diameter slightly outside the nominal figure is not a fault.
• Colour variation between batches. Natural and recycled polymer varies in shade. Bag labels, not colour, identify the product.
• Screws are not included. Our anchors and plugs are supplied without screws, as stated on every product page. Missing screws is not a short delivery.
• Use in the wrong substrate. Each product page states the wall type it is made for. A wall plug used in plasterboard, or an anchor used in brick, will not hold and is not a product fault.
• Installation error. Driving an anchor at high speed, skipping a required pilot hole, or over-tightening can damage the fixing or the board.

7. Your statutory rights

Nothing in this policy limits any right you have under the law that applies to your purchase and that cannot be excluded by agreement. This policy sits on top of those rights, it does not replace them.

8. Questions

Email sales@mofankesupply.com. We reply within 1 business day, Guangzhou time (UTC+8).