RETURN, REPLACEMENT & PRODUCT CLAIM POLICY

New Edge Co., Ltd. (“New Edge”, “we”, “our”) is committed to providing products that meet the quality requirements mutually confirmed with our customers.

This Policy outlines the principles relating to product returns, product quality claims, and support measures applicable to products supplied by New Edge through the website or official sales channels.

1. Scope of Application

This Policy applies to:

• Standard products;

• OEM/ODM products;

• And custom-made products manufactured according to customer requirements.

2. Cases Eligible for Return, Replacement, or Product Claims

Customers may submit a request for support in the following cases:

• Products with manufacturing defects;

• Products damaged during transportation due to the responsibility of New Edge or designated carriers;

• Incorrect products, specifications, or quantities delivered;

• Products not conforming to the technical specifications mutually confirmed between both parties.

3. Conditions for Claim Processing

To facilitate inspection and verification, customers are required to:

• Provide valid order information or proof of purchase;

• Provide photos or descriptions of the issue;

• Provide lot numbers, traceability information, or other relevant information (if applicable);

• Ensure that the products remain in a condition suitable for inspection and root cause verification.

New Edge reserves the right to request:

• Sample return;

• On-site inspection;

• Or technical evaluation prior to issuing a resolution decision.

4. Notification Timeline

Customers are requested to notify New Edge of issues relating to:

• Quantity discrepancies;

• Visual defects;

• Or delivery discrepancies

within 03 working days from the date of receipt.

For technical or quality-related issues arising during product use, handling timelines shall be subject to commercial agreements or mutually confirmed technical conditions between both parties.

5. Resolution Measures

Depending on the specific case, New Edge may apply one or more of the following support measures:

• Product replacement;

• Replenishment of missing quantities;

• Repair or technical corrective action;

• Refund;

• Commercial credit;

• Or other appropriate support measures as mutually agreed between both parties.

6. Return Shipping Costs

Where defects are confirmed to be the responsibility of New Edge, we may support transportation costs related to product return, replacement, or claim handling.

 For cases not attributable to New Edge, customers may be responsible for the related transportation costs.

7. Non-Applicable Cases

This Policy may not apply to:

• Products used improperly or contrary to instructions;

• Products stored under unsuitable conditions;

• Products altered, repaired, or improperly modified;

• Products used outside the specified technical conditions or intended application;

• Normal wear and tear during use;

• OEM/ODM or custom-made products approved by the customer prior to production, except where defects are confirmed to be attributable to New Edge.

8. Right of Refusal

New Edge reserves the right to reject support requests if:

• Insufficient verification information is provided;

• Inspection conditions are not met;

• Fraudulent activity or policy abuse is suspected;

• Or the issue is determined not to be the responsibility of New Edge.

9. Policy Amendments

New Edge reserves the right to update or amend this Return, Replacement & Product Claim Policy at any time in order to align with:

• Business operations;

• Operational capabilities;

• Or applicable legal regulations.

The updated version shall become effective from the date it is officially published on New Edge’s website.

10. Contact Information

For any inquiries regarding product returns or quality claims, please contact New Edge through the official communication channels published on our website.