FAQ & Help Center
After-Sales Service
Return & Exchange Policy
Can I return a product if it's not suitable?
Yes, for standard in-stock products, if you are not completely satisfied, you can contact us to request a return within 60 days of receiving the goods. The returned items must be unused, undamaged, and in their original packaging for resale.
How do I initiate the return process?
Please first contact the sales representative who served you, and explain the reason for the return. They will guide you through the process and provide a Return Merchandise Authorization (RMA) number. Please do not send the goods back before you have received an RMA number.
Who pays for the shipping costs of a return?
If the return is due to our fault (e.g., wrong shipment, product with quality defects), we will bear the shipping costs both ways. If the return is due to a customer's reason (e.g., wrong model ordered, project cancellation), the customer will be responsible for the return shipping costs, and a 25% restocking fee will be charged.
Can special custom-made products be returned?
No. Because custom products are specially produced according to your unique requirements and cannot be resold, all custom orders are final sales and are not eligible for cancellation or return in any form. We appreciate your understanding.
Warranty Policy
Do TFL products come with a quality warranty?
Yes, we provide a quality warranty for all our products, guaranteeing they are free from defects in materials and workmanship. We are confident in our product quality and take responsibility for every item.
How long is the warranty period, and what does it cover?
Our warranty primarily covers premature failure caused by material or manufacturing defects under recommended operating conditions. The specific warranty period varies by product series and application. Please contact our sales team for the exact warranty terms for your purchased products.
How do I file a warranty claim if a product fails within the warranty period?
If you suspect a product has a quality issue, please stop using it immediately and contact us. You will need to provide proof of purchase (e.g., invoice number), the product model, a description of the problem, and photos or videos if possible. Our technical team will evaluate the situation and guide you through the subsequent inspection or replacement process.
What is your process for resolving batch quality issues?
We have a strict batch management and traceability system. Once a batch quality issue is confirmed, we will immediately initiate a high-level response procedure: 1) Emergency isolation of all affected products in the batch; 2) Root cause analysis by our quality and engineering teams, followed by a report; 3) Providing a solution, including free replacement of all problematic products or a full refund, and bearing the associated reasonable shipping costs; 4) Implementing corrective and preventive measures to prevent future occurrences.
Problem Resolution
I have an issue with my order or product. Who should I contact?
Your fastest channel for help is to directly contact your dedicated sales representative, as they are most familiar with your order. Alternatively, you can email our official customer service inbox at info@sdtflbearing.com, and our team will respond as soon as possible.
How quickly do you respond to after-sales issues?
We commit to responding to your issue feedback within 24 business hours and will assign a dedicated person to follow up until the problem is satisfactorily resolved.
What information should I provide for faster problem resolution?
Providing clear and comprehensive information helps us pinpoint the problem quickly. We recommend you provide: 1) Your order or invoice number; 2) The product model and quantity; 3) A detailed description of the problem; 4) Clear photos or a short video to demonstrate the issue.
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