Refund policy

Last Updated: [Insert Date]
This policy applies exclusively to all heavy and oversized products sold on our website, including but not limited to large patio umbrellas, gazebos, pergolas, tents, and outdoor furniture. Due to the nature of these products (large volume, heavy weight), they require special handling compared to standard retail goods.

1. General Return Eligibility

We stand behind the quality of our products. However, due to high sea freight costs and logistics complexity, returns and exchanges are subject to strict conditions.
  • Quality Issues (Defects): If the product arrives with manufacturing defects, structural failures, or damage caused by our packaging.
  • Non-Quality Issues: Requests for returns due to change of mind, color differences (minor color variations may occur), incorrect size ordered by the customer, or dissatisfaction with the product style are generally not accepted unless agreed upon in writing prior to shipment.

2. Return Window & Inspection

  • Notification Period: Any issues must be reported to us within 7 calendar days of receiving the goods. Claims made after this period will not be honored.
  • Original Condition: Approved returns must be in their original, unopened, and undamaged packaging. Once a product has been assembled, it is considered used and cannot be returned unless it is defective.

3. Return Shipping & Restocking Fees (Critical)

Given that these items ship via sea freight (LCL/FCL), returns are expensive and complex. The following fees apply:
Scenario
Who Pays Return Shipping?
Restocking Fee
Buyer's Remorse (Changed mind, ordered wrong size, etc.)
Buyer (You)
30% of product value + All round-trip sea freight costs.
Quality Defect (Confirmed by Seller)
Seller (Us)
No restocking fee.
Damaged in Transit (Reported within 24hrs)
Seller (Us)
No restocking fee.
Important Note: For returns due to buyer's remorse, you (the buyer) are responsible for arranging and paying for the return sea freight from your destination back to our warehouse in China, plus export customs clearance in your country. These costs often equal or exceed the cost of the product itself.

4. Damage During Transit & Disputes

Our policy aligns with the Incoterms stated in your order:
  • EXW / FCA / FOB / CIF Terms:
    • Risk transfers to the buyer once the goods are loaded onto the vessel at the port of origin.
    • We are not liable for damage during ocean transit. We strongly recommend purchasing cargo insurance.
    • If goods arrive damaged, you must file a claim with the shipping company/local agent using the photos/videos taken upon delivery. We will assist you with documentation.
  • DDP Terms:
    • We retain risk until the goods are delivered to your door.
    • If goods arrive damaged, notify us within 24 hours with photographic evidence. We will arrange for repair parts or replacements at our expense.

5. How to Initiate a Return or Claim

Step 1: Contact Us
Do not return any item without authorization. Email us at sales4@shunzhicai.com with:
  • Order Number
  • Description of the issue
  • Clear photos/videos of the product and packaging.
Step 2: Approval & Quote
Once we verify the issue, we will issue a Return Merchandise Authorization (RMA). For non-quality returns, we will provide a quote for the estimated return shipping costs so you can decide if it is economically viable to proceed.
Step 3: Return Shipment
If approved, we will provide the return address and logistics instructions. Do not destroy or dispose of the packaging until the issue is resolved.

6. Refunds

  • Upon receipt and inspection of the returned goods, refunds will be processed within 7 business days.
  • Refunds will be issued to the original payment method, minus any applicable shipping costs, customs duties, and restocking fees as outlined above.