Refund & Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

1. Order Cancellation

You may cancel your order for a full refund by contacting our customer service before the goods are shipped or produced.
Once the item has been dispatched from our warehouse, order cancellation is no longer available, and you need to follow the return process below to apply for a refund.

2. Return Eligibility & Time Limit

We accept returns within 14 calendar days after you receive the package.

To qualify for return, all of the following conditions must be met:

  • The machine is unused, no fuel filled, no scratch, wear, modification or assembly damage;
  • All original accessories, tools, manuals and complete original outer & inner packaging are intact and clean;
  • Provide valid purchase order number as proof of purchase;
  • Submit inspection materials: 1 working video of the machine + 2 clear photos of full packaging as required by customer service.

Customized, personalized special‑order machines are excluded from the 14‑day return policy and cannot be returned for personal reasons.

3. Return Shipping Cost Rules

  • If the return is caused by our mistakes: damaged goods in transit, wrong model shipped, missing accessories, we will bear the full return shipping cost.
  • If the return is for personal reasons (you change your mind, not satisfied with the equipment without quality defects), you shall take full responsibility for all return shipping fees based on the carrier’s official quotation.
  • We do not charge any restocking fee for eligible returns.

4. Return Operation Steps

  1. Send an email to our support mailbox to submit a return application, attach your order number, product photos and video materials;
  2. Our customer service will review your request within 1–5 working days and send you the official return address and shipping guidance after approval;
  3. Deliver the well‑packed machine to the designated logistics provider within the 14‑day return window;
  4. Send us the tracking number and delivery photo after shipment;
  5. We will inspect the returned machine after receiving it at our US warehouse.

5. Refund Processing

Once we receive and pass the inspection of your returned goods, we will send you an email notification of inspection result.
If your refund application is approved, funds will be automatically returned to your original payment account within 10 working days.

Late or Missing Refunds

If you have not received the refund after 15 working days since approval:

  1. Double‑check your bank or credit card account first;
  2. Contact your card issuing company, bank processing delays are common;
  3. If the above steps do not solve the problem, please contact our customer service via email.

6. Damaged & Defective Items Upon Receipt

Please fully inspect your machine immediately after receiving the package. If the machine arrives broken, defective or mismatched with your order, contact us right away with photos & video evidence. We will arrange free replacement or full refund, and cover all related shipping costs.

Contact Information

For all return, refund and policy questions, please reach our customer service via email: support@chanzethor.com