Refund and Return Policy
Thank you for choosing SHAN ZU. We guarantee that all SHAN ZU products are strictly tested by our quality inspector before delivery. If you need after-sales service, please contact us by email: shanzu@shanzuchef.com.
Once you email us to request a return, we will respond within 48 hours.
We offer a 45-day full money-back guarantee and a 180-day warranty.
45-day money-back guarantee
If your order arrives and it is incorrect, we will fix it, NO NONSENSE, we promise. Don’t like the product or not satisfied with it? You can return any new, unused, and unmodified item within 45 days of item delivery. We will refund you using your original payment method or exchange the product for another one.
Within 45 days of order delivery, if the return is made by the consumer, the shipping costs are the consumer’s responsibility. The specific costs depend on the express shipping company you choose.
Within 45 days of order delivery, if, for reasons attributable to us, the goods received are damaged or incorrect, the consumer is not required to pay the shipping costs for this reason.
Returns may be requested in these cases:
- Buyer’s remorse (not satisfied with the performance, the item is not suitable for me, the item does not meet my expectations, etc.)
- Misinterpretation of the product description (failure to read the item's details/descriptions/specifications in full)
- Order cancellation after the item has been shipped, even if you have not yet received the item.
- The customer purchased the wrong item
- The customer accidentally purchased too many items
- The customer accidentally provided an incorrect delivery address
- Within 45 days of item delivery
When SHAN ZU covers return shipping costs — SHAN ZU covers return shipping costs if the reason for the return is the result of OUR error. Here are some examples:
- The item arrived defective and cannot be repaired with a replacement part
- We shipped the wrong item
- We shipped the item to the wrong address
- We shipped a duplicate order
- The item malfunctioned during the 45-day return period (assuming the customer assembled the item correctly according to the instruction manual).
Refund policy:
- The item must have been purchased from shanzuchef.com.
- Returned products must be new, unused, and include the original box and/or packaging with all included labels/cards.
- The return or exchange request must be made within 45 days of order delivery.
- Once your return is received and inspected by SHAN ZU Company (generally, within 7 business days after the warehouse receives the goods), your refund will be processed and a credit will be applied to your credit card or original payment method. Please note that, depending on your credit card issuer, it may take an additional 2 to 14 business days after the credit is applied for it to be posted to your account.
- You will be responsible for all shipping costs to return your order to our warehouse within 45 days of delivery, including the original shipping and handling costs (8% of the order value for Germany; for all other regions, 15%), unless the returned item is defective, inaccurately described, or the order was sent in error.
- Please do not abuse this policy by ordering multiple (more than 2) copies of the same or a similar item with the intention of returning most of your order. Please feel free to contact us if you are unsure which series you like before placing your order, and we will be happy to help you narrow down your selection.
Return shipping options:
- All shipments must be prepaid; packages shipped cash on delivery will be refused.
- Any refused, undeliverable, or abandoned package will be subject to a 10 euros service fee.
- When the customer pays the return costs — In the case of a return due to customer error, the customer is responsible for the return costs and pays the shipping costs. No prepaid return label is provided in this case. It is important to note that the original shipping and handling costs will be deducted from your total refund, and any order with special shipping charges will be subject to a deduction for our actual shipping costs.
Exchanges:
- Need an exchange? After processing your return, simply place a new order for the exchanged merchandise. This means you will claim the inventory and receive your new order quickly!
- You are responsible for the return shipping costs of your original order.
Order cancellation / modification:
- If you change your mind, act quickly! We process orders very quickly.
- Orders can only be modified or canceled while they have the status "Order received". Once an order has the status "Order processed", it can no longer be canceled or modified because it has been processed by our warehouse and is in the queue to be shipped.
- If your order has been shipped, we will refund your payment once you return your order to us.
To cancel your order, please contact us at shanzu@shanzuchef.com.
Return process:
For items that arrive damaged or defective, YOU MUST provide supporting photos/videos for your claim that the item arrived damaged or is malfunctioning. If a customer refuses or fails to send photos/videos of an allegedly damaged or defective item, the return will be treated as “buyer's remorse,” and the customer will be solely responsible for reshipping the item. The customer will also be charged a 15% restocking fee, as well as the shipping costs paid by the seller. If a customer claims that an item is defective/damaged, they must provide proof before returning it, without exception. Use the contact form to submit photos/videos for your return request.
Once we have received the approved returned item, we inspect its condition. If the item is found to be defective, we will issue a refund.
180-day warranty
Within 180 days of order delivery, if the product has a quality issue (not caused by the customer), we will provide free warranty service for replacement parts, but we cannot accept refunds. Refunds are only valid for 45 days from the order delivery date. After 180 days, we no longer provide warranty service.
Exchange processing flow:
Step 1:
Please contact us by email at shanzu@shanzuchef.com, tell us about your issue, and confirm the solution.
Step 2:
Take a photo of what you shipped and send it to us, along with the tracking number. Service fees depend on warranty coverage. (Please check the warranty coverage.)
Step 3:
We confirm that the goods have been returned and investigate the issue. Please also email us your precise contact details (name, mobile phone number, detailed address, postal code).
Step 4:
We will send the goods back to you.
Thank you for your cooperation!
For the return address, please contact customer service by email to obtain the address:
shanzu@shanzuchef.com.
More information:
Email: shanzu@shanzuchef.com
Tel: +1（636）318-3038
Merchant's address:
Germany
