Refund And Return Policy

Thanks for choosing SHAN ZU. We guarantee 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.

After you email us to apply for a return, we will reply to you in 48 hours. 

We offer an 30-day full money back guarantee and 90 days warranty.

 

30 Days Money Return Guarantee

If your order arrives and it is not right, we will fix it, NO NONSENSE, we promise. Don't like the product or just not happy with it? You can return any new, unused and unaltered item within 30 days of delivery of your item. We will issue a refund to your original payment method or exchange the product for another one.

Within 30 days of delivery of the order, if the return is caused by the consumer, the consumer is responsible for the shipping fee. The specific fee is based on the express company you choose.

Within 30 days of delivery of the order, if due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

 

Returns can be requested in these cases: 

  • Buyers Remorse (Not satisfied with performance, Item doesn’t fit me correctly, Item doesn’t meet my expectations, etc)
  • Misinterpretation of Product Description (failure to fully read item details/ descriptions / features)
  • Order Cancellation after the item already shipped out, even if you have not yet received the item
  • The customer bought the wrong one
  • The customer accidentally bought too many
  • The customer accidentally provided the wrong shipping address
  • Within 30 days of delivery of your item

 

When SHAN ZU Pays For Return Shipping - SHAN ZU will pay for the cost of return shipping if the reason for return was the result of OUR error. Examples of instances may include:

  • Item arrived defective and cannot be fixed with a replacement part
  • We shipped out the wrong item
  • We shipped it to the wrong address
  • We shipped a duplicate order
  • Item malfunctioned during the 30 day returns period (Assuming the customer assembled the item properly per the instruction manual)

 

Refund Policy:

  • Returned products must be in new, unused condition and include the original box and/or packaging with all labels/cards included.
  • The item must have been purchased through shanzuchef.com
  • The return or exchange request is made within 30days of the delivery of the order. 
  • Once your return is received and inspected by SHAN ZUCompany (usually within 48 business hours of receipt), your refund will be processed and a credit will be applied to your credit card or original method of payment. Please note that depending on your credit card company, it may take an additional 2-14 business days after your credit is applied for it to be posted to your account.
  • Within 30 days of delivery of your item, you are responsible for all shipping costs and other costs associated with getting your order back to our warehouse except if returns are for defective products,products that were not described accurately, or incorrect orders.
  • Please do not abuse this policy by ordering multiple (more than 2) of the same or similar item with the intention of returning the majority of your order. Please contact us if you are unsure of which Series you like before placing your order and we will be happy to help you narrow it down.

 

Return Shipping Options:

  • All shipments must be made prepaid; packages shipped COD will be rejected.
  • Any Refused, Undelivered, or Abandoned package will be subject to a €10 Service Fee.
  • When the Customer Pays For Return Shipping- In the case of a return due to customer error, return shipping is the customer’s responsibility and shipping charges are paid by the customer. Pre-paid return shipping labels are not provided in these instances. It is important to note that original shipping and handling costs will be deducted from your total refund, and any order offered with special shipping charges is subject to a deduction of our actual outbound shipping costs.

 

Exchanges:

  • Need to make an exchange? After you process your return, simply place a new order for the exchange merchandise. That means you'll claim the inventory and get your new order fast!
  • You are still responsible for return shipping costs on your original order back to us.

 

Order Cancellation / Modifications:

  • If you change your mind, act quickly! We turn around and process orders extremely fast.
  • Orders can be modified or canceled only while their status is labeled "Order Received." Once an order has a status of "Order Processed," it cannot be cancelled or modified, as the order has been processed by our warehouse and is in the queue to be shipped out.
  • If your order has been shipped, we will refund your payment when you send back the order.

To cancel your order, please contact us shanzu@shanzuchef.com.

 

Return Process:

For items that arrive damaged or are defective, YOU MUST provide video/photos to support your claim that the item arrived damaged or is malfunctioning. If a customer refuses to or fails to send photos/video of a claimed malfunctioning/damaged item, this return will be treated as “buyer’s remorse” and the customer is solely responsible for shipping it back. The customer is also vulnerable to the 15% restocking fee as well as any shipping charges the seller has paid out. If a customer claims an item is defective/damaged, the customer must provide proof prior to return, with no exceptions. Use the Contact Us form to submit pics/videos for your return request.

Once we have received the approved returned item, we will review its condition. If the item is found to be defective, we will issue a refund.

 

90 Days Warranty

Within 90 days of the delivery of the order, if there is any quality problem (not man-made) with the product, we will provide free warranty service for parts replacement, but cannot accept refund. Refunds are only valid for 30 days from the date of the delivery of the order. After 90 days, we no longer provide any warranty service.

 

Exchange Processing flow:

Step 1:

Please contact us by email at shanzu@shanzuchef.com, let us know your problem, and confirm the solution.

Step 2:

Take a picture of what you shipped and send it to us, as well as the tracking number. The maintenance fee depends on whether it is within the warranty. (please check the Warranty coverage)

Step 3:

We confirm the goods were returned and checked the problem. Please also email us your

specific contact details (name, cell phone number, detail address, ZIP 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: +86 15937951755

 

Merchant Address:

2503, 25/F, Shangmei Centre Building,

Qinghu Road, Qinghua Community, Longhua Street,

Longhua District, Shenzhen, Guangdong, China