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 have emailed us to request a return, we will respond within 48 hours.

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

 

30-Day Money-Back Guarantee

If your order arrives and it is not correct, we will fix it, NO NONSENSE, we promise. Don't like the product or are not satisfied? You can return any new, unused, and unmodified item within 30 days of delivery of your item. We will refund you according to your original payment method or exchange the product for another.

Within 30 days of order delivery, if the return is made by the consumer, the shipping fees are the responsibility of the consumer. Specific fees depend on the express shipping company you have chosen.

Within 30 days of order delivery, if, for reasons attributable to us, the received goods are damaged or incorrect, the consumer is not required to pay shipping fees for this reason.

 

Returns can be requested in these cases:

  • Buyer's remorse (not satisfied with performance, the item does not suit me, the item does not meet my expectations, etc.)
  • Misinterpretation of the product description (failure to fully read the details/descriptions/features of the item)
  • Order cancellation after the item has 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 a wrong delivery address
  • Within 30 days of item delivery

 

When SHAN ZU covers return shipping costs - SHAN ZU covers return shipping costs if the reason for the return is due to 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 30-day return period (assuming the customer assembled the item correctly according to the instruction manual).

 

Refund policy:

  • The item must have been purchased on shanzuchef.com.
  • Returned products must be new, unused, and include the original box and/or packaging with all included tags/cards.
  • The return or exchange request must be made within 30 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, an additional 2 to 14 business days may pass after the credit is applied before it appears on your account.
  • You will be responsible for all shipping costs to return your order to our warehouse within 30 days of delivery, including the initial shipping and handling fees (8% of the order value for Germany, for all other regions, it will be 15%), unless the returned item is defective, inaccurately described, or the order was sent by mistake.
  • Do not abuse this policy by ordering multiple (more than 2) copies of the same item or a similar item with the intention of returning most of your order. Feel free to contact us if you are unsure about the series you like before placing your order, and we will be happy to help you narrow down your choice.

 

Return shipping options:

  • All shipments must be prepaid; cash on delivery packages will be refused.
  • Any refused, undelivered, or abandoned package will be subject to a 10 euro service fee.
  • When the customer pays return fees - In the case of a return due to customer error, return shipping fees are the customer's responsibility and shipping fees are paid by the customer. No prepaid return label is provided in this case. It is important to note that initial shipping and handling fees will be deducted from your total refund and any order with special shipping fees will be subject to a deduction of 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!
  • Return shipping costs for your original order remain your responsibility.

 

Order cancellation/modification:

  • If you change your mind, act quickly! We process orders very quickly.
  • Orders can only be modified or canceled when they have the status "Order Received". Once an order has the status "Order Processed", it can no longer be canceled or modified, as 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 when 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 photos/videos to support your claim that the item arrived damaged or is malfunctioning. If a customer refuses to send or does not send photos/videos of an allegedly damaged or defective item, this return will be treated as "buyer's remorse" and the customer will be solely responsible for reshipping the item. The customer is also subject to a 15% restocking fee as well as shipping fees paid by the seller. If a customer claims an item is defective/damaged, they must provide proof before returning it, with no exceptions. 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 proceed with a refund.

 

90-day warranty

Within 90 days of order delivery, if the product has a quality problem (not caused by humans), we will provide free warranty service for parts replacement, but we cannot accept refunds. Refunds are only valid for 30 days from the order delivery date. After 90 days, we no longer provide warranty service.

 

Exchange processing flow:

Step 1:

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

Step 2:

Take a photo of what you shipped and send it to us, along with the tracking number. Maintenance fees depend on the warranty coverage. (please check the warranty coverage)

Step 3:

We confirm that the goods have been returned and we check the problem. Please also send us your accurate contact details (name, mobile phone number, detailed address, postal code) by email.

Step 4:

We will resend the goods 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 address:

2503, 25/F, Shangmei Centre Building,

Qinghu Road, Qinghua Community, Longhua Street,

Longhua District, Shenzhen, Guangdong, China