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 delivered. 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 to you within 48 hours.

We offer a 30-day full 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 aren't satisfied with it? You may return any new, unused, and unaltered item within 30 days of delivery of your item. We will refund you to your original payment method or exchange the product for another one.

Within 30 days following delivery of the order, if the return is made by the consumer, shipping costs are the responsibility of the latter. The specific charges depend on the express shipping company you choose.

Within 30 days of delivery of the order, if, for reasons of our own, the goods received are damaged or incorrect, the consumer is not obliged to pay the shipping costs for this reason.

Returns may be requested in these cases:

  • Buyer's remorse (not happy with performance, item doesn't fit me, item doesn't meet my expectations, etc.))
  • Misinterpretation of the product description (failure to fully read the details/descriptions/characteristics of the item)
  • Canceling the order after the item has been shipped, even if you have not received the item yet.
  • The customer purchased the wrong item
  • Customer accidentally purchased too many items
  • Customer accidentally provided wrong shipping address
  • Within 30 days of item delivery

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

Refund policy:

  • Returned products must be new, unused and include the original box and/or packaging with all tags/cards included.
  • The item must have been purchased on shanzuchef.com
  • The return or exchange request must be made within 30 days of 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 the 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 and other costs associated with returning your order to our warehouse, unless the returns are for defective products, products that are not 'were not accurately described or incorrect commands.
  • Do not abuse this policy by ordering multiple (more than 2) copies of the same or similar item with the intent of returning the majority of your order. Please 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 choice.

Return shipping options:

  • All shipments must be prepaid; packages sent COD will be refused.
  • Any refused, undelivered or abandoned package will be subject to a 10 euro service fee.
  • When the customer pays the return shipping costs - In the case of a return due to customer error, the return shipping costs are the responsibility of the customer and the shipping costs are paid by the customer. No prepaid return label is provided in this case. It is important to note that initial shipping and handling charges will be deducted from your total refund and any orders with special shipping charges will be deducted from 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 inventory and receive your new order quickly!
  • The return costs of your initial order remain your responsibility.

Cancellation / modification of the order:

  • 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 statement that the item arrived damaged or malfunctioning. If a customer refuses to send or fails to send photos/videos of an allegedly damaged or defective item, such return will be treated as "buyer's remorse" and the customer will be solely responsible for reshipping the item. article. The customer is also subject to the 15% restocking fee as well as shipping costs paid by the seller. If a customer claims an item is defective/damaged, they must provide proof before returning it, no exceptions. Use the contact form to submit photos/videos of your return request.

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

90 day warranty

Within 90 days after order delivery, if the product has any quality problem (not man-made), we will provide free warranty service for parts replacement, but we cannot accept reimbursement. 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 about 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 costs depend on warranty coverage. (please check warranty coverage)

Step 3:

We confirm that the goods have been returned and we are checking the problem. Please also email us your precise contact details (name, mobile number, detailed address, zip code).

Step 4:

We will return the goods to you.

Thank you for your collaboration!

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 Center Building,

Qinghu Road, Qinghua Community, Longhua Street,

Longhua District, Shenzhen, Guangdong, China