Refund policy

Refund & Return Policy

Order Cancellation

Orders are typically processed within 1 business day (excluding weekends and holidays).

  • Same-day cancellation: If you cancel your order on the same day it was placed, we will attempt to stop shipment and issue a full refund within 1–2 business days.

  • Orders already shipped: If the order has already been shipped, we may request the carrier to Return to Shipper (RTS). If delivery is attempted, please refuse the package. Once the item is confirmed on its way back to us, the refund will be processed within 2–3 business days.

Return Policy

We accept returns within 90 days of delivery.

To start a return, please contact our customer service and request a Return Authorization Number (RA#).

Return requirements:

  • Returns sent without authorization may not be accepted.

  • Items must be unused and in original packaging.

  • Customers must provide order ID, reason for return, and return tracking number.

  • Refunds will be processed after the returned item has been received and inspected.

For non-quality related returns, the customer is responsible for return shipping costs.


Damaged or Defective Items

If your product arrives damaged during shipping or has a manufacturing defect, please contact us and provide clear photos of the issue.

After verification, we will offer one of the following solutions:

  • Replacement, or

  • Full refund

In most cases, the defective item does not need to be returned.

Non-Quality Related Returns

If the return is not related to product quality (such as change of mind, incorrect purchase, or personal preference), the following conditions apply:

  1. Please contact our customer service before returning the item.

  2. You must provide photos showing the product is unused and in good condition.

  3. Once approved, we will provide the return address and instructions.

  4. The item must be returned in its original condition and packaging.

After we receive and inspect the returned item, the refund will be processed accordingly.

Important Return Notes

  • Please keep the original packaging in case a return is required.

  • Returns without contacting us first may not be accepted.

  • Items returned in used or damaged condition may be subject to a partial refund.

Warranty

All SAILUN products include a 1-year limited warranty covering defects in materials or workmanship under normal residential use.

This warranty does not cover:

  • Misuse, accidents, abuse, or commercial use

  • Improper assembly or product modification

  • Damage caused by other equipment

  • Normal wear and tear

  • Incidental or consequential damages

This warranty applies only to SAILUN hardware products.