Reimbursement and return policy
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Once you email us to request a return, we will respond 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's not right, we'll fix it—NO NONSENSE, we promise. Don't like or aren't happy with the product? You can return any new, unused, and unaltered item within 30 days of your item being delivered. We'll refund your original payment method or exchange the product for another one.
If the return is made by the consumer within 30 days of delivery, the consumer is responsible for the shipping costs. The specific costs 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 satisfied with performance, item doesn't fit, item doesn't meet my expectations, etc.)
- Misinterpretation of product description (failure to fully read item details/descriptions/characteristics)
- Cancellation of the order 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 30 days of delivery of the item
When
- 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:
- 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 tags/cards included.
- 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 ZU Company (generally within 7 working days of receipt of goods by the warehouse), 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 up to 2 to 14 business days after the credit is applied for it to appear 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 fee (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 in error.
- Please do not abuse this policy by ordering multiple (more than 2) copies 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 down your choices.
Return shipping options:
- All shipments must be prepaid; COD packages will be refused.
- Any refused, undelivered or abandoned package will be subject to a service charge of 10 euros.
- When the customer pays return shipping - In the case of a return due to customer error, the return shipping costs are the customer's responsibility and the shipping costs are paid by the customer. No prepaid return label is provided in this case. It is important to note that the initial shipping and handling charges will be deducted from your total refund, and any orders with special shipping charges will be subject to a deduction 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'll claim the inventory and receive your new order promptly!
- The cost of returning your initial order remains 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 cancelled when they have the status "Order received". Once an order has the status "Order processed", it can no longer be cancelled 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 malfunctioned. 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 the 15% restocking fee as well as the shipping fees paid by the seller. If a customer claims an item is defective/damaged, they must provide proof of this 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 will examine 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 (non-man-made), we will provide free warranty service for parts replacement, but we cannot accept refund. 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.
Stage 2:
Take a picture of what you shipped and send it to us, along with the tracking number. Service fees depend on warranty coverage. (Please check warranty coverage)
Stage 3:
We confirm that the goods have been returned and we are checking the problem. Please also email us your precise contact information (name, mobile phone number, detailed address, postal code).
Stage 4:
We will return the goods to you.
Thank you for your cooperation!
For return address, please contact customer service by email to obtain the address:
shanzu@shanzuchef.com.
More information:
E-mail : shanzu@shanzuchef.com
Merchant address:
2503, 25/F, Shangmei Center Building,
Qinghu Road, Qinghua Community, Longhua Street,
Longhua District, Shenzhen, Guangdong, China
