Refund and Returns Policy

1. Introduction

At Zhongshan Lixin Electric Appliance Co., Ltd. (“we”, “our”, or “us”), we are committed to delivering high-quality kitchen appliances and reliable OEM/ODM manufacturing services to our customers. We understand that occasionally issues may arise, and we aim to handle all refund and return requests fairly, transparently, and in accordance with this policy.

This Refund and Returns Policy applies to all products and services provided by us, including sample orders, trial orders, and bulk production orders. By placing an order with us, you agree to the terms outlined in this policy.

2. Scope of This Policy

This policy covers:

• Range hoods

• Gas hobs

• Disinfection cabinets

• Related accessories and components

• OEM/ODM customized products

This policy applies to all customers, including importers, distributors, brand owners, and retailers purchasing directly from us.

3. General Policy Overview

4. Conditions for Returns

To be eligible for a return, the following conditions must be met:

4.1 Defective or Damaged Products

You may request a return if:

• The product is defective or malfunctions upon receipt

• The product is damaged during shipping (visible damage to packaging and product)

• The product does not match the specifications confirmed in the order (size, material, color, electrical/voltage, etc.)

4.2 Return Request Timeline

• For samples and trial orders: Return requests must be submitted within 14 calendar days of receiving the shipment.

• For bulk orders: Return requests must be submitted within 7 calendar days of receiving the shipment.

• Requests submitted after these periods will be reviewed on a case-by-case basis.

4.3 Product Condition for Returns

Returned products must be:

• In new, unused, and resalable condition

• In the original packaging (or equivalent protective packaging)

• Complete with all accessories, manuals, and components included

• Accompanied by the original order confirmation and return request form

5. Return Process

To initiate a return, please follow these steps:

Step 1: Contact Us
Contact our customer service team at lixinhoodfactory@gmail.com or call us at +86 13242113171 / +86 13302409165 to request a return. Please provide:

• Your order number

• Product model and quantity

• Reason for return

• Supporting evidence (photos or videos of any defects or damage)

Step 2: Obtain Return Authorization
We will review your request and provide you with a Return Authorization Number (RAN) within 2–3 business days. Do not send any products back without a valid RAN. Unauthorized returns will not be accepted.

Step 3: Prepare and Ship the Product
Pack the product securely in its original packaging (or equivalent) and include:

• The Return Authorization Number clearly marked on the outside of the package

• A copy of the original order confirmation

• Any accessories and components originally included

Ship the product to the following address:

Zhongshan Lixin Electric Appliance Co., Ltd.
Attn: Returns Department (RAN: [Your RAN Number])
No. 5, Kuizhong Road, Dayan Industrial Zone, Huangpu Town
Zhongshan City, Guangdong Province, China

Step 4: Inspection and Resolution
Once we receive the returned product, we will inspect it within 5–7 business days. After inspection, we will notify you of our decision regarding your refund or replacement request.

6. Refund Policy

6.1 Valid Refund Requests

You may be eligible for a refund in the following circumstances:

• The product was defective or non-functional upon arrival

• The product does not match the agreed specifications

• The product arrived damaged and was not usable

• The wrong product was shipped due to our error

6.2 Refund Amount

For valid refund requests, we will refund:

• Full product cost (less any applicable restocking fee)

• Shipping costs will be refunded only if the return is due to our error (incorrect product or defect)

Shipping costs are non-refundable for returns initiated for other reasons (e.g., customer changed mind, ordering error).

6.3 Refund Method

Refunds will be processed using the same payment method used for the original purchase. Refunds will be issued within 7–14 business days after we complete the return inspection and approve the refund.

6.4 Restocking Fees

7. OEM/ODM Customized Products

Important: Products manufactured to your specific customization requirements (including custom branding, packaging, appearance, controls, electrical/gas configurations, or other modifications) are not eligible for return or refund unless the defect is due to our manufacturing error.

We strongly recommend placing a sample or trial order before committing to large-scale production to verify product quality and specifications. Sample orders are eligible for return under the terms outlined in Section 4 above.

7.1 What Defines a Customized Product?

A product is considered customized if any of the following elements are tailored to your specifications:

• Logo or branding (silkscreen, heat transfer, metal nameplate)

• Custom packaging design (color box, labels, manual)

• Specific materials or finishes

• Custom control panel or button layout

• Specific voltage, plug type, or gas configuration

• Unique dimensions or capacity

• Custom burner design or layout

8. Order Cancellation Policy

8.1 Before Production

If you cancel your order before production has started, you will receive a full refund of any deposit paid.

8.2 During Production

If you cancel your order after production has started but before completion, you will be responsible for:

• Costs of materials already purchased

• Work already completed

• Any non-refundable deposits

8.3 After Production

Once production is completed and the order is ready for shipment, cancellation is not possible, and no refund will be issued.

8.4 Sample Orders

Sample orders may be cancelled within 24 hours of placement for a full refund. After 24 hours, production may have started, and cancellation will be assessed on a case-by-case basis.

9. Damaged or Lost Shipments

9.1 Damaged Shipments

If your shipment arrives with visible damage:

1. Inspect the product immediately upon receipt

2. Document the damage with photos showing the packaging and product condition

3. Note the damage on the delivery receipt before signing

4. Contact us immediately at lixinhoodfactory@gmail.com

We will work with the shipping carrier to file a claim and arrange for a replacement or refund. Please retain all original packaging until the claim is resolved.

9.2 Lost Shipments

If your shipment is lost in transit:

1. We will work with the shipping carrier to initiate a tracer investigation

2. If the shipment is confirmed lost, we will either:

   • Ship a replacement order at our cost, or

   • Issue a full refund (including shipping costs)

9.3 Shipping Insurance

All shipments are insured for the full value of the goods during transit. We will provide the shipping documents and assist with the claims process as needed.

10. Warranty Coverage

Our products are covered by a manufacturer’s warranty. For detailed warranty terms, please refer to our separate Warranty Policy document. The warranty covers manufacturing defects and material failures under normal use.

Warranty does not cover:

• Damage caused by improper installation or use

• Damage caused by accidents, misuse, or neglect

• Damage caused by unauthorized repairs or modifications

• Normal wear and tear

• Products used in commercial settings beyond specified capacity

11. Return Shipping Costs

For returns where the customer pays shipping, we recommend using a trackable shipping service with insurance. We are not responsible for return shipments that are lost or damaged in transit.

12. Non-Returnable Items

The following items are not eligible for return or refund:

• Customized/bespoke products (see Section 7)

• Products damaged by customer misuse or improper installation

• Products with modified or tampered serial numbers

• Products purchased more than 14 days ago (samples) or 7 days ago (bulk)

• Products not in original condition or missing accessories

• Discontinued or clearance items

• Products used beyond the specified warranty period

13. Exchange Policy

We offer exchanges for products that are:

• Defective upon receipt

• Damaged during shipping

• Shipped incorrectly due to our error

Exchanges will be processed within 7–10 business days of receiving the returned product. Shipping costs for exchanges due to our error will be covered by us. Exchanges for other reasons are handled on a case-by-case basis.

14. Tax and Duties

Refunds do not include any taxes, customs duties, or import fees paid to your local authorities. These charges are the responsibility of the buyer and are non-refundable through us. You may contact your local customs office for information on reclaiming duties on returned goods.

15. Contact Us

For all return, refund, or exchange requests, please contact us:

When contacting us, please have your order number and product information ready to expedite the process.

16. Policy Updates

We reserve the right to update or modify this Refund and Returns Policy at any time without prior notice. Any changes will be posted on this page with an updated “Last Updated” date. Your continued use of our services following the posting of changes constitutes your acceptance of those changes.