Refund policy

At SUNMAX, we aim to provide our customers with a seamless shopping experience. We understand that sometimes, you may need to return or exchange a product. To make this process as easy as possible, we have established the following Return and Exchange Policy:

1. Eligibility Criteria:

• Our 30-Days Money Back Guarantee backs your purchase! Free Returns are acceptable within 30 days after delivery due to the product's quality or shipping damage issues.
• The returned products need to be properly packaged to ensure their safety during transportation.
• Products that have been damaged due to customer misuse, negligence, or accidents are NOT eligible for returns or exchanges.
• Some products may be non-returnable because they are subject to wear and tear:
• Consumables parts: Items like brushes, pads, squeegees, filters, and other parts that have a limited lifespan and are designed to be replaced regularly.
• Worn or Used Parts: Components that show significant signs of wear or use, as they may not be suitable for resale.
• Custom or Special Order Parts: Parts that were custom-made or specially ordered for a specific machine and cannot be used in other equipment.
• Opened or Used Cleaning Solutions: Cleaning solutions that have been opened and partially used are often non-returnable due to hygiene and safety concerns.
• Returns and exchanges may be subject to additional terms and conditions based on the type of product.

2. Return Process:

• To initiate a return, contact our Customer Support Team by sending email to sales@sunmaxus.com.
• Provide your order number and a detailed reason for the return, send pictures or videos to show the defectives or damages.
• Customer Support will provide you with return instructions, including an RMA (Return Merchandise Authorization) number or a return shipping label (if applicable).

3. Exchange Process:

• To request an exchange, contact our Customer Support Team by sending email to service@sunmaxus.com.
• Provide your order number, the product you wish to exchange, and details about the replacement product.
• Customer Support will guide you through the exchange process.

4. Shipping Costs:

• Customers are responsible for the cost of shipping returns or exchanges, except in cases of defective or wrongly shipped products.
• We recommend using a trackable shipping method to ensure your return is received successfully.

5. Restocking Fee Policy

To maintain product quality and operational integrity, we apply the following restocking policy:

• A 5% restocking fee applies to all returns of unused floor cleaning machines that are in original packaging with all accessories.
• Return must be requested within 30 days of delivery.
• Returns must be pre-approved and customer is responsible for return shipping.
• Items that show signs of use, damage, or are missing parts may be subject to up to 45% restocking fee, or denied return.
• Refurbished, custom and special-order machines are non-returnable.

6. Refund and Exchange Processing:

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund or exchange.
• Refunds, if approved, will be processed to your original payment method within 3 business days.
• Exchanges, if approved, will be processed, and the replacement product will be shipped to you as soon as possible.

7. Contact Us:

• If you have any questions regarding our return and exchange policy, contact our Customer Support Team at service@sunmaxus.com.

This policy is subject to change and should be reviewed periodically. Your use of our services and purchase of products implies your acceptance of this policy. We are committed to ensuring your satisfaction, and our team is ready to assist you with any questions or concerns. Thank you for choosing SUNMAX.