Refund policy

SUNMAX 30-Day Return & Exchange Policy

At SUNMAX, we understand that commercial equipment is a significant investment. We want customers to purchase with confidence and know that if something goes wrong, we will stand behind the products we sell.

Most eligible SUNMAX products may be returned within 30 days of delivery, subject to the conditions below. If your product arrives damaged, defective, or incorrect, we will work with you to make it right.

Our goal is simple: clear expectations, fair returns, and dependable support before and after your purchase.

1. Our Return Promise

If there is a problem with your order, we take responsibility.

If your product arrives damaged, has a verified manufacturing defect, or is different from what you ordered, please contact us within 30 days of delivery.

Depending on the situation, SUNMAX may provide:

Technical troubleshooting
Replacement parts
Repair
Replacement equipment
Onsite service when available
Return for refund

If a return is required because of a verified product defect, shipping damage, incorrect item, or SUNMAX error, SUNMAX will cover the reasonable return transportation cost.

Changed your mind? You can still return it.

Eligible products may also be returned within 30 days for reasons unrelated to a defect.

If the product is unused, complete, undamaged, clean, and in original or equivalent resalable condition, there is no restocking fee.

For a non-defective or buyer-remorse return, the customer is responsible for applicable return transportation costs.

2. 30-Day Return Window

Unless otherwise stated on the product page, an eligible return must be requested within 30 calendar days of delivery.

Examples of eligible reasons include:

Product arrived damaged
Product is defective
Incorrect product was shipped
Customer ordered the wrong model or size
Product is no longer needed
Customer's project or requirements changed

Submitting a return request within 30 days does not create an unlimited return period. Once SUNMAX authorizes the return, the product must be shipped or made available for pickup by the Return-By Date provided in the return instructions.

3. Parcel Returns

Products that can safely be returned through a parcel carrier such as FedEx or UPS generally follow the process below.

Defective, Damaged, or Incorrect Product

Please contact SUNMAX and provide your order number and information showing the issue.

We may request photos, videos, order numbers, error codes, or other reasonable information needed to identify the problem.

If a return is necessary due to a verified defect, shipping damage, incorrect item, or SUNMAX error, SUNMAX will provide an appropriate prepaid return method.

Change of Mind / Ordered Incorrectly / No Longer Needed

Eligible parcel products may be returned within 30 days.

The customer is responsible for return shipping when the return is not caused by a product defect, shipping damage, or SUNMAX error.

Products should be returned with all included parts, accessories, manuals, chargers, and other components.

4. LTL / Freight Equipment Returns

Commercial equipment such as floor scrubbers, sweepers, pallet jacks, stackers, and other large machines may require specialized LTL freight transportation.

Because these products are large and expensive to transport, their return process differs from a standard parcel return.

If Your Machine Has a Problem

Please contact us before arranging freight transportation.

Many commercial equipment issues can be diagnosed and resolved without transporting an entire machine across the country.

SUNMAX may ask for:

Photos or videos showing the issue
Error codes or display information
Order number
Photos of affected components
Basic troubleshooting results

Depending on the situation, we may provide troubleshooting, replacement parts, repair, replacement equipment, onsite service where available, or authorize a freight return.

If an LTL return is required because of a verified manufacturing defect, shipping damage, incorrect item, or SUNMAX error, SUNMAX will cover the reasonable return freight cost.

5. Non-Defective LTL Returns

Eligible LTL equipment may still be returned within 30 days when there is no product defect.

Examples include:

Ordered the wrong model
Ordered the wrong size
Machine is larger or smaller than expected
No longer needed
Project was cancelled
Business requirements changed
Customer prefers another model
Machine works properly but does not meet the customer's preference

For these returns, the customer is responsible for return transportation.

You may arrange your own qualified freight carrier, or SUNMAX may assist in arranging transportation for you.

If SUNMAX arranges the return freight, the applicable return transportation cost may be deducted from the refund.

6. LTL Return Pickup Requirements

To arrange a freight return, SUNMAX may request:

Pickup address
Contact person's name
Working telephone number
Business/residential location type
Available pickup dates and times
Loading dock/forklift availability, if applicable
Photos of the machine
Photos of the pallet, crate, and packaging

The machine must be properly prepared for transportation.

This may include:

Draining applicable liquid tanks
Securing loose components
Returning included accessories
Protecting controls and exposed components
Securing the machine to a suitable pallet
Reusing the original crate when appropriate
Strapping and/or shrink-wrapping the shipment

SUNMAX will provide additional instructions when necessary.

7. Return-By Date & Return Authorization Expiration

Once SUNMAX approves a return, we will provide a Return-By Date.

Unless SUNMAX provides a different deadline, the product must be tendered to the designated carrier within 10 calendar days after return authorization and within the applicable return eligibility period.

Parcel Returns

The package must be dropped off with the designated carrier on or before the Return-By Date.

LTL / Freight Returns

The customer must provide the requested pickup information and make the properly packaged equipment available for carrier pickup on or before the Return-By Date.

If SUNMAX is arranging the carrier, the customer will be considered to have met the deadline when the customer has:

Provided all required pickup information on time;
Properly prepared the equipment for transportation; and
Made the equipment available for the scheduled pickup.

A carrier scheduling delay outside the customer's control will not affect return eligibility.

If the Return-By Date Is Missed

If the customer does not ship the product or make it available for an authorized pickup by the Return-By Date, the return authorization may expire and SUNMAX may decline the return.

If SUNMAX agrees to extend or reactivate an expired return authorization, additional costs resulting from the delay may be deducted from the refund where applicable, including actual:

Carrier cancellation charges
Failed pickup charges
Re-dispatch charges
Storage charges
Additional transportation charges

If a scheduled LTL pickup is missed because the customer, shipment, or properly packaged equipment is unavailable, the carrier's actual attempted-pickup or re-dispatch charge may be deducted from the refund.

Continued use of a product after a return has been authorized may also affect the refund if the product accumulates additional wear, damage, contamination, operating hours, or loss of value.

SUNMAX will not penalize the customer for delays caused by SUNMAX or the carrier.

8. Restocking & Condition-Based Deductions

We want this part of our policy to be straightforward.

Unused & Resalable — No Restocking Fee

SUNMAX does not charge a restocking fee for an eligible product returned within the applicable return period when it is:

Unused
Clean
Complete
Undamaged
Unmodified
In original or equivalent resalable condition
Returned with all included accessories and components

Opening packaging or reasonably inspecting a product does not by itself result in a restocking fee.

Used, Damaged, Dirty, or Incomplete Products

A return may be subject to a condition-based deduction of up to 45% if its condition has materially reduced its resale value.

Examples include:

Significant or commercial use
Excessive operating hours
Damage unrelated to the reported defect
Missing parts
Missing accessories
Missing battery or charger
Significant dirt, debris, chemicals, oil, or residue
Unauthorized modifications
Improper handling
Return-transit damage caused by inadequate packaging
Other material deterioration occurring while in the customer's possession

The deduction will be determined after inspection based on the returned product's actual condition and loss of value.

When a deduction applies, SUNMAX will document the reason.

9. Wear Items & Consumable Parts

Certain components naturally wear during normal operation.

Examples may include:

Brushes
Scrubbing pads
Squeegee blades
Filters
Dust bags
Belts
Similar consumable or routine-maintenance components

Unused Wear Items

New and unused eligible wear items may generally be returned within 30 days.

Used Wear Items

Once a wear item has been installed and used, it is generally non-returnable because normal use changes its condition.

However, if the item arrived defective, damaged, or incorrect, please contact SUNMAX. We will review the issue and provide an appropriate solution.

Normal wear from operation is not considered a manufacturing defect.

10. Non-Wear Replacement Parts

New and unused non-wear replacement parts may generally be returned within 30 days.

Examples may include:

Motors
Pumps
Controllers
Switches
Chargers
Electrical components
Mechanical assemblies

Installed electrical or mechanical parts may require inspection before refund approval.

If a part fails due to a manufacturing defect, it will be handled under the applicable warranty.

Special-order, customized, or specially sourced parts may be non-returnable when this restriction is disclosed before purchase.

11. Batteries

Unused batteries may be returned when eligible and when permitted by applicable transportation and hazardous-material requirements.

Once a battery has been installed or used, return transportation may be restricted for safety and regulatory reasons.

If you believe a battery is defective, contact SUNMAX before shipping it.

Do not independently ship a battery that is:

Swollen
Leaking
Physically damaged
Overheating
Punctured
Otherwise potentially unsafe

Our support team will provide appropriate instructions.

12. Exchanges & Upgrades

Ordered the wrong size? Need a larger machine?

Contact us before initiating a return. An exchange or upgrade may be easier than completing a return and placing a separate order.

For a non-defective exchange:

The customer is responsible for applicable transportation costs.
Any price difference between models will apply.
Returned equipment remains subject to inspection and the return conditions described in this policy.

If the exchange is necessary because SUNMAX shipped an incorrect product, SUNMAX will be responsible for the reasonable transportation costs.

13. Freight Delivery & Visible Shipping Damage

LTL freight deliveries commonly require a working telephone number and delivery appointment.

Please make sure the carrier can reach you.

When receiving freight, we strongly recommend inspecting the shipment before signing the delivery receipt.

If you notice visible damage:

Take clear photos of the shipment, crate/pallet, and damaged area.
Note the damage on the carrier's delivery receipt/BOL whenever possible.
Keep the packaging.
Contact SUNMAX promptly.

For the strongest freight-claim documentation, we recommend reporting visible freight damage within 48 hours of delivery.

This 48-hour reporting recommendation does not replace applicable rights relating to defects that were not reasonably discoverable at delivery.

14. Failed or Refused Freight Deliveries

If a shipment cannot be delivered because the customer:

Cannot be reached to schedule delivery
Provides an incorrect or incomplete address
Provides an unusable telephone number
Is unavailable for a confirmed delivery appointment
Refuses an undamaged shipment for a non-defect reason

and the shipment is returned to SUNMAX, the actual outbound and return transportation charges may be deducted from the refund where permitted.

If a shipment appears damaged, please contact SUNMAX before refusing delivery whenever reasonably possible so we can help determine the appropriate next step.

15. Return Inspection

All returned products may be inspected after they arrive at our facility.

The inspection may verify:

Product identity and serial number
Reported defect
Operating condition
Usage
Physical condition
Cleanliness
Missing parts/accessories
Unauthorized modifications
Return-shipping damage
Packaging condition where relevant

For a return based on an alleged defect, if inspection determines that the product operates normally and no reported defect can be verified, the return may be treated as a non-defective return. Applicable return transportation costs and condition-based deductions may then apply.

16. Refund Process

Our return process is designed to be predictable.

Step 1 — Contact SUNMAX

Provide your order number and reason for the return.

Step 2 — We review the request

For product-related problems, we may request photos, videos, or troubleshooting information.

Step 3 — We provide return instructions

If approved, SUNMAX will provide return instructions and a Return-By Date.

Step 4 — Ship or prepare the product for pickup

Parcel products must be tendered to the carrier by the deadline. LTL products must be properly prepared and made available for the scheduled pickup.

Step 5 — Warehouse inspection

After the return arrives, SUNMAX will inspect the product and confirm its condition.

Step 6 — Refund

Approved refunds are normally processed to the original payment method within 3 business days after completion of the return inspection.

Financial institutions and payment processors may require additional time before the credit appears in your account.

If deductions apply, SUNMAX will provide an explanation of the applicable charges or condition adjustment.

17. What Happens After 30 Days?

The end of the 30-day return period does not mean the end of SUNMAX support.

The return policy and manufacturer warranty are separate.

If your machine develops a problem after the return window, contact SUNMAX Technical Support.

Depending on the product, warranty status, and nature of the issue, support may include:

Technical troubleshooting
Replacement parts
Repair assistance
Return-to-facility repair
Onsite service where available
Other warranty remedies

Please refer to the applicable SUNMAX Manufacturer Warranty for specific coverage, duration, and exclusions.

18. Frequently Asked Questions

Do I have to pay return shipping if my machine is defective?

If a return is required because of a verified manufacturing defect, shipping damage, incorrect product, or SUNMAX error, SUNMAX will cover the reasonable return transportation cost.

What if I ordered the wrong machine?

Eligible products can still be returned within 30 days. For a non-defective return, you are responsible for the applicable return transportation cost.

We recommend contacting us first because an exchange or upgrade may be easier.

Is there always a restocking fee?

No.

An unused, complete, clean, undamaged product returned in original or equivalent resalable condition within the applicable return period has no restocking fee.

Can I open the box to inspect the product?

Yes. Opening the packaging and reasonably inspecting the product does not by itself result in a restocking fee.

Can I use the machine and then return it?

A reasonable inspection or initial functional test is different from putting a machine into commercial service.

Significant use, additional operating hours, dirt, wear, damage, contamination, or other loss of resale value may result in a condition-based deduction.

Why do you ask for photos or videos?

Commercial machines contain many serviceable components. A photo or short video can often allow our technicians to identify the problem and provide a solution without requiring you to ship a several-hundred-pound machine across the country.

It can significantly reduce downtime and inconvenience.

Why do you need my phone number for an LTL return?

Freight carriers typically need a working contact number to arrange pickup. Without accurate contact information, the carrier may be unable to complete the pickup.

What is the Return-By Date?

It is the deadline provided after your return is approved.

Unless otherwise stated, an authorized return must be tendered to the carrier within 10 calendar days after authorization and within the applicable return eligibility period.

What if the freight carrier cannot pick up my machine before the Return-By Date?

If you provided the required information on time, properly prepared the equipment, and made it available for pickup, a carrier scheduling delay will not count against you.

What happens if I miss my scheduled freight pickup?

If the pickup is missed because the shipment, equipment, or customer is unavailable, the carrier may charge an attempted-pickup or re-dispatch fee.

Any actual additional carrier charge caused by the missed pickup may be deducted from the refund.

What if I don't return the product by the Return-By Date?

The return authorization may expire.

If SUNMAX agrees to extend or reactivate it, actual additional transportation, cancellation, re-dispatch, or storage costs caused by the delay may apply.

Please contact us as soon as possible if you know you cannot meet the deadline.

Can SUNMAX arrange freight if I'm responsible for return shipping?

Yes. In many cases we can arrange the return carrier for you. The applicable transportation cost can then be deducted from your refund.

You may also arrange your own qualified freight carrier after receiving return authorization and instructions from SUNMAX.

Can I return a used brush, squeegee blade, or pad?

Generally no. These are wear items whose condition changes during normal use.

If the item arrived defective, damaged, or incorrect, contact us and we will review the issue.

What happens if SUNMAX receives the machine and cannot find the reported defect?

We will inspect and test the returned equipment.

If no defect can be verified and the machine operates normally, the return may be processed as a non-defective return. Applicable transportation costs and any condition-based deduction may apply.

What if my machine develops a problem after 30 days?

The 30-day return window and manufacturer warranty are different. An eligible machine may continue to receive warranty support after the return period ends.

Will I lose my return because the carrier was late?

No. If you fulfilled your responsibilities on time and the delay was caused by SUNMAX or the carrier, we will not penalize you for that delay.

19. Before Purchasing Large Equipment

We encourage customers purchasing commercial equipment to contact us if they are unsure about:

Machine size
Cleaning width
Floor compatibility
Battery type
Runtime
Charger requirements
Doorway clearance
Ramp or elevator access
Pallet compatibility
Fork dimensions
Facility electrical requirements
Other application-specific requirements

Our team would rather help you select the correct machine before your order ships than have you incur unnecessary return freight afterward.

20. Need Help?

Our responsibility to our customers does not end when the product is delivered.

For product selection, technical support, warranty assistance, replacement parts, exchanges, or returns, please contact:

SUNMAX Customer Support
Phone: 800-788-0856
Email: service@sunmaxus.com

Please obtain return authorization before shipping equipment to our facility.