Returns & Refund Policy

1. General Principle

EZHONG machines are custom-engineered heavy industrial equipment built to the buyer's confirmed specifications. Except as set out below, we do not accept returns or provide refunds for change-of-mind or non-use.

2. Warranty

Our machinery carries a warranty of 12 months from the date of shipment (or commissioning, whichever is earlier, as stated in the contract) against defects in materials and workmanship under normal use. Consumables and wear parts are excluded.

3. Defects & Claims

If a defect appears within the warranty period, notify us in writing with photos/video and the machine serial number within 15 days of discovery. We will, at our choice, repair, supply replacement parts, or (where justified) refund the affected portion after verification.

4. Non-Conformity

For goods that do not match the confirmed specifications, claims must be raised within 30 days of arrival. Resolution may include correction, replacement, or price adjustment per the contract.

5. Refunds

Refunds are issued only where required by the contract or applicable law (e.g., deposit refund if a contract is cancelled under agreed terms, or a verified irreparable defect). Refunds are made to the original payment method / bank account after deducting non-recoverable costs.

6. Spare Parts & Repair

Beyond warranty, we supply spare parts and paid repair / remote technical support worldwide.

7. Limitation

We are not liable for damage from misuse, improper installation, unauthorized modification, or force majeure. Our liability is limited to the contract value.

8. Contact

Warranty / returns: [email protected], +86 13929593079.

This policy is provided for general information and does not constitute legal advice. Have it reviewed by qualified counsel for your jurisdiction.

9. Non-Returnable Items

Because machines are built to your confirmed specifications, they are not returnable for change-of-mind. Standard spare parts may be returnable only if unopened and within 30 days, subject to a restocking fee agreed in writing.

10. Claim (RMA) Procedure

To open a warranty or defect claim: (1) email [email protected] with the serial number, photos / video, and a description; (2) our engineers assess and may request remote diagnostics; (3) we issue an RMA or a parts / repair plan; (4) resolved parts are shipped or on-site service arranged.

11. Refund Timing & Method

Where a refund is due, we process it within 30 days of agreement, to the original bank account or by T/T, after deducting non-recoverable costs (e.g., completed engineering, customized materials). Deposits already applied to production are not refundable once cutting begins.

12. Order Cancellation

Cancellation before production start may be possible with a mutually agreed cancellation fee covering engineering and committed materials. Once manufacturing has commenced, cancellation is generally not accepted given made-to-order nature.

13. On-Site Service & Remote Support

Beyond parts, we provide commissioning, on-site repair, and remote video support. Service visits are scheduled subject to a separate service agreement and visa / travel feasibility; response time depends on region and contract level.

14. Spare Parts Supply

We stock and supply genuine spare parts for our machines for a reasonable period after production (typically 10 years). Recommended wear-part lists and long-lead items are quoted with the machine to minimize downtime.