Return & Refund Policy | ZH-ENG Engineering
Effective Date: September 2026
This Return & Refund Policy applies to all products, including elevator complete sets, elevator guide rails, elevator spare parts, modular building materials, and construction machinery supplied by ZH-ENG Engineering (hereinafter referred to as “we”, “us”, “our”). This policy clearly defines the terms, conditions, and procedures for returns, replacements, and refunds for all B2B international orders, protecting the legitimate rights and interests of both our company and global customers (hereinafter referred to as “you”, “customer”).
All orders placed with ZH-ENG are subject to this policy. Placing an order confirms that you have fully read, understood, and agreed to all the terms below.
1. General Principle
As a professional manufacturer and exporter of industrial elevator equipment and engineering supplies, all our products are custom industrial bulk goods with international export certification. To standardize international trade operations:
- Unused, unopened, undamaged standard stock products can apply for return or replacement within the specified period.
- Customized products, specially processed products, and order-specific batch goods do not support unconditional returns and refunds.
- All return and refund applications must follow the official approval process of ZH-ENG, and any private return without official confirmation will not be accepted.
2. Eligible Return & Refund Situations
We support returns, replacements or full/partial refunds only in the following official situations:
2.1 Product Quality Problem
If the products delivered have factory quality defects, production errors, or fail to meet international industry standards (EN81, ISO, SASO, INEN) confirmed by professional inspection, we undertake full responsibility: free replacement, full refund, or compensation for reasonable loss.
2.2 Delivery Error
If we deliver wrong models, specifications, quantities (e.g., wrong T70-4/B guide rail specifications, mismatched elevator parts) inconsistent with the sales contract, we support free return and re-delivery.
2.3 Logistic Damage (Valid Report Required)
If the products are severely damaged during sea/air freight due to improper packaging on our side, and complete damage photos, videos and freight official inspection reports are provided within 7 working days after cargo arrival, we support return, replacement or refund.
3. Non-Returnable & Non-Refundable Situations (Important)
The following situations do not support returns, refunds or free replacements, which conform to international B2B industrial trade conventions:
- Customized products: Products produced according to customer’s personalized parameters, special size requirements, exclusive engineering project customization.
- Products exceeding the inspection period: No quality objection raised within 7 working days after cargo arrival.
- Artificial damage: Damage caused by incorrect installation, improper operation, man-made collision, private modification of product structure.
- Normal wear and tear: Consumable parts (guide shoe, buffer, sealing parts) normal wear during equipment operation.
- Market price fluctuation: Refund application due to subsequent raw material price fluctuation and market price adjustment.
- Customer subjective reasons: Temporary cancellation of project, unnecessary goods, wrong purchase judgment, unsuitable for local project after purchase.
- Used, installed or disassembled products: Products that have been installed on site, used in engineering, privately disassembled or repaired.
4. Return & Refund Time Limit
- Quality/delivery error application: Submit formal application + complete evidence (photos, videos, contract comparison sheets) within 7 working days after goods arrival at the destination port.
- No overdue application: Applications beyond the time limit will be deemed that the customer confirms the products are qualified, and no subsequent dispute will be accepted.
5. Return Shipping & Cost Responsibility
5.1 Our Responsibility (Free of Charge for Customers)
If returns are caused by our quality problems, delivery errors or packaging errors, we bear all return freight, re-delivery freight and related customs clearance fees.
5.2 Customer Responsibility
If the customer applies for return and refund for personal subjective reasons (allowed for individual standard stock products only), the customer shall bear: return sea/air freight, port charges, customs duties, handling fees and other all related costs. We will deduct the corresponding fees from the refund amount.
6. Refund Processing Cycle
- After we receive the returned goods and complete inspection and confirm no damage or loss, we will process the refund within 7–15 working days.
- The refund will be returned via the original payment channel. The arrival time is subject to the processing rules of the international bank.
- For bulk order partial refunds, we will complete the accounting settlement according to the actual quantity and unit price of the contract.
7. Product Secondary Sales Protection
All returned products must be complete in packaging, intact in appearance, no scratches, no corrosion, no installation traces, and can be resold normally. If the returned goods are damaged, polluted or incomplete, we have the right to refuse refund or deduct depreciation fees.
8. Replacement Service Rules
For qualified replacement applications, we will arrange production and re-delivery within the shortest cycle. The delivery time of replacement goods is subject to the current factory production schedule and international logistics arrangement.
9. After-sales Warranty Explanation
This return and refund policy does not affect our official product warranty service. All ZH-ENG products enjoy industry-standard after-sales warranty. During the warranty period, non-human quality problems continue to enjoy free maintenance and replacement services (not applicable to return and refund).
10. Policy Update & Final Interpretation
- ZH-ENG reserves the right to update and revise this return & refund policy without prior notice. The latest version shall prevail.
- This policy is applicable to all global markets including Peru, Saudi Arabia, Europe, Southeast Asia, Middle East and other regions.
- In case of any dispute, both parties shall resolve it through friendly negotiation; negotiation failure shall be subject to the jurisdiction of the company’s local legal institution.
11. Contact Us
For any return, refund and replacement consultation, please contact our international after-sales team:
Email: support@zh-eng.com
Business Hours: 24/7 Global After-sales Service