Return/Exchange Policy
At WARSUN, we are dedicated to ensuring that you are fully satisfied with your purchase. However, we understand that there may be circumstances in which a return or exchange is necessary. Our Return & Exchange Policy is designed to provide clarity and flexibility, ensuring that our customers have a hassle-free experience when returning or exchanging products. This policy outlines the conditions under which items can be returned or exchanged, the process for initiating a return, the handling of shipping costs, and the timeline for refunds or replacements.
3.1 Eligibility for Returns and Exchanges
To be eligible for a return or exchange, the following conditions must be met:
Time Frame: Items must be returned within 30 days of the delivery date. After 30 days, we cannot accept returns or exchanges unless the product is defective and covered under warranty.
Condition of Products: Returned items must be in their original condition, unused, and in the original packaging with all accessories, manuals, and any included promotional items. Items showing signs of wear, damage, or missing components may be denied a refund or exchange, or a partial refund may be issued at WARSUN’s discretion.
Non-Returnable Items: The following products are not eligible for return or exchange unless they are defective:
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- Items marked as "Final Sale"
- Gift cards
- Custom or personalized items
- Opened consumable products (e.g., batteries)
Defective or Damaged Items: If you receive a defective or damaged item, please contact us within 7 days of delivery. We will arrange for a replacement or refund after reviewing the issue and confirming that the product was defective at the time of receipt.
Proof of Purchase: All returns and exchanges require proof of purchase. This can be in the form of an order confirmation email, invoice, or receipt. If you purchased the item from a third-party retailer, you must contact them directly to initiate a return or exchange.
3.2 Return Process
Returning an item to WARSUN is a straightforward process, designed to be convenient and efficient. Follow these steps to initiate a return:
Step 1: Contact Customer Support: Email us at support@warsun.com with your order number and reason for the return. Be sure to include photos of the product if you believe it is defective or damaged. Our customer service team will review your request and provide you with a Return Merchandise Authorization (RMA) number.
Step 2: Packaging the Item: Ensure that the item is securely packaged in its original packaging or a similar, secure box. Include all components such as manuals, accessories, and promotional items. Write your RMA number clearly on the outside of the package.
Step 3: Shipping the Item: WARSUN will provide you with a prepaid return shipping label if the return is due to a defective or incorrect item. For all other returns (e.g., you changed your mind), you are responsible for the return shipping costs. We recommend using a trackable shipping method to ensure the item arrives safely. WARSUN is not responsible for lost or undelivered returns.
Step 4: Inspection and Refund/Exchange: Once we receive the returned item, our team will inspect it to ensure it meets the return eligibility criteria. This process typically takes 3-5 business days. After the inspection, we will process your refund or send a replacement if requested.
3.3 Exchange Process
If you wish to exchange an item for a different model, color, or size, the process is similar to a return, but with the following differences:
Availability: Exchanges are only possible for items that are in stock. If the item you wish to exchange is no longer available, we will offer a refund or suggest an alternative product.
Processing Time: Once we receive the original item and confirm it meets our return eligibility criteria, we will ship the replacement item within 2-3 business days, depending on product availability.
Exchange Shipping Costs: WARSUN will cover the shipping costs for sending the replacement item. However, the customer is responsible for the shipping costs to return the original item unless the product is defective.
3.4 Shipping Costs for Returns and Exchanges
Shipping costs vary depending on the reason for the return or exchange:
Defective or Incorrect Items: If you are returning or exchanging a defective or incorrect item, WARSUN will provide a prepaid return shipping label. We will also cover the shipping costs for sending you a replacement item if an exchange is requested.
Non-Defective Items: If you are returning or exchanging an item for any other reason (e.g., changed your mind, wrong size ordered), you are responsible for the return shipping costs. We do not offer refunds for original shipping charges unless the item was defective or incorrect.
Shipping Method: We recommend using a trackable and insured shipping method for all returns. WARSUN is not responsible for returns lost or damaged during transit. If the return is lost in transit and a tracking number was not provided, we cannot process a refund or exchange.
3.5 Refunds
Once your return has been received and inspected, the refund process will begin. Below are the details of our refund process:
Refund Approval: After receiving and inspecting your returned item, we will notify you of the approval or rejection of your refund. If the return is approved, we will process the refund within 5-7 business days. If the return is rejected (e.g., due to product condition or missing components), we will notify you of the reason and discuss alternative options.
Refund Method: Refunds are issued to the original payment method used for the purchase. For example, if you paid with a credit card, the refund will be credited to that card. For PayPal purchases, the refund will be sent to your PayPal account. Please note that it may take additional time for your bank or payment provider to post the refund to your account.
Partial Refunds: In some cases, partial refunds may be issued. For example, if the returned item shows signs of use, is damaged, or is missing accessories, WARSUN reserves the right to deduct a portion of the refund amount based on the condition of the item. We will notify you of any deductions before processing the refund.
Refunds for Shipping Costs: Shipping costs are non-refundable unless the return is due to a defective or incorrect item. If free shipping was provided and the return causes the order total to fall below the free shipping threshold, the original shipping costs may be deducted from the refund.
Timing: Refunds typically take 5-7 business days to process after we receive and inspect the returned item. Depending on your payment provider, it may take an additional 3-5 business days for the refund to appear on your statement.
3.6 Return of Gift Items
If the item you wish to return was received as a gift, the following policies apply:
Gift Returns: If the item was marked as a gift when purchased and shipped directly to you, you will receive a store credit for the value of your return once the item is received and processed. A gift receipt or proof of purchase must be provided to process the return.
Gift Exchanges: You may exchange a gift for another item of equal or lesser value. If the new item is of lesser value, the remaining balance will be issued as store credit. If the new item is of greater value, you will be responsible for paying the difference.
3.7 Defective, Damaged, or Incorrect Items
At WARSUN, we take pride in the quality of our products. However, if you receive a defective, damaged, or incorrect item, we are here to help make the return or exchange process as smooth as possible.
Defective Items: If you believe your item is defective, please contact our customer service team at support@warsun.com within 7 days of receiving your order. Provide a detailed description of the defect along with photos if possible. After reviewing your request, we will determine whether the item is eligible for a return, refund, or exchange.
Damaged Items: If your package arrives damaged, please notify us immediately. Include photos of the damaged packaging and product so that we can assess the situation and initiate a replacement or refund. We may request that you return the damaged item before processing a refund or replacement.
Incorrect Items: If you received the wrong item, please contact us within 7 days of delivery, and we will arrange for the correct item to be sent to you. WARSUN will cover all shipping costs related to the return and replacement of incorrect items.
3.8 Final Sale and Non-Returnable Items
Certain items are marked as "Final Sale" or "Non-Returnable" on the product page. These items cannot be returned or exchanged unless they are defective or incorrect. Please review the product description carefully before making your purchase to ensure that you are aware of the return eligibility.
Final Sale Items: Products sold as "Final Sale" are deeply discounted and cannot be returned or exchanged. These items are clearly marked on the product page.
Non-Returnable Items: Certain items, such as gift cards and opened consumable products (e.g., batteries), are non-returnable. These items are clearly marked on the product page and are not eligible for returns or exchanges.
3.9 Late or Missing Refunds
f you have not received your refund within the expected time frame, please follow these steps:
Check Your Bank Account: Verify your bank or payment provider statement to ensure the refund has not been processed but not yet posted to your account.
Contact Your Payment Provider: If the refund is not showing on your statement, contact your credit card company or payment provider, as it may take additional time for the refund to be processed on their end.
Contact Us: If you have done the above and still have not received your refund, please contact us at support@warsun.com. We will investigate the issue and ensure the refund is processed as quickly as possible.