Returns, Refunds & Warranty

1. Written order terms take priority

Warranty period, acceptance criteria, cancellation, deposits, return rights and remedies may vary by product and project. The quotation, proforma invoice, purchase agreement or other signed terms take priority over this general policy.

2. Return authorization

Do not return equipment or parts without written authorization and return instructions from Dongguan Lush Trees Technology Co., Ltd. Unauthorized shipments may be refused. Any approved return must include the order information, model, serial number where applicable, reason for return and the authorization reference.

Standard, unused items may be considered for return when requested promptly after delivery and when they remain complete, uninstalled, uncontaminated and suitable for resale. Approval, refund amount, inspection, restocking charge and freight responsibility are confirmed in writing before return. Original freight, customs, duties, banking fees and other third-party costs are normally not refundable unless the written agreement states otherwise.

3. Custom-made and project equipment

Custom tanks, modified voltage or frequency, special dimensions, automated lines, customer-specific controls, branded products and other made-to-order goods cannot normally be returned or exchanged because they are produced for an approved specification. Cancellation after drawing approval, material purchase or production start may result in charges up to the work completed and committed costs. Deposit treatment follows the quotation or contract.

4. Limited warranty

The applicable warranty period and coverage are stated in the quotation, invoice or product documentation. Unless agreed otherwise in writing, warranty review is limited to defects in material or workmanship arising under normal installation, operation and maintenance within the specified conditions.

Coverage does not normally include consumables, normal wear, cavitation erosion, corrosion or chemical attack, contamination, incorrect electrical supply, improper installation, dry operation, overloading, misuse, accident, unauthorized repair or modification, use outside the manual, or damage during transport after risk has transferred under the agreed shipping term. Third-party components may be subject to their manufacturer’s warranty.

5. How to request support

Contact the original sales representative or email us before dismantling or returning equipment. Include:

• Order or invoice number, model and serial/nameplate photograph.
• A clear description of the fault and when it began.
• Photographs and a short video showing the issue.
• Operating voltage, cleaning liquid, temperature, loading and recent maintenance.
• Any alarm, controller or generator display information.

We may request remote checks to identify whether the issue concerns setup, operation, a replaceable component or the machine itself.

6. Assessment and remedy

After review, we may provide operating guidance, replacement parts, remote technical support, repair instructions or an authorized return procedure. For a confirmed covered defect, the remedy will follow the written warranty and may be repair or replacement of the affected part or equipment. Freight, customs, travel and on-site service costs are handled according to the applicable agreement.

Refunds are not automatic for a repairable warranty issue. No credit or replacement is issued until the claim and, where required, returned goods have been inspected.

7. Contact after-sales support

Email joannefu@lushtreestech.com or use the Contact Us page. Keep the machine and packing safe while waiting for instructions.