Политика возврата средств

Refund, Return & Warranty Policy

At SUNMOON, we are committed to providing reliable products and professional after-sales support. Please review the following policy regarding returns, refunds, and warranty coverage.

1. Warranty Period

All hoses supplied by us are covered by a 12-month warranty starting from the date the Buyer receives the goods.

2. Warranty Coverage

Our warranty covers quality issues of the hose itself only, specifically:

Surface bulging caused by a defect in the hose

For any warranty claim, the Buyer must provide clear photos and/or videos showing the issue for evaluation. If both parties confirm that the hose has a quality problem, we will provide free replacement of the same quantity of the defective hose.

3. Exclusions from Warranty

This warranty does not apply to damage or failures caused by any of the following:

(1) Improper coupling installation by the Buyer
If the Buyer purchases and installs couplings independently, and improper installation causes bulging, leakage, or damage near the coupling area, such cases are not covered under warranty.

(2) Damage caused by external conditions or misuse
This includes, but is not limited to:

abrasion caused by terrain or ground conditions
punctures or cuts caused by sharp objects
damage caused by operating the hose above its rated working pressure
any other damage resulting from improper use, handling, or application conditions beyond normal product design limits

4. Returns

Because our products are industrial-use products and may be custom-made according to the Buyer’s requirements, returns are generally not accepted unless:

the product has been confirmed by both parties to have a quality defect covered under this policy, or
a return has been approved by us in writing in advance

No return should be made without prior confirmation from our team.

5. Refunds

Refunds are generally not offered for products that have already been delivered, except in cases where:

the product is confirmed to have a covered quality defect, and
replacement is not feasible or another solution has been mutually agreed upon

In most approved warranty cases, the remedy will be replacement of the defective quantity, rather than a cash refund.

6. Claim Procedure

To submit a warranty claim, please contact us with the following information:

order number or contract reference
product model and specifications
description of the issue
clear photos and/or videos showing the defect
quantity affected

We will review the claim as soon as possible and work with you on a reasonable solution.

7. Limitation of Liability

Our responsibility under this policy is limited to the replacement of defective products confirmed to fall within the warranty scope. We are not responsible for indirect losses, consequential damages, downtime, installation costs, or other related expenses unless otherwise agreed in writing.