Return Eligibility
At JianTai, we aim to ensure our customers are completely satisfied with their purchases. If you need to return a product, the following conditions must be met:
- Eligible Products
- Only products that are defective or damaged during shipping are eligible for return.
- Custom-built machinery and parts are generally non-returnable unless there is a manufacturing defect.
- Return Timeframe
- Returns must be initiated within 30 days of the delivery date.
- Condition of Products
- Products must be returned in their original packaging and condition.
- All original accessories, manuals, and documentation must be included.
Return Process
1. Contact Customer Support
To initiate a return, contact our customer support team at ding@jiantai.io or +86 17788500040. Provide the following information:
- Order number
- Reason for return
- Photographs of the product and any defects or damage
2. Return Authorization
Our team will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number. This number must be included with your returned product.
3. Shipping Instructions
You will be responsible for shipping the product back to us. Please follow these steps:
- Use a reliable shipping service with tracking capabilities.
- Clearly label the package with the RMA number.
- Ensure the product is securely packed to prevent damage during transit.
4. Inspection and Refund
Once we receive your returned product, our team will inspect it. If the return is approved:
- We will process your refund or replacement within 10 business days.
- Refunds will be issued to the original payment method. Depending on your payment provider, it may take additional time for the refund to appear in your account.
Non-Returnable Items
The following items are not eligible for return:
- Custom-built machinery or parts that have been made to your specifications.
- Products that show signs of misuse, alteration, or unauthorized repair.
- Items returned without an RMA number.
Handling Defective or Damaged Items
1. Reporting
If you receive a defective or damaged product, report it to our customer support team within 7 days of receipt. Provide detailed photographs and a description of the issue.
2. Resolution Options
Depending on the nature of the defect or damage, we may offer the following solutions:
- Replacement: We will send a replacement product at no additional cost.
- Repair: If feasible, we will arrange for the product to be repaired.
- Refund: If neither a replacement nor repair is possible, we will issue a full refund.
Return Shipping Costs
- For defective or damaged products: JianTai will cover the return shipping costs.
- For all other returns: The customer is responsible for the return shipping costs.
Contact Information
For any questions regarding our return policy or to initiate a return, please contact us:
- Email: ding@jiantai.io
- Phone/WeChat: +86 17788500040
We value your business and aim to handle all returns with efficiency and fairness.