Refund policy

At sunnysong.shop, we are committed to providing reliable NDT instruments, industrial testing instruments, and related accessories. This Return and Refund Policy explains how returns, exchanges, cancellations, and refunds are handled for products purchased directly from our website.

We offer a 30-day return policy, subject to the terms and conditions below.

1. Return Window

You may request a return within 30 days from the date your order is delivered.

To be eligible for a return, you must contact us within 30 days of delivery. Return requests submitted after 30 days from the delivery date may not be accepted.

For orders shipped to the European Union, customers have the right to cancel or return the order within 14 days of delivery for any reason, provided that the product meets the return conditions stated in this policy.

2. Products Covered by This Policy

This policy applies to industrial testing instruments and related accessories sold on sunnysong.shop, including but not limited to:

  • Portable hardness testers

  • Surface roughness testers

  • Ultrasonic flaw detectors

  • Ultrasonic thickness gauges

  • Coating thickness gauges

  • Probes, cables, adapters, calibration blocks, and other optional accessories

3. Eligible Return Reasons

We accept return requests for the following situations:

  • The product is defective or damaged upon arrival.

  • The wrong product was sent.

  • Required accessories, probes, cables, manuals, calibration accessories, or package contents are missing.

  • The product does not match the order description.

  • The customer ordered the wrong model or no longer needs the product, provided that the product meets the return conditions below.

If the product you received is defective, damaged, incomplete, or incorrect, please contact us as soon as possible and provide clear photos or videos so we can verify the issue and offer a suitable solution.

4. Return Conditions

To be eligible for a return, the product must meet the following conditions:

  • The product must be unused or in the same condition as received.

  • The product must be returned with all original accessories, probes, cables, manuals, packaging materials, calibration accessories, and gifts, if applicable.

  • The product must not be damaged due to misuse, improper operation, unauthorized repair, improper installation, modification, or accidental damage.

  • The product must be returned in its original packaging or equivalent protective packaging.

  • A valid order number, receipt, or proof of purchase must be provided.

We reserve the right to reject a return or issue a partial refund if the returned product is incomplete, damaged, used beyond reasonable inspection, or not in resalable condition.

5. Customized Products and Personalized Orders

Some products may include customization or personalization options, such as custom notes, customized configurations, special accessory combinations, or customer-specific requirements.

Customized or personalized products are not eligible for return or exchange due to customer preference, incorrect customization information provided by the customer, ordering the wrong item, or change of mind after the order has been processed, produced, or shipped.

However, customized or personalized products can still be returned, replaced, or refunded if they are defective, damaged upon arrival, incorrectly made due to our error, or different from the confirmed order details.

6. Digital Software, Downloadable Files, and Licenses

Digital software, downloadable files, activation codes, licenses, or software-related files are not eligible for return or refund once they have been delivered, downloaded, activated, or used.

If the digital item cannot be accessed or used due to our error, please contact us and we will provide a suitable solution, such as replacement access, technical assistance, or refund where applicable.

7. Return Process

To start a return, please contact our customer support team at:

Email: sunny@sunnysong.shop

Please include the following information in your return request:

  • Order number

  • Product name or model

  • Reason for return

  • Photos or videos showing the issue, if applicable

  • Your preferred solution: refund, replacement, or exchange

After receiving your request, we will review it and provide return instructions. Please do not send the product back before receiving return authorization from us.

Authorized returns should be sent to the following address:

Return Address: Changliu Town, Xiuying District, Haikou City, Hainan Province, China 570312
Recipient: Bob Zhang
Email: sunny@sunnysong.shop

8. Return Shipping Costs

We do not charge any additional return handling fee.

If the return is caused by our error, such as a defective product, damaged product, wrong item, or missing required accessories, we will be responsible for the return shipping cost or provide another suitable solution.

If the return is requested by the customer for personal reasons, such as ordering the wrong item, choosing the wrong model, changing your mind, or no longer needing the product, the customer is responsible for the return shipping cost.

Original shipping fees, if any, are non-refundable unless the return is caused by our error or required by applicable law.

9. Refund Process and Timeline

After we receive the returned product, we will inspect it to confirm whether it meets the return conditions.

If the return is approved, we will process the refund to your original payment method within 1–2 business days after the inspection is completed.

Please note that refund processing time and refund posting time are different. After we process the refund, the time it takes for the funds to appear in your account depends on your payment provider, bank, or card issuer. In most cases, it may take 5-7 business days for the refund to appear in your account.

If the returned product does not meet our return conditions, we may reject the refund or offer a partial refund based on the product condition.

10. Exchanges

If you would like to exchange your item for another model or a replacement product, please contact us at sunny@sunnysong.shop.

If the exchange is caused by our error, such as a defective product or incorrect item, we will cover the related shipping cost.

If the exchange is requested for personal reasons, such as choosing the wrong model or changing your preference, the customer may be responsible for the return shipping cost and any price difference.

11. Order Cancellation

If you wish to cancel your order before it has shipped, please contact us immediately at sunny@sunnysong.shop.

If the order has not been shipped, we will cancel the order and process the refund.

If the order has already been shipped, the standard return process will apply.

12. Damaged, Defective, or Incorrect Products

Please inspect your order after delivery. If you receive a damaged, defective, incomplete, or incorrect product, please contact us as soon as possible and provide photos or videos of the issue.

After verification, we will offer a suitable solution, such as replacement, exchange, return, or refund.

13. Contact Us

If you have any questions about returns, refunds, exchanges, or cancellations, please contact us:

Website: sunnysong.shop
Email: sunny@sunnysong.shop
Phone: +86 18501231081
Return Address: Changliu Town, Xiuying District, Haikou City, Hainan Province, China 570312
Recipient: Bob Zhang

sunnysong.shop reserves the right to update or modify this Return and Refund Policy when necessary. Any updates will be posted on this page.