Refund and Returns Policy

Last Updated: November 25, 2025

Shenzhen Zilaiquan Technology Co., Ltd. is committed to providing high-quality industrial filter elements. Due to the industrial nature and potential customization of our products, please read this policy carefully before placing an order.

1. Eligibility for Returns & Refunds

We accept returns or exchanges only under the following circumstances:

  • Quality Issues:​ The product received has a verified manufacturing defect (e.g., structural damage to the filter core, damaged seals, incorrect dimensions, or significant failure to meet performance specifications) discovered upon inspection.
  • Wrong/Missing Items:​ The product we shipped does not match the model, specification, or quantity specified in your order.

2. Non-Returnable Items

Given the specialized nature of industrial filter elements, returns or refunds are NOT accepted​ under the following conditions:

  • Customized Products:​ All non-standard filter elements customized according to your specific specifications, drawings, or requirements are final and cannot be returned once manufacturing has commenced.
  • Customer Change of Mind:​ Returns requested due to customer error (including, but not limited to, incorrect product selection, project changes, or budget issues) after the order has been confirmed.
  • Used or Opened Products:​ Any standard product that has been installed, used, disassembled, or is not in its original packaging.
  • Chemical Compatibility Issues:​ Product failure or damage resulting from chemical incompatibility between the filtrate and the filter media, where full disclosure or prior testing was not conducted by the customer.
  • Past Return Window:​ Return requests initiated more than 15 business days​ after the product delivery date.

3. Return Process

If you believe your case falls under Section 1, please follow this process:

  1. Contact Us:​ Within 15 business days​ of receiving the product, contact our customer service team via [Your Support Email/Ticket System Link] with your order number, a description of the issue, and supporting photos or videos.
  2. Authorization:​ Our team will review your request. Upon approval, we will issue a Return Merchandise Authorization (RMA)​ number and provide the return address.
  3. Ship the Product:​ Return the unused (for wrong items) or defective product in its original, unopened packaging, along with the RMA number, to the specified address. Returns without a valid RMA number will be refused.

4. Refund Processing

  • Upon receipt and inspection of the returned item, we will notify you of the inspection results within 10 business days.
  • If the issue is confirmed, we will proceed with a replacement, a refund to the original payment method, or provide equivalent store credit, based on your preference.
  • Return shipping costs will be borne by us for returns resulting from our error (quality issues, wrong shipment). For returns accepted due to customer error (e.g., mistaken order), the original and return shipping costs will be the customer’s responsibility.

5. Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us at:

Shenzhen Zilaiquan Technology Co., Ltd.

Email: Zilaiquan@126.com