Return & Refund Policy

Thank You for Choosing Our Smart Shading Products

We are committed to providing high-quality products and clear after-sales service. Please read the following policy carefully before purchase, as it combines our commercial return terms with statutory warranty commitments.

PART 1: Return and Refund Policy

This section applies to returns due to a change of mind, no reason required, or incorrect selection.

(1) Return Period: You may apply for a return within 30 calendar days from the date you signed for the goods.

(2) Product Condition Requirements: To successfully complete a return and refund, the product must meet all of the following criteria:

  • It must be uninstalled, unused, and free from any damage.

  • All original accessories, instruction manuals, warranty cards, and complimentary items must be complete and in good condition.

  • The product must be preserved in its original, undamaged packaging.

(3) Shipping Costs

  • For returns due to personal reasons (such as a change of mind or selecting the wrong model), you are responsible for the return shipping costs. We can provide a shipping label with costs deducted from the refund, or you may choose your own courier.

  • For returns due to our fault (such as shipping the wrong item or a quality issue not matching the description), we will bear the shipping costs and provide a prepaid return label.

(4) Refund Process and Timeline

  • Initiate Application: Please contact us through the website customer service channel, provide your order number, and request a return.

  • Review and Authorization: After review, our customer service will provide you with a Return Merchandise Authorization (RMA) code and the detailed return address.

  • Return Shipment: Please package the goods securely, clearly mark the RMA code on the outside of the package, and ship it back as instructed.

  • Inspection and Refund: Once we receive the package and confirm its satisfactory condition, we will initiate the refund to your original payment method within 5 - 10 business days. The exact time for the funds to reflect in your account depends on your payment service provider.

PART 2: Limited Warranty

This warranty is supplementary to your statutory rights and outlines our additional commitments. The warranty period begins from the date your order payment is successfully processed (i.e., the purchase date). Please keep your proof of purchase (electronic or paper invoice) as the primary basis for enjoying warranty service.

(1) Core Component Warranty

  • Smart Motors (including multi-diameter motors, DC motors, and other core power components): 3 Years.

  • Core Shading Accessories, Connection Rails, and Other Main Components: 1 Year.

  • Remote Controls and Other Consumable Parts: 1 Year.

(2) Scope of Warranty and Exclusions

  • Scope: Covers performance failure resulting from defects in materials or workmanship.

  • Exclusions (Not covered by free warranty):

    • Damage caused by improper installation, accidents, misuse, or failure to operate according to the instructions.

    • Damage caused by Force Majeure (such as abnormal voltage, natural disasters).

    • Normal wear and tear.

    • Malfunctions caused by any accessories or services not provided by us.

(3) Warranty Service Method

For faults confirmed by us to be eligible for warranty service within the warranty period, we will provide the following:

  • Component Replacement: For a clearly identifiable single component failure (e.g., a faulty remote control, specific damaged accessory), we will mail you the new replacement component free of charge.

  • Full Unit Replacement: For complex faults involving the core motor or those that cannot be solved by sending replacement parts, we will arrange a free replacement of the entire unit.

Please Note: Based on operational feasibility, we currently do not offer on-site or send-back repair services. All warranty services are completed through "Replacement in Lieu of Repair" or "Sending Replacement Parts."

(4) Warranty Procedure

If you suspect a product fault is covered under warranty, please:

  • Visit the [Help Center Link] on our official website and consult the troubleshooting guide.

  • If the issue persists, contact warranty support via [Customer Service Email/Online Form] and provide: Order number, product serial number, proof of purchase, a clear description of the fault, and necessary video/photo evidence.

  • Our after-sales specialist will conduct a remote diagnosis. Once confirmed as a valid warranty claim, we will immediately initiate the process for replacing the component or the entire unit and inform you of the estimated processing time.

PART 3: Your Statutory Rights and General Terms

(1) Statutory Rights Priority

No term in this policy limits or replaces the statutory rights you are entitled to under the consumer protection laws of your country/region. For example, in Australia, you have "consumer guarantees" under the Australian Consumer Law (ACL); in Europe and the UK, you have corresponding statutory return and warranty rights. Where statutory rights prevail over this policy, the statutory rights will govern.

(2) Data and Privacy

To process after-sales service, we will collect and use necessary order and contact information in accordance with our Privacy Policy.

(3) Policy Amendments

We reserve the right to update this policy from time to time. The updated policy will be posted on the website with an effective date. Significant changes will be communicated to registered users via email.

Contact Us

Should you have any questions regarding this policy, please feel free to contact:

Β 

Β 

Independent Website FAQ Page

After-Sales Service Frequently Asked Questions (FAQ)

Q1: How long is the product warranty?

A1: We offer a confident warranty commitment for our M1 Smart Motor:

  • Core Motor: Enjoy a 3-year limited warranty.

  • Full Unit and Other Components: Enjoy a 1-year limited warranty.
    The warranty period for all components is calculated from the date your order payment is successfully processed.

Q2: What exactly does the warranty cover?

A2: The warranty covers faults arising from defects in materials or manufacturing workmanship under normal use. Our warranty service is provided efficiently through "Replacement in Lieu of Repair."

Q3: What situations are not covered by the free warranty?

A3: To clarify responsibilities, the following situations cannot be offered a free warranty service, although we may be able to offer a paid repair:

  • Issues caused by improper self-installation (such as incorrect wiring or overloading).

  • Accidental human damage (such as drops, impacts, or liquid spills).

  • Damage caused by external power issues like unstable voltage or Force Majeure such as natural disasters.

  • Normal product wear and tear.

Q4: What is the specific process if a problem occurs within the warranty period?

A4: To resolve issues efficiently and control unnecessary logistics costs, please follow these steps:

  1. Perform Self-Troubleshooting First: Please visit the [Help Center] on this site first and follow the guide for basic troubleshooting (e.g., checking power, connections). This may resolve the issue quickly.

  2. Submit a Valid Application: If the problem persists, please submit a warranty claim through the [Contact Us] page. To expedite processing, you must provide: the order number, a clear description of the fault, and a video or photos demonstrating the issue.

  3. Remote Diagnosis and Resolution: Our after-sales specialist will conduct a remote diagnosis based on the materials you provide. For faults confirmed to be eligible for warranty, we will arrange for replacement service.

Q5: What is your return policy?

A5: You can apply for a return within 30 days after signing for the goods. Please note that to be eligible for a return, the product must be unused and uninstalled, with all original accessories, packaging, and documentation intact and complete.

  1. If the return is due to a product quality issue or our error, we will bear the return shipping costs.

If it is a no-reason return (such as a change of mind), the return shipping cost must be covered by you.
Please refer to the [Return and Refund Policy] page for detailed terms.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@remacflow.ai.