Refund and Returns Policy

At Pellanwater, customer satisfaction is at the heart of our brand. We want every shopper to feel confident about their purchase. Our Refund and Returns Policy is designed to ensure that your experience remains fair, transparent, and hassle-free. Whether you are buying a high-pressure washer, a precision spray gun, or an accessory for your cleaning setup, we stand behind the quality of our products and service.

Eligibility for Returns

You may request a return within 30 days of receiving your order, provided that the product meets the following conditions:

• The item is unused, undamaged, and returned in its original packaging with all components included.
• The request is submitted within 30 days of confirmed delivery.
• A valid proof of purchase (order number or invoice) is provided.

Products that show signs of excessive wear, misuse, or unauthorized modification are not eligible for return. Consumable or personal-use accessories (e.g., filters, nozzles, seals) may not qualify for returns unless defective.

Non-Returnable Items

Certain categories cannot be returned for safety or hygiene reasons, including but not limited to:

• Custom-assembled spray systems or special-order equipment.
• Parts that have been installed or used with liquids or cleaning chemicals.
• Items marked as “final sale” or “non-returnable” during checkout.

Return Procedure

To initiate a return, please contact our support team via [email protected] with your order details and reason for the request. Our team will review your case and provide instructions, including the appropriate return address. Do not send back items without prior authorization, as this may delay processing or void your eligibility.

When shipping the item back, we recommend using a trackable courier service and retaining proof of shipment. Pellanwater is not responsible for lost or undelivered return parcels.

Inspection and Approval

Once your return is received, our quality assurance team will inspect the product within 3–5 business days. If approved, a refund or replacement will be processed according to your preference. If the returned item does not meet the return conditions, we will notify you and may ship it back at your expense.

Refunds

Approved refunds are issued to the original payment method within 5–10 business days after the return inspection is complete. The time for the refund to appear in your account may vary depending on your payment provider or bank. Shipping fees, if applicable, are non-refundable unless the return is due to a Pellanwater error or product defect.

Exchanges

If you received a defective or incorrect item, you may request an exchange instead of a refund. We will cover the cost of return shipping for verified cases of damaged, faulty, or wrong items. Replacement products will be shipped promptly after confirmation.

Defective or Damaged Products

We take quality control seriously. However, in rare cases, items may arrive damaged or malfunctioning. Please notify us within 7 days of delivery and provide supporting details such as order number, product photos, or a brief description of the issue. This helps us resolve the situation efficiently and provide the best possible solution.

Late or Missing Refunds

If you have not received your refund after the specified processing period, first check with your bank or credit card provider. If the refund still does not appear, please contact us at the email above for further assistance.

Return Shipping Responsibility

Unless the return is due to a Pellanwater fault (e.g., defective or wrong item), customers are responsible for covering the return shipping cost. We recommend choosing an insured and trackable method to ensure the item reaches us safely.

Contact Us

If you have any questions regarding your return or refund, please reach out to our dedicated support team at [email protected]. You can also write to our office at:

Room 0155, 1st Floor, East Building (Block B), Media Center of the 23rd Shandong Provincial Games, Xuzhuang Sub-district, Beihu Provincial Tourism Resort, Jining City, Shandong Province.