Refund policy
Last updated: May 2025
At DNOVA Industrial Equipment Co., Ltd., our products are manufactured and shipped based on specific customer requests and project specifications. As such, most of our sales are custom-made, made-to-order, and non-returnable.
That said, we take product quality and customer satisfaction seriously. If there is a clear issue with the items delivered, we are here to make it right.
📦 Return Eligibility
Returns will only be considered in the following cases:
- The product is damaged or defective upon delivery;
- The item delivered does not match the product specification or model ordered;
- You received the wrong product due to fulfillment error.
All return requests must be submitted within 14 days of delivery.
Returned items must be unused, undamaged, and in original packaging, with a copy of the purchase confirmation or invoice.
We do not accept returns for:
- Products manufactured under special technical specifications;
- Items marked as "custom order" or “OEM/private label”;
- Equipment that has been installed or used;
- Returns based on delayed transit caused by customs, freight forwarders, or force majeure.
📩 How to Request a Return
To start a return, please email us at sales@dnova.pro with the following information:
- Your order or invoice number
- Description of the issue
- Photos or video of the product and packaging
- Your contact details
We will review the request and respond within 2 business days.
Do not send any product back without receiving a return authorization.
🔧 Damaged or Incorrect Items
If you receive a defective or incorrect item, contact us immediately upon delivery.
We will review your case and arrange for repair, replacement, or partial refund depending on the situation.
🌍 International Orders & Refunds
Due to the nature of international trade and export procedures, refunds are issued only after returned items are received, inspected, and approved.
Approved refunds will be processed to the original payment method within 10–15 business days.
🔒 EU Customers: 14-Day Right of Withdrawal
If you are located in the European Union, you have the right to cancel your order within 14 days of delivery — only if the items are not custom-made.
Returned items must be:
- Unused and in original condition
- In original packaging
- Accompanied by invoice or proof of purchase
🔁 Exchanges
We do not process exchanges.
If you need a different item, please request a return (if eligible) and place a new quote request separately.
📬 Return Address
Return shipping details will be provided after approval.
You will be responsible for coordinating international freight unless the return is due to a DNOVA error or defect.
📞 Contact Us
If you have any questions about this policy or a specific return case, please contact:
📧 sales@dnova.pro
📞 +86 13609097573