Return & Refund Policy

1. Scope of this Policy

This policy applies to products purchased directly from Shenzhen Nata through our website, official sales contacts or authorised sales channel. Products purchased from an independent distributor or reseller may be subject to that seller’s own return policy.

For project, wholesale, dealer, customised or international orders, the written quotation, proforma invoice, purchase order or supply agreement will take priority where it contains different return terms.

2. Reporting a Problem

Please inspect the shipment as soon as it is delivered. If the product is damaged in transit, defective, incomplete or different from the confirmed model or quantity, contact us within 7 calendar days of delivery.

Your message should include:

• Order number, invoice number or buyer name;
• Product model and quantity affected;
• Clear photographs or video of the product, packaging and shipping label;
• A brief description of the issue; and
• Your preferred solution, such as replacement, exchange or refund review.

3. Products Eligible for Return

A return may be approved when one or more of the following conditions apply:

• The product delivered is not the model, rating or quantity confirmed in the order;
• The product arrived visibly damaged in transit;
• A manufacturing defect is confirmed after technical inspection;
• The product is unused, uninstalled, complete and in resalable condition with its original packaging, labels, accessories and documents; or
• Shenzhen Nata has approved the return in writing for another valid reason.

Approval is subject to inspection and does not automatically guarantee a refund.

4. Products Normally Not Eligible for Return

Unless required by applicable law or approved in writing, returns will normally not be accepted for:

• Products that have been installed, energised, wired, altered, opened internally or used;
• Products damaged by incorrect installation, overload, short circuit, misuse, water, fire, unauthorised repair or unsuitable operating conditions;
• Products with missing serial labels, damaged seals, missing parts or incomplete packaging;
• Customised, specially sourced, made-to-order, clearance or specially priced bulk products;
• Products returned because the buyer selected the wrong voltage, current, pole configuration, breaking capacity or application without obtaining prior technical confirmation; and
• Returns requested after the applicable reporting period without reasonable supporting evidence.

5. Return Authorisation Process

1. Contact Shenzhen Nata and provide the required order and product details.
2. Wait for written approval and return instructions.
3. Pack the product securely in its original packaging wherever possible.
4. Send the product only to the address confirmed by our team.
5. Keep the courier receipt and tracking information until the case is completed.

Unauthorised returns, cash-on-delivery returns or parcels sent to an unconfirmed address may be refused.

6. Inspection and Decision

Returned products are inspected for model, serial number, physical condition, installation marks, electrical damage, packaging and completeness. Depending on the inspection result, Shenzhen Nata may approve:

• Replacement with the same product;
• Exchange for another suitable product, with any price difference adjusted;
• Repair or technical resolution where appropriate;
• Store credit; or
• A full or partial refund.

Where no manufacturing fault is found, inspection, handling or return delivery charges may apply.

7. Refunds

Approved refunds will normally be processed using the original payment method or another mutually agreed method. Processing generally takes 7–14 business days after the returned product has been received and approved, although bank or payment-provider delays may take longer.

Original delivery charges, payment processing fees, customs duties and taxes are normally non-refundable unless the return resulted from an error by Shenzhen Nata or a confirmed product defect.

8. Return Shipping Costs

If Shenzhen Nata confirms that the product was incorrect, damaged in transit due to our shipping arrangement or defective, reasonable return or replacement shipping may be covered or reimbursed as agreed in writing.

For change-of-mind returns, incorrect buyer selection or other returns not caused by Shenzhen Nata, the buyer is responsible for return shipping, insurance, duties and related costs.

9. International and B2B Orders

International, dealer, wholesale and project orders may involve freight, customs, import duties and special procurement. Returns for these orders require prior written approval and will be assessed according to the confirmed quotation, purchase order, Incoterms and supply agreement.

Customs duties, taxes, port charges, clearance costs and international freight are not refundable unless specifically agreed in writing.

10. Warranty Claims

A warranty claim is different from a standard return. Where a product develops a suspected manufacturing fault after installation, contact our support team with the model, purchase evidence, installation details, load information, photographs and test results. Warranty coverage remains subject to the applicable product warranty terms and technical inspection.

11. Order Cancellation

An order may be cancelled before dispatch if processing, procurement or production has not started. Once an order has been packed, dispatched, specially sourced or customised, cancellation charges may apply or cancellation may no longer be possible.

12. Consumer Rights

This policy does not remove any mandatory rights available to customers under applicable consumer protection law. Where such law provides stronger rights, the legal requirements will apply.