Refund policy

Return & Refund Policy

Effective Date: September 6, 2026

GUANGFEILAI is operated by Haikou Longhua Guangfeilai Department Store (海口龙华广飞来百货商行).

We want our customers to have a clear and fair purchasing experience. This Return & Refund Policy explains when returns, refunds, replacements, repairs, and other remedies may be available.

Nothing in this policy excludes, restricts, or limits any consumer guarantee, statutory right, cancellation right, refund right, warranty, or other legal protection that cannot lawfully be excluded or limited under the laws applicable to your purchase.

Where mandatory consumer law applies, that law will prevail over any conflicting provision of this policy.

1. Voluntary Change-of-Mind Returns

Where permitted by applicable law, GUANGFEILAI offers a 30-day voluntary change-of-mind return period for eligible products.

The 30-day period begins on the date the order is delivered to the customer or, where applicable, the date the final item in the order is delivered.

This voluntary return policy is a commercial policy offered by GUANGFEILAI. It does not replace or reduce any statutory cancellation, refund, repair, replacement, warranty, or consumer guarantee rights that may apply to your purchase.

A customer does not need to establish a product defect to request a voluntary change-of-mind return, provided the product meets the eligibility requirements below.

Eligibility for a voluntary change-of-mind return

To the extent permitted by applicable law:

  • The return request must be submitted within the applicable 30-day voluntary return period.

  • The product should be returned in substantially the same condition in which it was received.

  • The product must not have been permanently installed, wired, rewired, soldered, modified, programmed, disassembled, or physically altered.

  • The product must not have been damaged through misuse, negligence, improper installation, unauthorized modification, operation outside its specifications, or abnormal use.

  • All reasonably available accessories, components, manuals, and other included items should be returned.

  • Original packaging should be returned where reasonably available.

  • The product should not have been used in a manner that materially affects its condition or resale value, except to the extent that applicable law permits reasonable inspection or handling.

We may decline a voluntary change-of-mind return, or where legally permitted make a reasonable deduction for diminished value, where the product has been materially used, installed, modified, damaged, or returned with materially missing components.

Any such assessment will be made reasonably and only to the extent permitted by applicable law.

Return shipping for change-of-mind returns

Unless applicable law requires otherwise, the customer is responsible for the reasonable direct cost of returning a product for a voluntary change-of-mind return.

Any original shipping charge, expedited shipping upgrade, customs-related amount, duty, tax, or other cost incurred in fulfilling the original order may be non-refundable to the extent permitted by applicable law.

For customers in jurisdictions with mandatory cancellation or refund rules that require the original standard delivery charge to be refunded, those mandatory rules will apply.

2. United Kingdom Customers

For customers located in the United Kingdom, statutory cancellation rights applicable to online and distance sales will apply where required by law.

Where the statutory cancellation right applies, you may generally notify us of your decision to cancel within the legally applicable cancellation period after delivery.

You may then be required to return the goods within the applicable statutory period.

Where a statutory cancellation applies, we will provide the refund required by applicable UK law, including any standard delivery charge that is legally required to be refunded.

Where permitted by law, the customer may be responsible for the direct cost of returning the goods.

If the goods have been handled beyond what is reasonably necessary to establish their nature, characteristics, and functionality, we may account for any legally permitted reduction in value.

Nothing in our voluntary 30-day return policy is intended to replace or restrict statutory UK cancellation rights.

3. Faulty, Defective, Damaged, Incorrect, or Non-Conforming Products

If a product:

  • arrives damaged;

  • is defective;

  • is materially different from its description;

  • is materially different from the product ordered;

  • does not conform to the applicable purchase contract;

  • is unsafe; or

  • otherwise gives rise to a mandatory legal remedy,

please contact us as soon as reasonably possible.

Depending on the circumstances, product condition, applicable law, and the nature of the problem, we may provide one or more of the following remedies:

  • troubleshooting or technical assistance;

  • replacement parts;

  • repair;

  • replacement;

  • refund;

  • partial refund where legally permitted; or

  • another remedy required by applicable law.

The appropriate remedy may depend on whether the problem is minor or substantial and on the mandatory consumer laws applicable to the purchase.

We will not require a customer to use our voluntary change-of-mind return conditions in order to exercise a mandatory consumer right relating to a defective, unsafe, faulty, or non-conforming product.

4. Products That Have Been Installed, Wired, Used, or Modified

Our products may include electrical, electronic, marine, RV, battery, solar, and energy-monitoring equipment.

Because installation, wiring, programming, modification, soldering, or physical alteration may affect a product's condition and may create safety or diagnostic issues, these actions may affect eligibility for a voluntary change-of-mind return.

Where permitted by applicable law, a voluntary change-of-mind return may be refused or a reasonable deduction may be made if a product has been:

  • permanently installed;

  • wired or rewired;

  • soldered;

  • disassembled;

  • modified;

  • programmed or configured in a manner that materially changes the product;

  • physically damaged;

  • operated outside its specified technical limits;

  • used improperly; or

  • returned with materially missing components or accessories.

However, installation or use does not automatically remove a customer's statutory rights where the product itself is defective, unsafe, faulty, misdescribed, or otherwise fails to meet mandatory legal requirements.

5. Installation and Customer-Caused Damage

Where a product requires electrical installation, wiring, configuration, or specialist knowledge, customers should follow the applicable product documentation and all applicable local requirements.

To the extent permitted by applicable law, GUANGFEILAI is not responsible for damage caused solely by:

  • incorrect wiring;

  • reverse polarity;

  • improper installation;

  • installation by an unqualified person where professional installation is required;

  • operation outside the specified voltage or current range;

  • operation outside specified environmental conditions;

  • unauthorized modification;

  • unauthorized disassembly;

  • bypassing safety protections;

  • misuse;

  • negligence;

  • physical damage caused after delivery; or

  • failure to follow applicable product instructions.

This section does not limit any mandatory consumer rights that apply where the product itself is defective or otherwise non-conforming.

6. Customized or Specially Configured Products

Products that have been specially customized, configured, modified, branded, manufactured, or otherwise prepared according to a customer's specific requirements may not be eligible for a voluntary change-of-mind return where permitted by applicable law.

This may include:

  • customized products;

  • customized configurations;

  • personalized products;

  • private-label products;

  • products manufactured or modified specifically for the customer; or

  • products that cannot reasonably be resold because of customer-specific customization.

This exclusion does not affect any statutory rights relating to defective, unsafe, faulty, incorrectly supplied, or non-conforming products.

7. How to Request a Return or Refund

Before returning any product, please contact us at:

support@guangfeilai.com

Please provide, where applicable:

  • Order number;

  • Customer name;

  • Product name and model;

  • Reason for the return or refund request;

  • Description of the issue;

  • Photographs or video where relevant;

  • Photographs of the packaging where relevant;

  • Serial number or product identification information where applicable; and

  • Any other information reasonably necessary to investigate the issue.

We will review the request and, where a return is appropriate, provide return instructions and the applicable return address.

Please do not send products to an address shown on our business registration documents unless we specifically instruct you to do so in writing.

For operational, logistics, and payment-security reasons, our return address may differ from our registered business address.

Unauthorized returns may result in processing delays because we may be unable to identify the order or verify the appropriate return procedure.

However, an administrative return procedure will not be used to exclude or restrict any mandatory consumer right.

8. Evidence and Investigation of Product Issues

To reasonably investigate a reported defect, damage, incorrect item, delivery problem, or suspected misuse of the return process, we may request relevant information such as:

  • photographs;

  • video;

  • packaging photographs;

  • product serial numbers;

  • tracking information;

  • installation information;

  • voltage or wiring information;

  • error messages;

  • product configuration information; or

  • other information reasonably related to the reported issue.

Customers should, where reasonably possible, keep the product, packaging, labels, accessories, and other relevant materials until the matter has been reviewed.

These requests are intended to help us determine the appropriate remedy and prevent fraud or mistaken claims.

They will not be used to waive, remove, or restrict mandatory consumer rights.

9. Inspection of Returned Products

Where reasonably necessary, GUANGFEILAI may inspect or arrange inspection of a returned product to determine:

  • whether the product corresponds to the order;

  • whether the reported issue can be confirmed;

  • whether the product has been damaged after delivery;

  • whether the product has been modified or improperly installed;

  • whether components or accessories are missing; or

  • what remedy is appropriate.

Any inspection will be conducted within a reasonable period and will not be used to unreasonably delay or defeat a refund or other remedy required by applicable law.

10. Refunds

Where a refund is approved, refunds will normally be issued to the original payment method used for the transaction, unless applicable law or the payment provider requires another method.

Once GUANGFEILAI has authorized and initiated a refund, the time required for the funds to appear in the customer's account may depend on the customer's payment provider, bank, card issuer, or other financial institution.

We are not responsible for processing delays caused solely by a payment provider after we have initiated the refund.

Where applicable law requires a specific refund timeframe, we will comply with that requirement.

11. Refund Amounts and Permitted Deductions

Where a refund is provided, the amount refunded will be determined according to:

  • the applicable purchase price;

  • the nature of the return;

  • the condition of the returned product;

  • any legally permitted reduction in value;

  • applicable shipping rules;

  • applicable customs or tax rules; and

  • the consumer laws applicable to the transaction.

For voluntary change-of-mind returns, the customer may be responsible for reasonable return shipping costs where permitted by law.

For products that are defective, damaged in transit, incorrectly supplied, or otherwise subject to a mandatory remedy, GUANGFEILAI will handle applicable shipping and return costs in accordance with applicable law.

We will not make a deduction that is prohibited by applicable law.

12. Order Cancellation Before Shipment

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:

support@guangfeilai.com

We will make reasonable efforts to stop fulfillment before dispatch.

However, because some orders may enter fulfillment shortly after payment, we cannot guarantee that a cancellation request received after order processing has begun can be stopped.

If an order has already been dispatched, the applicable return or cancellation process will apply.

Where applicable law provides a mandatory cancellation right, that right will prevail.

13. Refused, Abandoned, or Unclaimed Shipments

If a customer refuses, abandons, or fails to collect an international shipment for reasons attributable to the customer, including an incorrect address, failure to respond to legitimate delivery requests, or failure to cooperate with reasonably required customs or carrier procedures, additional costs may arise.

Where permitted by applicable law, such costs may include:

  • return-to-origin charges;

  • additional transportation charges;

  • storage charges;

  • redelivery charges;

  • customs-related charges;

  • handling charges; or

  • other reasonable costs directly resulting from the customer-caused failure.

Where legally permitted, these reasonable costs may be deducted from a refund.

This provision does not apply where the delivery problem was caused by GUANGFEILAI, the carrier, a product defect, or another circumstance for which the customer should not reasonably be responsible.

14. Damaged Packages and Delivery Issues

If a package appears visibly damaged when delivered, customers should, where reasonably possible:

  1. photograph the package before opening it;

  2. photograph the shipping label;

  3. photograph the damaged packaging;

  4. photograph the product and any damage after opening; and

  5. contact GUANGFEILAI as soon as reasonably possible.

If a product is damaged during transportation, we may work with the relevant carrier or logistics provider to investigate the shipment.

Customers should not discard the damaged product or packaging before the issue has been reviewed where doing so could materially affect the investigation.

Nothing in this section limits any statutory consumer rights.

15. Lost or Undelivered Shipments

If tracking information indicates that a shipment has not been delivered, please contact us so that we can investigate with the relevant logistics provider.

We may request information reasonably necessary to investigate the shipment, including:

  • order information;

  • delivery address;

  • tracking information;

  • delivery confirmation;

  • communications with the carrier; or

  • other relevant information.

Where the shipment is confirmed as lost, incorrectly delivered, or otherwise subject to a remedy for which GUANGFEILAI is responsible, we will provide the applicable remedy in accordance with the purchase terms and applicable law.

Where a carrier records a shipment as delivered, we may investigate the delivery record before determining the appropriate resolution.

We will not use carrier records to deny a mandatory consumer remedy where applicable law requires otherwise.

16. Return Shipping Address

For security, logistics, fraud-prevention, and fulfillment reasons, return addresses may vary depending on:

  • the product;

  • destination country;

  • fulfillment location;

  • supplier;

  • warehouse;

  • logistics provider; or

  • the nature of the return.

A return address will be provided after the return request has been reviewed and the appropriate return procedure has been determined.

Customers should not independently ship products to our registered business address unless expressly instructed.

17. Return Abuse and Fraud Prevention

GUANGFEILAI takes reasonable measures to prevent fraudulent or abusive use of the return and refund process.

Where reasonably necessary and permitted by applicable law, we may investigate:

  • false damage claims;

  • false non-delivery claims;

  • repeated abusive returns;

  • materially misleading information;

  • unauthorized payment activity;

  • fraudulent refund requests;

  • product substitution;

  • return of a different item from the one supplied;

  • removal or alteration of serial numbers or identifying marks;

  • deliberate damage;

  • unauthorized modification; or

  • other suspected misuse of the return process.

We may request reasonable evidence or additional information where necessary to investigate such matters.

Where a voluntary return does not satisfy the applicable eligibility requirements, we may refuse the voluntary return.

Where legally permitted, we may delay processing of a discretionary refund for a reasonable period while investigating a material discrepancy or suspected fraud.

However, we will not use fraud-prevention procedures to deny or delay a remedy that applicable consumer law requires us to provide.

18. Manufacturer Warranty and Commercial Warranty

Some products may be accompanied by a manufacturer's warranty or a separate GUANGFEILAI commercial warranty.

Where a specific warranty applies, its terms may be provided on the relevant product page, product documentation, warranty card, or separate warranty terms.

Any voluntary warranty is additional to statutory consumer rights.

A warranty does not remove, replace, or reduce any mandatory consumer guarantees or statutory remedies that apply under applicable law.

19. Statutory Consumer Rights

Customers may have mandatory consumer rights under the laws of the country, state, province, or territory where the purchase is made or delivered.

These rights may include, depending on the applicable law:

  • repair;

  • replacement;

  • refund;

  • cancellation;

  • compensation;

  • statutory guarantees;

  • cooling-off or cancellation rights; or

  • other remedies.

Nothing in this policy is intended to exclude, restrict, or replace those rights.

If any provision of this policy conflicts with mandatory consumer protection law applicable to a particular transaction, the mandatory law will prevail to the extent of the conflict.

20. Contact

For return, refund, replacement, warranty, or product-related questions, please contact:

GUANGFEILAI
Energy & Power Systems

Operated by:
Haikou Longhua Guangfeilai Department Store
海口龙华广飞来百货商行

Email: support@guangfeilai.com

We aim to respond to customer inquiries within 1–2 business days.

Please include your order number whenever possible so that we can identify your purchase and assist you efficiently.

Last Updated: September 6, 2026