Return Policy&After-sale Services

1. Cancel the order

We accept order cancellation before the product is shipped. If you cancel the order, you will get a full refund. If the product has already been shipped, you will not be able to cancel the order.

2. Return & Exchange conditions

You can return most items for a refund within 30 days of delivery. The item must be in its original condition and packaging to be accepted. However, you need to pay the return delivery fee if there is no quality problem. you can get free delivery return if there is quality problem within 30 days of delivery after your rejection of maintenance.

There are a few items that can’t be returned:

• Clearance items
• Gift cards
• Personalized items
• Bundled items at discounted rates, e.g. “2 for $250” (unless the entire bundle is returned)
• Items you have already assembled
• Items marked “Non-Returnable” on the sale page

However, if your item is damaged or defective, these exceptions do not apply. In this case, you can contact info@westlakekitchen.com, and we will afford the delivery fee. We’ll take care of it and work with you to find the best solution. If you want to replace the items, please re-purchase after returning them. OR you accept reasonable discount.

3. Return address:

You choose the warehouse closest to you to return the product.

Address #1:  300 W Commercial Ave, Moonachie, NJ 07074

Contact Person: Zone Zhang    Phone:+1-314-243-1907                              Jimmy              Phone:+1347-569-4580

Email: info@westlakekitchen.com 

Address #2:  5550 JurupaSt, SuiteB, Ontaria, CA, 91761

Contact Person: Zone Zhang    Phone:+1-314-243-1907

Email: info@westlakekitchen.com 

Address #3:  6544 Warren Drive, Ste.104, Norcross, GA, 30093

Contact Person: Mr Shang       Phone:+1-678-218-7292

Email: info@westlakekitchen.com 

Address #4:  Word Tiana Marketplace, LLC 3000 N Sam Houston Pkwy W, Houston, TX, 77066

Contact Person: HZWC      Phone:+ 8329190199

Email: info@westlakekitchen.com 

4.Return Form

We will provide you with the warehouse address, and you can send it back.

If your item is damaged or defective, we will arrange for a courier to pick up the package (we will contact you in advance and arrange for a courier to pick up the package when you are at home). You can also send it back by yourself, and we will refund the shipping cost.

5.Refund

If a refund is required, we will return the agreed amount to your payment account. From the operation of the refund to the consumer receiving the refund, it will take about 24 hours, and there is no any return charge.

6.After sale service

We supply 2 years warranty of whole machine failure, 6 years warranty of compressor failure, but the balance 4 years not cover labor cost.

Within 2 year after invoice date:

1：If there is something unusual, please send us a email.

For example, describe the problem of products with machine nameplate and bar code, we will guide how to handle by videos or pictures to solve the problem. If there is any parts damaged, we will send spare parts for free. And we are responsible for the maintenance labor cost.

2：If the problem can not be solved by online guides, we will send a technician to our place or replace a new machine for you including the freight, but you are responsible for moving the damaged machine from your kitchen to the truck and moving the new machine from truck to your kitchen.

Within 6  years after invoice date:

If there is something unusual of the compressor from on the third year after invoice date, please email us with the machine nameplate and bar code, we will send you one new compressor to you for free. but we are not responsible for the maintenance labor cost.

Warranty Does Not Cover:

We will not warrant coverage for component failure or other damages that arise under the following conditions:

1：Failure to install and/or use the unit within proper operating conditions specified by us. This includes installation in any and all outdoor or mobile applications.

2：Failure to properly maintain the unit. This includes, but is not limited to, basic preventative maintenance like cleaning the condenser coil.

3：Products sold or used outside of the Contiguous United States.

4：Any damage that occurs as a result of negligence or improper handling.

5：Overloading or improper loading of the unit in a manner that prevents proper airflow.

Normal wear type parts, such as light bulbs and gaskets, are not included in warranty coverage.

 7. After sale Service Call

Please call +1-206-804-0160(Joycle),+1-201-366-6388(Chen)

1. Type of Transport

Delivery time: ship out within 72 hours of placing an order, urgent orders cannot be delivered during holidays.

Orders and shipments

All orders are processed, verified, quality checked and packaged within 3 days.

If there is a delay, such as the delay of the product to the warehouse on the same day, the logistics problem cannot be delivered in time, etc., we will contact you in time by email.

Holiday orders, we will process them for you within 72 hours after the holiday. For urgent orders, you can contact us in the mail, and we will process your order in time.

During the transportation, we will follow up the logistics in time, and tell you the transportation method and order number of the product in time when shipping. If there are problems with the product during transportation, we will inform you in time. And reissue it for you in time. Please rest assured that we will keep track of your logistics information until you receive it.

The logistics companies we cooperate with and commonly used are: XPO Logistics, UPS Groud, AAA Copper, R+L, Road Runner, Tforce. We do not support the designated logistics company.

2. Shipping

First of all, we support free delivery to the United States except Hawaii and Alaska for all our orders. The main market of this website is the United States. We can not ship our products outside the mainland of the United States. Our Free Shipping covers curbside delivery only, if you need more options, please let us know, we will send extra cost if we can supply.

3. Update order delivery

If you want to change the address before the product is sent, you can contact us in the email, we know the information of your order update, and we will deliver the goods to you according to the accurate address. If you don't want the product or want to change to another product before sending it, you can contact us and we will cancel the order for you.

Update the order in transit: If you want to update the order address after the item is sent, you can contact us in the mail, we will communicate with the logistics provider, and it may be unsuccessful to modify the address. Or we will give you a contact number, and you will communicate directly with the courier (it is recommended to carefully check the order information when purchasing, so as to avoid unnecessary troubles)

4. The item never arrived (lost in transit)

If you have never received the purchased product, please rest assured, we will reissue a new intact product for you. Regarding the loss of the package, we will contact the logistics company, and you will definitely receive the product you purchased.