Return Policy & After-sale Services

 

1. Cancel the order

We accept order cancellations before the product has been shipped. If you cancel your order at this stage, you will receive a full refund.

Once the product has been shipped, the order cannot be cancelled.

2. Return & Exchange conditions

You may return most items within 30 days of delivery for a refund.

To be eligible for a return:

  • The item must be unused
  • The item must be in its original packaging
  • The item must be in resellable condition

If the return is due to no quality issue, the customer is responsible for the return shipping cost.

If the item has a quality issue, defect, or damage, we will cover the return shipping cost and arrange a replacement or refund.

There are a few items that cannot be returned unless they are defective or damaged:

  • Clearance items
  • Gift cards
  • Personalized items
  • Bundled items at discounted rates (e.g. “2 for $250”) unless returned as a complete set
  • Items that have been assembled or installed
  • Items marked “Non-Returnable” on the product page

If your item is damaged or defective, please contact info@westlakekitchen.com. We will take responsibility for the shipping cost and work with you to provide the best solution, including replacement or refund.

If you wish to replace an item, please return the original product and place a new order.

3. Return address:

Please do not return any items without contacting us first.

After your return request is approved, we will provide you with the correct return warehouse address based on your location.

Our return warehouse locations include:

Address #1: 300 W Commercial Ave, Moonachie, NJ 07074
Contact Person: Zone Zhang | Phone: +1-314-243-1907
Jimmy | Phone: +1-347-569-4580

Address #2: 5550 Jurupa St, Suite B, Ontario, CA 91761
Contact Person: Zone Zhang | Phone: +1-314-243-1907

Address #3: 6544 Warren Drive, Ste.104, Norcross, GA 30093
Contact Person: Mr Shang | Phone: +1-678-218-7292

Address #4: World Tiana Marketplace, LLC
3000 N Sam Houston Pkwy W, Houston, TX 77066
Contact Person: HZWC | Phone: +1-832-919-0199

Email: info@westlakekitchen.com

4.Return Form

Once your return is approved, we will provide you with return instructions and the correct warehouse address.

  • If the item is damaged or defective, we may arrange a courier pickup or reimburse your return shipping cost.
  • If returning independently, please follow the instructions provided by our support team to ensure proper processing.

5.Refund

Once your returned item is received and inspected, we will process your refund within 3–5 business days.

The refund will be issued to your original payment method.

Please note that it may take an additional 3–10 business days for your bank or payment provider to complete the refund.

6.After sale service

We provide:

  • 2 years warranty for full machine failure
  • 6 years warranty for compressor failure (labor cost not included after the first 2 years)

Within 2 years after the invoice date:

  1. If there is any issue, please contact us by email with:
    • Product details
    • Machine nameplate
    • Description of the issue

We will guide you through troubleshooting via photos or videos. If parts are damaged, we will provide replacement parts free of charge and cover maintenance labor costs.

  1. If the issue cannot be resolved remotely, we will arrange:
    • A technician visit, or
    • A replacement machine (including shipping)

Customers are responsible for moving the product to and from the delivery location if required.

Within 6 years after the invoice date:

If the compressor fails from the third year onward:

  • Please contact us with product details
  • We will provide a replacement compressor free of charge
  • Labor costs are not included

Warranty Does Not Cover:

Warranty does not apply under the following conditions:

  1. Improper installation or use outside recommended operating conditions
  2. Lack of proper maintenance (e.g. cleaning condenser coils)
  3. Products used outside the contiguous United States
  4. Damage caused by misuse, negligence, or improper handling
  5. Overloading or improper use affecting performance

Normal wear-and-tear parts such as light bulbs and gaskets are not covered.

 7. After sale Service Call

For assistance, please contact:

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