Return and Exchange Policy

At SANITMAX, we aim to provide our customers with a seamless shopping experience. We understand that sometimes, you may need to return or exchange a product. To make this process as easy as possible, we have established the following Return and Exchange Policy:

1. Eligibility Criteria:

  • Our 30-Days Money Back Guarantee backs your purchase! Free Returns are acceptable within 30 days after delivery due to the product's quality or shipping damage issues.
  • The returned products need to be properly packaged to ensure their safety during transportation.
  • Products that have been damaged due to customer misuse, negligence, or self-return shipping damages are NOT eligible for returns or exchanges.
  • Some products may be non-returnable because they are subject to wear and tear:
    • Consumables parts: Items like brushes, pads, squeegees, filters, and other parts that have a limited lifespan and are designed to be replaced regularly.
    • Worn or Used Parts: Components that show significant signs of wear or use, as they may not be suitable for resale.
    • Custom or Special Order Parts: Parts that were custom-made or specially ordered for a specific machine and cannot be used in other equipment.
    • Opened or Used Cleaning Solutions: Cleaning solutions that have been opened and partially used are often non-returnable due to hygiene and safety concerns.

2. Exchange Process:

  • To request an exchange, contact our Customer Support Team by sending email to
  • Provide your order number, the product you wish to exchange, and details about the replacement product.
  • Customer Support will guide you through the exchange process.
  • If it is a product defective issue,  wrongly shipped products, or damage during transportation, we will cover the shipping cost of the replacement.
  • If the customer purchased the wrong product or no longer needs it, the customer will need to cover the shipping cost of the exchange.
3. Return Process:
  • To initiate a return, contact our Customer Support Team by sending email to
  • Provide your order number and a detailed reason for the return, send pictures or videos to show the defectives or damages.
  • Customer Support will provide you with return instructions, including an RMA (Return Merchandise Authorization) number or a return shipping label (if applicable).
  • If it is a product defective issue, wrongly shipped products, or damage during transportation, we will cover the shipping cost of the return.
  • If the customer purchased the wrong product or no longer needs it, the customer will need to cover the shipping cost of the return.

4. Preparing for Return

Thank you for your cooperation in the return process. Please follow the instructions below to ensure a smooth and successful return of your product.
  • Original Packaging
    • If possible, pack the product in its original packaging. This helps protect the item during transit.
  • Secure Packing
    • Ensure the product is securely packed to prevent any damage during shipping. Use bubble wrap, foam, or other cushioning materials to protect the item.
  • Include All Accessories
    • Make sure to include all original accessories, manuals, and components that came with the product.
  • Remove Personal Information
    • If applicable, remove any personal information from the product.
  • Attach Return Label
    • Affix the provided return shipping label to the outside of the package. Make sure it is clearly visible and not obstructed.
    • Customer Self-Return: please use trackable shipping method and send us the tracking information to ensure your return is received successfully.
  • Seal the Package
    • Securely seal the package with strong tape to ensure it does not open during transit.
  • Return Shipping Costs
    • If the return is due to a product quality issue or damage during transportation, we will cover the return shipping costs.
    • If the return is due to purchasing the wrong product or no longer needing it, the customer is responsible for the return shipping costs.
  • LTL Appointment
    • For larger machines, we need to schedule a pickup with a trucking company. Please let us know the available time for pickup. Please note that the trucking company has its own schedule. We will do our best to request pickup on the scheduled date, but they may come the next day or the day after. This is beyond our control. If they do not arrive by the end of the agreed third day, please let us know, and we will reschedule the pickup for you.
  • Parcel Drop-off
    • Take the package to the designated shipping carrier drop-off location or arrange for a pickup if available.
  • Notify Us
    • Once the package is shipped, please notify us with the tracking number so we can monitor the return process.
  • Important Notes
    • Inspection: Upon receiving the returned product, we will inspect it to ensure it meets the return criteria.
    • Refund/Replacement: After a successful inspection, we will process your refund or replacement as per our return policy. 
5Refund and Exchange Processing:
  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund or exchange.
  • Refunds, if approved, will be processed to your original payment method within 3 business days.
  • Exchanges, if approved, will be processed, and the replacement product will be shipped to you as soon as possible, we'll send the tracking information to you.

6. Restocking Fee Rules

  • When to Charge a Restocking Fee
    • Customer Returns
      • Change of Mind: When a customer returns a product simply because they no longer want it.
      • Wrong Item Ordered: If the customer ordered the wrong product and wants to return it for the correct one.
    • Special Cases
      • Custom Orders: Items that are custom-built or made to order, as these may have limited resale potential.
      • Bulk Orders: Large quantity orders that are returned can incur significant restocking costs.
  • Why Charge a Restocking Fee
    • Covering Costs:
      • Processing Returns: Includes labor for inspecting, repackaging, and restocking returned items.
      • Inventory Management: Managing returned stock can involve additional logistical costs.
    • Depreciation:
      • Loss in Value: Once a product is opened or used, its resale value typically decreases, necessitating a fee to cover this loss.
    • Deterrence:
      • Discourages Frivolous Returns: Helps prevent customers from ordering items without a firm intention to keep them, reducing unnecessary returns.
    • Business Viability:
      • Sustainable Practices: Helps maintain a healthy balance between customer satisfaction and operational efficiency.
  • General Restocking Fee
    • A standard restocking fee of 10% of the purchase price will be applied to returns under this criteria.
  • Condition of the Machine
    • Machines must be returned in new and unused condition. If the machine shows signs of use or damage, an additional fee may be charged to cover refurbishment costs.
  • Return Authorization
    • Customers must obtain a Return Authorization (RA) number before returning any machine. Unauthorized returns will not be accepted and will be returned to the sender at their expense.
  • Return Period
    • Machines must be returned within 30 days of the purchase date to be eligible for a refund, minus the restocking fee.
  • Packaging Requirements
    • Machines must be returned in their original packaging, including all accessories, manuals, and parts. Incomplete returns may incur additional fees.
  • Shipping Costs
    • Customers are responsible for all return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
  • Inspection and Refund Process
    • Once the returned machine is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund, minus the restocking fee, will be processed within 10 business days.
  • Non-Returnable Items: Certain items are not eligible for return, including:
    • Custom-built or special-order machines
    • Machines sold as "final sale" or "as is"
  • Restocking Fee Exceptions: The restocking fee may be waived in cases of:
    • Defective or damaged machines (must be reported within 7 days of receipt)
    • Incorrect items received due to our error
7. Contact Us:
  • If you have any questions regarding our return and exchange policy, contact our Customer Support Team at

This policy is subject to change and should be reviewed periodically. Your use of our services and purchase of products implies your acceptance of this policy. We are committed to ensuring your satisfaction, and our team is ready to assist you with any questions or concerns. Thank you for choosing SANITMAX.