Last Updated: August 16, 2025
1. Return Policy Overview
At PolyGreenhouse, we stand behind the quality of our polycarbonate greenhouse products. We offer a comprehensive return and refund policy to ensure customer satisfaction while accounting for the custom nature of our greenhouse systems.
2. Eligibility for Returns
Standard Products:
- Must be returned within 30 days of delivery
- Items must be unused and in original packaging
- All original accessories and documentation must be included
- Products must be free from damage not caused by manufacturing defects
Custom/Made-to-Order Products:
- Custom greenhouse configurations are generally non-returnable
- Returns accepted only for manufacturing defects or errors in our fulfillment
- Custom orders require approval from our customer service team
3. Non-Returnable Items
The following items cannot be returned:
- Greenhouse structures that have been assembled or installed
- Products damaged due to improper installation or use
- Items modified or altered from their original condition
- Products damaged by weather after delivery
- Custom-cut polycarbonate panels made to specific measurements
- Installation services and labor costs
4. Return Process
Step 1: Contact Us
Before returning any item, contact our customer service team:
- Phone: +86 13420298302
- Email: polygreenhouse@email.com
- Business Hours: Monday - Saturday, 9:00 AM - 6:00 PM (China Time)
Step 2: Return Authorization
We will provide you with a Return Merchandise Authorization (RMA) number and detailed return instructions. Returns without an RMA number will not be accepted.
Step 3: Package and Ship
Package items securely in original packaging (when possible) and ship to the address provided with your RMA. You are responsible for return shipping costs unless the return is due to our error.
5. Refund Process
Processing Time:
- Refunds processed within 5-10 business days after we receive returned items
- Inspection required to verify condition and eligibility
- Refund method will match original payment method when possible
Refund Amounts:
- Full refund for manufacturing defects or our errors
- Refund minus return shipping costs for customer-initiated returns
- Restocking fee may apply (up to 20% for special orders)
- Custom products: refund at our discretion, typically 50-80% of purchase price
6. Warranty Coverage
Structural Components:
- Aluminum frame: 25-year warranty against manufacturing defects
- Polycarbonate panels: 10-year warranty against UV damage and breakage
- Hardware and fasteners: 5-year warranty
- Weather seals and gaskets: 3-year warranty
Warranty Exclusions:
- Normal wear and tear
- Damage from improper installation
- Extreme weather events (hurricanes, tornadoes, hail)
- Damage from misuse or modifications
- Cosmetic issues that don't affect functionality
7. Damaged or Defective Items
Upon Delivery:
- Inspect all items immediately upon delivery
- Report damage or missing items within 48 hours
- Take photos of any damage for documentation
- Do not install damaged components
After Installation:
- Report manufacturing defects within 30 days of discovery
- Provide detailed description and photos of the issue
- Our technical team will assess and provide solutions
- Replacement parts shipped at no charge for valid warranty claims
8. International Returns
For international customers:
- Returns must be approved in advance
- Customer responsible for all return shipping costs and customs fees
- Items must be declared accurately for customs
- Extended processing time may apply (15-30 business days)
- Local distributor returns may be available in some regions
9. Exchanges
We offer exchanges for:
- Manufacturing defects or damage during shipping
- Incorrect items shipped due to our error
- Size exchanges (subject to availability and approval)
Exchange requests must be made within 30 days of delivery and are subject to the same conditions as returns.
10. Cancellation Policy
Before Production:
- Orders can be cancelled with full refund minus processing fees
- Cancellations must be requested within 24 hours of order placement
- Custom orders may have cancellation fees after design work begins
After Production Begins:
- Cancellation may result in partial refund (typically 50-80%)
- Completed components cannot be cancelled
- Custom modifications are non-refundable once production starts
11. Contact Information
For returns, refunds, or warranty claims, contact us:
- Customer Service: Joyce@goodlife.com.cn
- Phone: +86 13420298302
- Address: No.8, Yifu Road, Nantou Town, Zhongshan City, Guangdong Province, China
- Business Hours: Monday - Saturday, 9:00 AM - 6:00 PM (China Time)
12. Policy Changes
We reserve the right to modify this return and refund policy at any time. Changes will be posted on our website with an updated effective date. Continued use of our services after changes constitutes acceptance of the updated policy.
Note: This policy applies to direct purchases from PolyGreenhouse. Products purchased through distributors or retailers may have different return policies governed by those sellers.