Refund policy

At Pyrasun, we strive to ensure your complete satisfaction. This policy outlines our guidelines for returns, replacements, and shipping-related issues.

Quick Summary for Your Convenience:

  • Standard Return Window: 30 days from delivery.

  • Customized Products: Non-returnable (unless confirmed manufacturing defects exist).

  • Shipping Damage: Must be reported within 48 hours for free replacement parts.

  • Return Shipping Cost: Borne by the customer for non-quality issues.

  • Restocking Fee: $0 (No fees).

1. Standard 30-Day Return Window

For non-customized stock items, you have 30 days from the date of delivery to request a return. To be eligible, the item must be:

  • Unused and in the same condition as received.

  • In its original packaging with all components included.

2. Customized Products Clause

Due to the personalized nature of custom-printed products (including but not limited to custom pop-up tents, canopies with logos, and custom banners), all sales of customized items are final. We do not accept returns or offer refunds for personal reasons such as a change of mind, event cancellation, or incorrect size selection by the customer.

3. Shipping Damage & Missing Components

We take great care in packaging, but if your product is damaged during transit:

  • Reporting: You must report the damage to hello@pyrasun.com within 48 hours of delivery.

  • Evidence: Please provide clear photos/videos of the damaged product AND the outer shipping box (including the shipping label).

  • Resolution: For verified shipping damage, Pyrasun will ship replacement parts or accessories to you free of charge to restore the product to full functionality.

4. Color Variation & Printing Disclaimer

Please note that customized printed products may exhibit a reasonable color difference (typically within 5%-10%) from digital mockups or samples. This is due to variances in fabric materials, UV printing processes, and display device settings. This variation is an industry standard and is NOT considered a manufacturing defect.

5. Quality Issues & Manufacturing Defects

If a product has a confirmed manufacturing defect (e.g., severe printing errors inconsistent with confirmed designs, or structural failure), please contact us within 7 days of delivery. We will repair or replace the defective part or product at our discretion and bear all associated shipping costs.

6. Return Shipping & Fees

  • For Non-Quality Issues: The customer is responsible for arranging and paying for the return shipping costs.

  • Restocking Fee: We do not charge any restocking fees for eligible returns.

7. Exchanges & Refunds

We do not offer direct exchanges. For non-customized items, we recommend returning the original item for a refund and placing a new order. Approved refunds will be processed within 10 business days back to your original payment method.

8. Contact Us

If you have any questions about this policy or need assistance with return/refund requests, please contact us via:

  • 📧 Official Email: hello@pyrasun.com (Priority Handling)

  • ☎️ Phone: +86-17710121119

  • 🕒 Service Hours: Monday-Friday, 9:00-18:00 (Pacific Time, PT)

  • 💬 Response Time: 24-hour reply during working hours, 48-hour reply during non-working hours.

Pyrasun reserves the final right to interpret this policy. Updates will be posted on our official website without separate notification. The latest published version shall prevail for any adjustments.