Extended 2-year commercial warranty on selected machines
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Returns & Refund Policy

Clear, professional return guidelines for commercial machinery investments.

Commercial Return Eligibility Guidelines

Because Gongly supplies heavy industrial machinery and commercial-grade cooling systems, our return policy differs from standard consumer-grade electronics. We accept returns within 30 calendar days from the date of delivery, subject to the following criteria:

  • The equipment must be entirely unused, unpowered, and in brand-new resaleable condition.
  • The machine must remain sealed in its original, unopened export-grade wooden crate.
  • All original manuals, accessories, spare parts, and tools must be intact inside the package.

Restocking Fees & Freight Costs

Due to the complexity of shipping, multi-point quality testing, and safety inspections required for heavy machinery:

  • All returned equipment is subject to a 20% restocking fee, which will be deducted from the final refund.
  • Customers are responsible for arranging and paying for return freight shipping back to our distribution warehouse or factory. Return shipments must be fully insured.

Equipment Return Process

If your return meets all eligibility requirements, please follow these steps:

  1. Contact support at support@gongly.com with your order number, business name, and serial number.
  2. Attach high-resolution photos and video demonstrating that the wooden crate packaging is unopened and undamaged.
  3. Our logistics team will verify the details and issue a Return Merchandise Authorization (RMA) number along with warehouse drop-off instructions.
  4. Upon receiving the equipment, our engineers will perform a diagnostic and physical inspection. If approved, the refund (minus the restocking fee) will be processed to your original payment method within 7 to 10 business days.

Non-Returnable Items

We cannot accept returns or issue refunds for:

  • Equipment that has been unboxed, connected to power, or operated.
  • Machines that have been filled with ingredients, mix, or sanitizing agents.
  • Customized OEM / ODM orders built to specific customer layout requirements.
  • Replacement spare parts, consumables, and food-grade silicone O-ring kits.