GorillaRock Blue Electric Commercial Cotton Candy Machine, Candy Floss Maker (CANDY-V001)

RETURN AND REFUND POLICY

We want you to be satisfied with your purchase and often deviate from our own rules and take the client's side to make them happy.
99% of all Returns for the past year were made for a full refund

Requests for Return

To return an eligible item you ordered:

1. Go to the Warranty section and select Claim Warranty
2. Select the marketplace where the product was bought  and provide an order number
3. Select an option from the Reason for Return menu and specify the issue.

You may also request a return from the Customer Support Chat or contact us by email support@aldkitchen.com
Allow us two business days to respond (we typically respond during 4-8 hours)
In some cases, we can request additional information as photos / video of the item. 
Note: Do not ship the item without the return authorization; the return shipping address may vary.

Returns

Our return policy allows for most products to be returned within 30 days of receipt of shipment. However, please note that there are certain items that are non-returnable. These include custom and personalized items, such as custom mold or plug machines. Additionally, large machines that combine heating and automatic feeding, such as donut conveyor machines, fall under this category as well.

• Custom and personalized items, including custom mold or plug machines;
  
• 220V machines or machines with a plug other than US Plug;
• Large machines that combine heating and automatic feeding functionalities and require the buyer to possess specialized skills for proper use and installation. Notable examples of such machines include donut conveyor machines.
• Grocery items (including dough mixes) are not returnable but may be refunded or replaced;
• If you return an item for exchange, the replacement merchandise that you receive cannot be refunded, it is only eligible for exchange.

For non-returnable machines, we are committed to providing all the necessary instructions and, if required, replacement parts. However, it's important to note that large machines that combine heating and automatic feeding functionalities have intricate designs and require special skills on the part of the buyer. Therefore, the responsibility for proper installation, maintenance, and repair ultimately lies with the buyer.

Return Shipping & Refund Policy

Return Shipping
For most returns, a pre-paid shipping label will be provided, allowing you to return the item free of charge.
However, not all orders qualify for pre-paid return shipping. In such cases, the buyer must return the item at their own expense using a trackable shipping method and carrier of their choice.

ALDKitchen will reimburse up to $20 for return postage once the returned item is received. If your return shipping exceeds $20, you may contact Customer Service to request partial reimbursement of the remaining cost.
All returns must be shipped within 30 days after return approval.

Pre-Paid Labels Are Not Provided For:
- Orders shipped outside the U.S. mainland;
- Hard-to-reach or remote territories where carriers have limited service;
- Returns that do not meet our Return Policy conditions;
- Refurbished or special-price items;
- Orders delivered, with buyer’s consent, from a warehouse outside the United States (marked “Ships from Global Distribution Center”).

Refunds
After your return arrives at our Returns Center, please allow up to two weeks for processing. Typically, returns are processed within 1–2 business days after carrier delivery. Once your return is approved, a refund will be issued to your original payment method, and funds usually appear within 1–5 business days.

Restocking Fees
Restocking fees may apply under the following circumstances:
- Up to 20% + Shipping Costs: Items in original condition returned after the return window.
- Up to 50% + Shipping Costs: Items damaged, missing parts, or showing signs of use not caused by an ALDKitchen error.

Refund Exclusions
Refunds will not be issued for:
- Items damaged during return shipping due to improper packaging;
- Items damaged from incorrect usage, installation, or maintenance;
- Items that cannot be repaired or restored to their original condition.

International Orders
Items shipped from the Global Distribution Center are subject to international shipping regulations. Once shipped, they cannot be canceled or refunded, and customs duties, taxes, or import delays do not qualify for a refund.
Buyers are responsible for receiving the parcel from the carrier and completing any required customs documentation or signatures per their country’s import rules.

Shipping & Cancellation Policy

Shipping Locations
Products marked “Ships from Global Distribution Center” are shipped from our international warehouse or directly from the factory. The average delivery time is 14 days, but it may extend to 20–30 days if customs clearance between countries takes longer.
Products labeled “Fast Free Shipping” are shipped from our U.S. warehouse and typically arrive within a few days.

Order Processing & Tracking
Orders are processed and prepared for dispatch within 2–4 days. We use major carriers such as DHL, FedEx, and UPS.
Please note that the absence of a tracking number does not mean the order hasn’t been shipped. Tracking is assigned a few days before delivery, as shipments first move through regional distribution centers in another city or country before being handed over to the final carrier.

Customs & Import Fees
Buyers are considered the importer of record and are responsible for any applicable customs duties, taxes, or import fees. Upon providing proof of payment, most customs fees are reimbursed by the seller.

Cancellations
Cancellation requests must be made before the order is shipped. Once the shipment has been initiated, cancellations and refunds are not possible due to international logistics procedures.

Delivery Timeframe
Orders are considered on time if delivered to the buyer’s location within 30 days from the purchase date. Customs clearance delays or local delivery restrictions do not qualify for cancellation or refund.
The buyer is responsible for receiving the parcel from the carrier, including completing any required paperwork or signatures, depending on local import regulations.