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

For most returns, you will be provided with a pre-paid shipping label which allows you to return the item for free.
Not all orders are eligible for a pre-paid return. In this case, you will need to return the item at your own expense. We recommend you return the item using a trackable method at the carrier of your choice.
ALDKitchen will reimburse up to $20 for return postage costs on receipt of the item. If your return shipping costs exceed $20, you may contact our Customer Service to request a refund of the remaining shipping cost.
All returns must be shipped within 30 days after acceptance.

Pre-paid shipping label can not be provided in the cases listed below:

• for orders outside of the United States mainland;
• for some hard-to-reach territories where carrier services are limited;
• for returns that do not meet the Return Policy;
• for Refurbished products or purchases made at a special price;
• for orders that, with the consent of the buyers, have been delivered from a warehouse outside the United States.
  

Refunds

After the Returns Center receives your item, it can take up to two weeks for us to receive and process your return. We typically process returns within 1-2 business days after the carrier delivers the item to our Returns Center . When we complete processing your return, we issue a refund to the original payment method. Once we issue your refund, it may take from 1 to 5 days to make funds available in your account.

Restocking fees may apply in the following cases:

• Items in original condition past the return window - up to 20% Restocking fee + Shipping expenses;
• Items with damage, missing parts, not in original condition, or that have obvious signs of use for reasons not due to an ALDKitchen error - up to 50% Restocking fee + Shipping expenses.

Refunds will not be provided for returned items that were damaged during transportation due to improper packing or if the damage was caused by the customer's incorrect usage or maintenance and the item cannot be repaired or renewed.