Return & Refund Policy

Last updated: August 14, 2026

This Return & Refund Policy applies only to products purchased directly through Pusun.com. Products purchased through Amazon, another marketplace, a distributor, or another website must be returned through the original seller and are subject to that seller’s policies.

1. 14-Day Return Period

You may request a return within 14 calendar days after receiving your order.

To start a return, contact us at support@pusun.com before sending any product back. Please include:

• Your order number

• The product model

• The reason for the return

• Photos or videos if the product is damaged, defective, or incorrect

We will review your request and provide return instructions and the authorized return address.

Do not send a product to the address shown on the original shipping label, our registered business address, or any warehouse without authorization. Unauthorized returns may be rejected or delayed.

2. Return Eligibility

To qualify for a return, the product should:

• Be returned with all supplied parts, accessories, cables, manuals, and promotional items

• Be returned in its original packaging whenever reasonably possible

• Be free from damage caused by misuse, improper installation, unauthorized modification, or failure to follow the instructions

• Include proof of purchase from Pusun.com

You may inspect the product as reasonably necessary to confirm its nature, characteristics, and operation. If the product has been used beyond what is reasonably necessary for inspection, we may reduce the refund to reflect any loss in value, where permitted by law.

The absence of original packaging does not automatically remove any mandatory consumer rights. However, customers are responsible for packing returned products safely.

3. Change-of-Mind Returns

For an eligible return that is not caused by a product defect, shipping error, or transit damage:

• The customer is responsible for return shipping and packaging costs.

• We recommend using a tracked and adequately insured shipping service.

• The customer remains responsible for the product until it reaches the authorized return location.

• Expedited or premium shipping upgrades are not refundable, except where required by law.

Because some PUSUN machines are large and heavy, return shipping may be expensive. Please contact us before arranging transportation. Where available, we may offer a prepaid return label and deduct the agreed cost from the refund.

We do not charge a separate restocking fee for an eligible consumer return. A reasonable deduction may still apply for damage, missing components, or diminished value caused by handling beyond what is necessary to inspect the product.

4. Damaged, Defective, or Incorrect Products

Please inspect your order after delivery. Contact support@pusun.com as soon as reasonably possible if:

• The product was damaged during shipping

• The product is defective

• Parts or accessories are missing

• You received the wrong product or variant

Please retain the product, shipping carton, internal packaging, and shipping label while we investigate the issue.

Depending on the circumstances and applicable law, we may offer:

• Remote troubleshooting

• A replacement part or module

• Repair

• Product replacement

• A partial or full refund

PUSUN products use a modular repair approach. In many cases, an issue can be resolved by replacing a part or module without returning the complete machine.

When a verified defect, shipping error, or transit damage is our responsibility, PUSUN will cover the reasonable authorized return or replacement shipping costs.

Do not disassemble or repair the product unless instructed by PUSUN Support.

5. Return Authorization and Addresses

Every return requires prior authorization.

Depending on your location, product, and reason for return, we may direct the return to an authorized facility in the United States, Germany, or another service location.

Our warehouse partners do not accept unannounced returns. The correct address, recipient details, reference number, and shipping instructions will be provided after your return request is approved.

6. Refund Process

After the authorized return is received, we will inspect the product and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Processing time after issuance depends on your bank, card provider, payment service, and country.

The refund may be adjusted for:

• Missing parts or accessories

• Damage not caused by PUSUN

• Excessive use or diminished value

• An agreed prepaid return-label cost

• Non-refundable expedited delivery upgrades, where permitted by law

Where required by applicable law, the refundable amount will include the cost of the least expensive standard delivery method offered for the original order.

If a refund has been approved but has not appeared, please contact your bank or payment provider before contacting us, as processing times can vary.

7. Exchanges

We do not guarantee direct exchanges for change-of-mind returns. The simplest process may be to return the original item and place a new order after the return is approved.

Incorrect, damaged, or defective products may be replaced directly when appropriate.

8. Order Cancellations

If you need to cancel or change an order, contact support@pusun.com as soon as possible.

We cannot guarantee cancellation after an order has entered processing or has been handed to the carrier. If the order has already shipped, the standard return process will apply after delivery.

Refusing delivery does not automatically complete a cancellation or guarantee a full refund. Additional carrier, storage, return, or customs charges may be deducted where permitted by law and where the refusal was not caused by our error.

9. Non-Returnable Items

The following items may not be eligible for change-of-mind returns, where permitted by law:

• Products made to order or clearly personalized

• Special B2B or bulk orders governed by a separate quotation or contract

• Gift cards

• Downloadable digital products after delivery or download has begun

• Products clearly marked as final sale before purchase

• Items damaged through misuse, unauthorized repair, modification, neglect, accident, or improper storage

This section does not limit rights relating to defective, unsafe, incorrectly supplied, or misdescribed products.

10. Business and Bulk Orders

Consumer cooling-off rights may not apply to purchases made for business, institutional, resale, club, coaching, or professional purposes.

Returns for customized, bulk, distributor, or B2B orders are governed by the applicable quotation, purchase agreement, or written terms agreed before the order is placed.

11. Warranty Claims

Returns and warranty service are different processes.

Eligible PUSUN products are currently covered by:

• Main unit and accessories: 3-year limited warranty

• Battery: 1-year limited warranty

A product issue occurring after the return period may still qualify for repair, parts replacement, module replacement, or other service under the applicable Warranty Policy.

12. Mandatory Consumer Rights

This policy does not exclude, restrict, or replace any consumer rights that cannot legally be waived.

Customers in the European Union may have a statutory right to withdraw from an eligible online purchase within 14 days after delivery. Other countries or regions may provide additional rights, remedies, or longer legal guarantee periods.

Where this policy conflicts with mandatory consumer law, the mandatory law will apply.

13. Contact Us

For a return, refund, cancellation, damaged shipment, or warranty question, contact:

Auralyn Global Limited
曜霖環球有限公司
Room 704, 7/F, Block A, New Mandarin Plaza
14 Science Museum Road
Tsim Sha Tsui, Hong Kong SAR

Email: support@pusun.com
Website: https://pusun.com

Please include your order number and product model so that we can assist you efficiently.