All terms herein apply solely to SULUGOOD official website (www.sulugood.com) and are not applicable to orders placed through other platforms or authorized dealers. Please refer to the after-sales rules and protection policies of the respective platforms.

1. General Terms

We uphold strict standards for product craftsmanship and quality, and are committed to providing customers with high-quality customized solutions. For any issues, pleasecontact our customer support first(support@sulugood.com) for resolution rather than filing a dispute directly—we will handle your inquiry efficiently.
Custom products are manufactured based on your provided dimensions and specifications. We recommend ordering samples to verify fabric texture, color, and light-blocking effect before placing a custom order. Please carefully read the measurement and installation guides to avoid measurement errors.
All orders completed on SULUGOOD official website (www.sulugood.com) (excluding samples) come with a1-Year Free Limited Warranty(details in Section 9) by default. This warranty is exclusive to the original purchaser and is non-transferable.

2. Eligible Returns/Exchanges

You may apply for a return, refund, or exchange if your order meets one of the following conditions:

• Unused & Unopened: Products that are unopened, uninstalled, and free of use marks, with intact original packaging. The customer shall bear the return shipping cost for such returns (custom products cannot be resold).
• Manufacturing Defects: Products with material/workmanship issues or that fail to function properly (within 30 days, you may choose a refund, exchange, or directly apply for warranty service).
• Damaged in Transit: Products damaged during delivery (photos of the packaging and damaged items are required as evidence).
• Incorrect Order Fulfillment: Products that do not match the order details (e.g., size, color, style).

Note: For conditions 2-4 above, we prioritizefree exchange(for products matching the original order specifications). If the replacement still has issues, you may opt for a full refund, and we will cover all round-trip shipping costs.

3. Non-Returnable Items

Returns/refunds are not accepted under the following circumstances. We appreciate your understanding:

• Products that have been used, installed, or modified (custom products are manufactured to your exact requirements and cannot be resold).
• Size mismatches caused by incorrect customer measurements (we strictly follow the dimensions you provided).
• Non-quality-related reasons: Change of mind, dislike of color/weight, accidental wrong order, subjective dissatisfaction with light-blocking effect, etc. (excluding unused/unopened products).
• Size variations within industry tolerance: ±1 inch (approximately 2.54cm) is considered acceptable.
• Shipping delays of less than 5 business days beyond the estimated delivery window.
• Color discrepancies: Minor color differences caused by monitor settings, lighting, or fabric batch variations (reasonable deviations between samples and finished products are permitted).

4. Return Request Timeframe

All return/exchange requests must be submittedwithin 30 calendar days of delivery. Requests submitted after this period will be deemed as acceptance of the product, and no further processing will be provided. Please inspect the product's appearance, size, and functionality promptly upon receipt.

5. Return/Exchange Process

1. Submit a Request: Send an email to support@sulugood.com with your order number, a detailed description of the issue, and clear photos of the product and packaging (as evidence).
2. Review & Confirmation: We will respond with the review result within 2 business days, notifying you whether your request meets the return/exchange criteria.
3. Return the Product:
   
   Upon approval, we will provide an authorized return address (do not ship directly to the regular warehouse).
   Please retain all original packaging (inner and outer) and use a trackable shipping service. Provide the tracking number to our support team after shipping.
   
   
4. Completion of Processing:
   
   Exchange: After receiving and inspecting the returned product, we will arrange for a replacement to be shipped within 10 business days (including production time, excluding major holidays).
   Refund: After verifying eligibility, we will initiate the refund within 3-5 business days. Funds will be credited back to your original payment method within 3-7 business days (processing time may vary by payment platform/bank).

6. Shipping Cost Terms

• Customer's Responsibility: Shipping costs for returns of "unused & unopened" products or non-quality-related returns.
• Our Responsibility: Round-trip shipping costs for returns/exchanges due to manufacturing defects, transit damage, or incorrect order fulfillment.

7. Refund Terms

• The refund amount equals the actual product purchase price (excluding original shipping costs, unless the return is due to a quality issue).
• Refunds will only be credited to the original payment method. Bank processing times are subject to the policies of your payment platform/bank.

8. Special Notes

• Order Modifications: No changes to size, color, style, or other specifications are allowed once production has started. Please double-check your order details before submission.
• Lost Packages: If your package is lost in transit, we will assist with tracking. If the package cannot be recovered, we will reship the order (refunds are not available for lost packages).
• Price Protection & Discounts: No price protection is offered for already placed orders. Refunds for price differences due to subsequent discounts are not permitted.

9. 1-Year Free Limited Warranty (Excluding Samples)

(1) Basic Warranty Information

• Warranty Coverage: Exclusive to the original purchaser, non-transferable, and applicable only to products purchased on SULUGOOD official website (www.sulugood.com).
• Warranty Period: 1 year from the shipment date as shown in the logistics record.
• Required Documentation: To apply for warranty service, you must provide proof of purchase (receipt, invoice, or payment record) and clear photos/videos demonstrating the product issue.

(2) Warranty Coverage

Under the condition that the product is installed strictly according to the installation instructions and used for normal residential purposes, the warranty covers the following issues within 1 year:

• Accessories: Free replacement of brackets, safety clips, operating cords, zippers, etc.
• Fabric & Curtain Panels: Fabric tears/quality defects, fabric/panel detachment, panel deformation/breakage, etc. (free repair or replacement of the entire product).
• Internal Mechanical Components: Malfunctions such as failure to lift/lower or loss of tension (free repair or replacement of the entire product).

(3) Non-Warranty Coverage

• Natural variations in texture, weave, or color of natural materials; minor deformation of wooden products.
• Damage caused by improper installation, operation, or cleaning.
• Normal wear and tear, fading, or aging due to long-term use.
• Damage caused by excessive heat, direct sunlight, moisture, children, pets, or pests.
• Products that have been modified or altered in any way.

(4) Warranty Service Terms

• Resolution Options: Upon confirming a manufacturing defect, SULUGOOD reserves the right to provide free repair, replacement of parts/products, or other reasonable solutions.
• Discontinued Products: If the warranted product is discontinued, we will provide a substitute product that closely matches the original specifications. For multi-item orders, warranty service applies only to the defective item, and we will make every effort to match the original product's specifications.
• Liability Limitations: This warranty supersedes all other written or verbal warranty commitments. SULUGOOD shall not be liable for incidental or consequential damages arising from product defects or breaches of this warranty (this limitation may not apply in all states due to varying legal requirements).
• Statutory Rights: This warranty grants you specific legal rights, and you may have additional rights under the laws of your state.

10. Dispute Resolution

We recommend resolving issues through direct communication with our customer support. Filing a dispute may result in extended processing times (banks may hold funds for up to 90 days) while we communicate with you.
Our support team will respond to your inquiries within 2 business days and strive to reach a mutually satisfactory resolution.