Returns & Refunds Policy
Standard Goods

Every order is tested prior to shipping. By that we mean, your actual product is tested before we put it into the shipping box, crate, pallet, etc. We take pictures and videos of every product for every order being shipped, and store these pictures and videos with your order number in our system. For this reason, we are highly confident of the condition of the products we ship. It is a very expensive and time consuming process, but we do it to ensure that our customers receive functional products. Because of the complexity of some of our products, we have a very limited return policy.

• For safety reasons, we do not accept returns on any hazardous location, explosion proof or intrinsically safe products. Once these products leave the factory, we cannot be sure what happens to them. We must re-build and re-certify the units to specification to ensure that the next customer receives an item that is safe to use. This is cost prohibitive. For that reason, we do not accept returns on classified products.

• We do not accept returns on transformers, phase converters, or frequency converters. In order to install one of the aforementioned products, typically customers will modify the product (i.e. penetrate the housing to make connections, punch out knockouts, remove or damage tinning on lead wires during installation). Because we video test every unit before it ships to ensure the unit operates as described, we know when they leave here the units are operationally functional and meet the output voltage when supplied with the input voltage per the product specification. To be clear, we do not accept returns on these items under any circumstances for these reason.

• Products that are not addressed in the above two conditions must be returned in new, unused condition.

• Returns that are acceptable will be issued an Return Authorization via email. Any return sent to any Sanzo Sales location without a Return Authorization will be discarded and no credit is provided.

• Returns that are acceptable for return are only allowed within 15 days of receipt. No products shall be returned to Seller without its prior written consent (Return Authorization). A minimum of 15% restocking fee will be applied to any returns. Higher fees may apply based on other conditions. Customers will also forfeit any shipping money associated with the return.

• Any product that is granted a Return Authorization, but are not returned in new, unopened condition are subject to physical evaluation. Any damage cost to the original packaging or the physical unit itself will be subtracted from the final return value.

• Return costs from international locations are not the responsibility of Sanzo Sales.

• Electrical/electronic parts are easily damaged by improper installation or testing. Because electronics are very sensitive to voltage overloads, it does not take much of a voltage spike to ruin a component. Because of this risk, all electrical products that are granted a Return Authorization will undergo electrical testing and assessed a testing fee. This fee will be subtracted from the final return value.

• Consumable style bulbs or lamps are not returnable.

• Any missing items for shipments need to be brought to our attention within 1-3 days of receipt of the shipment. We maintain pictures and videos of shipments for confirmation and review for a limited period of time, which is generally 3-6 months depending on order volume and available storage.

• Refunds are applied as credits towards future orders.

• Products that contain emergency backup components are subject to very narrow warranty terms and do not qualify for return. For customer convenience, we engage the battery pack prior to shipping all emergency backup products. Many times, particularly with hazardous location rated products, the battery packs are difficult to access and the customer generally plans to install the units shortly after receipt of the shipment. Battery backup components using older technologies (Nicad, NIMH, SLA, etc) will fail quickly if they do not maintain valid grid tie support. In other words, the batteries must receive a consistent maintained charge to perpetuate long lifespans. Battery backup products that are shelved (not installed) for periods greater than 3 weeks will likely fail and need replacement sooner. This replacement will not be covered under warranty. This can also occur is the units are installed but the grid tie option is not connected correctly. Customers can specify that they do not want the battery pack to be engaged at the time of ordering if they plan to shelve the units for long periods of time prior to installation.

• There are many products on the site and not all pictures depict the exact configuration of each product. Many products are custom built and/or built on demand. In some cases, products are designed and not sold immediately and a rendering may be used. In all cases, the end product is built to the specification listed and the pictures shown may be close approximations. Pictures are more likely to be close approximations with more complex products, including transformers, power distribution systems, control systems, light tower systems and other highly customizable products. In no way does the approximation validate a potential return. We always build to the specification. If customers have questions, they should ask prior to purchase to clarify.

• There are no returns on any medical and/or sanitizing products for obvious safety reasons. This includes PPE (including masks), tests, thermometers, sprayers and UVC lighting of any kind (portable and surface).

• Post mount spotlights are not returnable.

• All deposits are non-refundable,

• All order cancellations must be done, in writing, at least 3 days prior to shipping. Cancellation fees will be assessed based on the measure of completion. For example, items that are built, tested and packaged will incur higher cancellation fees. Cancellation fees can be up to 100% depending in the investment in components, labor and time. Cancellation fees are not dependent on initial estimate delivery dates as there are a wide variety of supply chain and labor related issues that can affect final delivery of an order.

• For customers that purchase large items directly on the site, additional shipping charges may apply. The site may not correctly calculate pallet freight or truckload freight shipments correctly as it was designed for small package shipping. High counts of small items may also result in inaccurate shipping costs. It is always best to ask for a quote on large items to determine the current shipping cost.

• Customers are responsible for shipping damage to products if they accept those product shipments. In other words, if a LTL carrier drops off a pallet with damaged product and you sign off on the BOL as receiving the pallet in good order, then you take responsibility for that damage. The carrier will not insure the pallet shipment once you agree, in writing, that the shipment is in good order. You may say, "we didn't have time" or we don't inspect shipments when received and that is fine, but neither Sanzo Sales not the carrier will be responsible for the damage. Ideally your shipping a receiving people should either reject the pallet or note the damage on the BOL if you deem it is acceptable. In some cases, minor damage may be a small price to pay to get a product that is needed timely. You can make that determination, but the moment you sign the BOL without notation of damage, the carrier will immediately claim that any and all damages were done by the receiver (you). For our part, we take pictures and videos of each an every shipment prior to handing it off to the carrier. So, we are prepared to make the claim that the products were in good order prior to the carrier handling them. But, the carrier will immediately shift the blame to the receiver if you don't identify and notate the damage.

• Rentals cancelled after transit to the site do not qualify for refund of shipping money. Refund of the rental charge itself is based on many factors and is at the discretion of Sanzo Sales. All cancellations must be in writing prior to shipping to be valid.

• During ongoing supply chain issues, many items will be built to the electrical specifications, but not necessarily the dimensional specifications. This will apply to transformers, phase converters, enclosures or all kinds, etc. We look to use the materials we can access to complete builds and dimensions may vary from what was originally called out years ago when the product was setup.

• If a product is returned for repair and the customer declines the repair quote, the customer is responsible for the return shipping cost.

• Customers agree to accept redirection charges from carriers in the event they provide an inaccurate or incomplete address.

• As a convenience, tracking information may be provided to the cell phone number attached to the order.

Many international orders, specialty orders and other complex build orders require prepayment in advance. This prepayment represents a commitment to the order. Cancelling the order will result in a deduction from the original amount paid if any refund is available, since an investment of time and money is typically required to acquire materials and prepare the order. While not all orders in this category require prepayment, cancellation fees may apply to other build orders as well. The percentage of the deduction is at Sanzo Sales discretion but usually ranges from 30 to 50%.

The deadline for canceling an order is 30 days from the date you received the goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement.

You can inform us of your decision by e-mail sales@sanzosales.com

We will reimburse you no later than 30 days from the day on which we receive the returned goods. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.

Conditions for returns:

In order for the goods to be eligible for a return, please make sure that:

• The goods were purchased in the last 30 days

• The goods are in the original packaging and unused

• The goods are eligible for return

The following goods cannot be returned:

• The supply of goods made to your specifications or clearly personalized.

• The supply of goods which according to their nature are not suitable to be returned, for example: hazardous location equipment, single use goods that have already been used, goods which deteriorate rapidly, where the date of expiry is over.

• The supply of goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

• The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

Returning Goods

You are responsible for the cost and risk of returning the goods to us. You should send the goods to the following address after an RMA has been issued:

425 Pinson Rd, STE M89, Forney, TX 75126

We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.

Gifts:

If the goods were marked as a gift when purchased and then shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to you.

If the goods weren't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give it to you later, We will send the refund to the gift giver.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail sales@sanzosales.com

Venue; Governing Law: County Court or State Court in Kaufman County, Texas, will be the proper place of venue for suit on or in respect of this Agreement. This Agreement, all of its terms and conditions, all rights and obligations of the parties, and all claims arising out of or relating to this Agreement, will be construed, interpreted and applied in accordance with, governed by and enforced under, the laws of the State of Texas.

Waiver of Jury Trial: Customer agrees to waive it’s right to a jury trial and have any and all disputes between Customer and Sanzo Sales determined by a court of competent jurisdiction in Kaufman County, Texas.

Waiver of Deceptive Trade Practices Act: Customer waives any and all rights and claims Customer may have under Chapter 17 of the Texas Business and Commerce Code.

Attorney Fees and Costs: Customer agrees that in the event of any legal dispute that the prevailing party in the legal dispute shall be entitled to reasonable and necessary attorney fees and costs of court as determined by a court of competent jurisdiction in Kaufman County, Texas.

Force Majeure: Neither party will be liable or responsible to the other for any loss or damage or for any delays or failure to perform due to causes beyond its reasonable control including acts of God, strikes, epidemics, war, supply chain issues, riots, flood, fire, sabotage, or any other circumstances of like character. In the event of such unforeseen incident, Sanzo Sales shall be excused from performance of any purchase order, contract, or other agreement with Customer.