Return & Refund Policy

How to File a Claim or Support Request

1. Order Cancellation & Modifications

To maintain industrial-grade efficiency and rapid lead times, engineering plans are submitted to our manufacturing facility immediately following your purchase.

• Within 24 Hours: You may request a full refund or alter dimensions, fabric selections, and motor configurations without any fees.
• After 24 Hours: No changes, cancellations, or refunds can be processed for custom-made shading systems. It is the absolute responsibility of the buyer (or the acting general contractor/architect) to verify site dimensions and structural wall conditions prior to purchase.

2. Custom vs. Standard Return Eligibility

To eliminate ambiguity and protect our dual B+C supply chain, returns are governed strictly by product classification:

• Custom-Manufactured Shade Systems: These are strictly NON-RETURNABLE and NON-REFUNDABLE. This includes all bespoke motorized awnings, manual crank awnings, and custom-cut commercial structures. Returns or exchanges requested due to buyer’s remorse, site measuring errors, or unauthorized installation plans will be rejected.
• Standard Stock Catalog Accessories: Non-customized hardware, standard mounting brackets, or unintegrated electronic controls may be returned within 30 calendar days from the date of delivery. Items must be returned in 100% original, unopened packaging, and remain in a resalable condition.
• Restocking & Shipping Fees: Eligible stock returns are subject to a mandatory 15% restocking fee. The buyer is entirely responsible for coordinating and paying all return freight or heavy-truck logistics fees. Unapproved returns sent back to our manufacturing facilities without an official RMA (Return Merchandise Authorization) number will not be processed.

3. Shipping Damage & Shortage Protocol

Heavy-duty outdoor shading structures undergo rigorous quality controls and crate inspections before dispatch. If your shipment suffers damage during transit, we deploy a streamlined hardware replacement protocol to eliminate field downtime:

• 7-Day Reporting Window: Any freight damage, structural discrepancies, or missing components must be reported within 7 calendar days of receiving the shipment.
• Evidence Requirements: Buyers must submit clear unboxing videos and high-resolution photographs detailing the damage to the outer transport crate as well as the interior components.
• Resolution Plan: BESITSOL does not offer full refunds for freight damage. Instead, our engineering team will evaluate the submitted data and dispatch complimentary replacement parts or full fabric recuts within 48 hours, backed by dedicated remote installation support.

4. Mitigating Color Discrepancy & Swatch Exclusion

We engineering our canopies with premium solution-dyed acrylic textiles scoring an international Grade 7-8 UV lightfastness and an Oil & Water Repellency rating ≥ 5. Due to variation in digital monitors and screen rendering configurations, slight variations in fabric tones do not constitute a manufacturer defect.

To eliminate color anxiety and guarantee architectural harmony, we strongly advise ordering a complimentary BESITSOL Fabric Swatch Kit before finalizing production. Any return or refund claims filed based on color mismatch where a physical swatch sample was not pre-ordered will be summarily denied.

5. Severe Weather & Warranty Exclusion

While BESITSOL products feature exceptional tensile warp data (125 daN / 5 cm) and specialized anti-crazing coatings, retractable systems are designed strictly as solar protection devices. Our product warranty explicitly excludes any structural or mechanical damages caused by extreme environmental factors, including but not limited to torrential storms, wind shears exceeding rated limits, snow accumulation, heavy ice, or hurricanes. The operator bears full liability for retracting the canvas during inclement weather conditions.