Refund policy

Last Modified May 18, 2026

At PADOM, our products are mainly commercial cleaning equipment, cleaning machines, accessories, and related B2B procurement products. Due to the nature of commercial equipment, product size, international shipping cost, packaging requirements, and order-based procurement, we generally do not support returns or refunds once an order has been confirmed, processed, or shipped.

Please read this policy carefully before placing an order or confirming a quotation.

1. No Return or Refund for Confirmed Orders

Unless otherwise required by applicable law or confirmed in writing by PADOM, we do not accept returns or refunds for the following situations:

The customer changes their mind after order confirmation
The customer no longer needs the product
The customer ordered the wrong model or quantity
The product has already been shipped
The product has been used, installed, tested, or operated
The original packaging has been opened, damaged, or discarded
The product is a customized, special-order, bulk-order, or made-to-order item
The return request is caused by import duties, customs clearance issues, local compliance issues, or delivery delays beyond our control

Because cleaning equipment is often large, heavy, and used in professional environments, return shipping may be costly and may affect product condition. For this reason, customers are encouraged to confirm all product specifications, voltage, plug type, accessories, packaging details, and shipping requirements before order confirmation.

2. Order Cancellation

Orders may only be canceled before payment confirmation, production, procurement, packing, or shipment has started.

Once an order has entered production, procurement, packing, or shipment preparation, the order may not be cancelable.

For customized products, special configurations, private label orders, or bulk procurement orders, cancellation may not be accepted once the order is confirmed.

3. One-Year Limited Warranty

PADOM provides a one-year limited warranty for eligible cleaning equipment from the date of shipment, unless otherwise stated in the quotation, invoice, or product warranty document.

During the warranty period, if a product issue is confirmed to be caused by manufacturing defect or product quality problem under normal use, PADOM may provide reasonable after-sales support, including technical guidance, troubleshooting assistance, replacement of core parts, or other suitable solutions.

Warranty service does not automatically mean full product replacement, return, or refund.

4. Core Parts Replacement Support

For confirmed warranty issues, PADOM may provide replacement support for eligible core components, depending on the product model and actual issue.

Core parts may include, where applicable:

Motor
Pump
Battery
Charger
PCB / control board
Switches or electrical control parts
Water tank components
Main functional mechanical parts
Other key components confirmed by PADOM

The specific replacement part will be determined based on the product model, inspection result, fault description, and available technical evidence.

Customers may be required to provide photos, videos, serial number, order information, fault description, and test results before replacement parts are approved.

5. Warranty Exclusions

The warranty does not cover issues caused by:

Incorrect operation or misuse
Unauthorized repair, modification, or disassembly
Damage caused by improper voltage, plug mismatch, or unstable power supply
Use of unsuitable chemicals, detergents, or cleaning solutions
Water ingress, corrosion, impact, dropping, or external damage
Overloading, abnormal working conditions, or lack of maintenance
Normal wear and tear
Consumable parts and accessories
Damage during transportation not reported in time
Failure to follow the user manual or safety instructions

Consumable and wear parts are generally not covered by warranty, including but not limited to brushes, pads, filters, hoses, belts, seals, wheels, blades, gaskets, nozzles, batteries after normal degradation, and other parts subject to regular wear.

6. Shipping Damage or Missing Items

Customers should inspect the package and products immediately after delivery.

If there is visible shipping damage, missing items, or packaging damage, please contact PADOM as soon as possible and provide:

Order number or invoice
Photos of the outer packaging
Photos or videos of the damaged product
Delivery documents, if available
A clear description of the issue

Claims submitted late may be difficult to verify with the carrier or freight forwarder.

7. How to Request After-Sales Support

To request warranty or after-sales support, please contact PADOM with the following information:

Order number or quotation number
Product model
Quantity
Photos and videos of the issue
Description of the working environment
Description of how the product was used
Any error codes or abnormal sounds, if applicable

Our team will review the case and normally provide a response within 12 hours on business days.

8. Final Decision

PADOM reserves the right to inspect and evaluate each after-sales case based on the product condition, warranty period, order terms, usage situation, and available evidence.

The final solution may include technical guidance, replacement parts, repair suggestions, partial support, or other reasonable after-sales arrangements.

Returns and refunds are not guaranteed unless PADOM confirms in writing or applicable law requires otherwise.