Returns & Refunds Policy

Our Quality Assurance Process

Every order that leaves our facility goes through a rigorous pre-shipment inspection. Each individual unit is tested, photographed, and video documented under the associated order number before it is packaged. This gives us a verified record of the product's condition and functionality at the moment it leaves our hands. Due to the specialized and complex nature of our product catalog, this process directly shapes the limitations of our return policy.

Non-Returnable Product Categories

Certain product types are categorically excluded from our return program, regardless of circumstances.

Classified & Safety-Rated Equipment We do not accept returns on any hazardous location, explosion-proof, or intrinsically safe products. Once equipment in these categories has left our facility, we have no way to verify what conditions it has been subjected to. Restoring these units to a certifiable, safe condition requires full disassembly and re-certification - a process that is not economically feasible. For this reason, all classified products are final sale.

Power Conversion Equipment Transformers, phase converters, and frequency converters are not eligible for return under any conditions. Installation of these products typically involves physical modification of the unit - penetrating the housing, punching knockouts, or altering lead wire connections. Because we test and document every unit's output prior to shipment, we can confirm operational integrity when it leaves us. Returns cannot be accepted once installation has been initiated or attempted.

Consumable Lamps & Bulbs These items are not returnable under any circumstances.

Products Built to Custom Specifications Items manufactured to customer-provided specifications or personalized configurations are not eligible for return.

Emergency Battery Backup Products Products that incorporate emergency battery backup systems carry very limited warranty coverage and are not eligible for return. As a service to our customers, battery packs are activated prior to shipment - particularly for hazardous-location-rated products where battery access is difficult post-installation. Battery technologies including NiCad, NiMH, and SLA require consistent maintained charging to remain viable. Units that are not installed and grid-connected within approximately three weeks of receipt may experience premature battery failure. This failure mode is not covered under warranty. Customers who anticipate extended storage before installation should request that the battery pack remain inactive at the time of ordering.

Specialty & Medium Voltage Equipment Liquid filled transformers, medium voltage dry type transformers, medium voltage disconnect switches, and custom switchgear assemblies are non-returnable. These products are custom-engineered to order and subject to separate commercial terms. See our Terms & Conditions for full details governing these orders.

Return Eligibility - Standard Products

For products not excluded above, the following conditions must be met for a return to be considered:

• The return request is initiated within 15 days of confirmed receipt

• The product is in new, unused condition in its original, undamaged packaging

• A Return Authorization (RA) has been issued by our team before the item is shipped back

Any shipment returned to any of our locations without a valid RA on file will be discarded and no credit will be issued. We will not make exceptions to this requirement.

Return Authorization Process

To request a return, contact us at sales@sanzosales.com with your order information and reason for return. If your return is approved, an RA will be sent to you via email. Ship the item only after receiving this authorization.

Returns must be sent to: 425 Pinson Rd, STE M89, Forney, TX 75126

We strongly recommend using an insured, trackable shipping method. We cannot be held liable for items lost or damaged in transit back to us. A refund cannot be processed without confirmed receipt of the returned goods.

Fees, Deductions & Credits

Restocking Fee All approved returns are subject to a minimum 15% restocking fee. Higher fees may apply depending on the condition of the return and other factors.

Electrical Testing Fee All electrical and electronic products granted a return authorization will be subject to electrical testing upon receipt. A testing fee will be assessed and deducted from the final credit value. Electronics are highly sensitive - voltage overloads or improper installation can cause damage that is not externally visible, and testing is required to verify condition.

Packaging & Physical Condition If a returned product shows damage to the original packaging or to the unit itself, the cost of that damage will be deducted from the return credit.

Shipping Original shipping charges are forfeited upon return. Return shipping costs from international locations are the sole responsibility of the customer.

Refund Format Approved refunds are issued as credits toward future purchases, not monetary refunds.

Order Cancellation - Specialty & Custom Orders

All cancellations must be submitted in writing. Cancellation fees are assessed based on the stage of completion at the time the cancellation is received, and may be up to 100% of the order value. Deposits are non-refundable. For specialty and medium voltage equipment, a separate cancellation fee schedule applies - see our Terms & Conditions for details.

Order Cancellations - Standard Products

All cancellations must be submitted in writing a minimum of 3 business days before the scheduled ship date. Cancellations requested after this window, or after production has begun, are subject to cancellation fees based on the stage of completion at the time of the request.

Fees may be assessed as follows:

• Early-stage cancellations will incur lower fees

• Orders that are fully built, tested, and packaged may be subject to fees up to 100% of the order value

Cancellation fees reflect the investment of materials, labor, and time - not the original estimated delivery date. Supply chain and production variables can affect delivery timelines independently.

Deposits are non-refundable.

Prepaid & International Orders Orders requiring prepayment - including international, specialty, and complex build orders - represent a financial and time commitment on our part. If such an order is cancelled, a deduction from the prepaid amount will apply. The percentage deducted is at our discretion, but typically falls between 30% and 50%.

Damaged Shipments & Freight Responsibility

We photograph and video document every order prior to carrier pickup, establishing a clear record of condition at the time of handoff.

For freight (LTL/pallet) shipments: If you or your receiving team sign a Bill of Lading (BOL) without noting visible damage, you accept full responsibility for that damage. Once the BOL is signed without exception, carriers will not entertain damage claims and will attribute any damage to the receiver. If damage is observed upon delivery, you should either reject the shipment outright or clearly note the damage on the BOL before signing.

We understand that not every business inspects freight at the dock - but be aware that unsigned damage notations forfeit your ability to file a claim with the carrier.

Missing Items

Any discrepancy in shipment contents must be reported to us within 1 to 3 days of receipt. We retain shipment documentation (photos and video) for a period of approximately 12 months, depending on order volume and storage capacity.

Product Images & Specifications

Our catalog includes many custom-built and made-to-order products. In some cases, product images are renderings or representative photos that may not reflect the exact physical configuration of a completed build. This is particularly common for transformers, power distribution systems, control systems, light towers, and other configurable products.

All products are built to the written specification listed - not to any image shown. An image approximation does not constitute grounds for a return. If you have questions about what a product will look like or how it will be configured, please ask before placing your order.

Dimensional Variations

In response to ongoing supply chain constraints, some products may be built using available materials that meet the electrical specifications but differ from original dimensional specifications. This applies particularly to transformers, phase converters, and various enclosure types. We prioritize functional and electrical accuracy; dimensional characteristics may vary. Dimensional approximation does not constitute grounds for a return.

Shipping Address Errors

Customers are responsible for any carrier redirect fees resulting from an inaccurate or incomplete shipping address provided at the time of order.

Repairs

If a product is returned to us for evaluation and repair and the customer declines the quoted repair cost, the customer is responsible for return shipping charges to have the item sent back to them.

Gift Orders

If an item was designated as a gift and shipped directly to the recipient, an approved return will result in a gift credit issued to the recipient. If the order was not marked as a gift at the time of purchase, any refund or credit will be directed to the original purchaser.

Legal Terms

For governing law, venue, warranty, and full commercial terms, please refer to our Terms & Conditions.

Questions? Contact us at sales@sanzosales.com