Refund policy

Refund and Returns Policy

Last updated: March 17, 2026

This Refund and Returns Policy applies to all purchases made on Guestcn Wholesale Plaza (the ”Site”). By making a purchase from our Site, you agree to the terms of this policy. We encourage you to read this policy carefully before making a purchase.

Overview

Our refund and returns policy lasts 30 days from the date of delivery. If 30 days have passed since your purchase was delivered, we unfortunately cannot offer you a full refund or exchange. We are committed to providing high-quality security equipment, pet supplies, and other products, and we want you to be completely satisfied with your purchase.

Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

  • Unused Condition: The item must be unused and in the exact same condition that you received it. For security equipment (cameras, NVRs, etc.), this means the item must not have been installed, powered on, or have any protective seals broken.
  • Original Packaging: The item must be returned in its original packaging, including all accessories, manuals, and cables. The packaging must be in its original condition and placed inside a suitable shipping box.
  • Proof of Purchase: A receipt, order confirmation email, or other proof of purchase is required to complete your return.

Please do not send your purchase back to the manufacturer. All returns must be processed through us at the address provided below.

Non-Returnable Items

Several types of goods are exempt from being returned. We cannot accept returns for the following items:

  • Perishable goods such as food, flowers, newspapers, or magazines.
  • Intimate or sanitary goods, hazardous materials, or flammable liquids or gases. This includes certain personal care items for pets.
  • Downloadable software products or digital content.
  • Gift cards.
  • Opened software, media, or recorded media (such as CDs, DVDs, VHS tapes, software, video games, cassette tapes, or vinyl records) that have been opened.
  • Sale items. Only regular-priced items may be refunded. Items purchased on sale or with a discount code are final sale and cannot be refunded.
  • Custom or special order items that were ordered specifically for you are non-returnable.

Partial Refunds

In certain situations, only partial refunds are granted (if applicable):

  • Any item not in its original condition, is damaged, or has missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery, even if the return request was initiated within the 30-day window.
  • Books or physical media with obvious signs of use or wear.

Refund Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment (credit card, PayPal, or other payment method used at checkout) within a certain amount of days. Please note:

  • Refunds to credit cards typically take 5-10 business days to appear on your statement, depending on your bank.
  • Refunds to PayPal are usually processed within 24-48 hours.
  • The original shipping cost is non-refundable, unless the return is due to our error (e.g., you received a defective or incorrect item).

Late or Missing Refunds

If you haven’t received a refund yet, please follow these steps:

  1. Check your bank account or payment method again. It may take some time before your refund is officially posted.
  2. Contact your credit card company or bank. There is often some processing time before a refund is reflected in your account.
  3. If you’ve done all of this and you still have not received your refund, please contact us.

Exchanges

We only replace items if they are defective or damaged upon arrival, or if you received the wrong item. If you need to exchange an item for the same product due to a defect or error on our part, please follow these steps:

  1. Contact us at [email protected] within 7 days of receiving your order, with your order number, a description of the issue, and photos of the defect or damage.
  2. We will provide you with instructions on how to return the defective item.
  3. Once we receive and inspect the returned defective item, we will ship a replacement to you at no additional cost.

If you wish to exchange an item for a different product (not due to a defect), please initiate a return for a refund and place a new order for the desired item.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate or store credit will be issued to you via email.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver. The original purchaser will be notified of the return.

Shipping Returns

To return your product, you must mail your product to our designated returns address. Please contact us at [email protected] to request the correct return shipping address, as it may vary depending on the product category and your location. Do not ship items back without first contacting us.

Return Shipping Costs:

  • If the return is due to our error (defective product, wrong item shipped): We will cover the return shipping costs and provide you with a prepaid shipping label or arrange for pickup.
  • If the return is for any other reason (changed mind, ordered wrong item): You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary. We recommend that you consider using a trackable shipping service or purchasing shipping insurance for higher-value items. We cannot guarantee that we will receive your returned item if you do not use a trackable method.

Important Notes for Security Equipment

Due to the technical nature of our security products, please be aware of the following:

  • Defective on Arrival (DOA): If a security camera, NVR, or other electronic device is defective upon arrival, please contact us within 7 days of delivery. We will arrange for a replacement or refund, including covering return shipping costs.
  • Compatibility: It is your responsibility to ensure that the products you order are compatible with your existing systems. If you are unsure, please contact us for assistance before ordering. Returns due to incompatibility are subject to the standard return policy and will incur return shipping costs.
  • Activated Products: Any product that has been installed, powered on, configured, or has had its firmware updated is considered ”used” and is not eligible for return unless it is defective.

Need Help?

If you have any questions about our refund and returns policy, or if you need assistance with a return or exchange, please contact us:

We aim to respond to all inquiries within 24-48 hours on business days.

Thank you for shopping with Guestcn Wholesale Plaza.