Refund and Returns Policy
Last Updated: September 14, 2026
At Pengju Home, operated by Harbin Chouju Building Materials Co., Ltd., we want you to be satisfied with your purchase. If you are not completely satisfied with your order, please review the following Refund and Returns Policy.
1. Return Period
We accept eligible return requests within 30 days of delivery.
To request a return, please contact our customer service team at:
Email: huangjingwei@pengjuhome.com
Please include your order number, the item(s) you wish to return, the reason for the return, and photographs if the product is damaged, defective, or incorrect.
Please do not return any product without contacting us first. We will provide return instructions and the appropriate return address after your request has been reviewed.
2. Return Eligibility
To qualify for a return, the product must generally:
- Be unused and in its original condition
- Show no signs of installation, assembly, modification, or misuse
- Include all original parts, accessories, manuals, and components
- Be returned in its original packaging where reasonably possible
- Include proof of purchase or valid order information
- Be returned according to the instructions provided by our customer service team
Products that do not meet these conditions may not qualify for a full refund, subject to applicable consumer protection laws.
3. Non-Returnable Items
Certain products may not be eligible for return, including:
- Custom-made or personalized products
- Products that have been installed, modified, altered, or damaged after delivery
- Products damaged due to misuse or improper installation
- Items missing important parts or accessories
- Gift cards
- Final-sale items clearly identified as non-returnable before purchase
- Other products that cannot reasonably be resold for hygiene, safety, or other applicable reasons
This does not affect any mandatory rights you may have for defective, damaged, incorrectly supplied, or non-conforming products under applicable law.
4. Damaged, Defective, or Incorrect Products
Please inspect your order as soon as reasonably possible after delivery.
If you receive a product that is:
- Damaged during transportation
- Defective
- Missing important components
- Different from the product you ordered
Please contact us at huangjingwei@pengjuhome.com.
When contacting us, please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging where relevant
- Photographs of any damaged or incorrect parts
After reviewing your request, we will provide an appropriate solution. Depending on the circumstances, this may include replacement parts, a replacement product, a refund, or another remedy required by applicable law.
5. Return Shipping Costs
If you are returning a product because you changed your mind, ordered the wrong item, or no longer need the product, you will generally be responsible for the return shipping costs.
If the return results from an error on our part, such as receiving a damaged, defective, or incorrect product, we will provide an appropriate solution and cover reasonable return shipping costs where applicable.
Original shipping charges are generally non-refundable unless the return results from our error or applicable law requires otherwise.
6. Large or Heavy Products
Some home improvement or building-related products may be large, heavy, fragile, or expensive to ship.
For these products, please contact us before arranging a return.
Our customer service team may provide specific packaging, carrier, or return instructions to help prevent damage during transportation.
Customers should not independently return large or heavy products before receiving return instructions from us.
7. Return Address
Please do not automatically return products to the company address listed on our website or to the address printed on the original shipping package.
Our return location may differ depending on the product, warehouse, supplier, or fulfillment location.
Please contact us at huangjingwei@pengjuhome.com before sending your return.
Once your return request is approved, we will provide the appropriate return instructions and return address.
Unauthorized returns may result in delays or difficulties in processing your refund.
8. Return Packaging
Customers are responsible for packaging returned products appropriately to help prevent damage during transit.
Where possible, please use the original packaging and protective materials.
We recommend using a shipping method that provides tracking information and retaining your shipping receipt until your return has been completed.
9. Refunds
Once your returned product has been received and inspected, we will notify you regarding the status of your refund.
If your refund is approved, it will generally be issued to the original payment method.
Please allow approximately 5–10 business days after the refund has been processed for the funds to appear in your account.
Actual processing times may vary depending on your bank, credit card issuer, or payment provider.
10. Partial Refunds
In certain circumstances, a partial refund may be appropriate, subject to applicable law.
Examples may include returned products that:
- Have missing accessories or components
- Show signs of use beyond what is reasonably necessary to inspect the product
- Have been damaged after delivery
- Are returned in materially different condition from when they were received
Any deduction will be assessed based on the circumstances and applicable consumer protection requirements.
11. Exchanges
If you wish to exchange a product, please contact us at huangjingwei@pengjuhome.com.
Exchanges are subject to product availability.
Depending on the circumstances, we may arrange an exchange directly or ask you to return the original product and place a new order.
12. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
We will make reasonable efforts to accommodate cancellation requests before the order has entered processing or shipment.
Once an order has been shipped, we generally cannot cancel the shipment. You may need to receive the product and then request a return in accordance with this policy.
13. Missing Refunds
If you have received confirmation that your refund was processed but have not received the funds, please allow the applicable processing period to pass.
You may also wish to contact your bank, credit card company, or payment provider, as processing times vary.
If you still have not received your refund after the expected period, please contact us at huangjingwei@pengjuhome.com.
14. Consumer Rights
Nothing in this Refund and Returns Policy is intended to exclude, restrict, or limit any mandatory consumer rights or remedies available under applicable law.
If applicable consumer protection laws provide you with additional rights, those legal rights will continue to apply.
15. Contact Us
If you have questions about a return, refund, exchange, damaged product, or cancellation, please contact us:
Brand: Pengju Home
Company Name: Harbin Chouju Building Materials Co., Ltd.
Website: pengjuhome.com
Email: huangjingwei@pengjuhome.com
Phone: +86 156 8052 4720
Address: Room 4, Unit 3, Basement Floor, Building 49-2, Hongqi Demonstration New District, Nangang District, Harbin, Heilongjiang, China
Thank you for shopping with Pengju Home.