Refund policy

Last updated: August 15, 2026

1. ABOUT THIS RETURN POLICY

This Return Policy applies to products purchased directly from https://pusuntennis.com and is issued by Auralyn Global Limited, trading as PUSUN TENNIS ("PUSUN TENNIS", "we", "us" or "our"). It explains our 30-day return program, return shipping responsibility, inspections, exchanges and refunds.

This Policy is in addition to any mandatory consumer rights available under the laws of your country or region. Nothing in this Policy excludes or limits rights that cannot lawfully be excluded.

2. 30-DAY RETURN WINDOW

You may request a return within 30 days after the product is delivered. To start a return, email support@pusuntennis.com before the 30-day period expires. A return is not approved until we issue written return authorization and return instructions.

After authorization, the product must be sent within the period stated in our instructions, normally within 14 days. Different deadlines apply where mandatory consumer law provides a longer period or another procedure.

3. BEFORE SENDING A RETURN

Contact us before shipping any product. Please provide:

• Your order number and the purchaser's name or email address;
• The product and quantity you wish to return;
• The reason for the return and the product's current condition; and
• Clear photographs or video if the product is damaged, defective or incorrect.

If the return is approved, we will provide a Return Merchandise Authorization (RMA) number, the authorized return address and packing or carrier instructions. The correct return location depends on the product, destination and available service facility.

Do not send a product to our Hong Kong registered office, a warehouse shown on an old webpage, or any other address without our written authorization. Unauthorized returns may be delayed, refused or returned to the sender.

4. RETURN CONDITION AND PACKAGING

To qualify under our voluntary 30-day return program, the product should be returned:

• In the condition in which it was received, without damage caused by misuse, neglect, accident, unauthorized repair or modification;
• With all parts, batteries, chargers, cables, remote controls, accessories, manuals, gifts and promotional items originally supplied; and
• In its original box, protective foam and packaging, especially for machines, batteries and oversized equipment.

Please remove personal information and disconnect any linked account before returning an electronic product. You are responsible for packing the product securely. Damage caused by inadequate return packaging may be deducted from the refund where permitted by law.

If original packaging is unavailable, contact us before returning the product. We may require approved replacement packaging or provide other instructions. This packaging requirement does not limit any mandatory rights, but the customer may remain responsible for loss in value or transit damage caused by unsuitable packaging where permitted by law.

5. CHANGE-OF-MIND RETURNS

For an eligible return caused by a change of mind, ordering the wrong model or color, or another reason not caused by product quality or our error:

• The customer is responsible for the return shipping cost;
• Original expedited, remote-area, freight, installation or other optional service charges are not refundable, except where required by law;
• We may offer a prepaid return label and deduct its disclosed cost from the refund; and
• The product remains the customer's responsibility until it is received at the authorized return facility.

We recommend using a tracked and adequately insured shipping service. We do not accept cash-on-delivery or freight-collect returns unless agreed by us in writing.

6. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Please inspect your order promptly after delivery. If the product arrives damaged, is defective, has missing parts or is not the product ordered, contact us as soon as possible. For visible shipping damage, photographs of the outer carton, shipping label, internal packaging and affected product are helpful and should preferably be provided within 48 hours. A delayed report does not remove any mandatory consumer rights.

After reviewing the information, we may provide troubleshooting, replacement parts, repair, replacement, a price adjustment or a refund, as appropriate to the issue and applicable law.

For a verified quality issue, shipping damage or our fulfillment error, we cover reasonable authorized return shipping costs. We may provide a prepaid label or approve reimbursement of a reasonable shipping charge. If reimbursement is approved, keep the carrier receipt. Please do not purchase an unusually expensive return service without our written approval.

7. OPENED OR USED PRODUCTS

Unopened products returned complete and in their original condition are not subject to a restocking or refurbishment fee under our voluntary 30-day program.

An opened or used product may be accepted after inspection if it is complete, functional and in resalable condition. For non-defective returns, a reasonable cleaning, testing, repackaging or refurbishment deduction, typically US$10-US$60, may be applied based on the product's actual condition. A greater deduction may apply to missing parts, excessive wear, scratches, contamination, damaged packaging or other material loss in value, and a severely damaged return may be rejected where permitted by law.

No fixed restocking fee applies where prohibited by law. For returns made under a statutory withdrawal right in the European Union or United Kingdom, any deduction will be limited to the reduction in value caused by handling beyond what is reasonably necessary to inspect the product.

8. NON-RETURNABLE ITEMS

The following items are not eligible for a change-of-mind return under our voluntary return program, unless defective, incorrectly supplied or returnable under mandatory law:

• Customized, personalized or special-order products;
• Products clearly identified as final sale before purchase;
• Gift cards, activated digital products, downloaded software or services already fully performed with the customer's consent, where applicable law permits exclusion;
• Consumable or wear parts that have been installed or used, unless they have a verified defect; and
• Products damaged by misuse, accident, unauthorized modification or failure to follow the manual.

Lithium batteries and other regulated items may require a specific carrier, packaging and labeling. Do not return a battery until we provide safety and shipping instructions.

9. EUROPEAN UNION AND UNITED KINGDOM CONSUMERS

If you are a consumer in the European Union or United Kingdom purchasing online, you generally have a statutory right to withdraw from the purchase without giving a reason. You must notify us within 14 days after receiving the goods and return them within the following 14 days, subject to applicable legal exceptions.

You may notify us by emailing support@pusuntennis.com with a clear statement that you wish to withdraw. We will provide the authorized return address and instructions. For a change-of-mind withdrawal, you are normally responsible for the direct cost of returning the goods unless we agreed to bear that cost or applicable law requires otherwise.

Where required by law, we will refund the price paid and the cost of the least expensive standard delivery method offered for the order. Additional costs for an upgraded delivery method are not refundable. We may withhold the refund until we receive the goods or you provide evidence that they have been sent back, whichever occurs first. Refund timing will follow applicable law.

You may inspect the product as you would reasonably be permitted to do in a physical store. You may be responsible for a reduction in value caused by handling beyond what is necessary to establish the product's nature, characteristics and functioning. Statutory exceptions may apply, including to clearly personalized goods and certain digital content or services.

10. ORDER CANCELLATION, REFUSED DELIVERY AND UNCLAIMED ORDERS

You may request cancellation before shipment by contacting support@pusuntennis.com. Cancellation is effective only after we confirm it. Once an order has shipped, it cannot be cancelled in transit.

If you refuse delivery or do not collect an order, the refund will be considered only after the product is returned to and inspected by the designated warehouse. For a refusal, failed delivery or unclaimed order not caused by our error, product defect or carrier damage, actual outbound, return, storage or redelivery costs may be deducted where permitted by law.

11. EXCHANGES

For a verified defect, shipping damage or incorrect item, we may provide a replacement where appropriate. A request to change model, color or another preference is normally processed as a return and a separate new order so that product availability and regional pricing can be confirmed.

Replacement products are subject to availability. If a replacement is unavailable, we will offer another remedy as required by applicable law.

12. INSPECTION AND REFUNDS

After the return reaches the authorized facility, we will inspect the product and notify you whether the refund is approved, whether further information is needed, and whether any lawful deduction applies.

Approved refunds are issued to the original payment method. We normally initiate the refund within 3-5 business days after approval. Your bank, card issuer or payment provider may require additional time to post the funds.

Refunds cover amounts required by this Policy and applicable law. Original shipping, optional services, return shipping, missing components, damage or diminished value may be deducted only as described in this Policy and where legally permitted. If a refund appears overdue after we confirm that it was issued, contact your bank or payment provider first, then contact us for the transaction details.

13. WARRANTY CLAIMS AFTER THE RETURN WINDOW

A product problem reported after the 30-day return period may still qualify for warranty or statutory remedies. Unless a product page states otherwise, PUSUN main units include a three-year limited warranty and lithium batteries include a one-year limited warranty beginning on the delivery date.

Coverage, exclusions and the service process are described in our Warranty Statement. The commercial warranty is additional to, and does not replace, mandatory consumer rights.

14. BUSINESS CUSTOMERS

The 30-day commercial return program applies to eligible direct purchases by both consumers and business customers unless a quotation, purchase order, distributor agreement, customized order or other written agreement states different terms. Statutory consumer withdrawal rights do not apply to purchases made wholly or mainly for business purposes.

15. SHIPPING INFORMATION

Processing times, delivery estimates, taxes, duties, freight delivery and shipping issues are described in our Shipping Policy.

16. CONTACT INFORMATION

To request a return, report a product issue or ask about a refund, contact:

Auralyn Global Limited
Trading as: PUSUN TENNIS
Company Registration No.: 80408636
Registered address: Room 704, 7/F, Tower A, New Mandarin Plaza, 14 Science Museum Road, Tsim Sha Tsui, Hong Kong
Email: support@pusuntennis.com
Customer Service / WhatsApp: +86 136 9094 8689
Website: https://pusuntennis.com