Return & Refund Policy
Fujian GIBO Kitchen & Bathroom Technology Co., Ltd. · This policy applies to all touchless sanitary ware products purchased through the GIBO website, official sales channels and authorised distributors.
1. Scope
This Return & Refund Policy applies to products manufactured by Fujian GIBO Kitchen & Bathroom Technology Co., Ltd. ("GIBO", "we"), including sensor faucets, sensor urinal flush valves, sensor toilet flush valves, sensor soap dispensers, sensor hand dryers, sensor showers, ceramic sensor urinals, smart toilets, and related control boxes, solenoid valves and sensor modules.
It applies to orders placed through the GIBO website as well as to products purchased via GIBO's official sales channels and authorised distributors. It does not cover damage or failure caused by normal wear, third-party installation, unauthorised modification, or use outside the product's design conditions (e.g. over-pressure, over-temperature, prolonged submersion outside the sensing area).
2. Return Eligibility
| Item | Stock / Standard Products | Custom & Bulk Orders |
|---|---|---|
| Return window | Returns may be requested within 7 calendar days of delivery | Returns are generally not accepted; quality issues are handled under Section 4 |
| Product condition | Unused, not installed, free from any wear or damage, with all accessories, manuals, packaging and labels intact | No return once custom production has started or where the product is made to the buyer's drawings, logo or specification |
| Return shipping | Paid by the buyer for non-quality reasons; paid by the seller for quality defects (seller arranges pickup or nominated carrier) | Paid by GIBO when the issue is a manufacturing defect |
| Proof | Original order number, invoice or sales receipt required | Contract, order confirmation and acceptance record required |
3. Return Procedure
- Submit a request — Use the "Contact Us / Online Feedback" page on the GIBO website, or contact your account manager and the after-sales hotline directly. Please provide the order number, model, quantity, reason for return and photographs of the product condition.
- Eligibility review — GIBO will review and reply within 1 business day (approved / further information required / not eligible) and issue a Return Confirmation with the return address and shipping instructions.
- Ship the goods back — Please use the original packaging or packaging sufficient to ensure safe transit, and enclose the Return Confirmation, the product, all accessories and documentation. Return shipping costs follow Section 2.
- Factory inspection — GIBO completes inspection within 5 business days of receiving the returned goods. Approved refunds are processed under Section 5; goods not matching the declared condition are sent back with an explanation.
4. Quality Issues Eligible for Free Repair or Replacement
Under normal use and correct installation, GIBO provides free repair or replacement (return shipping covered by GIBO) for:
- Functional failure under normal use, such as the sensor not responding, the solenoid valve failing to open or close, or the control module not functioning;
- Material or workmanship defects in the product body, such as cracking, significant leakage, extensive plating failure, or obvious cosmetic defects;
- Missing or damaged supplied accessories (solenoid valve, sensor panel, power adapter, seals, etc.);
- Visible transit damage (please inspect on receipt and retain photographs and carrier records).
The following are not covered as free warranty service, but GIBO may offer repair at a charge: damage caused by unauthorised installation, unauthorised disassembly, incorrect electrical connection, use beyond rated voltage or water pressure, reduced sensing performance caused by an obstructed or contaminated sensor window, and normal aging of consumables (batteries, seals).
5. Refund Method and Timing
| Case | Resolution | Refund timing |
|---|---|---|
| Return for non-quality reasons | Refund issued to the original payment method once inspection is passed | 7–15 business days after inspection |
| Quality defect — repair / replacement | GIBO bears return shipping; replacement where repair cannot restore full function | 7–15 business days after dispatch |
| Quality defect — not repairable | Return of the goods or full refund of the purchase amount | 7–15 business days after inspection |
| Duplicate payment / pricing error | Difference refunded to the original payment method after verification | 3–5 business days after verification |
All refunds are made to the buyer's original payment method. Delays caused by banks, payment institutions or cross-border clearing are outside GIBO's control and do not constitute a delayed refund by GIBO.
6. Custom-Made Products
GIBO operates as an ODM source factory and a significant share of our products are manufactured to the buyer's drawings, logo, interface specification or packaging. Custom-made products are not eligible for return or no-reason refund in the following circumstances:
- Production has started or been completed against drawings, samples or technical parameters confirmed by the buyer;
- The buyer's branding, logo or bespoke packaging has been applied, making the goods non-resellable;
- Losses caused by the buyer changing specification, quantity, or delivery information, for reasons not attributable to GIBO.
Even for custom products, genuine manufacturing defects remain GIBO's responsibility and are covered by free repair or replacement under Section 4.
7. Warranty
This policy operates alongside the GIBO Warranty Terms: every product enjoys one year free warranty, five year quality assurance and lifetime repair service from the date of delivery (batteries used in touchless sanitary ware are excluded). During the warranty period, product failures are handled first by repair or replacement; where repair is not possible, return or refund follows Section 5.
8. Contact Us
Return requests and after-sales service
- Company
- Fujian GIBO Kitchen & Bathroom Technology Co., Ltd.
- Address
- Building 3, Liangyuan Science & Technology Park, Fuzhou High-tech Zone, Fujian, China
- pobby@gibol.com.cn
- Service hours
- Monday to Saturday, 08:30–17:30 (excluding public holidays)
- Submit online
- Contact page · Online feedback
- Product enquiries
- Product Center · FAQ
Last updated: October 2026 · This policy is formulated in accordance with the Civil Code of the People's Republic of China and the Law on the Protection of Consumer Rights and Interests. Where any inconsistency arises, applicable laws and regulations prevail. GIBO reserves the right to adjust this policy within the scope permitted by law; the revised policy takes effect from the date of publication on this website.