Returns & Refunds

Last updated: March 3, 2026

LaySun manufactures and supplies fire-rated PE artificial plants exclusively to business customers (B2B). Because our products are manufactured to order — often to custom specifications — our returns policy is designed to reflect the nature of commercial manufacturing rather than retail transactions.

Please read this policy carefully before placing an order. By confirming an order with LaySun, you agree to these return and refund terms.

1. General Policy — All Sales Final

All sales are final. LaySun does not accept returns based on change of mind, ordering errors, or a buyer's change in project requirements after production has commenced. As a factory-direct manufacturer, we do not operate a returns warehouse and we do not accept unsolicited returns of goods.

Exceptions to this policy are limited to confirmed manufacturing defects, as described below.

2. Defective Products

2.1 What Qualifies as a Manufacturing Defect

A manufacturing defect is a fault in the product that arises from our production process and was present at the time of delivery. Examples include:

• Structural failure of the product frame or base under normal conditions
• Foliage materials that are visibly inconsistent with approved samples without cause
• Fire-rating treatment that has not been applied in accordance with the agreed specification
• Product dimensions that materially deviate from the agreed specification (more than 5% variance)
• Missing components or incomplete assemblies relative to the order specification

2.2 What Does Not Qualify as a Defect

The following are not considered manufacturing defects and are not eligible for return or replacement:

• Minor color variation between product batches (natural variation in PE materials)
• Damage caused by transit, improper handling, or improper installation
• Damage resulting from outdoor use of products not specified for outdoor installation
• Wear, fading, or deterioration from UV exposure or environmental conditions outside the product's specified use
• Issues resulting from modifications made to the product after delivery
• Dissatisfaction with aesthetics where the product matches the approved specification

3. Defective Product Claim Process

If you believe you have received a defective product, you must follow this process to be eligible for a remedy:

1. Inspect promptly upon delivery. All products should be inspected within 7 calendar days of receipt. Do not install or use products you suspect may be defective before raising a claim.
2. Document the defect with photographs. Take clear, detailed photographs showing:
   • The outer packaging (to distinguish transit damage from manufacturing defects)
   • The product defect in detail
   • The product label or markings identifying the item
   • A full-view photo of the affected product
3. Submit a defect claim within 7 days of delivery. Email info@laysun.co with:
   • Your order number
   • A description of the defect
   • All supporting photographs
   • The quantity of affected units
4. Await our assessment. Our quality control team will review your claim within 5 business days of receipt. We may request additional information or photos.

Claims submitted more than 7 days after delivery, or without adequate photographic evidence, may not be accepted at our discretion.

4. Remedies for Confirmed Defects

If a manufacturing defect is confirmed by our quality control team, LaySun will offer one of the following remedies at our discretion:

• Replacement: We will manufacture and ship replacement units at no charge. Lead times for replacement production apply.
• Store credit: A credit note equal to the value of the defective goods, applicable toward a future order.
• Partial refund: In cases where replacement is not practical, a partial refund proportional to the value of the defective goods may be issued.

The appropriate remedy will be determined by LaySun on a case-by-case basis, taking into account the nature and extent of the defect, the order value, and the buyer's circumstances.

5. No Returns on Custom Orders

Custom orders — including products manufactured to buyer-specified dimensions, designs, colors, or configurations — are non-returnable under any circumstances other than confirmed manufacturing defects. Custom orders include but are not limited to:

• Green walls built to specified dimensions or layouts
• Trees or plants in non-standard sizes
• Products using custom foliage mixes or finishes
• Products with custom branding, labeling, or packaging

6. Return Shipping Costs

In the event that a physical return of defective goods is required (at LaySun's request), the following applies:

• If the defect is confirmed as a manufacturing defect, LaySun will cover the cost of return shipping or arrange collection.
• If the claimed defect is not confirmed upon inspection, the buyer is responsible for all return shipping and handling costs.

Do not ship goods back to us without prior written authorization. Unauthorized returns will not be accepted and may be returned to the sender at their expense.

7. Refund Processing

Where a cash refund is approved, it will be processed via the same payment method used for the original transaction (typically bank wire transfer). Refunds are processed within 14 business days of written confirmation of approval. Refund amounts are issued in USD unless otherwise agreed.

8. Contact for Returns and Refunds

All return and refund requests must be submitted in writing. Please contact our sales team:

• Email: info@laysun.co
• WhatsApp: +1 213-829-8485

Please include your order number in all correspondence.