Last Updated: October 2025
Effective as of: October 2025 and supersedes any prior versions.

Welcome to SanheCreature.com. This document sets out the Terms of Use for our website and our Refund & Warranty Policy.
By using our site, you agree to these terms.

1. Website Terms of Use

1.1 Acceptance of Terms

By accessing or using this website, you agree to be bound by these Terms of Use and our Privacy Policy (collectively referred to as the “Terms”).
If you do not agree with any part of these Terms, please discontinue use of the website immediately.

1.2 Intended Use

This website primarily serves B2B clients, including theme parks, museums, exhibition organizers, and distributors seeking customized electromechanical animatronic creatures, themed models, and interactive props.
Individual consumers and enthusiasts are also welcome to browse and learn about our products and services.

1.3 Intellectual Property Rights

All content on this website — including but not limited to product designs, 3D models, engineering drawings, images, text, videos, and logos — is the proprietary property of Zigong Sanhe Robot Technology Co., Ltd.
Any unauthorized use, reproduction, or distribution is strictly prohibited and may result in legal action.

1.3.1 Client Intellectual Property

Any designs, concepts, sketches, or brand materials you submit to us remain your intellectual property.
You grant us a limited license solely for the purpose of executing your specific project.
We will not use your intellectual property for any other purpose without your prior consent.

1.4 User Conduct

You agree not to:

Submit false, misleading, or fraudulent information via forms or email.
Upload or transmit designs, drawings, or brand materials that infringe third-party rights.
Attempt to hack, tamper with, or otherwise disrupt the operation of our website.
Use bots, crawlers, or automated scripts to extract data from the site.

1.5 Third-Party Links

For your convenience, our website may contain links to third-party websites.
Sanhe is not responsible for the content, privacy practices, or reliability of such third-party sites.

1.6 Modification of Terms

We reserve the right to update or revise these Terms at any time without prior notice.
The latest version will always be published on this page.

1.7 Governing Law

These Terms are governed by the laws of the People’s Republic of China.
Any disputes should first be resolved through friendly consultation, or submitted to the court with jurisdiction over the location of the Company’s headquarters.

2. Refund, Return & Warranty Policy

At Sanhe, we specialize in supplying customized electromechanical animatronic products to global B2B clients.
Due to the bespoke nature of our production, we have established the following after-sales policy framework.

2.1 Scope and General Principles

Scope:
This policy applies to all transactions made via SanheCreature.com or directly through our sales team.

Core Principle:
As products are custom-made, orders that have entered production are generally not eligible for return.
After-sales protection is primarily provided through our warranty services.

2.2 Advance Payment and Subsequent Payments

Custom projects require a 50% advance payment to initiate production.
This payment also functions as a deposit serving as a performance guarantee.

If the contract cannot be fulfilled due to reasons attributable to the client, the supplier may retain this deposit to cover related costs and losses.

The remaining payment must be paid in full before shipment.
In case of payment delays, the supplier may suspend production, postpone delivery, or, if non-payment continues, terminate the project and seek compensation for resulting losses.

2.3 Order Cancellation & Liability

Order cancellation is assessed based on the project stage, as detailed below:

Project Stage	Cancellation Conditions	Client Responsibilities	Notes / Calculation Basis
Design & Preparation Stage	Cancellation may be approved if it occurs before formal production begins (e.g., material cutting, mold making, or procurement of special materials).	You are required to bear all design and preparation costs incurred during this stage.	Costs will be calculated primarily based on the project budget list previously confirmed by both parties.
Production & Assembly Stage	Once substantive production or assembly has commenced, orders are generally non-cancelable.	If cancellation is still requested: • Settle all direct costs incurred up to the cancellation date (including but not limited to materials, labor, and depreciation of special equipment). • Pay a reasonable percentage of the total contract amount as liquidated damages to compensate for production scheduling and capacity losses.	—
Completion or Shipping Stage	If the product has been completed or packaged and is awaiting shipment, the order cannot be canceled.	Full payment must be made as stipulated in the contract.	—
Sample Orders	For sample projects, the same principles apply.	We will clearly state the completed work and corresponding costs as of the cancellation date.	—

2.4 Production Confirmation

Because our products are fully customized and international shipping involves significant costs, on-site inspection is not typically offered.

To ensure transparency and traceability:

During each major production phase — such as material cutting, frame fabrication, assembly, and debugging — our production team will document progress with detailed photos and videos.
These records will be promptly shared with the client through the assigned salesperson for review and confirmation.
The client must respond within three (3) working days after receiving the materials.
If no written objection is received within that time, the stage will be considered approved and production will continue.

The client’s confirmation (explicit or implied) will serve as formal evidence that the product meets the agreed specifications and standards.

2.5 After-Sales Warranty and Solutions

Issue Type	Resolution	Description & Procedure
1. Standard Products (Non-Custom)	Return & Refund	Applicable only to unused, non-customized standard products. Must be requested within 7 days of delivery and subject to approval.
2. Warranty Issues (Core)	Free Repair or Replacement	Applies to defects in material or workmanship within 12 months from shipment. Notify us with photo/video evidence for evaluation and solution.
3. Shipping Damage	Repair or Insurance Claim	Inspect upon delivery. Report damages within 7 days with proof. We will assist in insurance claims or handle repairs.
4. Client-Caused Issues	Paid Technical Service	For damages caused by improper installation, operation, or maintenance, we provide professional repair and technical support at cost.

Important:
In rare cases where repair or replacement cannot resolve the issue, we may — upon mutual agreement — offer a partial refund or credit note as a final remedy.

2.6 Refund Processing

Approved refunds will be processed within 30 working days to allow sufficient time for financial review and compliance procedures.
Refunds will be made via the original payment method, and the actual receipt time may vary depending on bank processing.
For large B2B transactions, this timeframe ensures proper internal approval and accounting reconciliation.

2.7 On-Site Support

After products arrive at the client site, we provide professional remote installation guidance.
If on-site installation or commissioning by our engineers is required, related travel, accommodation, and service costs shall be borne by the client.
All service details and fees must be confirmed in writing before dispatch.

2.8 Regional Compliance

We place strong emphasis on product safety and regional compliance, supported by strict internal quality control systems:

Our designs and manufacturing conform to major international mechanical and electrical safety standards (e.g., EU Machinery Directive).
Our operations comply with the EU General Product Safety Directive and applicable GCC Technical Regulations.
We perform rigorous pre-shipment inspections to minimize disputes and ensure delivery quality.

2.9 Limitation of Liability

Except as prohibited by law, any aggregate liability arising from this policy or from the performance of an order shall not exceed the total contract value of the order giving rise to the claim.

2.10 Force Majeure

We are not liable for any delay or failure to perform due to events beyond our reasonable control, including but not limited to natural disasters, wars, riots, major epidemics, or government actions.

3. Contact Us

If you have any questions about these terms or wish to initiate a return, please contact us.
To expedite handling, please include your company name, order number, or inquiry reference in your message.

Zigong Sanhe Robot Technology Co., Ltd.
Email: info@sanherobot.com
Website: https://sanhecreature.com
Tel: +86 13990010824
Office Hours: Monday — Friday, 9:00 AM — 6:00 PM (China Standard Time)