1. Core Principle: No Returns or Cancellations for Non-Quality Reasons
All water park equipment sold by Cowboy Group– including water slides, wave pools, lazy rivers, splash pads, and associated structural components – is engineered, manufactured, and fabricated strictly to the client’s specific project requirements, site dimensions, and technical specifications.

As highly customized, made-to-order products, we operate a strict NO-RETURN and NO-CANCELLATION policy for non-quality-related reasons. Once an order enters production, the equipment is uniquely allocated to your project and cannot be resold to any other customer. By placing an order, you acknowledge and agree to these terms.

2. Order Cancellation Policy
Due to the bespoke nature of our manufacturing process, order cancellations are governed by the following strict timeline:

Stage Cancellation Eligibility
Before technical drawing approval & deposit payment Cancellation is possible but may incur a deduction for preliminary engineering design, site surveying, and quotation costs (up to 5–10% of the total order value).
After technical drawings are signed/approved by the client NO CANCELLATION IS PERMITTED. Once we have invested engineering resources, procured project-specific raw materials (steel, fiberglass resins, special coatings), and begun fabrication tooling, the order is considered firm and non-cancelable.
During or after production NO CANCELLATION IS PERMITTED. No refunds will be issued.
Refund of Deposit: If cancellation occurs before drawing approval, the initial deposit will be returned minus any non-recoverable engineering and administrative costs. Once production commences, the deposit is fully forfeited to cover material procurement and labor already committed.

3. Return Eligibility (Strictly Limited to Verifiable Defects)
We do not accept returns for:

Change of mind or project postponement

Buyer’s design/specification errors (we manufacture per your final approved drawings)

Incorrect site preparation or installation issues caused by the buyer

Damage occurring after delivery, installation, or due to improper maintenance

Transit damage (covered under marine cargo insurance – see Section 6)

The ONLY circumstance under which a return may be considered is a verifiable manufacturing defect that: (a) deviates materially from the approved technical drawings, and (b) renders the equipment unsafe or non-functional.

4. No Restocking Fee (Because Returns Are Not Accepted)
Since we do not accept returns for non-defective, custom-made products, there is no restocking fee applicable – simply because returns are not permitted. For the rare instance of an approved physical return of a defective unit, a handling fee may apply to cover dismantling, packaging, and re-warehousing costs, but this will be communicated on a case-by-case basis.

5. Shipping Damage (Not a Return Matter)
Damage occurring during ocean or inland transit is not a product defect and is not covered under this Return Policy. Such incidents fall under the carrier’s and marine insurer’s liability.

Your responsibility:

Inspect the packaging and equipment upon arrival.

Note any damage on the delivery receipt.

Take timestamped photos and videos.

Contact our logistics team within 48 hours so we can assist you in filing an insurance claim (insurance is strongly recommended – see our Shipping Policy).

6. Warranty vs. Return
This Return Policy governs post-delivery acceptance and cancellation. It is distinct from our Product Warranty (typically 12–24 months). During the warranty period:

Warranty claims cover defects arising from normal use (not misuse or external factors).

Remedies are limited to free repair or replacement parts, as specified in your contract.

Warranty does not entitle you to cancel the original order or obtain a full refund.

7. No Refund for Project Delays or External Factors
We shall not be held liable for, and no refund or cancellation will be granted due to:

Delays in your site preparation, civil construction, or permit approvals

Changes in your local market conditions, financing issues, or government policies

Force majeure events (natural disasters, port strikes, war, etc.) affecting delivery timelines – in such cases, we will work with you to reschedule, but the order remains non-cancelable.

8. Acknowledgment
By placing an order with us – whether via Proforma Invoice, Purchase Order, or formal contract – you explicitly acknowledge and agree that:

“I understand that the products are custom-manufactured to my specific requirements. I agree that I have no right to cancel the order after engineering drawing approval, nor to return the products for any non-quality reason, and I accept the remedies outlined in this policy.”

We reserve the right to update this policy. The version effective at the time of your order confirmation shall apply. For the latest version, please visit our website or contact us directly.