Returns & Claims

These are business-to-business sales of capital equipment made to a written specification. There is no consumer cooling-off right, and an order cannot be cancelled once the manufacturer has begun production against it.

Where cancellation is agreed before production starts, any costs already incurred are for the buyer’s account.

Inspect the consignment on arrival. A claim for shortage, wrong item or visible transit damage must be notified in writing within seven days of arrival at the port or place of delivery, with photographs, the packing list and the carrier’s notation where there is one.

Do not dispose of the packaging before the claim is resolved.

If the equipment does not conform to the specification in the contract, notify the company in writing within thirty days of arrival, with the serial number, the rating plate photograph and a description of the non-conformity.

Where non-conformity is established, the company repairs, replaces or credits the goods — the choice among those remedies is the company’s, and is made after inspection.

Defects appearing in service are handled under the manufacturer’s warranty. Send the serial number, the hours or mileage at failure, the fault description and photographs; the company lodges the claim with the manufacturer and reports back in writing.

Wear parts, consumables, and damage from misuse, overload, incorrect voltage or lack of maintenance are outside warranty.

Goods are not to be returned without the company’s written authorisation and a return reference. Unauthorised returns are refused at the port.

Where a return is authorised, the goods must be in the condition in which they were delivered, with original packaging and documents. Return freight, insurance and any import duty arising are dealt with as the authorisation states.

An agreed credit or refund is paid to the account from which the original payment was received, in the currency of the contract, within thirty days of the return being accepted. Payment is not made to a third-party account.