Returns & claims
We resolve claims quickly and without red tape. The important thing is to record damage at the moment of acceptance — we take care of the rest.
Packaging, quantities, visible damage — check everything in the courier’s presence.
Photograph the packaging, the damage and the waybill — we need this for the claim against the carrier.
First response within 24 hours. Resolution — replacement, additional shipment or refund.
How to file a claim
- 11. Record at acceptance
If you see external damage to the packaging, note it on the waybill and take photos. Without that note, carriers often refuse claims.
- 22. Send the claim
Message your manager: order number, description, photos/videos, photo of the waybill. We confirm receipt within 24 hours.
- 33. Choose a solution
We offer: replacement of the defective part, additional shipment or a refund. You choose the option that suits you.
- 44. Closure
After correction we sign a closing report and close the claim. In case of refund — transfer to the account from which the payment came.
Common claim questions
How long do I have to file a claim?
Visible damage: at acceptance. Hidden defects: 14 days after receipt. Warranty cases: until the end of the warranty period.
Can I return a machine that works but I no longer want?
Machinery and spare parts are technical goods and are normally returned only in case of defect or wrong delivery. For configuration mistakes we discuss individually — often we arrange an exchange.
Who pays the return shipping?
For valid claims (our fault or transport damage) — we do. For changes requested by the customer — the customer pays.
What if the carrier denies the damage?
We take over the correspondence with the carrier. Photos at hand-over and the waybill remark are key — with them we win most claims.
How fast is the refund?
Once the claim is approved — 3–5 bank business days back to the account from which the payment came.
To act fast — record damage at acceptance and report it the same day. We will take care of the rest.