Return & Refund Policy

1. General Return Policy

Industrial machinery is generally non-returnable once delivered and commissioned due to the following reasons:

• Machines are custom-configured or built to specific customer requirements
• Installation involves site-specific setup and calibration
• Once installed, a machine cannot be restored to its original "new" condition
• Reconditioning returned machines is not commercially viable

However, we understand that exceptional circumstances may arise. The following sections outline situations where returns or refunds may be considered.

2. Conditions for Return

A return may be accepted under the following circumstances:

• Manufacturing Defect: If the machine has a significant manufacturing defect that cannot be resolved through our warranty repair process, and the defect was present at the time of delivery.
• Wrong Product: If you received a machine that is materially different from what was ordered and confirmed in the order documentation.
• Damage in Transit: If the machine was damaged during shipping and the damage was reported within 48 hours of delivery with proper documentation (photographs, delivery receipt notes).
• Non-Functional: If the machine cannot be made operational despite reasonable troubleshooting and repair attempts by our engineers within 30 days of delivery.

3. Return Process

If your situation qualifies for a return, follow these steps:

• Step 1: Contact our customer support within 7 days of the issue being identified. Provide your order number, machine serial number, and a detailed description of the problem.
• Step 2: Our technical team will review your claim and may request additional information, photographs, or arrange a remote/onsite inspection.
• Step 3: If the return is approved, we will provide instructions for packaging and shipping the machine back to our facility.
• Step 4: Once we receive and inspect the returned machine, we will process your refund or replacement within 15-30 business days.

4. Refund Policy

• Refund Method: Refunds will be processed via the same payment method used for the original purchase, unless otherwise agreed.
• Refund Amount: The refund will include the machine cost but may exclude shipping charges, installation charges, and any customization costs that have already been incurred.
• Deductions: A deduction may apply for usage, depreciation, or damage beyond the reported defect. The machine will be inspected upon return.
• Processing Time: Refunds will be processed within 15-30 business days after the returned machine is received and inspected at our facility.

5. Cancellation Before Dispatch

• Within 24 Hours: Full refund minus any processing fees if the order is cancelled within 24 hours of confirmation and before manufacturing has begun.
• After Manufacturing Has Begun: A cancellation fee of 25-50% of the order value may apply to cover material and labor costs already incurred.
• Custom Orders: Custom-built or specially configured machines cannot be cancelled once manufacturing has commenced.

6. Spare Parts and Accessories

Spare parts and accessories may be returned within 14 days of delivery if they are unused, in original packaging, and in resalable condition. A restocking fee of 15% may apply. Shipping costs for returns are the customer's responsibility unless the return is due to our error.

7. Warranty Repairs (Alternative to Returns)

In most cases, warranty repair or replacement of defective components is a faster and more practical solution than returning the entire machine. Our service team will work to resolve any issues promptly through:

• Remote troubleshooting via phone or video call
• On-site repair by our trained engineers
• Replacement of defective parts under warranty
• Full machine replacement in extreme cases

8. Non-Returnable Items

The following items cannot be returned under any circumstances:

• Machines that have been modified or altered after installation without our authorization
• Machines damaged due to misuse, abuse, or operation outside specified parameters
• Machines damaged due to power surges, electrical faults, or improper power supply
• Consumable parts and wear-and-tear components
• Custom-built machines that meet the confirmed specifications

9. Dispute Resolution

If you are not satisfied with the resolution offered, you may escalate the matter to our management team at escalations@creativeindustrie.com. We are committed to resolving all disputes fairly and amicably.

10. Contact Us