Returns & Refund Policy

Returns & Refund Policy

This Returns & Refund Policy explains how returns, inspections and refunds are handled for orders placed in our online shop.

This policy applies in addition to our Terms & Conditions and, for consumers, our Withdrawal Policy.

1. Return Requests (RMA Required)

All returns require prior written approval.

Before sending any item back, the Customer must contact us by e-mail: [email protected]

Please include:

  • order number
  • product name and part number
  • reason for return
  • photos (if requested)

Returns sent without approval may be refused and returned to the sender.

2. Return Address

The return address will be provided after the return request has been approved.

3. Return Shipping Costs

The Customer bears the direct cost of return shipping, unless mandatory law requires otherwise.

We recommend using insured shipping with tracking.

4. Packaging Requirements (Important)

Returned goods must be packed securely to prevent damage during transport.

Electronic parts must be packed:

  • in anti-static protection (ESD bag), if applicable
  • with strong padding
  • in a stable shipping box

Damage caused by insufficient packaging is the Customer’s responsibility.

5. Inspection and Testing

All returned items are inspected and, where applicable, tested.

Refunds are only processed after inspection.

Testing and inspection may take up to 7 business days after receipt of the return.

6. Condition Requirements

To be eligible for a refund, the returned item must be:

  • complete
  • in the same condition as delivered
  • without installation marks
  • without broken seals
  • without manipulation
  • with all serial number labels intact

If an item is returned incomplete, damaged, or used, we may refuse the return or issue a partial refund.

7. Special Rules for Electronic Components

Electronic components (servo drives, boards, modules, power supplies, CNC control electronics) are sensitive technical goods.

Returns and refunds may be refused if the product shows any of the following:

  • signs of installation or wiring
  • broken seals or missing seals
  • altered labels or missing serial numbers
  • electrical damage, burned components
  • contamination (oil, coolant, dust)
  • corrosion
  • soldering, rework, or modifications
  • missing accessories or missing parts

Important: Incorrect wiring, machine defects, parameter errors, grounding issues or short circuits can destroy electronic parts.
We cannot accept returns for parts that were damaged after installation.

8. Incorrect Orders / Compatibility Issues

The Customer is responsible for verifying compatibility and correct part numbers before ordering.

Orders cannot be refunded simply because:

  • the wrong part was ordered
  • the diagnosis was incorrect
  • the machine requires a different version
  • the Customer changed their plan

However, we may accept a return in individual cases if the product is unused and in original condition.

9. Damaged Items During Shipping

If your parcel arrives damaged:

  • do not install or use the item
  • take clear photos of the packaging and the product
  • contact us immediately

Claims must be reported without undue delay.

10. Refund Method

Approved refunds will be issued using the same payment method used for the purchase, unless agreed otherwise.

11. Restocking Fee (If Applicable)

In certain cases, we may charge a reasonable restocking fee, for example if:

  • the return requires additional testing
  • the return is not in original packaging
  • the return was approved as a goodwill gesture

Any restocking fee will be communicated before processing the refund.

12. Non-Returnable Items

The following items are generally not eligible for return:

  • installed or used electronic components
  • goods with broken seals
  • goods with missing serial numbers
  • custom-made or specially ordered items
  • items damaged by incorrect installation
  • items returned incomplete

13. Refund Deductions

If the returned item has diminished value due to handling beyond what is necessary to inspect the goods, we may deduct an appropriate amount from the refund.

14. Contact

If you have any questions about returns or refunds, please contact: [email protected]