Return Policy

Scope and General Terms

This policy applies only to corporate and professional buyers (B2B). It does not apply to natural‑person consumers.

All obligations, timeframes, and procedures are governed by your purchase contract (sales agreement, quotation, or purchase order) and this policy. Where they differ, the contract prevails.
For custom‑built or special‑order equipment, exchange or return is available only where a manufacturing defect is confirmed by our technical inspection.
Nothing in this policy limits any rights that cannot be excluded under applicable UAE law.

Return Window & Service Levels

We accept return requests within 30 calendar days from the date the equipment is handed over (delivery/hand‑over note).

To give you additional assurance, we apply the following service levels:

Day 1–15: your claim is handled on a priority basis.
Day 16–30: we perform an extended diagnostic before authorising the return.
After Day 30: only warranty service is available (no return), according to the warranty terms in your contract.

A decision on authorising a return is issued within five (5) UAE business days after we receive the complete documentation set.

Technical Condition Requirements

To be eligible for a return, the equipment must be in the condition documented at hand‑over:

Same configuration and completeness as in the hand‑over report (including standard options and tooling).
Nameplates and serial labels intact and legible.
No signs of critical wear or misuse (ordinary wear is assessed separately from manufacturing defects).
No unauthorised modifications, including changes to the control system, structural alterations, or non‑approved accessories.

Minimum inspection criteria our CNC-MACHINE engineers apply include:

Visual integrity of the machine frame, panels, and cable ducts.
Absence of unauthorised software or parameters on the CNC/control.
Lubrication/coolant system intact and free of foreign fluids or contaminants.
Completeness of tooling and standard options supplied.
Original packaging for heavy assemblies, or equivalent protective packing.

Our inspection is performed at the first opening of the packaging at our warehouse. If one or more criteria are not met, we may offer repair or a partial credit instead of a full return.

Return Procedure (RMA)

All returns require an RMA (Return Material Authorisation):

Submit a claim online. We will issue your RMA number and list of required documents.
Provide a claim letter on company letterhead stating the model, serial number, and a clear defect description.
Attach close‑up photos/videos of the affected components.
Upload the delivery/hand‑over report and the service/maintenance log (if available).
Wait for RMA confirmation and packing instructions.
Dispatch the equipment using a carrier agreed with us and pack it per our instructions.

After dispatch, keep the tracking number and a scan of the air waybill/bill of lading. This allows us to begin financial processing before the machine physically arrives, where feasible.

Financial Settlement

Refunds/credits are processed within ten (10) UAE business days after the technical examination is completed and you have signed the return documentation.
Refunds are issued via the original payment method unless otherwise agreed in writing.
If the defect is not confirmed, we will deduct actual transportation and insurance costs (and any re‑packing costs) from the refund/credit.
If a manufacturing defect is confirmed, we provide a full refund or replacement at your option (subject to stock/lead time), and CNC-MACHINE covers the reasonable logistics costs agreed in advance.

Exclusions and Risk Conditions

Machines with an expired warranty are not eligible for return. This does not affect the handling of latent manufacturing defects confirmed by an expert review.

Returns are not accepted for equipment operated in material breach of the OEM operating manual, including environmental conditions outside the specified limits (power quality, temperature, humidity, vibration, contamination, etc.).

To protect both parties, we recommend regular backups/logs of CNC/controller data and maintenance records to evidence correct operation.

Documentation and Credit Notes

Each authorised return is accompanied by an “Equipment Return Report”, signed by authorised representatives of both parties. It includes:

List of assemblies/components returned.
Technical conclusion on the machine’s condition.
Details of configuration and completeness.
Agreed settlement timelines and amounts.

Once the report is approved and completeness is verified, CNC-MACHINE’s accounts will issue a VAT‑compliant credit note and process the refund in line with Section 5 above.

Title, Risk, and Packaging

Risk and title to the returned goods transfer back to CNC-MACHINE upon receipt and acceptance at our designated warehouse.

Until acceptance, you remain responsible for adequate packaging, insurance, and safe transport per our packing instructions.

Governing Law and Dispute Resolution

This policy forms part of your purchase contract and is governed by the laws of the United Arab Emirates. Any disputes will be handled by the competent UAE courts or agreed arbitration forum as specified in the contract.

Contact

Questions or special circumstances? Chat with us and we’ll propose a tailored solution within the framework of this policy.