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Details:

# Return Policy – Commercial Return and Defect Claim Policy

## United Arab Emirates, Kingdom of Saudi Arabia and Sultanate of Oman

This Commercial Return and Defect Claim Policy applies to industrial products supplied by **[Company Name]** to companies, commercial establishments, workshops, factories, distributors, contractors and other professional buyers in the United Arab Emirates, the Kingdom of Saudi Arabia and the Sultanate of Oman.

This policy is intended primarily for business-to-business transactions involving industrial products, machine knives, cutting tools, tooling, machinery components, customized products and other technically specified goods.

By placing an order, approving a quotation, approving a drawing, accepting delivery or using the supplied products, the Customer confirms that it has reviewed and accepted this policy together with the applicable quotation, order confirmation, invoice, technical drawing and contract.

Nothing in this policy is intended to exclude any right that cannot legally be excluded under the mandatory laws of the applicable country.

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# 1. Mandatory Inspection Immediately Upon Delivery

The Customer must inspect the products immediately upon delivery.

The inspection must be carried out before the products are installed, modified, sharpened, ground, assembled, tested under production conditions, placed into service or supplied to another party.

The Customer is responsible for checking, at minimum:

– The number of packages received
– The condition of the boxes, crates, pallets and wrapping
– The delivered quantity
– Product dimensions
– Product identification
– Visible surface condition
– Visible transportation damage
– Material markings, where applicable
– Product conformity with the approved drawing or specification
– The presence of accessories, documents and certificates
– Any immediately observable manufacturing or quality issue

Where possible, the inspection should be performed by a technically qualified person representing the Customer.

The Customer should photograph or record the condition of the shipment before opening the packaging and again immediately after opening it.

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# 2. One-Day Notification Period

Any objection concerning the visible condition, apparent quality, delivered quantity, packaging condition, dimensions, identity or immediately observable conformity of the products must be submitted to us within:

## One calendar day from confirmed delivery

The one-day notification period begins when the shipment is delivered and accepted at the Customer’s delivery address, warehouse, factory, workshop, freight-forwarding facility or other agreed delivery location.

For the purpose of this policy, confirmed delivery may be established by:

– A signed delivery note
– A courier delivery record
– A freight document
– A warehouse receipt
– Electronic proof of delivery
– A carrier tracking record
– Confirmation from the Customer or its representative
– Any other reliable evidence showing that delivery took place

The Customer must submit its objection before the end of the first calendar day following confirmed delivery.

This period is a strict commercial inspection and notification requirement.

Claims concerning visible, apparent or reasonably discoverable issues that are not reported within this period may be rejected, to the maximum extent permitted by applicable law.

Failure to inspect the shipment immediately does not automatically extend the notification period.

A delay caused by the Customer’s internal approval process, absence of personnel, warehouse procedure, production schedule or failure to open the packaging does not normally extend the one-day notification period.

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# 3. Required Form of the Customer’s Objection

A general statement that the product is “not acceptable,” “not suitable” or “defective” is not sufficient by itself.

The Customer’s objection must be submitted in writing and must contain enough information for the claim to be identified and technically investigated.

The Customer must provide:

– Customer’s legal or commercial name
– Order number
– Invoice number
– Delivery date
– Product name
– Product quantity
– Drawing number, where applicable
– Identification of the allegedly affected products
– A detailed description of the alleged issue
– Clear photographs
– Videos, where reasonably required
– Photographs of the complete packaging
– Photographs of the product labels
– Measurement results, where dimensional nonconformity is alleged
– Information about whether the product has been installed or used
– Information about the machine and application
– Any other evidence reasonably requested by our technical department

The notice must clearly identify the exact nature and location of the alleged defect.

Submitting an objection within one day does not automatically establish that the product is defective, that the defect originated from us or that the claim has been approved.

It only records that the Customer submitted the objection within the applicable notification period.

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# 4. Preservation of Products and Evidence

After submitting an objection, the Customer must preserve the products in their received condition until our technical investigation has been completed.

The Customer must not, without our prior written authorization:

– Use the products
– Install the products
– Operate the products
– Modify the products
– Grind or sharpen the products
– Rework the products
– Repair the products
– Drill, weld or machine the products
– Remove identification markings
– Dispose of the packaging
– Return the products
– Send the products to another workshop
– Permit a third party to inspect destructively
– Destroy or discard any allegedly defective product

The Customer must take reasonable measures to prevent corrosion, impact damage, contamination, bending, deformation, moisture exposure or other deterioration while the technical investigation is pending.

Any unauthorized use, alteration, repair, modification or disposal may prevent a reliable technical investigation and may result in rejection of the claim.

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# 5. Packaging Must Remain in Excellent Condition

Any product presented for return must be accompanied by its original packaging whenever such packaging was supplied.

This includes, as applicable:

– Boxes
– Wooden crates
– Pallets
– Protective wrapping
– Plastic covering
– Moisture protection
– Edge protection
– Product separators
– Foam inserts
– Internal supports
– Straps
– Labels
– Identification markings
– Technical documents
– Certificates
– Accessories and supplied components

The packaging must remain clean, complete, secure and in substantially the same condition in which it was delivered.

The returned products and their packaging must not show avoidable damage caused by:

– Improper opening
– Incorrect handling
– Poor storage
– Exposure to water or humidity
– Contamination
– Forklift impact
– Dropping
– Unauthorized transport
– Inadequate repacking
– Removal of labels
– Cutting or destroying protective materials
– Unauthorized product use

Packaging should be opened carefully and only to the extent reasonably necessary to inspect the products.

Where the original packaging cannot be reused, the Customer must provide replacement packaging of an equal or higher protective standard, subject to our prior written approval.

The Customer must not write directly on, permanently mark or attach unrelated labels to reusable product boxes, crates or protective cases.

A return may be refused, or the applicable account credit may be reduced, where the product or packaging has been damaged after delivery due to the Customer’s handling, storage, opening, use or repacking.

This requirement does not apply to packaging damage that was already present at delivery and was properly reported and documented within the one-day notification period.

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# 6. Technical Inspection Is Mandatory

No product will be recognized as defective solely because the Customer describes it as defective.

Every claim is subject to technical investigation.

Our technical department, appointed technician, engineer, quality-control representative or authorized specialist must be given a reasonable opportunity to examine the products and the circumstances of the claim.

Depending on the nature of the product and alleged issue, the technical investigation may include:

– Examination of photographs and videos
– Review of the approved drawing
– Review of the purchase specification
– Dimensional inspection
– Hardness testing
– Material verification
– Surface-condition inspection
– Examination of cutting edges
– Review of installation conditions
– Review of machine settings
– Review of operating parameters
– Review of product application
– Examination of wear patterns
– Examination of breakage patterns
– Inspection at the Customer’s premises
– Inspection after return to our facility
– Laboratory testing
– Independent expert examination
– Comparison with an approved sample
– Comparison with the technical tolerance stated in the order

The Customer must provide reasonable access to the products, machine, installation conditions, operators, operating records and relevant technical information where these are necessary to investigate the claim.

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# 7. Technical Report and Approval

A defect claim is considered substantiated only after our technical department or authorized technical representative completes its investigation and issues or approves a written technical report.

The technical report should determine, as far as reasonably possible:

– Whether a defect exists
– The nature of the defect
– Whether the condition existed before delivery
– Whether the product complies with the approved drawing
– Whether the product complies with the agreed specification
– Whether the product was correctly installed
– Whether the product was used for its intended application
– Whether the machine settings were appropriate
– Whether the alleged issue was caused by misuse
– Whether the alleged issue was caused by incorrect storage
– Whether the alleged issue was caused by transportation after delivery
– Whether the alleged issue resulted from normal wear
– Whether the alleged issue resulted from third-party modification
– Whether the cause is attributable to our manufacturing or supply

Submission of a claim does not constitute acceptance of responsibility.

Collection of a sample, attendance by a technician, inspection of the product or discussion of a possible solution also does not, by itself, constitute an admission of liability.

The claim will be approved only where the technical findings reasonably establish that the confirmed defect originated from our manufacturing, workmanship, supplied material or failure to comply with the expressly agreed technical specification.

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# 8. Conditions That May Lead to Rejection of a Claim

A claim may be rejected where the technical investigation determines that the issue resulted from circumstances outside our responsibility, including:

– Incorrect installation
– Incorrect machine alignment
– Improper operating parameters
– Improper clearance
– Improper cutting angle
– Excessive force
– Overloading
– Incorrect product application
– Processing material outside the agreed specification
– Improper storage
– Corrosion after delivery
– Accidental damage
– Transportation damage occurring after delivery
– Customer modification
– Third-party grinding or sharpening
– Unauthorized repair
– Normal wear and tear
– Failure to maintain the machine
– Use with damaged or unsuitable equipment
– Failure to follow technical instructions
– Use after the alleged problem became apparent
– Failure to preserve the product for inspection
– Failure to provide sufficient evidence
– Failure to provide access for technical inspection

A claim may also be rejected where the Customer cannot establish that the inspected product is the same product supplied under the identified order.

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# 9. No Automatic Cash Refund

Submitting a return request or defect claim does not create an automatic right to receive money back.

To the maximum extent permitted under the applicable law and the agreed commercial contract, we do not provide settlement of an approved commercial return by:

– Cash payment
– Cash refund
– Bank-transfer refund
– Card reversal
– Payment to a third party
– Payment to a different bank account
– Withdrawal of credit as cash

Where a commercial claim is approved, the ordinary method of settlement is the issuance of account credit in favour of the Customer.

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# 10. Settlement Through Customer Account Credit

Where our technical department confirms that the defect is attributable to us and the claim is formally approved, the approved amount will ordinarily be recorded as:

## Customer Account Credit

The Customer Account Credit may be used toward eligible future purchases from us.

The credit may be applied to:

– Replacement products
– New products
– Repeat orders
– Spare parts
– Industrial tools
– Technical services
– Other eligible products or services agreed with us

The Customer Account Credit is not cash and is not normally redeemable for cash.

It is not automatically transferable to another company, individual or legal entity.

The credit may be applied only against orders placed by the same Customer account unless we provide written approval otherwise.

Before using the credit, the Customer may be required to provide:

– The original order number
– The original invoice number
– The approved claim reference
– The credit-note reference
– The new quotation number
– The new purchase order

Where the value of a future order exceeds the available credit, the Customer must pay the remaining balance according to the payment terms of the new order.

Where the value of a future order is less than the available credit, the unused balance may remain available for a later eligible order, subject to the terms stated in the applicable credit note.

No interest is payable on the credit balance.

The issuance of Customer Account Credit constitutes settlement of the approved commercial claim up to the credited amount.

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# 11. Form of the Credit

The approved credit may be documented through one or more of the following:

– A credit note
– An account statement
– A commercial settlement letter
– A replacement-order adjustment
– A discount applied to a future invoice
– Another written credit confirmation issued by us

The amount of credit will be determined after completion of the technical investigation and commercial review.

The credited amount may take into account:

– The quantity confirmed as defective
– The affected portion of the order
– The condition of the returned products
– Missing products or components
– Damage caused after delivery
– Prior use of the products
– Unauthorized modification
– Missing or damaged packaging
– Any other relevant contractual adjustment

A claim concerning part of an order does not automatically entitle the Customer to credit for the entire order.

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# 12. Return Authorization Is Required

The Customer must not return any product without first receiving written return authorization from us.

The return authorization may specify:

– The approved products
– The approved quantity
– The return address
– The required packaging
– The applicable transportation method
– The deadline for dispatch
– Required shipping documents
– Required customs wording
– Required product identification
– The party responsible for transportation costs

Providing a return address does not mean that the claim has been approved.

Final acceptance remains subject to receipt, identification and technical inspection of the returned products.

Products sent without authorization may be refused, returned to the sender or held at the Customer’s cost.

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# 13. Return Transportation and Associated Costs

Unless we expressly confirm otherwise in writing, the Customer is responsible for arranging and paying for the return shipment.

This responsibility may include:

– Courier charges
– Freight charges
– Export charges
– Import charges
– Customs duties
– Customs-clearance charges
– Packing costs
– Insurance
– Loading and unloading
– Storage charges
– Handling charges
– Documentation expenses
– Return-label preparation

The Customer must use a suitable carrier and obtain shipment tracking or equivalent proof of dispatch.

The Customer remains responsible for the returned products until they are delivered to and accepted at the approved return location.

Where our technical investigation confirms that a defect is attributable to us, the treatment of reasonable and pre-approved transportation costs will be determined under the applicable contract, credit note or mandatory law.

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# 14. Customized and Specially Manufactured Products

Products manufactured according to the Customer’s drawing, dimensions, material requirement, sample, machine model, operating condition or special instruction are considered customized commercial products.

Customized products cannot be returned merely because:

– The Customer no longer requires them
– The Customer ordered an incorrect quantity
– The Customer supplied incorrect dimensions
– The Customer selected the wrong material
– The Customer provided an incorrect drawing
– The Customer’s machine was changed
– The project was cancelled
– The product was ordered for the wrong application
– The Customer later preferred another design

A claim involving a customized product will be considered only where the technical investigation confirms a material departure from the specification expressly accepted by us.

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# 15. Approval of Drawings and Specifications

Where the Customer has approved a drawing, sample, specification, dimension sheet or technical description, the approved document forms part of the product acceptance criteria.

The Customer is responsible for reviewing before approval:

– Overall dimensions
– Hole positions
– Slots
– Profiles
– Angles
– Cutting edges
– Tolerances
– Material
– Hardness
– Quantity
– Application
– Machine compatibility
– Left-hand and right-hand orientation
– Any other stated technical feature

A product manufactured in accordance with the Customer-approved drawing or specification will not be considered defective solely because the Customer later determines that the approved design is unsuitable for its machine or application.

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# 16. Sequence of the Defect Claim Process

## Step 1 — Immediate inspection

The Customer inspects the shipment immediately upon delivery.

## Step 2 — Written objection within one day

The Customer sends a complete written objection within one calendar day from confirmed delivery.

## Step 3 — Preservation of the products

The Customer stops further use and preserves the products, packaging and evidence.

## Step 4 — Initial document review

We review the photographs, videos, order documents, drawings and technical information.

## Step 5 — Technical inspection

Our technical personnel inspect the products remotely, at the Customer’s premises, at our facility or through another approved method.

## Step 6 — Technical report

The technical department prepares or approves a written report determining the probable cause and responsibility.

## Step 7 — Claim decision

The claim is approved, partially approved or rejected based on the technical findings and applicable commercial terms.

## Step 8 — Return authorization, where required

If return is necessary, we issue written return instructions.

## Step 9 — Account credit

Where the approved remedy is account credit, a credit note or equivalent confirmation is issued for use against a future eligible purchase.

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# 17. The Four Principal Conditions

For clarity, the principal conditions of this policy are:

## 1. One-day objection period

The Customer must notify us in writing of visible, apparent or reasonably discoverable defects within one calendar day from confirmed delivery.

## 2. Products and packaging must be preserved

The products, boxes, wrapping, crates, labels, accessories and protective materials must be maintained in clean, complete and substantially original condition.

## 3. Technical confirmation is mandatory

The Customer’s allegation alone does not establish a defect. Our technical personnel must investigate the claim and prepare or approve a technical report confirming whether the defect is attributable to us.

## 4. Approved claims are ordinarily settled through credit

To the maximum extent permitted by applicable law, approved commercial returns are settled by Customer Account Credit for use toward future eligible purchases. The credit is not ordinarily paid in cash or transferred back to the Customer’s bank account.

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# 18. Mandatory-Law Qualification

This policy must be read together with the applicable quotation, contract, invoice and mandatory laws of the country in which the transaction takes place.

Where mandatory law grants a qualifying consumer a right that cannot lawfully be limited by contract, the mandatory legal requirement will prevail only to the extent of the inconsistency.

The remaining provisions of this policy will continue to apply.

No provision of this policy should be interpreted as excluding liability that cannot legally be excluded.

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# 19. Customer Confirmation

By approving the order or accepting delivery, the Customer confirms that it understands and accepts that:

– Products must be inspected immediately
– Apparent issues must be reported within one calendar day
– Complete photographic and technical evidence must be supplied
– Products and packaging must be preserved
– Products must not be modified or used while a claim is investigated
– A technical investigation is required
– A technical report must confirm responsibility
– A submitted claim is not automatically an approved claim
– Products must not be returned without authorization
– Approved commercial claims are ordinarily settled through account credit
– Account credit is intended for future eligible purchases
– Account credit is not ordinarily redeemable for cash
– Mandatory local laws remain applicable

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# 20. Contact for Defect Claims

All defect notifications must be submitted through our official contact details.

**Company:** [Company Name]
**Email:** [Claims Email Address]
**Telephone:** [Telephone Number]
**WhatsApp:** [WhatsApp Number]
**Website:** [Website Address]

The subject of the written notice should state:

**URGENT DEFECT NOTIFICATION — ORDER [ORDER NUMBER]**

The Customer should not rely exclusively on an informal verbal conversation with a sales representative.

The Customer is responsible for obtaining written confirmation that its notification was received.