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Exchange and Return Policy

General ProvisionsReturn Policy Procedure for submitting a refund claim  Exceptions to the returns policy Refunds and exchanges

General Provisions

AR-TECH Ltd supplies bespoke industrial equipment to business clients (B2B). All products are manufactured and supplied in accordance with the customer’s individual specifications; therefore, returns or exchanges are only possible in cases provided for by applicable legislation and the terms of the contract.

Return Policy

 Equipment may be returned or exchanged in the following cases:

  1. Identification of manufacturing faults or defects not caused by a breach of operating or installation conditions
  2. Non-conformity of the equipment with the agreed technical specifications, where these differ from those specified in the supply contract.
  1. Damage to goods during transport (provided that delivery was carried out by a carrier engaged by our company, the terms of delivery stipulate that the risk of loss of the goods passes to the Buyer upon delivery, and a relevant damage report has been provided).

Procedure for submitting a refund claim  

 If grounds for a refund are identified, the customer must:

  1. Please notify AR-TECH Ltd within 2 working days of receiving the equipment by sending an email to [email protected] stating:
    1. Contract/invoice numbers;
    2. A description of the problem with the item;
    3. Photographs or video evidence of the defect (if possible).
  3. Wait for your application to be processed (up to 5 working days).
  4. If necessary, please provide additional documents or return the goods for examination. 

Exceptions to the returns policy

Equipment may NOT be returned or exchanged in the following cases:

  • The equipment has been manufactured to a bespoke order and complies with the agreed technical specifications.
  • Damage has been identified resulting from incorrect operation, installation or failure to comply with the conditions of use.
  • The warranty period has expired if the problem was not reported in good time.
  • There are no documents to prove the purchase (contract, invoice, etc.).

Refunds and exchanges

 If a defect or fault is confirmed, the customer may be offered:

  • Rectification of a defect (repair);
  • Replacement of equipment with equivalent equipment (where possible);
  • A partial or full refund (if the problem cannot be resolved).
  • Reimbursement periods are determined on a case-by-case basis, depending on the circumstances.