Returns, Claims And Refunds
About the return and refund policy and the process
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When will a refund be issued?If a refund is approved, the amount, currency, payment route and timing will be confirmed in writing after the investigation and return requirements, if any, are completed.
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What resolutions are available?Depending on responsibility, urgency and evidence, an agreed resolution may include sorting, rework, replacement, remake, credit or refund for the verified affected quantity. Consequential costs are handled only when expressly agreed in the applicable contract.
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Can custom products be returned?Custom products, printed products, custom-color material, tooling and made-to-order goods are normally not returnable for change of mind or over-ordering. Verified nonconformities will still be investigated according to the contract and approved specification.
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Which issues are generally excluded?Claims may be excluded when damage results from incorrect storage, misuse, unauthorized processing, buyer-supplied design errors, normal agreed tolerances, approved color variation, expired reporting periods or transport risk assigned to the buyer under the agreed Incoterm.
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Which issues may qualify for a claim?Examples include shipment of the wrong item, verified quantity shortage, manufacturing defects or material, dimensions and performance that do not conform to the signed specification or approved sample. All claims are subject to inspection and traceability.
