Return & Refund Policy

Effective Date: Jun 13, 2026

Company: WEISS Machinery

Thank you for purchasing from us. We stand behind the quality of our products and will work with you to resolve eligible order, product, shipping, or warranty-related issues. Because many of our products are machinery, heavy equipment, oversized items, or internationally shipped goods, returns must be reviewed and approved by us before any product is returned.

This Refund & Return Policy applies to purchases made directly through our website, sales team, quotation, invoice, or approved online sales channels, unless a separate written agreement states otherwise.

Nothing in this Policy is intended to limit any mandatory consumer rights that may apply under applicable law.

1. Return Authorization Required

All returns must be approved by us in writing before the product is returned.

To request a return, refund, replacement, or other resolution, please contact us at:

Email: info@weiss.com.cn

Phone: +86 (025) 86562772

Order Information Required: order number, product model, serial number if applicable, purchase date, delivery address, photos or videos if relevant, and a description of the issue.

We may refuse any return that is sent back without prior written authorization. Products returned without authorization may be rejected, returned to the customer, disposed of, or subject to additional handling, storage, or freight charges. Once approved, refunds will be processed back to the original payment method within 7 business days. Processing times may vary depending on the customer’s bank or payment provider.

2. Return Eligibility

Returns for refund or exchange must be within 30 days of purchase. A product may be eligible for return, refund, replacement, repair, or another resolution if:

· the product was damaged during shipping and the damage was properly documented;

· the product is defective or does not function as intended;

· the wrong product was shipped;

· the product received is materially different from the product ordered;

· we approve the return in writing for another reason.

For non-defective returns, the product must generally be unused, uninstalled, unmodified, in original packaging, and in resalable condition, unless we approve otherwise in writing.

3. Non-Returnable or Limited-Return Items

The following products may not be eligible for return or may be subject to limited return approval:

· custom-made, special-order, or modified products;

· products with custom voltage, configuration, tooling, accessories, branding, or packaging;

· installed, used, damaged, altered, or disassembled products;

· products missing original packaging, manuals, parts, accessories, or serial number labels;

· consumable parts, wear parts, electrical components, or replacement parts that have been installed or used;

· products that cannot be safely or economically returned due to size, weight, location, export/import restrictions, or freight cost.

We reserve the right to determine whether a product is eligible for return, refund, replacement, repair, or another resolution based on the condition of the product, the reason for the request, and applicable law.

4. Refunds Without Return

Due to the size, weight, value, condition, location, or return freight cost of certain products, returning a product may not always be practical or economically reasonable.

In such cases, we may, at our sole discretion, issue a full refund, partial refund, replacement, repair, credit, or other resolution without requiring the product to be returned.

Refunds without return must be approved by us in writing. We may require the customer to provide:

· photos or videos of the product;

· serial number or product identification;

· packaging and shipping damage photos;

· inspection details;

· proof of defect or damage;

· written confirmation that the product will not be used, resold, transferred, or repaired without our approval;

· written confirmation that the product has been disposed of, recycled, destroyed, donated, or otherwise handled according to our instructions.

A refund without return is not an automatic customer right. It is a resolution option that we may choose when appropriate.

Refunds without return are generally not available for change of mind, buyer’s remorse, incorrect product selection, customer ordering error, or refusal of delivery without a valid approved reason.

5. Defective or Incorrect Products

If you believe the product is defective, incorrect, or materially different from what you ordered, please contact us promptly with supporting photos, videos, serial numbers, and a description of the issue.

After review, we may offer one or more of the following resolutions:

· troubleshooting support;

· replacement parts;

· repair guidance;

· repair service;

· replacement product;

· partial refund;

· full refund;

· refund without return;

We may require reasonable inspection, testing, photos, videos, or return of the product before approving a final resolution.

6. Change of Mind or Customer Ordering Error

Returns or refunds for change of mind, buyer’s remorse, incorrect product selection, duplicate orders, or customer ordering errors are not guaranteed.

If we approve a non-defective return, the customer may be responsible for:

· original shipping charges;

· return shipping charges;

· freight, storage, redelivery, or handling fees;

· customs duties, taxes, brokerage fees, or import/export charges;

· inspection fees;

· repackaging costs;

· restocking fees;

· any loss in value caused by use, installation, damage, missing parts, or missing packaging.

Non-defective returns must be approved by us in writing before shipment.

7. Restocking Fees

Approved non-defective returns may be subject to a restocking fee. The amount of the restocking fee may vary depending on the product type, condition, packaging, order size, freight cost, and whether the product can be resold.

The applicable restocking fee, if any, will be confirmed during the return authorization process.

8. Return Shipping Costs

Unless otherwise approved by us in writing or required by applicable law, the customer is responsible for return shipping costs for non-defective returns.

For approved defective, damaged, or incorrectly shipped products, we may provide a return label, arrange freight pickup, offer replacement parts, issue a refund without return, or provide another resolution depending on the circumstances.

Original shipping, handling, freight, customs, duties, taxes, brokerage fees, liftgate fees, residential delivery fees, limited access fees, storage fees, and other shipping-related charges are generally non-refundable unless the issue was caused by us or otherwise required by applicable law.

9. International Returns

International returns must be approved by us in writing before shipment.

Because international freight, customs clearance, duties, taxes, and brokerage fees can be significant, we may choose to resolve certain international order issues through replacement parts, remote technical support, partial refund, full refund, or refund without return instead of requiring the product to be shipped back.

Unless otherwise approved by us in writing or required by applicable law, international customers are responsible for:

· return freight;

· export and import documentation;

· customs clearance;

· duties, taxes, VAT, GST, and brokerage fees;

· storage, demurrage, redelivery, or handling charges;

· damage or loss during return shipment.

We are not responsible for delays, rejections, customs holds, import restrictions, or additional charges caused by incomplete, inaccurate, or non-compliant return documentation provided by the customer.

10. Refused Deliveries

Refusing delivery does not automatically cancel an order or qualify the customer for a full refund.

If a customer refuses delivery without our prior written approval, the customer may be responsible for:

· original shipping charges;

· return freight;

· carrier storage fees;

· redelivery fees;

· customs duties, taxes, and brokerage fees;

· restocking fees;

· damage or loss during return transit.

If the shipment is visibly and severely damaged, the customer may refuse delivery and contact us immediately with photos and carrier documentation.

11. Cancellation Before Shipment

Orders may be cancelled before they are processed for shipment, unless the order is custom-made, special-order, already in production, already packed, already scheduled with a carrier, or otherwise non-cancellable under the applicable quotation, invoice, or sales agreement.

Once an order has been processed, packed, loaded, shipped, or scheduled with a carrier, cancellation may no longer be available. Any approved cancellation after processing may be subject to production costs, packaging costs, freight charges, storage fees, payment processing fees, or other costs already incurred.

12. Refund Method and Timing

Approved refunds will generally be issued to the original payment method unless otherwise agreed in writing.

Refund processing time may vary depending on the payment method, payment processor, bank, credit card company, or platform used for the transaction.

If a refund is approved after a product is returned, we may inspect the product before issuing the refund. Refund amounts may be reduced for missing parts, damaged packaging, product damage, installation, use, modification, freight costs, restocking fees, or other applicable charges.

13. Replacement Parts, Repair, and Warranty Claims

Some issues may be better resolved through replacement parts, technical support, repair, or warranty service rather than a full return.

Before returning machinery or equipment for service, please contact us first. For machinery, please provide the model number, serial number, purchase information, photos or videos of the issue, and any relevant troubleshooting details.

Warranty coverage, if applicable, is governed by our Warranty Policy. Shipping damage, customer misuse, improper installation, lack of maintenance, unauthorized repair, modification, or normal wear and tear may not be covered as warranty issues.

14. Condition of Returned Products

Approved returned products must be properly packaged and protected for return shipment. The customer is responsible for ensuring that the product is safely packed, secured, and shipped using the return method approved by us.

Products returned damaged due to improper packaging, improper loading, missing packaging, or unsafe handling may result in a reduced refund or denial of refund.

For heavy equipment or machinery, the customer may be required to use palletized, crated, insured, or freight shipping.

15. Missing Items or Incomplete Returns

If a returned product is missing parts, accessories, manuals, packaging materials, tools, guards, attachments, or other included items, we may deduct the value of the missing items from the refund or deny the return.

16. Platform Orders

If your order was placed through a third-party marketplace or platform, the return and refund process may also be subject to that platform’s rules. Where platform policies apply, they may control the timing, process, and available remedies for your order.

17. Mandatory Consumer Rights

For customers located in jurisdictions with mandatory consumer cancellation, withdrawal, return, refund, or warranty rights, we will comply with applicable legal requirements.

Nothing in this Policy is intended to exclude, restrict, or modify any rights that cannot be excluded, restricted, or modified under applicable law.

18. Contact Us

For return, refund, replacement, warranty, or shipping damage requests, please Contact Us at:

Email: info@weiss.com.cn

Phone: +86 (025) 86562772

before sending any product back.