Fwincnc Refund & Return Policy
At Fwincnc, we are committed to providing high-precision CNC solutions and high-quality consumables. Every machine undergoes a rigorous 72-hour testing phase at our headquarters before dispatch. We understand that international trade involves complex logistics; therefore, our policy is designed to protect your investment while ensuring a transparent and professional service experience.
Policy Scope & Conditions
Industrial Machinery Policy
Due to the high cost of international freight and customs complexities, heavy machinery (Plasma, Laser, Welding) is non-returnable once installed or used. We focus on providing replacement parts and remote technical support for any factory defects.
Consumables & Spare Parts
Unopened and unused consumables (nozzles, electrodes, lenses) are eligible for return or exchange within 14 days of delivery. Items must be in their original packaging to qualify.
Custom & Personalized Orders
Any machines or parts customized to specific client requirements (special sizes, colors, or configurations) are final sale and cannot be returned unless a structural factory defect is proven.
Shipping Damage Claims
All shipments are insured. If your package arrives damaged, you must report it to us within 24 hours with photographic evidence to initiate a claim as per our Shipping Policy.
The Return Process
1. Initiate Your Request
Contact our support team via email or WhatsApp with your order number. Our team will review your case within 48 hours to determine if the item is eligible for return.
2. Provide Documentation
For machinery issues, please provide high-resolution photos and videos of the technical fault. This allows our engineers to diagnose the problem and provide a solution immediately.
3. Secure Packaging
If a return is approved, the item must be packed securely in its original wooden crate or shock-proof box to prevent further damage during transit.
4. Return Shipping & Fees
Unless the return is due to a factory defect, the customer is responsible for return shipping costs and any associated customs duties or taxes incurred during the import/export process.
Refund Terms & Completion
Once your returned item is received at our hub and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are processed within 7-10 business days back to your original payment method (T/T or Credit Card). Please note that for machinery orders canceled after production has started but before shipping, a 20% restocking fee may apply to cover manufacturing and administrative costs. Our goal is to resolve every issue fairly to maintain a long-term partnership with your workshop.
