Global FoodMachTech Refund & Delivery Policy

I. Refund & Return Policy

Scope of Application: This policy applies to all food processing machinery and equipment orders placed through the Global FoodMachTech platform (https://www.foodmachtech.com/). Food processing machinery is classified as large-scale industrial equipment, and its refund and return rules differ significantly from those for ordinary consumer goods. Buyers are advised to read this policy carefully before placing an order.

1. Equipment Inspection Period

Upon receipt of the equipment, the buyer shall complete an exterior inspection and basic functional acceptance within [7] business days.

Inspection periods by category:

- Standard equipment (fruit and vegetable washing lines, packaging equipment, etc.): within [7] business days after receipt

- Customized / non-standard equipment: within [15] business days after receipt

- Used / refurbished equipment: within [5] business days after receipt

- Spare parts and consumables: within [7] business days after receipt of goods

[Important Notice] Machinery and equipment are bulk commodities with relatively short inspection periods. Failure to raise a written objection within the above inspection period shall be deemed acceptance of the equipment.

2. Return Eligibility Conditions

To qualify for a return, the equipment must meet all of the following conditions:

- The equipment has not been installed or put into use (factory testing excepted)

- The equipment remains in its original factory condition, with no modifications or disassembly

- All original accessories, technical documentation, tools, and packaging materials are complete

- The platform order number and proof of purchase are provided

3. Non-Returnable Items (Final Sale)

Returns will not be accepted in the following circumstances (except where the platform determines the seller is at fault):

- Customized equipment: non-standard equipment designed or manufactured to the buyer's specific requirements (strictly non-returnable)

- Equipment that has been installed and used

- Equipment that cannot be used due to reasons attributable to the buyer (e.g., incorrect model selection, unsuitable premises, incompatible power supply, etc.)

- Equipment issues caused by the buyer's own actions, including misuse, collision, negligence, unauthorized modifications, improper installation, or unauthorized repairs

- Equipment for which the inspection period specified in this policy has expired

- Used / refurbished equipment (clearly marked as "sold as-is")

- Equipment clearly marked as "returns not accepted" at the time of purchase

- Clearance / promotional equipment (where clearly marked)

[Disclaimer] Food processing machinery is large-scale industrial equipment, and the costs of transportation, disassembly, and repackaging are extremely high. The platform generally does not support no-reason returns for customized equipment or equipment that has been delivered and accepted.

4. Scenarios Eligible for Return / Refund

[4.1 Equipment Quality Defects]

If the buyer discovers serious quality defects (excluding normal wear and tear) during the inspection period and can provide sufficient supporting evidence (photos, videos, third-party inspection reports, etc.), the buyer has the right to request compensation from the seller (return and refund / exchange / repair / other remedial solutions).

[4.2 Equipment Not as Described]

The equipment received by the buyer materially differs from the description on the platform product page (e.g., incorrect model, specification deviation, missing core configuration, etc.).

[4.3 Failure to Deliver Within the Agreed Timeframe]

The equipment was not delivered within the agreed delivery timeframe due to reasons attributable to the seller.

[4.4 Wrong Equipment Shipped]

The model or specifications of the equipment shipped by the seller do not match those specified in the order.

[Supporting Documentation Requirements] The buyer must provide the order number, photos/videos of the equipment, and a detailed description of the issue. For quality-related claims, the platform or seller may require an inspection report issued by an authorized third-party institution.

5. Return Process

Step 1: Within the inspection period, submit a return and refund request via [Order Center / Online Customer Service] on the platform

Step 2: Provide the order number, reason for return, and complete supporting documentation (photos, videos, inspection reports, etc.)

Step 3: The seller must respond to the buyer's refund/return request within [24] hours

Step 4: Upon approval, the buyer will receive a Return Merchandise Authorization (RMA) number and the designated return address

Step 5: Properly package the equipment according to the designated carrier's packaging requirements and ship it back (do not ship to any non-designated address)

Step 6: After the seller receives the returned equipment and completes inspection (within [7] business days), a refund will be processed once return conditions are confirmed

[Important Notice] Equipment returned without prior application and approval will not be accepted.

6. Return Shipping Cost Responsibility

[Allocation of Return Shipping Costs]

- Equipment quality defects, wrong equipment shipped → shipping costs borne by the seller

- Equipment not as described → shipping costs borne by the seller

- Buyer-related reasons (incorrect model selection, unsuitable premises, etc.) → all return shipping costs borne by the buyer

- Customized equipment returns → shipping costs borne by the buyer (customized equipment is generally non-returnable; special cases to be negotiated by both parties)

[Special Notes on International Returns]

- Customs duties, import taxes, and similar charges on cross-border returns are borne by the buyer and are non-refundable

- International return shipping costs must be prepaid by the buyer; freight collect (COD) is not accepted

- For large equipment returns, professional equipment transport services and adequate shipping insurance are recommended

- Disassembly, packaging, hoisting, and similar costs arising from the return shall be borne by the responsible party

7. Refund Method & Timeline

[Refund Methods]

- Bank wire transfer (T/T): refunded to the original payment method, estimated processing time 5–10 business days

- Credit card: refunded to the original payment method, estimated processing time 7–14 business days

After the seller confirms receipt of the returned goods and completes inspection, the refund shall be confirmed within [7] business days. The refund will be automatically returned via the original payment method.

8. Repair & Exchange (Alternative Solutions)

Given the high cost of returning large equipment, the platform encourages buyers and sellers to first negotiate the following alternative solutions:

- On-site repair: the seller dispatches technicians to the buyer's premises for repair

- Remote technical support: assistance via video, remote diagnostics, and similar methods

- Parts replacement: replacement parts are shipped to the buyer for installation by local technicians

- Equipment exchange: the seller ships a replacement unit and arranges return of the defective equipment (shipping costs borne by the responsible party)

The specific costs of the above alternatives shall be determined through negotiation between both parties.

9. Warranty Period

- The platform encourages sellers to provide a warranty period of no less than [12] months (subject to the information published on each seller's product page)

- For non-man-made quality issues arising during the warranty period, the seller shall provide repair, parts replacement, or technical support services

- The warranty does not cover: wear parts, consumables, or failures caused by improper operation or failure to maintain the equipment according to the manual

- For matters beyond the platform's return and refund timeframe but still within the warranty period, return and exchange matters shall be resolved through negotiation between the buyer and seller

II. Shipping & Delivery Policy

1. Order Processing Time

- After order confirmation and payment completion, sellers typically require [3–7] business days to process the order

- Processing time for customized equipment may be extended to [15–30] business days, subject to mutual agreement

- Weekends and public holidays are not counted as business days

- During promotional events or holidays, processing time may be extended; the seller will notify the buyer in advance

2. Shipping Methods & Delivery Timeframes

[Shipping Methods & Estimated Delivery Times]

- Full Container Load (FCL) ocean freight: suitable for large equipment and bulk purchases; estimated 20–45 business days; the most economical international shipping method

- Less than Container Load (LCL) ocean freight: suitable for small to medium equipment; estimated 25–50 business days; ideal for small-batch purchases

- Air freight: suitable for urgent orders and spare parts; estimated 5–12 business days; faster but higher shipping costs

- International express: suitable for spare parts and small shipments; estimated 3–7 business days; carriers include DHL, FedEx, UPS, etc.

[Important Notice] The above timeframes are estimates only. Actual delivery times may vary due to customs clearance, vessel/flight schedule changes, port congestion, local logistics efficiency, and other factors.

3. Deliverable Countries & Regions

Platform sellers can deliver to major countries and regions worldwide. Please confirm the specific delivery scope on the product page or at checkout.

Some countries/regions may be subject to the following restrictions:

- Import control policies of the destination country

- International sanctions / trade restrictions

- Incomplete logistics channels

- Special certification requirements (e.g., CE, UL, etc.)

If your location is not within the deliverable range, please contact customer service or the seller to confirm whether special shipping arrangements can be made.

4. Shipping Cost Information

- Shipping cost calculation: shipping fees are calculated based on equipment weight, volume, shipping method, and destination, quoted by the seller or automatically calculated at checkout

- Quotation method: machinery shipping costs are typically quoted on an actual-cost or seller-quoted basis, rather than using fixed shipping rate templates

- Additional costs (not included in shipping fees; to be borne separately by the buyer):

  - Destination country customs duties and import taxes

  - Destination port charges (THC, documentation fees, customs clearance fees, etc.)

  - Inland transportation (from destination port to final delivery address)

  - Unloading, hoisting, and installation fees

5. Customs Duties & Taxes

- International orders may be subject to customs duties, value-added tax (VAT), or other import taxes upon arrival in the destination country

- The above costs shall be borne by the buyer (consignee); the seller is not responsible for paying such fees

- If a package is detained, returned, or destroyed due to the buyer's refusal to pay customs duties, the resulting losses shall be borne by the buyer

- Buyers are advised to understand the import tax policies and equipment import requirements of the destination country before purchase

- If you require the seller to provide Harmonized System (HS) codes or related customs clearance documents, please contact the seller for assistance

6. Order Tracking

- After shipment, the seller will send a shipping confirmation and tracking information to the buyer via the platform or email

- Ocean freight orders will include vessel name, voyage number, bill of lading number, and related information

- Buyers can track shipment status in real time via the carrier's official website or third-party logistics platforms

7. Order Modifications & Cancellations

- Order modifications: before the order enters production/stocking, the buyer may contact the seller to modify the delivery address or equipment specifications

- Order cancellations:

  - Cancellation before the order enters production/stocking: full refund available

  - Cancellation after the order enters production/stocking: the buyer shall bear costs already incurred (raw material procurement, custom processing, etc.)

  - Once production of customized equipment has commenced, cancellation is generally not accepted

- Once equipment has been shipped, modifications or cancellations are not possible

8. Delivery Exception Handling

[Lost Equipment]

If logistics information indicates the equipment has been lost, the buyer shall immediately contact the seller, and both parties will jointly initiate a claim investigation with the carrier.

[Damaged Equipment]

- If the outer packaging is visibly damaged upon receipt, please photograph the damage at the time of signing and note "outer packaging damaged" on the waybill

- Please contact the seller and platform customer service within [48] hours of signing

- For high-value equipment, buyers are advised to inspect the contents upon signing; if issues are found, refuse delivery immediately and contact the seller

[Delivery Delays]

Delivery delays caused by force majeure (natural disasters, strikes, customs inspections, epidemics, war, etc.) are not the seller's liability, but the seller shall make reasonable efforts to assist the buyer in tracking shipment status

- Delays caused by third-party logistics providers, where not attributable to force majeure, shall be treated as failure by the seller to deliver on time

[Customs Clearance Issues]

- If customs clearance is delayed due to inaccurate or incomplete clearance information provided by the buyer, related costs and losses shall be borne by the buyer

- If the equipment requires special import permits or certifications that prevent customs clearance, the buyer shall be responsible for obtaining them

9. Undeliverable Shipments

If equipment cannot be delivered and is returned for any of the following reasons:

- Incorrect or incomplete delivery address

- Refusal of delivery by the buyer

- No one available to sign for delivery or inability to contact the consignee

- Buyer's refusal to pay customs duties

The seller will contact the buyer to confirm re-shipment arrangements. Re-shipment shipping costs and related fees shall be borne by the buyer. If the buyer chooses a refund, the remaining amount will be refunded after deducting actual shipping costs, customs duties, storage fees, and handling charges incurred.

III. Dispute Resolution Mechanism

If the buyer and seller cannot reach agreement on refund, return, or delivery matters, either party may request platform intervention:

1. Platform mediation: the platform will mediate based on the facts, this policy, and relevant platform rules

2. Platform arbitration: if mediation fails, the platform will issue a final ruling based on the evidence provided

3. Legal remedies: if either party disagrees with the platform's ruling, both parties may seek resolution through legal channels in accordance with applicable law

IV. Disclaimer & Final Interpretation

4.1 Right to Amend the Policy

The Global FoodMachTech platform reserves the right to revise, adjust, or update this policy at any time in response to changes in national laws and regulations, industry regulatory requirements, business operational needs, or market conditions. The revised policy will be published as an announcement on the platform (https://www.foodmachtech.com/) and shall take effect automatically from the date of publication without individual notice to users. Buyers and sellers should review this policy regularly; continued use of platform services constitutes acknowledgment and acceptance of the latest version of this policy.

4.2 Final Interpretation

The Global FoodMachTech platform holds the final right of interpretation over all terms of this policy and any matters not expressly covered herein, and shall interpret this policy in accordance with applicable laws and the principle of good faith. In interpreting and applying this policy, the platform will adhere to the principles of good faith and fairness, but reserves the right to make independent judgments and rulings based on the specific circumstances of each case. Such rulings shall be binding on both buyers and sellers, except where mandatory provisions of law apply or a party seeks judicial relief in accordance with law.

4.3 Limitation of Liability

As an information matching and transaction service platform, the platform does not guarantee or assume liability for substantive transaction risks between buyers and sellers, including equipment quality, delivery performance, or payment capacity. To the maximum extent permitted by law, the platform shall not be liable for any indirect, incidental, profit, goodwill, or punitive damages of any kind. For specific disputes arising from transactions between buyers and sellers, the platform provides mediation and arbitration services solely in accordance with this policy and platform rules, and does not assume obligations of substitute performance or advance compensation.

4.4 Force Majeure

Neither the platform nor the seller shall be liable for breach of contract where obligations under this policy cannot be performed or are delayed due to force majeure (including but not limited to natural disasters, war, armed conflict, terrorist attacks, strikes, blockades, government actions, import/export controls, public health emergencies, cyberattacks, power outages, or interruptions to third-party communication or logistics services), but shall use reasonable efforts to notify relevant parties and take necessary measures to mitigate potential losses.

4.5 Governing Law & Jurisdiction

The formation, performance, interpretation, and dispute resolution of this policy shall be governed by the laws of the Republic of Singapore. Any dispute arising from this policy or platform services shall first be resolved through friendly negotiation between the parties. If negotiation fails, the dispute shall be submitted to the Singapore International Arbitration Centre for arbitration in accordance with its then-effective arbitration rules. The seat of arbitration shall be Singapore, and the language of arbitration shall be English.