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      1. Grinding Technology 101
      2. General

      How Do I Return Parts Under the 30-Day RMA Policy?

      Return parts within 30 days for defects or non-compliance, in original condition with RMA number. Customers pay return shipping unless defective. Eligible returns may receive repair, replacement, refund, or credit. Restocking fees may apply.

      Return Merchandise Authorization (RMA) Policy
      Effective Date: June 2, 2025

      At SupertecUSA, we are committed to ensuring customer satisfaction and product quality. Our Return Merchandise Authorization (RMA) policy outlines the process for returning machinery within 30 days of purchase for repair, replacement, or refund under specific conditions. This policy applies to all products purchased directly SupertecUSA.

      1. Eligibility for Returns
      • Timeframe: Returns must be initiated within 30 calendar days from the invoice date. After 30 days, all sales are final unless covered by an active warranty.
      • Condition: Products must be:
        • Unused, in original condition, and in original packaging with all manuals, accessories, and components.
        • Defective or non-compliant with the agreed-upon specifications as outlined in the purchase contract.
        • Accompanied by proof of purchase (e.g., invoice or order number).
      • Non-Returnable Items: Customized machinery, software-only products, or items marked as “final sale” are not eligible for return unless defective under warranty terms.
      • Warranty Returns: For defective products under warranty, returns may be initiated beyond 30 days, subject to warranty terms.
      1. Initiating an RMA
      • Request Process: To initiate a return, contact our Customer Service team via phone 562-220-1675 or email, parts@supertecusa.com
      • Required Information: Provide the following:
        • Order number and purchase date.
        • Detailed description of the issue or reason for return (e.g., defect, incorrect item).
        • Photos or videos documenting defects, if applicable.
      • RMA Number: Upon approval, you will receive an RMA number and return instructions within [3-5] business days. Returns without an RMA number will be refused.
      • RMA Validity: The RMA number is valid for 30 calendar days from issuance. Returns received after this period may be rejected.
      1. Packaging and Shipping
      • Packaging Requirements: Securely package the machinery in its original packaging to prevent damage during transit. Include all original components, manuals, and accessories.
      • Shipping Instructions:
        • Clearly mark the RMA number on the outside of the package.
        • Use a trackable shipping service (e.g., FedEx, UPS) and retain tracking information.
        • Customers are responsible for return shipping costs unless the return is due to a verified defect or our error, in which case SupertecUSA will provide a prepaid shipping label.
      • Risk of Loss: SupertecUSA is not responsible for items lost or damaged during return shipping unless a prepaid label is provided.
      1. Inspection and Resolution
      • Inspection Process: Upon receipt, our team will inspect the returned machinery within [5-7] business days to verify eligibility and condition.
      • Resolution Options:
        • Defective Products: If a defect is confirmed, we will, at our discretion:
          • Repair the product and return it at no cost to the customer.
          • Replace the product with an identical or equivalent model, if available.
          • Issue a full refund to the original payment method or a credit memo for future purchases.
        • Non-Defective Returns: For returns due to customer error (e.g., ordering the wrong item), a restocking fee of 15% of the item’s value may apply. A credit memo will be issued unless a refund is agreed upon.
        • Non-Eligible Returns: Items not meeting return criteria will be returned to the customer at their expense or held for [30] days before disposal.
      • Notification: Customers will be notified of the inspection outcome and resolution via email or phone.
      1. Refunds and Credit Memos
      • Refunds: Refunds, if approved, will be processed to the original payment method within [7-10] business days after inspection. Shipping costs are non-refundable unless the return is due to our error.
      • Credit Memos: For B2B customers or non-defective returns, we may issue a credit memo valid for [12 months] toward future purchases, at our discretion.
      • Exclusions: Refunds or credits will not be issued for items damaged due to improper handling, installation, or use by the customer.
      1. Additional Terms
      • Fraud Prevention: We reserve the right to deny returns suspected of fraud, such as counterfeit products or abuse of the return policy.
      • B2B Contracts: For distributor or bulk purchases, refer to your contract for specific RMA terms, which may supersede this policy.
      • International Returns: International customers must contact Customer Service for region-specific RMA procedures and shipping instructions.
      • Legal Compliance: This policy complies with applicable laws, including the Uniform Commercial Code, ensuring refunds or replacements for defective or non-conforming products.
      1. Contact Us

      For RMA requests or questions, contact us at:

      • Email: parts@supertecusa.com
      • Phone: 562-220-1675

      We strive to process RMAs efficiently to ensure your satisfaction. Please review this policy before initiating a return, and ensure all steps are followed to avoid delays.