1. Scope of Application
This Refund & Return Policy applies to food-processing machinery, equipment, spare parts, consumables, and related products ordered through the Global FoodMachTech platform at https://www.foodmachtech.com/.
Food-processing machinery is generally industrial equipment. Its size, weight, value, installation requirements, customisation, and intended commercial use mean that inspection, return, repair, and refund arrangements differ from ordinary retail goods. Buyers should review this Policy, the product specifications, quotation, order, warranty, and any additional seller terms before placing an order.
For this Policy:
• Platform means the Global FoodMachTech services operated for the relevant transaction by FOOD MACH TECHNOLOGY INTERNATIONAL (FMTI) PTE. LTD., subject to confirmation in the Terms & Conditions.
• Seller means the seller identified in the applicable listing, quotation, order, or invoice. A Seller may be independent from the Platform.
• Buyer means the business or authorised business representative placing the order.
If a written order, transaction-services agreement, or mandatory law gives the Buyer a greater non-excludable right, that right prevails to the extent of the inconsistency.
2. Equipment Inspection Period
Upon receipt, the Buyer must complete an exterior inspection and basic functional acceptance within the applicable period below:
• Standard equipment, including fruit and vegetable washing lines, packaging equipment, and similar machinery: within 7 business days after receipt.
• Customised or non-standard equipment: within 15 business days after receipt.
• Used or refurbished equipment: within 5 business days after receipt.
• Spare parts and consumables: within 7 business days after receipt.
The Buyer should inspect packaging, model, quantity, visible condition, essential components, and basic operation to the extent reasonably possible without unsafe or destructive testing.
Machinery and equipment have relatively short inspection periods. Failure to raise a written objection within the applicable inspection period may be treated as acceptance of visible condition and basic conformity, subject to:
• latent defects that could not reasonably have been discovered during the inspection;
• the applicable warranty;
• fraud or deliberate concealment; and
• rights or remedies that cannot be excluded under applicable law.
3. Return Request Windows
3.1 Defect or non-conformity claims
A request based on visible damage, incorrect model, missing essential components, material non-conformity, or another issue discoverable through the required inspection should be submitted within the applicable inspection period in Section 2.
3.2 Expressly offered voluntary returns
If the applicable product page, quotation, order, or Seller expressly offers a voluntary return for an unused, standard, non-customised item, the Buyer must submit the request within the stated period. If no period is stated but a 14-day voluntary return is expressly offered, the request must be submitted within 14 calendar days after delivery.
This Section does not create a universal no-reason return right for customised, installed, used, accepted, or industrial equipment.
3.3 Mandatory or programme-specific rights
Any return or refund period required by mandatory applicable law, the confirmed order, or an applicable bank, card, payment, or acquiring programme remains effective. Nothing in this Policy reduces a right that cannot legally be reduced.
4. Return Eligibility Conditions
Unless the return is approved as a remedy for a defect or non-conformity that makes a condition inapplicable, returned equipment must meet all of the following conditions:
• it has not been installed or put into commercial use, except for reasonable inspection or authorised factory testing;
• it remains in its original condition and has not been modified, disassembled, or altered;
• all original accessories, technical documents, tools, components, and packaging materials are complete;
• the Buyer provides the Platform order number and valid proof of purchase;
• the request is submitted within the applicable period;
• the Buyer provides the evidence reasonably required to assess the request; and
• the Buyer follows the approved RMA and return-shipping instructions.
5. Non-Returnable Items and Final Sale
Returns are generally not accepted in the following circumstances, except where the Seller is responsible for a defect or non-conformity, the parties agree otherwise, or applicable law requires a remedy:
• Customised equipment: non-standard equipment designed, modified, or manufactured to the Buyer's specifications.
• Equipment already installed or put into commercial use, other than reasonable authorised testing.
• Equipment that cannot be used because of a Buyer-related reason, including incorrect model selection, unsuitable premises, incompatible voltage or power supply, insufficient utilities, or failure to meet installation requirements.
• Damage or malfunction caused by misuse, collision, negligence, unauthorised modification, improper installation, unauthorised repair, or other Buyer-related conduct.
• Equipment for which the applicable inspection or return-request period has expired, subject to latent-defect, warranty, fraud, and mandatory-law rights.
• Used or refurbished equipment clearly marked “sold as-is,” except for undisclosed material non-conformity or a non-excludable right.
• Equipment clearly marked “returns not accepted” before purchase, except where such an exclusion is not lawful or the Seller is responsible.
• Clearance or promotional equipment where the sales page clearly states that returns are not accepted, subject to applicable law.
• Consumables, hygiene-sensitive items, or wear parts that have been opened or used and cannot safely be resold, unless defective.
Transportation, disassembly, lifting, packaging, storage, and reinstallation costs for industrial equipment can be substantial. The Platform generally does not support no-reason returns for customised equipment or equipment that has been delivered, inspected, and accepted.
6. Scenarios Eligible for a Remedy
Depending on the facts, evidence, applicable order, warranty, and law, an available remedy may include repair, technical support, replacement parts, exchange, price adjustment, return, refund, or another agreed solution.
6.1 Serious quality defect
If the Buyer discovers a serious quality defect during the applicable inspection period, excluding normal wear and tear, it may submit a claim with sufficient evidence. For a latent defect, the Buyer should notify the Seller promptly after discovery and within the applicable warranty or legal period.
Evidence may include photographs, videos, operating records, error logs, technical reports, or an inspection report.
6.2 Equipment materially not as described
A claim may be submitted where the equipment materially differs from the confirmed product page, quotation, or order, including:
• incorrect model;
• material specification deviation;
• missing core configuration;
• materially different technical parameters; or
• missing essential components.
6.3 Wrong equipment shipped
If the model, specifications, quantity, or essential configuration shipped by the Seller does not match the confirmed order, the Buyer may request an appropriate remedy.
6.4 Seller's failure to fulfil the order
If the Seller fails to deliver within the agreed timeframe for a reason attributable to the Seller, the Buyer may request cancellation and/or a refund, subject to the order, Shipping & Delivery Policy, and applicable law.
6.5 Damage in transit
Transit-damage claims are handled together with the Shipping & Delivery Policy. The Buyer must preserve packaging, take photographs or video, note visible damage on the transport document where possible, and notify the Seller and Platform within 48 hours after delivery for visible damage. This notice period does not extinguish a right that cannot lawfully be extinguished.
7. Supporting Documentation
The Buyer must provide, as applicable:
• Platform order number and proof of purchase;
• photographs and/or video of the equipment and packaging;
• a detailed description and timeline;
• model, serial number, configuration, and operating conditions;
• delivery, waybill, bill of lading, or tracking records;
• installation, maintenance, or operating records;
• correspondence with the Seller or carrier; and
• other evidence reasonably requested to verify the claim.
For quality-related claims, the Platform or Seller may request a report from an authorised or mutually recognised independent inspection institution. Responsibility for the inspection cost will be determined according to fault, the order, and applicable law.
8. Return and Refund Process
Step 1 - Submit the request
Within the applicable period, submit the request through the Platform's Order Center, Online Customer Service, or the verified contact method.
Step 2 - Provide evidence
Provide the order number, requested remedy, reason, and complete supporting material.
Step 3 - Seller response
The Seller should respond within 24 hours after receiving a complete request. A response may acknowledge the request, ask for necessary evidence, propose remote diagnosis or repair, or state the decision and reasons. Complex technical assessment may take longer, but the Seller should keep the Buyer informed.
Step 4 - Return authorisation
If a physical return is approved, the Buyer will receive a Return Merchandise Authorisation (RMA) number and designated return instructions and address.
Do not return equipment to an address that has not been authorised in writing.
Step 5 - Return shipment
The equipment must be safely de-installed where applicable, fully inventoried, packaged to carrier and equipment requirements, labelled with the RMA, adequately insured where appropriate, and shipped to the approved address.
Step 6 - Inspection and decision
After receipt, the Seller should normally complete the return inspection within 7 business days. If additional testing is reasonably necessary, the Seller should explain the reason and expected completion date.
If the equipment meets the approved conditions, the refund, exchange, repair, or other remedy will be processed. Equipment returned without prior application and approval may be refused and may not qualify for a refund.
9. Return Shipping and Related Costs
9.1 Seller-responsible cases
Return freight and reasonable necessary return costs are generally borne by the Seller where:
• the equipment has a confirmed defect attributable to the Seller;
• the Seller shipped the wrong equipment; or
• the equipment materially differs from the confirmed order or description.
The method and cost must be approved in advance. A Buyer who selects an unapproved premium service may be responsible for the excess cost.
9.2 Buyer-responsible cases
The Buyer generally bears return freight and related costs where the return results from:
• incorrect model selection;
• unsuitable premises, power supply, utilities, or installation conditions;
• a change in the Buyer's requirements;
• a voluntary return not caused by Seller fault; or
• another circumstance attributable to the Buyer.
9.3 Customised equipment
Customised equipment is generally non-returnable. If the parties exceptionally approve a return, cost allocation will be agreed in writing; unless otherwise agreed, the Buyer generally bears transportation and related costs.
9.4 International returns
For cross-border returns:
• international return freight must normally be prepaid; freight-collect or COD returns are not accepted without written approval;
• the responsible party should use a carrier suitable for industrial equipment and obtain adequate cargo insurance where appropriate;
• duties, import taxes, export fees, brokerage, storage, and government charges are generally non-refundable and are allocated under the order, applicable law, and responsibility for the return;
• where the return is caused by the Seller's confirmed fault, the Seller generally bears reasonable necessary return costs to the extent agreed or legally required;
• where the return is Buyer-related or voluntary, the Buyer generally bears the charges; and
• disassembly, packaging, loading, hoisting, storage, and reinstallation costs are borne by the responsible party unless otherwise agreed.
9.5 Restocking and value deductions
The Platform does not charge a restocking fee merely for submitting a request. For an approved return, a restocking fee or value deduction may be applied only if it was clearly disclosed in the confirmed order, reflects a lawful and reasonable cost or reduction in value, and is permitted by applicable law. No such fee is charged where prohibited or where the return results from the Seller's confirmed fault.
10. Refund Method and Timeline
Approved refunds will generally be returned through the original payment method where technically possible.
Estimated processing times after approval are:
• Bank wire transfer (T/T): approximately 5-10 business days.
• Credit card: approximately 7-14 business days.
After the Seller receives and inspects returned equipment, refund eligibility should normally be confirmed within 7 business days. Bank, payment-processor, card-network, foreign-exchange, sanctions-screening, and international-settlement processes may affect the time funds appear in the Buyer's account.
If the original method cannot receive the refund, an alternative method may be used after identity, account ownership, fraud, and compliance checks. The Buyer must not request payment to an unrelated third party.
11. Late or Missing Refunds
If an approved refund has not arrived after the expected processing period:
• check the relevant bank or card account;
• contact the bank, card issuer, or payment provider because posting can take additional time;
• confirm that the payment details supplied for the refund are correct; and
• contact the Platform using the verified @foodmachtech.com mailbox.
12. Repair and Exchange as Alternative Solutions
Because physical return of industrial machinery may be costly and disruptive, the parties should consider a proportionate solution before return, including:
• On-site repair: a technician attends the Buyer's premises where available and agreed.
• Remote technical support: diagnosis by video, remote tools, manuals, or other assistance.
• Parts replacement: replacement parts are shipped for installation by the Buyer, local technicians, or the Seller's authorised technician.
• Equipment exchange: replacement equipment is provided and the affected equipment is returned under agreed arrangements.
• Price adjustment or service credit: where appropriate and agreed in writing.
Costs are allocated according to responsibility, the warranty, the order, and the parties' written agreement.
13. Warranty
The Platform encourages Sellers to provide a warranty period of at least 12 months, subject to the warranty information on the product page, quotation, order, warranty certificate, or Seller documentation.
For non-human-caused quality issues during the applicable warranty, the Seller should provide repair, replacement parts, or technical support under the warranty terms.
Warranty coverage generally does not include:
• normal wear and tear;
• wear parts and consumables;
• damage caused by improper operation, unsuitable utilities, or failure to follow instructions;
• unauthorised modification, disassembly, repair, or installation;
• failure to perform required maintenance; or
• use outside confirmed specifications or environmental conditions.
Issues arising after the return inspection period but within the warranty period are generally handled under the warranty rather than as a no-reason return.
14. Cancellations
Cancellation before production or stocking begins may qualify for a full refund. If production, procurement, or custom processing has begun, the Buyer may be responsible for documented costs already incurred. Once customised production has begun, cancellation is generally not accepted. Once equipment has shipped, cancellation is generally unavailable and the return rules apply.
The confirmed order and the Shipping & Delivery Policy control the detailed cancellation process.
15. Dispute Resolution
15.1 Good-faith resolution
The Buyer and Seller should first attempt to resolve the matter through good-faith communication using the order record and supporting evidence.
15.2 Platform mediation
Either party may request Platform assistance. The Platform may facilitate communications, review submitted records, and propose a non-binding resolution under this Policy and other platform rules.
15.3 Platform measures
Where authorised by the applicable platform or transaction-services agreement, the Platform may take administrative measures within its control, such as preserving records, restricting an account, or handling protected funds. A platform-level decision is not an arbitral award and does not replace rights under applicable law.
15.4 Legal remedies and SIAC
A dispute solely between Buyer and an independent Seller is governed by their confirmed order and applicable dispute clause.
To the extent a dispute arises out of this Policy or Platform Services and involves FMTI, it is governed by the laws of the Republic of Singapore, subject to mandatory law. Any such dispute not resolved through good-faith negotiation shall be referred to and finally resolved by arbitration administered by the Singapore International Arbitration Centre (SIAC) in accordance with the SIAC Rules for the time being in force. The seat shall be Singapore, the tribunal shall consist of one arbitrator, the language shall be English, and the arbitration agreement shall be governed by Singapore law.
16. General Provisions
16.1 Amendments
The Platform may revise this Policy in response to changes in law, industry requirements, operations, or market conditions. The effective date will be updated and material changes will receive additional notice where required. Changes will not retroactively reduce accrued rights where prohibited by law.
16.2 Interpretation and mandatory rights
This Policy is interpreted in good faith with the Terms & Conditions, confirmed order, warranty, and applicable law. Nothing excludes or restricts a right that cannot legally be excluded or restricted.
16.3 Limitation of liability
The limitations in the Terms & Conditions apply to this Policy to the maximum extent permitted by law. Platform mediation is not insurance, substitute performance, or advance compensation unless expressly stated in a transaction-services agreement.
16.4 Force majeure
Neither the Platform nor a Seller is liable for delay or failure caused by events beyond reasonable control, subject to reasonable notice and mitigation obligations and any mandatory law.
