Shipping, Warranty & Returns

Last updated: 9 November 2026. Samples, custom projects and volume orders may have different arrangements. The quotation, contract and order confirmation control.

1. Shipping and delivery

Direct sample orders are recorded first; the team then confirms stock, address, freight and applicable taxes before sending payment instructions. This site does not collect card information. Cross-border shipments may incur duties, import VAT, clearance and local delivery charges; unless the contract expressly states DDP, these are generally the buyer’s responsibility.

The supplied United States DHL parcel reference is approximately 8–12 days at USD 8–10/kg. It is a budgeting reference only, not a guaranteed transit time or universal rate. Transit runs from carrier collection and excludes production, weekends, customs inspection, weather, strikes or force majeure.

Trade terms, risk transfer, insurance and customs responsibility follow the Incoterms 2020 term in the quotation. Insurance must be agreed in writing before shipment.

2. Inspection and issue reporting

The buyer should inspect quantity, model, appearance and basic functions within a reasonable time and retain packaging, labels, photos or video. For shortage, wrong item or transit damage, provide the order reference, affected quantity, description and evidence promptly. Carrier claims may require retaining packaging and meeting specified deadlines.

3. Returns, replacement and cancellation

Any return or replacement requires written authorisation and a return address; unauthorised shipments may not be processed. For confirmed quality issues, remedies may include repair, replacement parts, exchange or the remedy agreed in the contract. Change-of-mind returns, customised products, branded goods and orders already in production require separate agreement on acceptance and costs.

4. Warranty scope and exclusions

Where an order or product document provides a warranty, its period, coverage and process control. Normal wear, misuse, drops, liquid damage, incorrect voltage, unauthorised disassembly or modification, non-specified consumables, software changes or third-party services are generally excluded. Consumables such as thermal paper are expendable. Any “one-year warranty” statement is subject to these conditions and applicable law.

5. After-sales support

Contact Contact with the order reference, model, purchase channel, issue description and photos/video. We will first identify whether the issue relates to use, configuration, consumables, transport or the product, then propose a resolution.

This page does not limit rights under applicable consumer law that cannot be excluded. The complete liability and dispute terms for B2B transactions are in the Terms of Use.