Shipping & Return Policy

Shipping Policy

We make every effort to manufacture, process, and deliver orders safely and within the committed timeline.

Order Processing

• Orders are processed after final order confirmation and receipt of the required payment, where applicable.
• Standard products are generally processed within the agreed business timeline.
• Customized or made-to-order industrial machines may require additional manufacturing time depending on project specifications.
• Orders are processed on business days, Monday to Saturday, excluding Sundays and public holidays.

Shipping & Delivery

• Delivery schedules vary according to product type, customization requirements, production schedule, destination, and logistics availability.
• After dispatch, shipment and tracking details will be shared by email, phone, or WhatsApp wherever applicable.
• Domestic and international shipping options are available based on customer requirements.
• Applicable shipping charges will be communicated during the quotation or order confirmation process.
• Customers must provide accurate shipping and contact information to avoid delivery delays.

Return Policy

We accept requests for defective and non-defective product returns within 7 days from delivery, provided the eligibility requirements below are met.

Return Eligibility

To qualify for a return, the product must:

• Be unused and in its original condition.
• Be returned in its original packaging wherever applicable.
• Include all supplied accessories, manuals, labels, and documents.
• Be accompanied by the original invoice or proof of purchase.

Customers may be asked to provide photographs or videos for verification. Every returned product is inspected before a refund or replacement is approved.

Products Not Eligible for Return

• Customized or made-to-order industrial machines.
• Products manufactured according to customer specifications.
• Products damaged by improper installation, misuse, negligence, or unauthorized modification.
• Products returned after the 7-day return period.
• Products that have been used or altered, or are missing original accessories or documentation.

Return Shipping Charges

Customers are responsible for shipping charges on approved non-defective returns. If an item is defective, damaged in transit, or incorrectly supplied, Santec Group will review the request and, where approved, provide an appropriate repair, replacement, or refund.

Refund Policy

We will notify you of the return status after the product has been received and inspected.

• Approved refunds will be processed within 7 business days.
• Refunds will be issued through the original payment method wherever possible.
• Your bank or payment provider may require additional time to reflect the refunded amount.

How to Request a Return

1. Contact our customer support team within 7 days of receiving your order.
2. Provide your order number, invoice number, or purchase order details.
3. For damaged, defective, or incorrect products, share clear photographs or videos.
4. Follow the return instructions provided after our support team reviews the request.
5. After inspection and approval, the refund, repair, or replacement process will begin.

Order Cancellation

• Orders may be cancelled before production or dispatch begins.
• Cancellation requests for customized or made-to-order machinery may not be accepted after manufacturing has started.
• Any cancellation charges will be communicated according to the production stage of the order.