This policy applies to all purchases made from GOLD INDUSTRY INTERNATIONAL.
1. General provisions on returns and exchanges.
Equipment, including machines and machine tools, belongs to the category of “industrial equipment” or complex technical goods manufactured to order or supplied for specific customer requirements.
Equipment of proper quality. Equipment of proper quality is not subject to return or exchange in accordance with Resolution No. 172, the List of goods not subject to exchange, Appendix No. 3 to Resolution of the Cabinet of Ministers of Ukraine dated March 19, 1994 No. 172, which includes “Technically complex non-household goods”.
Manufacturing defect. Return or exchange is possible only if a manufacturing defect or substantial non-compliance with the declared technical specifications is identified, making it impossible to use the equipment for its intended purpose.
Substantial non-compliance (substantial defect) means a defect that makes it impossible or unacceptable to use the equipment according to its direct purpose and the requirements specified in the technical passport or sales contract.
2. Key criteria for substantial non-compliance.
2.1. The Manufacturer recognizes a defect as substantial only if all of the following conditions are present:
- The equipment cannot perform its main function stated in the Technical Passport, provided that the Buyer has complied with all connection, operation, and recommended consumables requirements.
- The inability to perform the main function must be confirmed by an authorized service center of the Manufacturer.
Example: the spindle is unable to reach the minimum required RPM, preventing the work cycle from starting according to factory settings.
2.2. Critical error exceeding tolerances (accuracy violation):
The actual equipment error critically exceeds the maximum allowable errors stated in the “Machine Technical Specifications” section of the Manufacturer’s Technical Passport.
- Criterion: the error must be permanent and must exceed the tolerance stated in the Manufacturer’s Technical Passport during calibration tests provided by the manufacturer.
- Please note: the general inability to produce parts that meet third-party requirements, including the Buyer’s customers, is not a criterion for substantial non-compliance if the actual error remains within factory tolerances.
2.3. Systematic and irremediable failures after warranty repair:
The occurrence of the same defect or malfunction that is grounds for warranty repair after the Manufacturer or its authorized service center has attempted to eliminate it twice or more under the contract, and the same defect again makes operation impossible.
- Criterion: the defect must be identical in all cases.
- Confirmation condition: the claim is recognized only if two or more Certificates of Completed Work, issued by the Manufacturer, confirm the impossibility of permanently eliminating the specific defect.
- Exception: systematic failures caused by external factors, including power supply, temperature conditions, or human factor, see clause 3, are not considered systematic and irremediable.
3. What is NOT interpreted as substantial non-compliance.
It is important to distinguish a substantial defect from minor or quickly remediable defects that do not make equipment use impossible:
| Situation | Description | Substantial defect? | |
|---|---|---|---|
| Power supply violation | Equipment failure caused by voltage drops, surges, or unstable power grid operation, including absence of the required voltage stabilizer. | No | |
| Mechanical damage | Breakdowns caused by mechanical or physical impact during operation: disconnection, damage, or cable/connector rupture caused by impact, fall, negligence, or accidental contact with wiring. | No | |
| Operational failure | Failure of a non-critical sensor or detector that can be replaced within warranty repair. | No | |
| Cosmetic defect | Minor paint chip or scratch on the housing that does not affect functionality or operating accuracy. | No | |
| Minor visual differences | Minor visual differences, including paint shade, element placement, or small design-node changes, that do not affect equipment functionality or technical specifications. | No | |
| Documentation defect | Minor errors in the printed manual or its absence, provided an electronic version is available. | No | |
| Operator error | Breakage of tooling, fixtures, or the machine itself caused by incorrectly set machining parameters, failure to follow the operating manual, or ignoring system warnings. | No | |
| Consumables | Wear or failure of consumables and fast-wearing parts requiring regular replacement according to the manual, such as knives, filters, brushes, lubricants, fuses, lamps, batteries, and working fluids. | No | |
| Lack of maintenance | Faults caused by ignoring scheduled maintenance required by the manual, such as delayed lubrication of carriages, clogged filters, or lack of cooling system cleaning. | No | |
| Violation of environmental conditions | Failure caused by operation under conditions that do not meet the technical passport requirements, such as excessively high or low shop temperature, excessive humidity, heavy dust, or aggressive chemical environment. | No | |
| Unauthorized repair/modification | Attempted independent or unauthorized repair, changes to the design, software, or electronics of the equipment that led to malfunction. | No | |
| Software incompatibility | Problems caused by incompatibility or incorrect operation of third-party software, including CAD/CAM systems and operating systems, that was not supplied with the machine. | No | |
| Force majeure | Breakdowns or damage caused by force majeure circumstances: fires, floods, natural disasters, military actions, explosions, and similar events. | No | |
| Material and machining parameters | Actual speed, quality, and surface finish depend on the physical properties of the material, including hardness, viscosity, and melting temperature, the type and condition of cutting tools, and correctly selected operating modes, including spindle RPM, feed rate, and cutting depth. For example, machining composite materials often requires low RPM or special conditions to prevent overheating, melting, or deformation, and this does not indicate a manufacturing defect of the spindle or machine. | No |
4. Procedure for recording and proving non-compliance.
For non-compliance to be recognized as substantial, the customer must provide:
- Evidence: video recording of the machine operation demonstrating inability to perform the task, or photographs of the work result showing a critical error.
- Diagnostics: the opportunity for the Seller’s technical specialist or an independent service center, by agreement, to conduct diagnostics for official confirmation of non-compliance with declared parameters.
5. Terms for filing manufacturing defect claims.
Claims regarding manufacturing defects must be submitted by the customer within 10 (ten) calendar days from the date of equipment receipt.
Procedure:
- The customer must immediately send a written notice by email about the detected defect, attaching photo or video evidence and an inspection report.
- The Seller conducts an examination remotely or, if necessary, arranges a specialist visit.
- If the manufacturing defect is confirmed, the Seller undertakes to perform free repair or replacement of the equipment by agreement.
6. Refund procedure.
- Payment form: payment for equipment is made only by bank transfer to the Manufacturer’s bank account in the national currency, hryvnia, based on the Manufacturer’s invoices.
- Refund: if a refund decision is made, the funds will be returned to the same bank account from which payment was made within 14 business days from confirmation of the refund right.
7. Contacts for claim settlement.
To submit quality claims or agree on a return/exchange procedure, please contact our customer service department:
- E-mail: vector.cnc.kh@gmail.com
- Phone: +380 97 287 21 90
- Working hours: Mon-Fri, 09:00-18:00