Legal · Terms

Shipping, Returns and Refunds

This page sets out the practical terms of a mail-in repair: who pays for postage, where the risk sits while a parcel is in transit, how cancellations and refunds work, and what happens if a parcel is lost or damaged.

Last updated: 1 January 2026. Read together with the Terms of Service and the warranty terms.

Shipping to us

You arrange and pay for shipping the machine to our facility at 2140 Airport Rd, Suite 300, Wilmington, DE 19801, United States, unless we tell you in writing that a prepaid label is available for your lane. Ship with a tracked service, keep the receipt and the tracking number, and photograph the sealed parcel next to the label. Do not use an untracked service for a valuable machine; if a parcel cannot be traced, a lost-parcel investigation is much harder to run.

Shipping back to you

On standard service we pay for return shipping to the address you gave us, and the arrangement is stated in your estimate. Return shipping uses a tracked service. Where you ask for an upgrade, such as an express service or signature on delivery, the difference is quoted to you before the machine is dispatched. We ship only to the address on the work order; if you need a change, tell us before dispatch, because a parcel already in the network usually cannot be redirected.

Risk during transit

Risk on the outbound leg, meaning from your door to our facility, rests with you, because you choose and control the carrier. Risk on the return leg, meaning from our facility to your door, rests with us until the parcel is delivered, provided you gave us a correct address. We strongly recommend insuring the outbound shipment for its replacement value. If a parcel is damaged in transit, keep all the packaging and photograph it before you do anything else; carriers require the original packing materials to assess a claim.

Customs, duty and tax

Our prices are in US dollars and do not include duty or tax. Where a customs authority assesses a charge on an inbound parcel, the recipient pays it before delivery. We provide declaration wording for your lane and we complete the export side of a return with matching wording, but we cannot control how a particular customs office treats a parcel. Choosing an accurate, realistic declaration is the best way to avoid a delay or a charge.

Cancellations

You may cancel before you ship the machine at no cost. If the machine is already with us, you may cancel at any time before you approve the estimate, and we return the machine as it arrived; any diagnostic fee that applied remains payable. Once you have approved the estimate and the repair is under way, cancellation is no longer possible in the ordinary case, because parts may already have been fitted or ordered for your specific model. If you need to stop a repair that has begun, contact us immediately and we will tell you honestly what can still be undone.

Refunds

Where a repair cannot be completed, you pay only for the work actually performed and any parts consumed, and we refund the remainder of anything you have paid. Where a fault we repaired returns within the six-month warranty window, the remedy is a free re-repair rather than a refund, as set out on the warranty page. Where the law gives you a right to a refund that cannot be excluded, that right is unaffected by anything on this page. Refunds are returned by the method you paid with, within a reasonable period after we agree the amount.

Lost or damaged parcels

If a parcel you sent us goes missing, start a claim with your carrier and send us the tracking number and claim reference. We will provide any documentation you need, such as the intake record if the parcel arrived and later went astray, but we cannot submit a claim on your carrier account. If a parcel is lost on the return leg, we own that risk: we will start the carrier claim, keep you informed, and make the situation right in line with the value recorded on the work order. If a parcel arrives damaged, report it to us within a reasonable time and keep every piece of packaging until the claim is settled.

Unclaimed and unreturnable machines

If a machine is ready for return and we cannot reach you, we will try your email and telephone using the details on the work order. If a machine remains unclaimed for an extended period after reasonable attempts to contact you, we may charge storage, and in the last resort we may dispose of the machine after written notice, as the law permits. Keeping your contact details current is the simplest way to avoid this entirely.

Contact

Shipping, returns and refund questions go to [email protected], or to the support line on +1 (302) 555-0184. Billing questions go to [email protected].