Important: Due to the specialized nature of heavy engineering equipment, all sales are generally considered final. Please read this policy carefully and consider a pre-purchase inspection before ordering.
1. Overview
At Zhencore Machinery, we understand that purchasing heavy machinery is a significant investment. We are committed to transparency and customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be considered and the process for requesting them.
2. Pre-Purchase Inspections
We strongly encourage all buyers to arrange a pre-purchase inspection before finalizing their order. We offer:
On-site Inspections: Schedule an appointment to inspect equipment at our facilities
Third-Party Inspections: We can arrange independent inspection services
Virtual Inspections: Video call inspections for international buyers
Detailed Reports: Comprehensive condition reports with photographs
Conducting an inspection helps ensure you're fully informed before committing to a purchase and significantly reduces the likelihood of disputes after sale.
3. General Refund Policy
3.1 New Equipment
New equipment purchases may be eligible for refund under the following conditions:
The equipment has not been delivered or shipped
Cancellation is requested within 48 hours of order confirmation
Administrative fees may apply (up to 5% of order value)
3.2 Used Equipment
Used equipment is sold "as-is, where-is" and is generally non-refundable. However, we may consider refund requests in cases of:
Significant undisclosed defects not reflected in the listing
Material misrepresentation of equipment specifications
Equipment substantially different from listing description
4. Non-Refundable Circumstances
Refunds will NOT be provided for:
Buyer's remorse or change of mind after equipment has shipped
Issues disclosed in the listing or inspection report
Minor cosmetic differences between photos and actual equipment
Normal wear and tear consistent with equipment age and hours
Equipment damaged after delivery due to buyer handling or operation
Compatibility issues with buyer's existing equipment or operations
Currency fluctuations affecting the effective price paid
5. Order Cancellation
5.1 Before Shipping
If you wish to cancel an order before it has shipped:
Contact us immediately with your order reference number
Cancellation requests within 48 hours: Full refund minus administrative fees
Cancellation requests after 48 hours: Subject to review; restocking fees may apply
5.2 After Shipping
Once equipment has been shipped:
Cancellation is generally not possible
Buyer is responsible for all shipping costs incurred
If shipment is refused, return shipping and restocking fees will apply
6. Refund Process
6.1 Submitting a Claim
To request a refund:
Contact us within 48 hours of delivery (or of identifying an issue)
Provide your order reference number
Describe the issue in detail with supporting documentation
Include photographs or videos clearly showing the problem
Do not operate or modify the equipment after identifying the issue
6.2 Review Process
Our team will:
Acknowledge your claim within 24-48 hours
Review all documentation and evidence provided
Compare with original listing information and inspection reports
Request additional information if needed
Provide a determination within 5-10 business days
6.3 Resolution Options
If your claim is approved, resolution may include:
Full Refund: Return of purchase price (equipment must be returned)
Partial Refund: Compensation for diminished value
Repair Credit: Credit toward repair costs
Exchange: Replacement with comparable equipment (subject to availability)
7. Shipping Damage Claims
For equipment damaged during shipping:
Inspect equipment thoroughly upon delivery
Note any visible damage on delivery documents
Photograph all damage before signing delivery receipt
Report damage to us within 48 hours of delivery
Do not operate damaged equipment
Shipping insurance claims will be filed on your behalf. Resolution depends on insurance carrier determination.
8. Refund Methods
Approved refunds will be processed via:
Cryptocurrency: Refund to your designated wallet (same currency as original payment)
Wire Transfer: Return to original sending account or designated account
Refunds are typically processed within 5-10 business days of approval. Bank processing times may cause additional delays for wire transfers.
9. Restocking Fees
Where applicable, restocking fees may be deducted from refunds:
Standard restocking fee: 10-15% of equipment value
Administrative processing fee: Up to 5%
Return shipping costs: Buyer's responsibility
Restocking fees do not apply to claims based on valid misrepresentation.
