返金ポリシー

Last updated: 14 October 2026

This policy explains how returns, cancellations and refunds work for orders placed with Dongguan Xiangwang Machinery Parts Co., Ltd. (trading as "XW Machinery", "we", "us"). It applies differently to standard stock items and made-to-order items, and, where required by law, differently to business buyers and consumers.

1. Standard stock items – 30-day return window

You may request a return of a standard stock item within 30 days of receiving it. Standard stock items are products offered to a published specification, such as standard air shafts, safety chucks, magnetic powder brakes and clutches, web guide controllers, tension controllers and sensors.

To be eligible, the item must be:

• unused, uninstalled and in the same condition in which you received it;
• in its original packaging, with all accessories, documentation and protective fittings;
• accompanied by your receipt, invoice or other proof of purchase.

Items that have been installed, machined, modified, or that were damaged after delivery cannot be returned as unused stock.

2. Made-to-order and custom items

Products manufactured to your drawings, samples or specifications — including custom-length air shafts, special key strip or lug configurations, non-standard flanges, journals, materials or coatings, and OEM products — are built specifically for you. They are not eligible for return or refund on the grounds of change of mind, a specification ordered in error, or unsuitability for an application that was not disclosed to us before production began.

We will accept a return, rework, replacement or refund for a custom item where:

• the item does not conform to the drawings or specification confirmed in writing before production;
• the item has a manufacturing or material defect;
• we shipped the wrong item, the wrong specification, or the wrong quantity.

Where a non-conformity can be corrected by rework, we will agree with you in writing whether the item is reworked, replaced or refunded.

Business buyers: please notify us of any defect that would have been apparent on reasonable inspection within the inspection period set out in your order confirmation or quotation. Consumers: nothing in this section removes any non-waivable statutory right you have under the consumer law of your country of residence, including the right to a remedy where goods are not of satisfactory quality, not fit for purpose, or not as described.

3. Who pays the return shipping cost

Return shipping cost is allocated as follows. We will confirm which line applies to your return in writing, before you ship anything back.

Situation	Who pays the return shipping
The item is defective, does not conform to the drawings or specification confirmed in writing, or is covered by a valid warranty claim	We pay. We arrange and pay the return freight and the freight for shipping the replacement to you.
We shipped the wrong item, the wrong specification, or the wrong quantity	We pay. We arrange and pay the return freight and the freight for shipping the correct item to you.
The item arrived damaged in transit	We pay. Report the damage within 7 days of delivery with photographs of the outer packaging and the product; we will handle the carrier claim and arrange collection or replacement.
A standard stock item is returned because it is no longer needed, the wrong model or specification was ordered, or the item does not suit an application that was not disclosed to us before ordering	You pay. Return freight, insurance, import duties and any taxes arising on the return shipment are your responsibility. The refund covers the product price; the original outbound shipping charge is not refunded unless required by law.
A consumer exercises a statutory right of withdrawal (for example the 14-day cooling-off period in the EU or the UK)	You pay the direct cost of returning the goods, unless we have agreed otherwise in writing. We will refund the standard outbound delivery cost.

If you bear the return shipping cost under the table above, but inspection shows the item was defective or non-conforming, we will reimburse your reasonable return shipping cost together with the refund.

For heavy or oversized items such as long air shafts and shafts over 2 metres, we normally arrange collection through our own freight forwarder rather than asking you to book a carrier, because of the packaging and handling these items require. Contact us and we will quote and arrange it.

4. How to start a return

1. Email support@xw-machinery.com (or your usual sales contact) with your order number, product model, quantity, the reason for the return, and photographs or video of the item and its packaging.
2. We will assess the request and reply within 2 business days, confirming whether the return is accepted, who bears the shipping cost, your return authorisation number (RMA), and the confirmed shipping address.
3. Ship the item in its original packaging with the RMA number clearly marked on the outside of the package. For air shafts and other precision components, protect the journals, key strips and valve from impact.
4. We inspect the item after it arrives and notify you of the outcome.

Please do not ship any goods back until you have received our written confirmation. Goods shipped without a return authorisation may be refused, or held at your risk and cost.

5. Return address

Manufacturing and after-sales address (used for most returns):
Gangying Fashion Industrial Park, Qingzhang Road, Qingxi Town, Dongguan, Guangdong, China.

Hong Kong office (payments, receipt of returned goods, business negotiation and cooperation):
Room 701, Unit 108, 7/F, 14 Science Museum Road, Tsim Sha Tsui, Kowloon, Hong Kong SAR, China.

Our written confirmation will specify which of these addresses to use for your specific return, together with the recipient name, telephone number and any customs paperwork required. Do not send goods to the Hong Kong office unless we have confirmed that address for your return.

6. Transport damage and shortages

Please inspect your order on arrival. If an item is defective, damaged in transit, or you received the wrong item or quantity, contact us within 7 days of delivery with photographs of the outer packaging, the inner packaging and the product, so that we can evaluate the issue and put it right. Keep all packaging until the claim is closed, as carriers usually require it for inspection.

7. Inspection and refund timing

After we receive and inspect your return, we will notify you whether the refund is approved. If approved, the refund is issued to your original payment method within 10 business days of approval. Your bank or card issuer may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received the refund, please contact support@xw-machinery.com.

8. Exchanges and rework

Where you need a different specification, the fastest route is usually to return the original item for a refund once the return is accepted, and place a separate order, because custom items are built to order. Where a custom item can be reworked instead of replaced, we will agree the rework and the schedule with you in writing.

9. Warranty

Warranty terms, including the warranty period for each product, are set out in your quotation, order confirmation or pro-forma invoice. Warranty claims follow the shipping-cost allocation in section 3. Nothing in this policy limits any non-waivable statutory warranty right you have under the law of your country of residence.

10. Statutory rights – European Union and United Kingdom 14-day cooling-off period

Notwithstanding the above, where goods are shipped into the European Union or the United Kingdom and you are a consumer, you have the right to cancel or return your order within 14 days of delivery, for any reason and without giving justification. The item must be in the same condition in which you received it, unused, with its original packaging and proof of purchase. You bear the direct cost of returning the goods, and we will refund the standard outbound delivery cost.

Made-to-order and custom goods are excluded from this right to the extent the exclusion applies under the law of your country of residence. Where the exclusion does not apply, we will tell you before production begins.

11. Contact

Questions about returns and refunds: support@xw-machinery.com, telephone +86 180 3839 0751.