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Do not send anything back before contacting us. Every return needs a written Return Authorisation number, otherwise we cannot identify it or credit it when it arrives.
Scope
This policy covers goods supplied by SH System Engineering to business customers. Faults arising in use are handled under our Warranty Policy rather than as a return.
Report a problem quickly
Please inspect every delivery on arrival. Shortages, incorrect items and visible transit damage must be reported within 7 days of delivery, in writing, with photographs and the delivery note reference. Claims raised after that period are difficult to pursue with carriers and manufacturers.
Return authorisation
Contact us before returning anything. We will confirm whether a return is appropriate and issue a Return Authorisation (RA) number, the return address and any packing instructions. Write the RA number clearly on the outside of the package and include a copy of the paperwork inside.
What can be returned
- Standard stock items supplied in error by us
- Standard stock items in unused, resaleable condition and original packaging, where a return is agreed in advance
- Goods damaged in transit, reported within the period above
- Items that do not match the description or specification stated on our order acknowledgement
What cannot be returned
- Machines and assemblies manufactured, modified or built to your specification
- Equipment imported or ordered specifically against your purchase order
- Electrodes, tips, caps, shanks and other consumables once used or unpackaged
- Cables cut to length, and any item cut, drilled or altered after delivery
- Goods damaged by incorrect installation, incorrect supply voltage, inadequate cooling or misuse
- Items returned without a Return Authorisation number
Condition of returned goods
Returned items must be complete, unused and adequately protected for transit. Goods that arrive damaged because of poor packing, or that show signs of installation or use, may be refused or credited at a reduced value. We will always tell you before we do that.
Restocking charges
Where goods are returned for reasons other than our error, a restocking charge may apply to cover handling, inspection, repackaging and any manufacturer charge passed on to us. The charge is confirmed in writing when the Return Authorisation is issued, so there are no surprises. Return freight in these cases is at your cost.
Incorrect or damaged goods
If we shipped the wrong item, or the item arrived damaged and you reported it in time, we arrange and pay for collection and either replace the item or issue a full credit — your choice. No restocking charge applies.
Refunds
Once returned goods have been received and inspected, we will confirm the outcome and issue a credit note or refund to the original payment method. Where an account is held with us, credit is applied against the account by default. Original delivery charges are refunded only where the return arises from our error.
How to start a return
- Email or call us with the invoice or delivery note number, the part number and quantity, and the reason for return
- Attach photographs where the item is damaged or appears incorrect
- Wait for your Return Authorisation number and return address
- Pack the goods securely, mark the RA number on the outside and send them back
- We inspect on arrival and confirm the outcome in writing
Contact
SH System Engineering, C-1-35, Sector L-1, Surjani Town, Industrial Area, Karachi 75850, Pakistan · +92 21-3961 1216 · spotxx@me.com