Return, Exchange & Customization Policy

This policy applies to all vending machines and related equipment purchased through our website. As vending machines are heavy industrial equipment and often involve extensive personalization, please read the following terms carefully before placing an order.

1. Pre-Production Approval & Change Orders

For orders involving custom wrap/branding, customized lane/shelf configurations, or custom UI/software setups, a strict pre-production approval mechanism applies:

Pre-Production Sign-off: Prior to manufacturing, we will provide artwork proofs, lane specification parameters, and UI design frameworks. The client must formally approve these details in writing (via email or signed proof). The signed-off specifications will serve as the final production standard.

Pre-Shipment Modifications:

Clients may request modifications to the custom features (wrap design, lane layout, or UI) before the machine has been shipped.

Associated Costs & Lead Time: Any costs incurred from such modifications—including redesign fees, scrapped material costs, re-assembly labor, and software re-configuration—shall be borne entirely by the buyer. Delivery timelines will be extended accordingly based on production progress.

Specification Disclaimer: Once sign-off is completed, any operational mismatch caused by inaccurate product dimensions provided by the buyer (or subsequent changes to the buyer's product packaging) shall not be deemed a manufacturing defect, and is ineligible for free replacement or return.

2. Order Cancellation Policy

Cancellation Before Production: If an order is canceled prior to commencement of production, a full refund will be issued minus all accrued consultation, engineering design, and proofing fees.

Cancellation After Production Commencement: Once production has commenced following client sign-off, orders cannot be canceled. If the client unilaterally terminates the order, all paid deposits and advance payments are non-refundable.

3. Return Policy

Customized Equipment is Non-Refundable: Due to the large volume, high value, and custom nature of vending equipment, all items are non-refundable once shipped.

Conditions for Major Defect Returns:

Return requests are strictly limited to severe, non-repairable structural manufacturing defects that cannot be resolved via technical support or component replacement.

The buyer must submit a written request with clear photo and video evidence within 7 calendar days of receipt.

Returned equipment must remain in brand-new, unused condition, in its original wooden crate and packaging.

Deductions on Approved Returns: If a return is mutually agreed upon, the refund will be net of actual two-way international freight costs, import/export duties, and a 25% restocking fee.

4. Exchange & Replacement Policy

To minimize customer operational downtime and avoid prohibitive international freight costs, exchanges are handled primarily through parts replacement and remote technical support:

Component Replacement First:

For shipping damages or component failures (e.g., UI touchscreens, mainboards, lane motors, payment modules), we will provide new replacement parts free of charge alongside one-on-one video assistance for technical replacement.

Full Machine Exchange Conditions & Lead Time:

Full machine replacement will only be authorized if the chassis suffers irreversible structural collapse or complete system failure that cannot be repaired by replacing parts.

Production Lead Time: Because replacement machines require new production scheduling, lane recalibration, custom wrap application, and UI deployment, the replacement cycle typically requires 4 to 8 weeks (excluding shipping transit times).

Cost Allocation: We will cover freight charges for full machine replacements resulting from verified factory defects. If an exchange is requested due to buyer error or specification changes, all round-trip shipping and re-customization fees shall be borne by the buyer.

5. Shipping Damage & Claim Process

Inspection upon Delivery: The buyer must conduct a thorough physical inspection of the packaging and equipment in the presence of the carrier upon delivery.

"Damaged" Annotation Required: If outer packaging damage, crate breakage, or physical deformation is observed, the buyer MUST mark "Damaged" on the Bill of Lading (BOL/POD) and contact our support team with clear photos and unboxing videos within 48 hours.

Waiver for Unnoted Claims: Signing the BOL without noting damage, or failing to provide an unboxing video, constitutes final acceptance of the equipment in good condition. Subsequent damage claims will not be eligible for freight insurance coverage, free replacement parts, or machine exchanges.