Refund policy

Last updated: 1 September 2025

This Returns & Refunds Policy explains how ADDITRONIX PRINTING MACHINERY TRADING LLC (“Additronix”, “we”, “us”) handles return requests, inspections, approvals, and refunds for purchases made on our Shopify store.

Company details
Legal name: ADDITRONIX PRINTING MACHINERY TRADING LLC
Email: info@additronix.com | Phone/WhatsApp: +971523279685

1) Quick summary (read first)

  • Return window: You must request a return within 48 hours (2 calendar days) of the courier’s delivered scan.

  • Condition: Item must be unused, unopened, and in original manufacturer-sealed packaging, with all accessories, labels, and serial numbers intact.

  • Consumables: Filaments, resins, adhesives, solvents, and liquids are returnable only if unopened/sealed.

  • Approval & inspection: All returns require RMA approval and quality inspection on arrival.

  • Refunds are net of charges: If approved, refunds are released after deducting all applicable platform charges, banking/payment-gateway fees, service/handling charges, and delivery/return logistics costs (see Section 6).

  • DOA/damage: Report within 48 hours of delivery with photos/videos; we’ll triage for like-for-like exchange or warranty routing.

  • Free delivery rule: Orders ≥ AED 650 shipped to standard (easily accessible) UAE areas are delivered free. If such an order is returned (not our error), the actual outbound shipping cost we incurred (and any remote-area surcharge, if any) will be deducted from the refund.

2) What is eligible for return

We accept returns when all of the following are true:

  1. Your request is lodged within 48 hours of delivery (per carrier scan).

  2. The product is unused, unopened, in factory-sealed packaging, with all standard contents, manuals, cables, accessories, and serial/IMEI/QR labels intact.

  3. You obtained an RMA from Additronix before shipping/handing the item back.

  4. The item passes incoming inspection and is verified as resellable.

Returns outside the 48-hour window, opened/used items, missing accessories, or altered serial labels will be rejected and returned at your cost.

3) Non-returnable items

  • Opened or used: filaments, resins, IPA/solvents, adhesives, cleaning or finishing chemicals.

  • Software, license keys, activation codes, downloads, and any digital goods.

  • Spare parts, maintenance kits, and consumable accessories once opened.

  • Items with user-induced damage, modifications, non-standard firmware, or evidence of improper handling/storage.

  • Made-to-order or special-order items where stated on the product page.

4) Damaged/DOA on arrival

If your item is damaged or dead on arrival, email info@additronix.com (or WhatsApp +971523279685) within 48 hours of delivery with:

  • Order number, product SKU/serial;

  • Photos/videos of the outer box, inner packaging, and the issue;

  • Short unboxing clip (if available).

We’ll guide you through troubleshooting and, if confirmed DOA, arrange a like-for-like exchange or route the case via the manufacturer’s RMA/warranty channel (Section 8). Claims after 48 hours are treated as warranty.

5) How to request a return (RMA)

  1. Email info@additronix.com with subject “Return Request – [Order No.]” within 48 hours of delivery.

  2. Await our RMA and instructions (address, packaging, labeling).

  3. Package securely in the original carton with all contents; protect corners; include RMA number.

  4. Ship back using the instructed method. Unless the return is due to our error/DOA, return shipping is at your cost.

  5. On arrival, allow 3–5 business days for inspection and a decision.

We may refuse items sent without RMA, shipped to the wrong address, or arriving damaged due to poor packing.

6) Refund calculation (net of charges)

If a return is approved, your refund will be the original item price minus the following non-refundable costs actually incurred by us:

  • Platform charge: third-party e-commerce/platform fees for the original transaction and/or refund processing.

  • Banking & payment-gateway charges: card scheme fees, payment gateway fees, FX/currency conversion losses, and refund processing fees (these are typically non-reversible to us).

  • Service/handling charge: our internal RMA processing, quality control, repacking, and administration ([set your fee/percentage here]).

  • Outbound delivery cost: if your order had free delivery (≥ AED 650 to standard areas), we deduct the actual shipping cost we paid; any remote-area surcharges also apply.

  • Return shipping / pickup fees: if we arrange return logistics on your behalf.

  • Missing/damaged items: cost of any missing accessories, manuals, inserts, or damage assessed during inspection ([list examples if you wish]).

  • Packaging replacement fee if the manufacturer seals/inner trays are damaged or missing.

We will provide a refund summary showing the item price and each deduction line. If the net result is AED 0 or negative (e.g., heavy freight items), we will notify you and offer return-to-customer at your cost.

Important for COD orders: Refunds for Cash on Delivery (if offered) are typically issued as bank transfer or store credit (your choice). Bank transfer may require UAE account details and takes additional processing time.

7) Refund method & timing

  • Refunds are issued to your original payment method where possible; otherwise by bank transfer or store credit.

  • After approval, please allow 5–10 business days for us to process, and an additional 3–14 business days for your bank/payment provider to post the amount. Timelines vary by bank and card scheme.

  • Refunds are made in AED. Any FX differences, bank holds, or third-party timelines are outside our control.

8) Exchanges, warranty & manufacturer policies

Where feasible, we prefer like-for-like exchanges for DOA. Beyond the DOA window, your product may be covered by the manufacturer’s warranty (e.g., Bambu Lab, Creality, eSUN, Polymaker, Piocreate, Elegoo, Phrozen). Warranty period, coverage, and procedures vary by brand and product. We’ll help you access the applicable channel. Use of unsupported materials, alterations, or non-standard firmware may affect warranty.

9) Delivery rules (for context)

  • Free delivery: Orders ≥ AED 650 to easily accessible UAE areas are shipped free.

  • Remote areas: Deliveries to remote/out-of-service areas (per courier list) are chargeable and may have longer transit times.

  • If a shipment is refused, undeliverable, or re-routed due to address errors, actual two-way shipping and surcharges will be deducted from any approved refund.

10) Items sent back without approval / failed inspection

If a returned item fails inspection (used, opened, missing items, tampered serials, damage) or arrives without RMA, we will notify you. You may choose paid reshipment back to you within 7 days. If we do not hear from you, we may dispose of the item safely without liability.

11) Statutory rights & governing law

Nothing in this policy limits any non-excludable rights you may have under UAE law. This policy is governed by the laws of the United Arab Emirates (Emirate of Dubai).

12) Contact

Questions or to start a return:
Email: info@additronix.com || Sales@additronix.com
Phone/WhatsApp: +971523279685