Start with a quick check before you send anything back
Please inspect the item as soon as it is delivered or collected. Check the part number, quantity, visible condition, and whether all accessories, inserts, cables, manuals, or fittings supplied with the order are present. For technical items such as tool holders, collets, workholding equipment, scanners, or printer parts, it helps to compare the item against the order note and the application it was intended for.
If you are unsure whether the item is suitable, do not force it into service. Contact us first so we can confirm the details. In many cases, a runout check, holder inspection, presetting review, or scanner calibration question can be resolved without a return. That saves time and keeps your machine back in production sooner.
- Check the item within 48 hours of receipt where possible.
- Keep all packaging, labels, and protective sleeves.
- Do not machine, modify, or drill the item before approval.
When a return can be approved
Returns are handled according to the reason for return and the condition of the goods. We can usually assist where the item was supplied incorrectly, arrived damaged, or shows a clear fault on arrival. For technical products, we may first ask for photos, serial details, job notes, or a short description of the setup used. That helps us separate a product fault from a setup issue.
Items that have been used, fitted, modified, or contaminated may not qualify for return unless there is a proven manufacturing or dispatch issue. Consumables, special-order items, and custom-machined parts are often non-returnable unless supplied in error. If the part is a holder, chuck jaw, or workholding component, make sure it has not been altered during trial fitting.
- Approved reasons may include dispatch errors, transit damage, or confirmed product defects.
- We may request images of the packaging and the item itself.
- Special-order or modified items may be excluded from return approval.
How to log a return with our support team
Send a message through our contact form with your order details, contact number, company name, and a clear note of the issue. If the item is in Gqeberha, Markman, Coega, Kariega, Despatch or the Port Elizabeth CBD, we can often assist with a faster collection plan. For customers further afield, we will advise the best way to send the item back safely.
When you write in, please include the machine type, the application, and any measurements taken. If it is a tooling issue, mention whether you checked runout, collet fit, holder seating, chuck jaw alignment, or vice setup. The more detail you send, the quicker we can decide whether the item should come back for inspection or whether the matter can be settled another way.
- Send your order number and delivery date.
- Attach photos of the item and packaging if possible.
- Tell us whether the item is unused, fitted, or already tested.
Preparing goods for collection or courier return
Once a return is approved, pack the goods so they can travel without further damage. Use the original carton where available, and add padding around precision items like scanner components, holder bodies, collets, and printer assemblies. Keep small parts together in sealed bags and label them clearly. A missing screw or jaw insert can turn a simple return into a longer delay.
For larger items, make sure the machine or component is safe to lift and has been cleaned of swarf, coolant, resin, or dust. If the item has been used in a coastal environment, wipe off surface moisture before sealing it. That helps prevent corrosion during transit, especially in humid weather. Please include any fault notes inside the package and a copy of the return reference on the outside.
- Remove loose tooling, clamps, and personal items before collection.
- Seal boxes well and use strong tape on all edges.
- Mark fragile or top-load items clearly on the carton.
What happens after the item gets back to us
On receipt, the item is checked against the return note and the issue described. We inspect for transit damage, visible wear, contamination, and signs of misuse or incorrect installation. Where needed, our team may carry out a bench check, runout verification, holder cleaning, chuck jaw machining review, or basic service assessment to understand the fault properly.
If the return is accepted, we will advise the next step. This may be a replacement, repair, credit, or further technical support depending on the case and stock availability. If the item is found to be working correctly and no fault is confirmed, we will explain the findings and the options available. Our goal is to keep the process practical and fair, with as little downtime as possible for your shop.
- Inspection starts after the goods are logged in at our Struandale base.
- We may share photos or findings where a fault is confirmed.
- Where a return is not approved, we will explain the reason clearly.
Turnaround, costs, and delivery notes for South African customers
Turnaround depends on the item, the reason for return, and whether replacement stock is available. Some matters can be resolved in a day, while others may take longer if testing, parts ordering, or application checks are needed. If collection is arranged from one of our service areas, please make sure someone is available to hand over the parcel and sign where required.
Transport costs may apply unless the return is due to our error or a confirmed fault on supply. For nationwide customers, we will advise the most practical courier option and whether the item should be sent to Struandale directly. During load-shedding periods, please allow for occasional delay on communication or stock checks, and if you need urgent support, send all details in one email so we can respond efficiently.
- Keep all labels until the return is fully closed out.
- Ask for approval before sending anything back on your own.
- For urgent machine shop work, tell us your deadline up front.
