Delivery & returns policy

1. Scope and document priority

This policy applies to product inquiries, online orders, and related delivery and service requests confirmed by XINDA. Terms vary by model, quantity, stock, customization, destination, and regulation, so website information supports planning only.

A formal quotation, order confirmation, sales contract, technical agreement, or other written agreement takes priority where inconsistent. Oral statements become order terms only when confirmed by XINDA in writing.

2. Lead times and order readiness

Stock and lead-time displays are selection references, not fixed shipping commitments. An estimated ship date is confirmed after model, quantity, price, payment, delivery data, and technical requirements are complete.

• Standard stocked items are scheduled after order and payment conditions are confirmed.
• Non-stock, specially sourced, and custom items start lead time after technical freeze, complete information, and agreed payment.
• We provide a revised estimate when supply, production, inspection, or transport changes.
• Orders may ship in parts unless the written order prohibits partial delivery.

Project milestones, shutdown windows, or installation dates must be disclosed before ordering and are binding only when included in the order documents.

3. Shipping, charges, and risk

The quotation or confirmation identifies the carrier, service level, freight, insurance, packing, taxes, and Incoterm where applicable. A customer-supplied carrier account must be valid and accompanied by complete instructions.

• Freight may be prepaid with the order or collected from the consignee.
• The responsible party bears charges caused by an incorrect address, failed receipt, missing import data, or requested rerouting.
• Risk and title transfer under the stated trade term and applicable law.
• Keep original packaging for precision optics, fragile, or ESD-sensitive products.

4. Receipt inspection and issue reporting

Check packaging, carton count, and carrier documents at receipt. After opening, inspect models, quantities, appearance, accessories, and documents. Record visible damage, moisture, impact, or missing cartons with the carrier and photograph it where possible before acceptance.

A report should include the order, quote, or invoice number; model and serial number; affected quantity; packaging and product images; and a description, discovery time, and tests performed. Contact us promptly and preserve goods, labels, and packaging until instructed.

5. Return merchandise authorization

Obtain written return merchandise authorization (RMA) before sending any return, exchange, or repair. Unauthorized packages may be rejected or delayed.

1. Provide the order, model, quantity, reason, and supporting images or test records.
2. We assess remote checks and documentation, then issue an RMA number and address when approved.
3. Clean and package safely and show the RMA number on the carton and shipping documents.
4. We inspect condition, accessories, function, and specification after receipt and report the result.
5. We then repair, replace, refund, return the item, or follow another agreed remedy.

Do not return contaminated, radioactive, biohazardous, or otherwise dangerous goods without prior disclosure and applicable decontamination, packaging, and shipping documentation.

6. Eligible standard products

Unused, uninstalled, uncontaminated standard catalog products with complete packaging, labels, accessories, and certificates may be submitted for return assessment. Approval and value depend on condition, sales channel, timing, and resale suitability.

Approval is not an automatic refund on arrival. Inspection may result in refusal or reasonable testing, repair, or restocking deductions for use, missing parts, contamination, damage, or incomplete resale condition.

7. Custom products and exclusions

Except for a manufacturing defect, incorrect shipment, or non-conformance with written specifications, change-of-mind returns normally exclude:

• Made-to-drawing parts, special dimensions, coatings, marking, options, calibration, or customization.
• Customer-specific sourcing, discontinued items, consumables, and limited-life goods.
• Installed, modified, contaminated, damaged, or over-rated products.
• Items missing serial numbers, labels, key accessories, license media, or certificates.
• Products identified in the quotation or confirmation as non-cancellable or non-returnable.

8. Defects, repair, and replacement

We may request safe remote checks to distinguish product failure from selection, integration, or environmental issues. Do not disassemble, modify, or break seals without authorization. Confirmed warranty issues are repaired, replaced, or otherwise remedied under the written product warranty. We provide findings, estimated charges, and lead time before paid repair.

9. Cancellation, refunds, and charges

Request cancellation promptly. Work already produced, procured, shipped, or customized may be non-cancellable or subject to charges confirmed in writing. Refunds go only to a lawful, verifiable original payment route or agreed business account.

• We separately confirm reasonable return arrangements for our incorrect shipment, confirmed manufacturing defect, or written-specification mismatch.
• Customers normally bear freight, duties, and restocking caused by duplicate orders, changed selection, or no longer needing an item.
• Bank, payment-provider, carrier, and customs processing times are outside our direct control.
• Final inspection and finance records determine any credit or refund.

10. International delivery and compliance

Cross-border orders may require end-user, end-use, consignee, importer, or other compliance documents. Customers must provide accurate information and follow export-control, sanctions, customs, tax, and product-use rules.

Licensing, regulatory review, or carrier-document requirements adjust estimated lead time. Neither party is required to carry out a delivery, return, repair, or refund prohibited by applicable law.