MH Hydraulics (FZC) Refund and Returns Policy

MH Hydraulics (FZC) does not accept returns or give refunds because a customer changed their mind. We repair, replace, credit or refund Goods only when they are damaged, defective or not what was ordered.

1. Scope

1.1 This policy applies to all Goods sold by MH Hydraulics (FZC), Warehouse A3-016, SAIF Zone, P.O. Box 123123, Sharjah, United Arab Emirates (the “Company”) to business customers (the “Client”).

1.2 This policy forms part of the Company’s General Terms and Conditions. Terms such as “Goods”, “Work” and “Agreement” have the meaning given there. If this policy and the General Terms and Conditions conflict, the General Terms and Conditions prevail.

2. When we accept a return

We accept a return only in the following cases.

2.1 Damaged on arrival. Goods were damaged before delivery, or during transport where the Company carried the transport risk under the agreed Incoterm. The Client must note the damage on the delivery document and report it to the Company in writing, with photos, within 48 hours of receipt. Where the Client carried the transport risk, the Company will help the Client claim against the carrier or insurer but does not refund the Goods.

2.2 Defective. Goods have a defect in materials or workmanship within the warranty period in Article 14 of the General Terms and Conditions. The Client must report the defect in writing within 14 days after discovering it, or after the moment it should reasonably have been discovered.

2.3 Wrong item or quantity. The Company delivered a different item or quantity than stated in the order confirmation. The Client must report this in writing within 14 days of delivery and keep the Goods unused.

3. What we do not accept

3.1 We do not accept returns or give refunds for

• a change of mind, or Goods the Client no longer needs
• Goods the Client ordered by mistake, including the wrong part number or size
• Goods made, assembled, cut or ordered specially for the Client, such as hose assemblies made to length
• Goods that have been installed, used, modified or repaired by anyone other than the Company
• Goods returned without their original packaging, labels or seals
• defects caused by normal wear and tear, improper use or incorrect maintenance
• Work (repairs and services) that has already been performed, which is covered by the warranty in Article 14 of the General Terms and Conditions

4. How to request a return

4.1 The Client contacts the Company in writing using the contact details on the quotation or invoice, and includes the order or invoice number, a description of the problem and photos.

4.2 The Company will reply with a return authorisation number and instructions. Goods sent back without a return authorisation number may be refused.

4.3 The Client sends the Goods to the Company’s premises in SAIF Zone, Sharjah, packed securely and marked with the return authorisation number.

5. Inspection and outcome

5.1 The Company inspects returned Goods within 10 working days of receiving them.

5.2 If the return is accepted, the Company decides whether to repair the Goods, replace them, or credit or refund the price, in line with Article 14 of the General Terms and Conditions.

5.3 If the Company finds no defect, or the return falls outside this policy, it will send the Goods back at the Client’s cost and may charge a reasonable inspection fee.

6. Return costs

6.1 If a return is accepted under Article 2, the Company pays reasonable return shipping costs that it has approved in advance.

6.2 In all other cases, the Client pays return shipping, customs duties and any other costs of the return.

7. Refunds and credit notes

7.1 Where the Company decides to refund, it pays the refund within 14 days of approving the return, to the account from which the Client paid and in the currency of the invoice. Bank charges for the refund are for the Client’s account.

7.2 The Company may instead issue a credit note that the Client can use against future orders, if the Client agrees.

7.3 The refund covers the price of the affected Goods only. It does not cover consequential costs such as downtime, labour, or transport costs paid to third parties, in line with Article 13 of the General Terms and Conditions.

7.4 VAT is refunded or credited in line with UAE VAT law.

8. Other returns

8.1 Any return not covered by this policy is possible only with the Company’s prior written approval. The Company may decline it or charge a restocking fee, which it will tell the Client before the Goods are sent back.