The regulations for the return and replacement of products  

The customer has the right to replacement or return of goods in accordance with certain conditions, described in this document.

The process of return or replacement for the defective goods: 

1. The buyer has the right to make claims for improper quality of the goods within 6 months from the date of shipment, and for  products with a limited period of use (with Co-Cr coating) - within four months from the date of shipment.
2. The goods, purchased by special offers and sales actions, as well as items, produced by special orders, are not available for replacement or refund.
3. A dissatisfied client must send his claim to the following e-mail address: claim@mikromasch.com.
   Only the claims on paid items are allowed to be considered.
4. The message must contain a clearly stated claim, part number of item and number of the box (located on the bottom). For confirmation of the poor quality of products there must be provided a documentary explanation for more than 10% of the products of inadequate quality:
   - To verify the absence of conduction - the current-voltage characteristic of the probe;
   - In order to confirm  bad reflective properties – there must be detailed description of the problem;
   - To confirm the poor appearance of the product (dirt, dust, scratches, ...) – photos;
   - To verify the absence of conduction - the current-voltage characteristic of the probe;
   - In order to confirm the inappropriate sharpness – photos;
   - To confirm the mismatch of the resonance frequency – diagrams of the peaks;
   - To confirm the geometry of the beam mismatch, the radius of curvature, etc. – photos;
   - To verify the absence of conduction - the current-voltage characteristic of the probe;
   - To confirm  poor magnetic properties - there must be detailed description of the problem.
5. The customer’s claim is transferred to the Department of quality control (DQC) for analysis. DQC makes a report on the customer’s claims during a period of up to 2 weeks after receiving it and informs the Commercial department about the final resolution.
6. The Commercial department (Logistics, sales), considering the DQC resolution, makes a decision regarding replacement of the mentioned goods by  similar items of good quality and informs the customer about it.
   If there are no similar items in all MikroMasch stocks at the time of the customer’s appeal, the customer may opt to:
   - Refuse the transaction and demand the return of the amount paid for the goods (if the goods were not sent to the customer more than in 1 month since receiving the customer’s appeal);
   - Replace the goods of poor quality by the similar items as soon as these items are available.
   The Commercial Department must inform the customer about the expected terms of delivery and clarify the procedure of replacement or refund the goods.
7. If it is impossible to prove the inappropriate quality of the goods without the analysis of the item itself,  the customer must send back the item to the office which shipped the  item, mentioning the lowest  possible cost for the item in the airway bill. After receiving the item it is sent to DQC for  further analysis and making a decision regarding  the legitamacy of the customer’s claim.
   - If legitamacy of the claim is confirmed, the replacement or return process is  carried out by the scheme mentioned below.
   - If legitamcy of the claim is refused, MikroMasch informs the client about that and makes further decisions. The decision is made by the Commercial department jointly with the Customer. The possible solutions are: replacement by another item (with different coating, part number, etc.) or a partial refund (up to 50% of amount).   

The procedure for replacement of the goods   

1. If the decision about replacement is confirmed by MikroMasch, the customer must send back the item to the office which shipped the  item, mentioning the lowest  possible cost for the item in the airway bill (Chinese and Taiwan customers must send the item to their distributor). 
2. After receiving the item MikroMasch sends the replacement to the customer. In that case the delivery amount is at the expense of MikroMasch.   

The procedure of refund  

1. If the decision about refund is confirmed by MikroMasch, the amount for the defective item is refunded in up to 2 weeks.
2. MikroMasch doesn’t refund the delivery cost, paid by the Customer for the defective item.  

The process of return or replacement for  appropriate-quality goods: 

If the Customer has made a mistake in choosing the item and placed an order for the wrong model, which is useless for the Customer’s needs, he has the right to replace the following item by another item. This right can be used only once.

1. The Customer must send his message with the description of the problem to the following e-mail address: claim@mikromasch.com.  
   Only  messages about paid items which were shipped not earlier than 3 months ago are allowed to be considered.
2. The Commercial department must check the availability of the mentioned item in stock and inform the client about the terms of delivery. 
   - If the amount for the wanted item is more than amount for the previous item, the Customer must pay the difference.
   - If the amount for the wanted item is less than amount for the previous item, the difference will not be returned to the Customer
3. After confirmation of delivery time and cost, the Customer must send back the item to the office which shipped the  item. In that case the delivery amount is at the expense of the Customer. The replacement is possible if the item was not used (not more than 10%), the appearance and the consumer properties of the product are unchanged.    
4. The shipment of the wanted item is  processed at the expense of the Customer in up to 2 weeks in case of availability of the item in stock or during the period, confirmed by the Customer.
5. The customer must return items of appropriate quality.