Return Policy

General framework and B2B context

GW LASER TECHNOLOGY S.R.L., hereinafter Uzinex, operates exclusively on a business-to-business (B2B) and business-to-government (B2G) basis. All transactions are concluded with legal entities, public institutions, contracting authorities and professionals. In this context, the provisions of Government Ordinance 34/2014 on consumer rights, including the 14-day right of withdrawal reserved for natural persons buying at a distance, do not apply to our commercial relationships. Nevertheless, Uzinex adopts a transparent, professional and fair return policy that reflects international commercial best practices and respect for our partners.

Equipment eligible for return

• —Standard products from the Uzinex technical catalogue, unused, in their original packaging, with all accessories and complete documentation.
• —Equipment delivered in error through Uzinex's fault (order-preparation mistake, model confusion, incorrect packaging).
• —Equipment showing manufacturing defects visible on receipt or discovered during the warranty period.
• —Unopened spare parts and consumables, in their original condition.
• —Equipment that does not match the technical specifications agreed contractually, the conformity certificate or the official technical sheet.

Exclusions — products that cannot be returned

• —Custom, configured or specially made-to-order equipment (custom, made-to-order, bespoke) cannot be returned, as the unique specifications make them unsellable to other clients.
• —Complete integrated production lines, turnkey solutions and projects delivered on a turnkey basis.
• —Equipment that has been commissioned, has gone through the commissioning process and is used in production.
• —Opened, used or partially consumed consumables (oils, filters, blades, teeth, milling bits).
• —Components integrated into larger systems or modified through additions, adaptations or post-delivery interventions.
• —Equipment with broken seals indicating unauthorized use or handling.
• —Products physically damaged, with obvious signs of use, impact, weathering or non-compliant handling.
• —Equipment in the defence and security sector subject to special traceability regulations (ITAR, Wassenaar Arrangement, national regulations).

Deadlines for requesting a return

• —For non-conformities visible on receipt: immediately, by recording them in the delivery report and giving written notice within a maximum of 48 hours.
• —For hidden defects discovered later: within a maximum of 14 calendar days of discovery, but no later than the warranty period.
• —For unused standard equipment: a request deadline of 14 calendar days from physical receipt, with prior approval from Uzinex.
• —For delivery errors through Uzinex's fault: no deadline — Uzinex remedies the situation at its own expense.

Detailed return procedure

• —Step 1 — Notification: the Client sends a written request to info@uzinex.ro, stating the invoice number, contract number, equipment serial numbers, the reason for the return and, where applicable, supporting documentation (photos, reports, technical reports).
• —Step 2 — Assessment: the Uzinex team assesses the request within a maximum of 3 working days and communicates the decision to the Client. For technical non-conformities, an on-site check or an independent expert assessment may be necessary.
• —Step 3 — Authorization: if accepted, Uzinex issues an RMA number (Return Merchandise Authorization) that must be mentioned in the return documents.
• —Step 4 — Packaging and shipping: the Client repackages the equipment in conditions equivalent to the original (preferably in the original packaging) and ships it to the address indicated by Uzinex.
• —Step 5 — Technical check: on arrival, Uzinex performs a complete technical check to confirm the condition and conformity of the equipment with the Client's declaration.
• —Step 6 — Resolution: depending on the situation, Uzinex proceeds to: replacement with an equivalent product, warranty repair, issuing a credit note, refunding the amounts paid, or combinations of these.

Return costs

The transport and packaging costs for a return are borne differently depending on the reason for the return: (1) For delivery errors through Uzinex's fault (wrong product, incorrect quantity, deficient packaging) — all costs are borne entirely by Uzinex, including the return transport and the reorganization of the correct delivery. (2) For manufacturing defects confirmed during the warranty period — Uzinex bears the transport and labour costs. (3) For the return of a correctly delivered standard product at the Client's request — the return transport costs and any refurbishment costs are borne by the Client, and Uzinex may apply a restocking fee of up to 15% of the invoiced value, to cover the administrative and re-stocking costs.

Replacement or warranty repair

In the case of manufacturing defects discovered during the warranty period (60 months standard, 24 months for made-to-order equipment), Uzinex chooses, depending on the situation, one of the following solutions: (a) repair of the equipment by Uzinex technicians or by manufacturer-authorized partners, at its own workshop or on site; (b) replacement of the defective components with new original parts; (c) replacement of the entire equipment with an equivalent product, new or fully refurbished; (d) in exceptional cases, refund of the price paid through a credit note or reimbursement. The average remediation time is 5 to 15 working days, depending on the complexity of the defect and the availability of parts.

Refund of amounts paid

If a return with a refund of the amounts paid is agreed, Uzinex makes the payment by bank transfer to the Client's account within a maximum of 30 calendar days from: (1) the physical receipt of the returned equipment and the verification of its conformity with the Client's declaration; (2) the issuance of the related credit note; (3) the regularization of the fiscal documents between the parties. For payments made in foreign currency, the refund is made in the same currency, and any exchange-rate differences are borne in accordance with the contract. For payments made through leasing or third-party financing, the refund follows the specific procedures of the financial institution involved.

Amicable dispute resolution

Uzinex approaches every return request with professionalism and openness to dialogue. In the event of disagreements regarding the eligibility of the return, the technical assessment or the amount of compensation, we encourage amicable resolution through: (1) direct discussions with the Uzinex commercial and technical team; (2) joint visits to the Client's premises or the Uzinex workshop; (3) independent technical assessments, carried out by specialists agreed by both parties; (4) professional mediation by authorized mediators; (5) ODR (Online Dispute Resolution) and ANPC-SAL (Alternative Dispute Resolution) procedures where applicable.

Contact for return requests

All return requests are addressed by email at info@uzinex.ro or by phone at (+40) 769 081 081. Our team responds within a maximum of 3 working days with concrete instructions and, where applicable, with the RMA number needed to initiate the procedure. For urgent situations (critical faults that stop production), mention URGENT in the email subject for prioritization.