Returns and Refunds Policy

Effective Date: January 26, 2026

Last Updated: January 26, 2026

1. Introduction

At UTECH, we manufacture efficiency. We stand behind the quality of our industrial machinery and engineering supplies. This Returns and Refunds Policy outlines the procedures and conditions for returning products purchased through our digital store (https://utechksa.com), in compliance with the consumer protection laws of the Kingdom of Saudi Arabia.

2. Return Eligibility by Product Category

Due to the specialized nature of our inventory, return eligibility varies by product type:

A. Industrial Machinery & Heavy Equipment

  • Condition: Sold with a Manufacturer’s Warranty.
  • Return Policy: Non-returnable for “change of mind” once the order is confirmed and production/shipping has commenced.
  • Exceptions: Returns are only accepted if the machine is legally proven to be fundamentally defective upon arrival and cannot be repaired by our technical team within a reasonable timeframe.

B. Spare Parts & Components

  • Return Window: 7 days from the date of delivery.
  • Condition: Must be brand new, unused, in original packaging, and the seal must be unbroken.
  • Restocking Fee: A 15% restocking fee applies to all non-defective spare part returns to cover inspection and re-warehousing costs.

C. Consumables (Inks, Solvents, Thermal Ribbons)

  • Return Policy: Non-returnable if the factory seal is broken or if the product has been opened, due to chemical shelf-life and quality assurance reasons.
  • Exception: If the wrong item was sent by UTECH, we will replace it free of charge.

3. The Return Process

To initiate a return, you must follow these steps:

  1. Submit a Ticket: Log in to your account and visit the Support Center to open a “Return Request” ticket. Alternatively, email us at contact@utechksa.com.
  2. Provide Proof: You must include your Order Number, a description of the issue, and clear photos/videos if the item is damaged or defective.
  3. Approval: Our engineering team will review your request within 3 business days.
  4. Shipping:
    • If the return is due to a UTECH error or a defective product, we will arrange and pay for the return shipping via our logistics partners (SMSA/Aramex).
    • If the return is due to Customer Preference (Change of Mind): You are responsible for the return shipping costs and ensuring the item is securely packed.

4. Refunds

  • Inspection: Once we receive the returned item, it will undergo a technical inspection (approx. 2-4 business days).
  • Approval: If the return is approved, a refund will be processed to your original method of payment.
  • Timeline:
    • Credit Cards (Visa/MasterCard): 7–14 business days, depending on your bank.
    • Mada: 1–5 business days.
    • Bank Transfer: 3–5 business days.

5. Non-Returnable Scenarios

We cannot accept returns in the following situations:

  • Products damaged due to misuse, negligence, or improper installation by the customer.
  • “Special Order” items are manufactured specifically for your production line.
  • Returns requested after the 7-day statutory period.
  • Products are missing their serial number or original labels.

6. Damaged in Transit

If your shipment arrives visibly damaged:

  1. Do not accept the shipment from the courier if the damage is severe.
  2. Report it immediately (within 24 hours) to contact@utechksa.com with photos of the damaged packaging.
  3. We will file a claim with the carrier and arrange for a replacement.

7. Contact Us

For any questions regarding returns, please contact our support team:

  • Email: contact@utechksa.com
  • Phone: +966 55 55 5555
  • Address: Jeddah, Saudi Arabia