1. Scope and priority of terms
This policy explains our standard practice for returns, replacements and refunds on equipment, spare parts and accessories supplied by Xuzhou Jitian Intelligent Equipment Co., Ltd. (brand JTILEP).
We sell business to business. This policy does not create consumer statutory rights, and it does not replace your contract.
Priority of terms: where the Proforma Invoice, sales contract or a separately signed agreement states different terms for returns, warranty or remedies, that document prevails over this page. If you need a specific arrangement — an extended warranty, a different inspection window, or an acceptance test before shipment — raise it before the order is confirmed and we will state the agreed terms in writing.
2. Before your order ships
- Configuration changes — tell us as early as possible. Changes that have not yet entered production can usually be accommodated.
- Cancellation before production starts — no charge, and any deposit paid is returned or credited.
- Cancellation after production has started — the deposit is used to cover materials and work already committed. We will tell you exactly what stage the order reached and what has been incurred, and we will not retain more than the costs actually committed.
- Standard (non-custom) units already produced and packed may be cancelled subject to our written confirmation, since export packing and documentation may already have been generated.
3. Inspection on arrival
Please inspect the shipment before or at the moment of taking delivery, and in any case within 7 days of delivery:
- check the number of packages against the packing list and the bill of lading;
- check the outer packaging for crushing, punctures, water damage or signs of tampering, and photograph anything that looks wrong before opening;
- open and inspect the contents, and check the equipment against the supplied packing list and specification sheet.
Where packaging is visibly damaged, note it on the carrier’s delivery receipt and photograph the packages as received. That record is what a cargo insurance claim is built on, and it protects you as much as it protects us.
4. Damaged, short or wrong goods
Contact us at sandy@jtilep.com and include your order or PI number, photographs and video of the affected items, the packing list, and any carrier damage record.
| Situation | Our standard remedy |
|---|
| Transit damage or breakage |
Report within 7 days of delivery with photographic evidence. We support the cargo insurance claim and supply replacement parts or a replacement unit as agreed with you. |
| Short shipment (items or quantities missing) |
Report within 7 days of delivery against the packing list. We ship the missing items at our cost, or credit their value against your next order, whichever you prefer. |
| Wrong item or wrong specification shipped |
Report within 14 days of delivery. We arrange collection of the incorrect goods and dispatch the correct ones, at our cost. |
| Dead on arrival (unit does not power on or operate) |
Report within 14 days of delivery. We diagnose remotely with your team first, then repair, replace or refund — at your election — once the fault is confirmed as a manufacturing defect. |
Please do not attempt to repair, dismantle or modify an affected unit before contacting us. Doing so can void the claim, and it also removes our ability to find the real cause.
5. Faulty goods and warranty claims
The warranty period and scope are those stated in your Proforma Invoice or contract. If you need the warranty position confirmed before ordering, ask us and we will set it out in writing during quotation.
In general terms, our warranty covers manufacturing defects under normal use. It does not cover:
- damage from accident, misuse, overloading, or operation outside the published specification;
- unauthorised modification, repair or disassembly, or use of non-original critical parts;
- normal wear items and consumables — for example nozzles, filters, seals, pump diaphragms, blades and batteries that have reached the end of their rated cycle life;
- damage caused by unsuitable chemicals, contaminated water, incorrect voltage or unstable power supply;
- failure to follow the operating manual or the maintenance schedule;
- software or firmware issues arising from third-party modification;
- cosmetic wear that does not affect function.
Where a warranty claim is accepted, we will offer repair, replacement of the defective part, or replacement of the unit, depending on what the fault requires and what is practical in your market. We may supply parts for local fitting where that gets you running faster than returning a whole machine, and we will provide the fitting guidance needed.
Where you ask us to attend in person, or to send an engineer, travel and on-site costs are agreed separately in advance.
6. How to start a return
No goods may be returned without a Return Authorisation. Unsolicited shipments are refused at the port of entry and any costs arising are for the sender’s account.
- Step 1 — Contact us at sandy@jtilep.com within the applicable window above. Include the order or PI number, the model and serial number, a description of the problem, and photographs or video.
- Step 2 — Remote diagnosis. In most cases we can identify the cause with your team over email or a video call, and a part shipment resolves it faster than a return.
- Step 3 — Return Authorisation. If a return is required, we issue a written Return Authorisation with the return address, the shipping method and the documents to include. Returns are accepted within 30 days of the Return Authorisation date.
- Step 4 — Packing and shipping. Return the goods in the original or equivalent export packing, complete with the accessories originally supplied. Include the Return Authorisation reference inside and on the outside of the package.
- Step 5 — Inspection. We inspect the returned goods on arrival and tell you the outcome, together with the reason, within 10 business days of receipt.
7. What cannot be returned
- Custom and OEM units built to your specification, brand or configuration — these cannot be resold, so they are not returnable for change of mind. They remain fully covered for manufacturing defects, damage in transit and short shipment.
- Goods returned without a Return Authorisation.
- Goods damaged after delivery by misuse, unauthorised modification or inadequate storage.
- Consumables and wear parts that have been used.
- Special-order parts procured specifically for your order at your request.
- Software licence and activation items once activated.
8. Who pays the freight
- Our error or a manufacturing defect — we cover the return freight and the cost of sending the repair, replacement or missing items.
- Transit damage — handled through the cargo insurance claim; we manage the documentation and keep you informed.
- Return for convenience (change of mind on a standard, non-custom unit, where we agree to accept it) — the buyer covers return freight, export documentation and any import duties previously incurred, and the goods must come back in resaleable condition in the original packaging.
- Refused or uncollected shipments — storage, demurrage, return freight and disposal costs are for the buyer’s account where the refusal is not due to our error.
9. How refunds are made
- Timing — once a refund is agreed, it is processed within 14 business days of the returned goods passing inspection, or of the agreed credit being confirmed where no return is needed.
- Method — refunds are made by bank transfer (T/T) to the account the payment came from, in the same currency, unless you ask in writing for a credit note against a future order. Credit notes are usually the faster route, and they avoid losing bank charges twice.
- Amount — the value of the affected goods. Bank charges, currency conversion differences and duties already paid in your country are outside our control and cannot be refunded by us.
- Partial refunds — where only part of an order is affected, or where goods come back used or incomplete, the refund is adjusted to reflect the actual condition and the agreed position.
- Deposits — where an order is cancelled before production begins, the deposit is refunded in full or carried forward to another order, at your choice.
10. Order cancellation
Cancellation is handled under section 2 above. Once goods have shipped, cancellation is no longer possible — the shipment follows the return process instead, including the freight and documentation consequences set out in sections 6 and 8.
All return, warranty and refund matters start at one address, so nothing gets lost between people:
| Channel | Detail |
|---|
| Returns & after-sales | sandy@jtilep.com |
| WhatsApp | +86 183 6124 9936 |
| Please include | Order or PI number · model and serial number · description of the issue · photos or video |
| Company | Xuzhou Jitian Intelligent Equipment Co., Ltd. (JTILEP) · Xuzhou, Jiangsu, China |
Written record: we confirm every accepted return, replacement and refund in writing before goods move, and we keep that record for the life of the transaction. If you ever need to check what was agreed, the written confirmation is the reference.