1. Order confirmation
All orders are confirmed in writing before production. Please review your proforma invoice carefully for product specifications, quantities, prices, packaging and delivery terms.
2. Quality claims
Please check the goods on arrival. Claims for visible defects, shortfall or specifications that differ from the confirmed order must reach us within 15 days of arrival at the destination port or warehouse. Claims for hidden manufacturing defects, such as breakage in normal use or bonding faults, must reach us within 30 days of arrival, provided that no more than 10% of the batch has been used. Please include the batch code printed on the label, clear photos or video, and your order or invoice number.
3. Exclusions
Claims do not cover wheels used above the marked maximum speed, damage caused by improper storage or handling, mechanical damage to the wheel, or normal wear over the service life of the product.
4. Returns
Resin-bonded abrasives are safety-critical and are often produced to customer specification, so we do not accept returns for buyer's remorse or ordering errors. Defective goods are normally settled by replacement or credit note without physical return, because return freight by rail or sea usually exceeds the value of the goods. A physical return is arranged only with our written approval.
5. Shipping damage
Please inspect the goods when you take delivery and note any visible damage on the carrier's document; container and rail transloading can cause handling damage in transit. Claims for shipping damage must reach us within 7 days of delivery and be supported by the carrier's damage report and photos.
6. Settlement
We confirm the outcome of a claim within 5 business days of receiving complete evidence. Approved claims are settled within 10 business days of that confirmation, by replacement in the next shipment, a credit note against the invoice or a following order, or a refund. Shipping costs for approved returns are borne by us; costs for returns we have not approved are borne by the buyer.
7. Contact
For any return or quality issue, please email info@ruicut.com with your order reference and supporting documents.