سياسة الاسترجاع

RETURN AND REFUND POLICY

Ricoma Middle East supplies professional embroidery machines, sewing machines, printing equipment, heat presses, accessories, consumables, software and related products across the Middle East and North Africa.

1. CHANGE-OF-MIND RETURNS

We do not accept returns or issue refunds where a customer changes their mind, selects the wrong product, no longer requires the product, or is unable to use the product for its intended business purpose.

Customers are responsible for confirming the product model, specifications, voltage, embroidery area, included accessories, compatibility, delivery requirements and intended application before placing an order.

2. MACHINES THAT HAVE BEEN OPENED, INSTALLED OR USED

Machines and equipment cannot be returned for change-of-mind reasons once they have been:

- Unpacked or removed from their original packaging;
- Installed, assembled, configured or commissioned;
- Used for testing, training or production;
- Registered, activated or connected to software;
- Modified or moved after installation;
- Damaged through misuse, improper handling or unsuitable operating conditions.

3. CUSTOM AND SPECIAL ORDERS

The following items are non-returnable and non-refundable unless defective, damaged in transit or supplied incorrectly:

- Custom-configured machines;
- Special-order equipment or parts;
- Products manufactured or sourced specifically for a customer;
- Software licences, activation codes and digital products;
- Opened inks, consumables, needles, threads and maintenance materials;
- Clearance, demonstration or floor-model products where their condition was disclosed before purchase.

4. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If a product arrives damaged, has a confirmed manufacturing defect or differs from the confirmed order, please contact Ricoma Middle East promptly.

Customers should provide:

- Order or invoice number;
- Machine model and serial number;
- Photographs or videos showing the issue;
- Photographs of the packaging if transit damage is involved;
- A clear description of the problem.

Ricoma Middle East will inspect and assess the claim. Depending on the circumstances and applicable warranty terms, we may arrange technical support, repair, replacement, provision of replacement parts or a refund where legally required.

Customers must not attempt unauthorized repairs or return any product without written approval from Ricoma Middle East.

5. RETURN AUTHORIZATION

All returns require prior written authorization from Ricoma Middle East.

Products returned without authorization may be refused. Approved products must be returned in their original packaging, together with all accessories, manuals, tools, components and promotional items supplied with the order.

6. SHIPPING, CUSTOMS AND RELATED COSTS

Where a return results from an incorrect product supplied by Ricoma Middle East, confirmed transit damage or a verified product defect, Ricoma Middle East will determine the appropriate return or collection arrangement.

For any return accepted at our discretion for reasons unrelated to a defect or incorrect supply, shipping, handling, customs duties, import taxes, clearance charges, installation costs and other associated expenses may be deducted from the refund or remain the customer’s responsibility.

Original customs duties, import taxes and third-party clearance charges are generally non-refundable because they are collected by government authorities or external service providers.

7. REFUNDS

Approved refunds will be made to the original payment method where possible.

Refund processing begins only after the returned product has been received and inspected. Bank, card issuer, payment-provider and cross-border processing times may vary.

Any approved deductions will be explained to the customer before the refund is completed.

8. ORDER CANCELLATION

Cancellation requests must be submitted in writing before the order is dispatched, customized, ordered from the factory or prepared for installation.

Submitting a cancellation request does not guarantee approval. Deposits, special-order costs, payment-processing charges and expenses already incurred may be non-refundable where permitted by applicable law and the confirmed sales agreement.

9. WARRANTY AND TECHNICAL SUPPORT

A return request is not a substitute for a warranty claim. Equipment faults may first be assessed by the Ricoma Middle East technical-support team in accordance with the applicable warranty terms.

Customers must follow operating, installation, maintenance, electrical and environmental requirements provided for the product.

10. CONSUMER RIGHTS

Nothing in this policy excludes, restricts or replaces any mandatory rights or remedies available to a customer under applicable consumer-protection laws.

CONTACT RICOMA MIDDLE EAST

TAJ AL YAQOOT TAILORING & EMB. MACHINES TR.

Registered Address:
Shop 4, Asak Building 5063
Muwaileh Commercial Area
Sharjah, United Arab Emirates

Email: middleeast@ricoma.com
Phone / WhatsApp: +971 55 995 1254
Website: https://me.ricoma.com