Returns policy

All of the products provided and repaired by DEM Industrial are in perfect working condition and have a 12-month warranty.

If in the period of seven days after receipt of the material we have not received any notice from the customer regarding any issues with the product, we will understand that such is in full working order and shows no problems.

If you would like to return the material, you must let us know within seven days from receipt of the order. From then on, the customer will have seven additional days to return the product exactly as they received it (same packaging and documentation).

The return of the product will only be authorised in the following cases:

  • Product faulty on receipt: DEM Industrial offers 12 months warranty for the repair and exchange service and when supplying new and remanufactured components.
    If any problems arise within the first 12 months of receipt of the order with any of the products we have provided, the customer can contact us to initiate the warranty process.
  • Product damaged during delivery: If the material reaches its destination damaged, DEM Industrial will only assume liability if the customer opted for us to proceed with the delivery by means of our transport account. The customer must inform us of these damages within no more than seven days from receipt of the item in order to provide them with the replacement unit. In the event that we do not have one, the customer will be fully reimbursed if the payment was made in advance. The customer should not return any damaged product until DEM Industrial tells them to do so, as the transport company may require the product to assess it.
  • Incorrect product: If the customer receives a product that is not that which was requested in their purchase order, they must notify us within no more than seven days from receipt of such, to arrange for its collection and the new delivery of the correct product.
    DEM Industrial will not deal with any returns or cancellation of the order for reasons other than those explained previously.

Warranty

DEM Industrial offers 12 months warranty for the repair and exchange service and when supplying new and remanufactured components.

If any problems arise within the first 12 months of receipt of the order with any of the products we have provided, the customer can contact us to initiate the warranty process.

Once the warranty process has been initiated, our technical suppliers will try to repair the damaged part. If it is not possible to repair it, the customer will be sent an equivalent item, and if this is not possible either, the customer will be reimbursed the amount initially paid for the product.

Throughout the whole warranty process, the customer will be exempt from any expenses for the transport, repair or supply of a replacement unit.

Under no circumstances will DEM Industrial be liable for any problem that the damaged item may have caused to other products or to the equipment in which it was installed, and we will also not deal with any resulting or indirect damages relating to loss of profit.

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