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Refund and Returns Policy

Returns Policy, Warranty & Service

At UPSEN, we are dedicated to building robust and reliable machinery. Our commitment to quality extends beyond the manufacturing floor to ensure your complete confidence and satisfaction. We stand by our equipment 100% and are here to provide the support you need, every step of the way.

Parts & Training

We encourage you to call us anytime for technical support or parts inquiries. To get familiar with your machine and ensure maximum operational efficiency, we have a collection of training videos available. You can also call us for expert advice on your setup, materials, or any other questions you may have.

Our extensive parts warehouse allows us to offer quick parts delivery in 2-3 days for most common wear parts. For custom-fabricated parts, please allow an additional 4 days on average.

Order Cancellations & Returns

Unless otherwise specified, all our equipment is built-to-order, meaning production starts as soon as your purchase order is received and accepted. Once production has started and/or once a machine is delivered, due to this made-to-order nature, returns are generally not accepted, non-cancellable and non-returnable, except under exceptional circumstances at UPSEN USA’s sole discretion such as an unresolvable manufacturing defect. Approved returns are subject to a minimum 30% restocking fee. Cancellations prior to production are subject to a 25% fee

Once a machine is delivered, it is no longer eligible for a return, refund or exchange except under exceptional circumstances at UPSEN USA’s sole discretion such as an unresolvable manufacturing defect or valid warranty claim. To initiate this process, please contact our support team.

Shipping

For details on shipping times and current lead times, please call us. In-stock machines are typically assembled within 1-2 days and ready to ship, with an estimated transport time of 4-7 business days. If our estimated shipping cost is more than your quoted amount, we will issue you a refund for the difference.

General Terms

We reserve the right to refuse any return or exchange that does not comply with the conditions outlined above, or to impose different or additional conditions. For our full terms of sale and conditions, please refer to our complete Terms & Conditions page.

Warranty & Service

All new equipment comes with a standard 1-year manufacturer’s warranty covering any defects in materials or workmanship. In the event of a covered issue, we will promptly ship the necessary replacement parts to you to replace any defective or damaged components.

We also offer flexible options for field service support through our nationwide network of field technicians. This service can be added to your purchase to ensure you have expert help available when you need it most.