Return&Exchange Policy

1. Purpose and Commitment to Excellence

At Urturbo, we pride ourselves on delivering precision-engineered construction machinery parts that meet the rigorous demands of global industries. Our Return & Exchange Policy is designed to uphold this commitment by ensuring transparency, fairness, and customer satisfaction throughout every interaction. We recognize that trust is the cornerstone of long-term partnerships, and this policy reflects our dedication to resolving concerns promptly while maintaining the integrity of our products and services.

2. Scope of Application

This policy applies to all purchases made through the Urturbo website www.urturbo.com, including:

• New and Refurbished Parts: Engines, hydraulic systems, transmission components, undercarriage parts, and electrical systems.

• Custom-Ordered Items: Parts manufactured or modified to customer-specified dimensions, materials, or tolerances.

• Bulk Orders: Purchases exceeding 10 units or $5,000 USD in value.

Exclusions:

• Consumables (filters, lubricants, fuels) unless defective.

• Parts damaged due to misuse, unauthorized modifications, or improper installation.

• Clearance/discontinued items marked "Final Sale."

3. Returns for Refund

3.1 Eligibility Criteria

To qualify for a refund, the following conditions must be met:

• Timeframe: Request initiated within 30 days of delivery.

• Condition: Part must be unused, in original packaging, and accompanied by proof of purchase.

• Defect Claims: Supported by photos/videos and a diagnostic report from a certified mechanic.

3.2 Refund Process

1. Submit a Request:

   Complete the online Returns Form via your account dashboard.

   Attach relevant documentation (invoices, diagnostic reports, visual evidence).

2. Review & Approval:

   Our Quality Assurance team will assess the claim within 48 hours.

   Approved requests will receive a Return Merchandise Authorization (RMA) number.

3. Return Shipping:

   Ship the part to our designated warehouse within 7 days.

   Use a tracked shipping method; retain proof of postage.

4. Refund Issuance:

   Refunds are processed within 5 business days of receiving the returned item.

   Original shipping fees are non-refundable.

4. Exchanges

4.1 Criteria for Exchange

• Defective Parts: Confirmed manufacturing defects within 90 days of purchase.

• Incorrect Shipments: Received wrong item, size, or quantity.

• Compatibility Issues: Documented incompatibility with the intended machinery model.

4.2 Exchange Process

1. Initiate Request:

   Contact our Support Team via phone (+852) 6894 4714 or live chat.

   Provide order details and reason for exchange.

2. Diagnostic Support:

   For defect claims, our technical team may schedule a virtual inspection.

3. Replacement Fulfillment:

   Approved exchanges are prioritized for expedited shipping (2–5 business days).

   No additional fees for standard shipping; express options available at cost.

5. Dispute Resolution

5.1 Escalation Process

• Step 1: Contact Customer Support within 7 days of issue occurrence.

• Step 2: Request a review by the Quality Assurance Manager if unresolved.

• Step 3: For claims exceeding $10,000 USD, submit to arbitration under the International Chamber of Commerce (ICC) rules.

5.2 Documentation Requirements

• Maintain records of all correspondence, photographs, and service logs.

• Third-party expert reports may be required for complex disputes.

6. Customer Education and Prevention

6.1 Pre-Purchase Support

• Consult with our technical advisors via email ([email protected]) or WhatsApp.

6.2 Maintenance Tips

• Subscribe to our newsletter for seasonal maintenance reminders.

• Use Urturbo-approved lubricants and filters to extend part lifespan.

7. Policy Updates

• This policy is subject to periodic revisions to reflect industry standards and legal requirements.

• Customers will be notified via email and in-site banners 30 days prior to changes taking effect.

8. Contact Information

• 24/7 Support Hotline: (+852) 6894 4714

• Email: [email protected]

• Live Chat: Available on all product pages and the Support Hub.

• Corporate Address:
  

  6th Floor Kam Teem Industrial Building 135, Connaught Road West Sai Ying Pun, HK