Returns Policy

Effective date: 2026-05-21

This Returns Policy describes how TungArc handles return requests and quality claims for B2B orders of electrical contact components. Returns and quality matters are also addressed in individual sales contracts and purchase orders; in case of conflict between this policy and a specific contract, the contract terms govern for that order.

Scope

This policy applies to B2B orders of custom-manufactured industrial components, including CuW and AgW electrical contacts, contact assemblies, and related materials. It does not apply to:

• Off-the-shelf consumer products (we do not sell to consumers)
• Orders subject to separate written agreements with specific return provisions

Inspection on Arrival

Upon receipt of shipment, the buyer should:

• Inspect the shipment within 7 to 14 business days (or as specified in the sales contract) for visible damage, missing items, or quantity discrepancies
• Photograph and document any visible damage or discrepancy before fully accepting delivery
• Report inspection findings to TungArc in writing (email to [email protected]) within the inspection period

Inspection should cover both packaging condition and product condition. Internal defects that cannot be discovered through standard visual inspection may have a longer reporting window depending on the application and contract terms.

Returns for Manufacturing Defects

If you discover a manufacturing defect after inspection:

1. Contact us in writing with the order number, defect description, and supporting evidence (photographs, QC inspection reports, or material analysis results)
2. Wait for RMA (Return Material Authorization) from us before returning any goods. We do not accept unauthorized returns
3. Return the defective goods per our shipping instructions in the RMA
4. Inspection and resolution: After we receive the returned goods, we inspect them. If the defect is confirmed and falls within manufacturing scope, we will either:

- Replace the defective goods at no charge, or - Issue a credit toward future orders, or - Refund the purchase price, less original freight costs

Resolution is at TungArc's discretion, considering factors such as your preference, order timing, and replacement feasibility.

Returns NOT Accepted

The following return scenarios are not accepted:

• Custom-manufactured items per buyer specification: Custom items produced to your drawing, sample, or specification are not returnable for ordinary "change of mind" reasons. Defects are still covered by the manufacturing defect provisions above
• Items damaged due to improper installation or operation: Damage caused by improper handling, installation outside specifications, or operation outside rated conditions
• Items beyond the inspection window: Issues not reported within the agreed inspection period are difficult to attribute to manufacturing causes
• Items modified or altered after delivery: Goods modified after receipt are not returnable except where the modification is required to use the goods as specified
• Wear-out from normal service: Contact components are consumables in many applications; wear from normal service is not a manufacturing defect

Sample and Evaluation Returns

For samples provided to support buyer evaluation:

• Samples are not generally returnable unless we explicitly request return
• We may request return of evaluation samples to support our continuous improvement and quality processes
• Sample-specific arrangements are agreed in writing case by case

Refunds and Credits

When a return is accepted under the manufacturing defect provisions:

• Refunds are processed in the original payment currency through the original payment channel where possible
• Credit toward future orders may be issued as an alternative, with the credit amount equal to or greater than the equivalent refund value
• Original freight charges are non-refundable unless the issue is determined to be caused by TungArc fault (in which case freight is included in the refund)
• Return freight to TungArc: We arrange return freight for confirmed defects; buyer arranges return freight for goods being inspected for potential defect (refunded if confirmed as defect)

Refund processing time typically takes 14 to 30 days after returned goods are received and inspected.

Quality Claims Process

For quality claims that don't result in physical return of goods (in-field disposal due to weight/cost considerations, for example):

• Provide the same documentation as for physical returns (photographs, test reports, etc.)
• We may request specific defect samples for analysis even if the bulk of the goods don't physically return
• Claim resolution may be in the form of replacement shipment, credit, or refund per the resolution provisions above

Disputes

If a return request or quality claim cannot be resolved through normal communication:

• Step 1: Both parties should escalate to senior management for direct discussion
• Step 2: If unresolved, the parties may engage a mutually agreed independent third-party inspector (such as SGS or a similar internationally recognized inspection service) to evaluate the dispute
• Step 3: If still unresolved, the dispute is subject to the governing law and dispute resolution provisions in the individual sales contract

We are committed to resolving quality matters fairly and in a commercially reasonable manner. Disputes are rare in our experience; most quality concerns are resolved through direct communication and prompt action.

Refurbishment-Grade Replacement Parts

For replacement parts ordered for installed equipment refurbishment, returns are accepted under the manufacturing defect provisions of this policy. If the part dimensionally matches the original drawing or sample we received during ordering but does not fit the actual installed equipment, this is typically due to dimensional drift in the original equipment over service life rather than a manufacturing defect; we work cooperatively with buyers on these cases but may not accept full return.

Communication

For all returns and quality matters, communicate with us in writing (email preferred) at [email protected]. Verbal arrangements alone are not sufficient for return processing; written documentation is required.

Changes to This Policy

We may update this policy from time to time. Material changes will be communicated through prominent notice on the website. The "Effective date" at the top reflects the latest revision.

Contact

For return-related questions or to initiate a return request, contact us at [email protected] or visit www.tungarc.com/en/contact/.

Disclaimer

This policy is provided for general information about how TungArc operates. It does not constitute legal advice. We recommend that you consult qualified legal counsel before relying on this policy for any specific business or legal matter. TungArc reserves the right to update this policy as our business or applicable laws change; the effective date above reflects the latest revision.