Quality Assurance & Return Policy

1. Scope

This policy applies to international B2B returns, replacements and return shipments between Qumtrix (a brand of Ennfu Scientific) and business customers. Where a signed contract states otherwise, the contract prevails.

Questions about a specific order: sales@qumtrix.com.

2. Quality assurance & warranty

Every unit is covered by a 2-year warranty starting from the shipment date:

• Defects caused by the product itself are repaired or replaced with a new unit, free of charge.
• Damage caused by human factors that requires parts to be replaced is charged at parts cost only.
• Spare parts: mechanical components are guaranteed to be available for 15 years. Cellular modules and batteries follow the upstream supplier’s own policy and are not covered by that guarantee, but can be replaced with equivalent technology and alternative materials.

Warranty service does not require a return: for most faults we ship the replacement part or unit first and ask you to return the faulty item afterwards. Consumables, normal wear, and damage from incorrect installation, unauthorised modification or use outside the published specification are not covered.

3. Return authorisation

Customers must submit a written request within 15 business days after the issue is discovered, including the order number, product details, quantity, reason and supporting documents (photos, video, test data).

No goods may be returned without the Company’s written approval and an RMA number. Unauthorised returns may be rejected, and all costs shall be borne by the customer.

4. Acceptable & unacceptable returns

Acceptable	Not acceptable
Defective, damaged, short-shipped, wrongly shipped or non-conforming products	Opened, used or modified products
Other cases approved in writing by the Company	Damage caused by the customer
	Customised, clearance or otherwise non-returnable products
	Requests submitted after the 15-business-day window, or returns without an RMA

5. International shipping terms

5.1 Customers must obtain the Company’s written return plan and an RMA number before arranging any return shipment.

5.2 The customer acknowledges and agrees that international returns may incur non-refundable destination duties and re-assessed Chinese import duties and VAT. Such taxes and fees shall be borne by the customer, and the customer may not refuse or delay the return on the grounds of excessive taxes.

5.3 If the total return cost (freight, duties, storage, refurbishment, etc.) exceeds 15% of the goods’ residual value or contract value, the Company may refuse the return or require the customer to dispose of the goods locally (destruction, discounted resale, etc.) at the customer’s cost, with no refund or replacement obligation on the Company.

5.4 If customs clearance fails, or goods are delayed, returned or destroyed because the customer failed to cooperate with clearance or to pay duties, all costs shall be borne by the customer. The Company may dispose of the goods after notice, apply the proceeds to offset the customer’s debts, and reserves the right to recover any shortfall.

6. Cost allocation

Cause	Who bears what
Company’s fault	The Company bears the return freight. Destination duties already paid and Chinese import taxes are handled by the customer; the Company is not obliged to refund them.
Customer’s fault	All costs (freight, insurance, duties, VAT, storage, destruction, customs brokerage, etc.) are borne by the customer, who must provide payment evidence or a written guarantee; otherwise the Company may reject the return.

7. Inspection & resolution

The Company inspects returned goods within 15 business days after receipt. Qualified returns may be resolved by replacement, exchange, credit note or refund. Unqualified returns may be rejected, or returned to the customer with written reasons.

8. Refunds & replacements

Refunds or credit notes apply only to confirmed qualifying products and exclude the original freight, duties, insurance and third-party fees. Refunds are generally processed within 15 business days after inspection.

9. Risk of loss

Risk during return shipment remains with the shipper until the Company’s designated warehouse receives and signs for the goods. Trackable shipping and insurance are recommended.

10. Dispute resolution

Disputes shall first be resolved through friendly negotiation. If unresolved, the dispute-resolution method in the contract shall apply.

11. Policy updates

The Company may update this policy as needed; updates take effect upon publication or notice. Signed contracts prevail where applicable. The current version always lives at /returns.html.