1. Right of Withdrawal

For consumers purchasing products online within the European Union, you generally have the right to withdraw from your purchase within 14 days of receiving the goods, without having to provide a reason, subject to applicable legal exceptions.

The withdrawal period does not apply to certain products, including products manufactured or configured specifically according to the customer’s specifications, customized products, sealed software or digital products once the seal has been broken or access has been initiated, and other products for which the right of withdrawal is legally excluded.

For professional customers (B2B), returns and cancellations are subject to the terms agreed in the quotation, purchase order, contract or applicable commercial terms.

2. Returns

To be eligible for a return, the product must:

  • Be unused and in its original condition;
  • Be complete with all accessories, documentation and components supplied;
  • Be returned in its original packaging whenever reasonably possible;
  • Not have been installed, commissioned, modified, programmed or electrically connected;
  • Be accompanied by proof of purchase, such as an invoice or order number.

Industrial automation equipment that has been installed, powered, programmed, configured or modified may not be eligible for return unless otherwise agreed in writing by ICS Automatix.

Please do not return any product without first contacting ICS Automatix and obtaining return instructions or a return authorization.

3. Products Not Eligible for Return

The following products are generally not eligible for return, except where required by applicable law or where the product is defective:

  • Products manufactured or configured specifically for the customer;
  • Custom-built electrical or automation equipment;
  • Products that have been programmed, parameterized or modified at the customer’s request;
  • Products that have been installed, commissioned or electrically connected;
  • Products supplied as part of a specific engineering project;
  • Downloadable software, licenses, activation keys and digital products once delivery or activation has begun;
  • Software or products supplied with a license that is non-transferable;
  • Products that cannot be resold for technical, safety, licensing or traceability reasons;
  • Products damaged as a result of incorrect installation, wiring, storage, handling or use;
  • Products returned without prior authorization.

4. Defective, Damaged or Incorrect Products

If you receive a product that is defective, damaged during transportation, or different from the product ordered, please contact us as soon as possible after delivery.

Please provide:

  • Your order or invoice number;
  • A description of the issue;
  • Photographs of the product and packaging where applicable;
  • Any relevant technical information requested by our support team.

ICS Automatix may request that the product be returned for inspection.

If the product is confirmed to be defective or incorrectly supplied due to an error attributable to ICS Automatix, we will provide an appropriate remedy in accordance with applicable law and the contractual terms applicable to the order.

5. Return Shipping

For returns resulting from a customer request, such as a change of mind where a return is legally permitted, the customer may be responsible for the return shipping costs.

Where the return is due to an error by ICS Automatix or a confirmed product defect covered by the applicable warranty or legal guarantee, ICS Automatix will bear the appropriate return shipping costs.

Products must be adequately packaged to prevent damage during transportation.

ICS Automatix cannot be held responsible for damage occurring during a return shipment that was inadequately packaged by the customer.

6. Inspection of Returned Products

All returned products may be inspected upon receipt.

If a returned product shows signs of installation, use, modification, damage or missing components, the refund may be reduced to the extent permitted by applicable law.

For professional customers, any applicable restocking, inspection or handling charges will be communicated in advance or specified in the applicable commercial terms.

7. Refunds

Once the returned product has been received and inspected, we will notify you of the outcome.

Where a refund is approved, the refund will normally be made using the original payment method.

For consumers exercising their statutory right of withdrawal, refunds will be processed in accordance with applicable consumer protection legislation.

Unless otherwise required by law, additional services requested by the customer and already performed before cancellation may not be refundable.

8. Late or Missing Refunds

If you have not received an approved refund, please first:

  1. Check your bank account;
  2. Contact your payment provider;
  3. Contact your bank, as processing times may vary.

If the refund is still missing, please contact us at:

Email: sales@ics-automatix.com
Company: ICS Automatix
Website: ics-automatix.com

9. Exchanges

We only replace products when the product is defective, damaged, incorrectly supplied, or when an exchange has been expressly agreed with ICS Automatix.

An exchange may be subject to product availability.

10. Warranty

Product warranties are subject to the manufacturer’s warranty conditions and, where applicable, the statutory guarantees applicable to the sale.

ICS Automatix may assist customers in communicating with the manufacturer or authorized distributor when a warranty claim is applicable.

The warranty does not normally cover damage caused by:

  • Incorrect installation or wiring;
  • Incorrect voltage or electrical conditions;
  • Improper storage or handling;
  • Unauthorized modification;
  • Incorrect programming or parameterization;
  • Operation outside the manufacturer’s specifications;
  • Normal wear and tear;
  • External environmental conditions outside the specified operating range.

11. Cancellation of Custom Orders

Orders involving customized, specially configured, programmed or specifically sourced equipment may not be cancellable once procurement, engineering, configuration or manufacturing has started.

Any cancellation conditions applicable to such orders will be specified in the quotation or order confirmation.

12. Contact Us

For any return, refund or warranty request, please contact us before sending a product back.

ICS Automatix
Engineering for Life

Website: ics-automatix.com
Email: sales@ics-automatix.com

Please include your order number and a detailed description of your request so that we can process it as efficiently as possible..