Returns & Refunds Policy

Summary

RMA required

No Product may be returned to us without a Return Material Authorisation (RMA) number issued by us in advance. An RMA is valid for 21 days from issue and covers only the Products, quantities and lot numbers listed on it.

Returns sent without a valid RMA number, or received after the RMA has expired, will be refused and returned to you at your cost, or where a dangerous-goods consignment cannot lawfully be returned to you, destroyed at your cost. Issuing an RMA is not an admission that a Product is defective and does not by itself entitle you to a refund or credit.

What we accept back

We will accept a return under this policy where all of the following apply:

• you request the RMA within 30 calendar days of delivery;
• the Product is in its original, unopened manufacturer packaging — unused, in the container it was supplied in, with all seals, tamper-evident closures, caps and shrink wrap intact. This condition applies to every return without exception;
• the Product has not been down-packed, decanted, re-packed, repackaged, split or dispensed out of its original container by you or anyone else;
• the original label, lot or batch number and expiry or manufacture date are present, legible and unaltered;
• the Product has been stored throughout in accordance with the storage conditions on the label, datasheet and Safety Data Sheet, including any refrigerated or frozen requirement, and has not left your control except to return to us;
• at least 75% of the published shelf life remains at the date we receive it;
• the Product is a current catalogue item that we still stock; and
• the Product is returned complete, with any accessories, manuals, cables, fixtures and packaging supplied with it.

Returns are accepted at our discretion. We may decline a return that does not meet these conditions, or accept it subject to a reduced credit reflecting its condition. Meeting these conditions does not itself entitle you to a refund: every return is subject to inspection and acceptance under Section 9 before any credit is issued.

What we cannot accept back

The following are not returnable for credit or refund except where the Product fails to conform to our limited warranty or we shipped it in error:

• Opened, unsealed, decanted or partially used chemical Products of any kind. Once a container of adhesive, coating, sealant, grease or binder is opened, contamination, moisture ingress, premature cure and ambient light exposure make it impossible for us to verify or resell it, and unsafe for us to do so.
• Products that have been down-packed, decanted, re-packed, repackaged, split or dispensed out of their original Incure container by anyone other than us. Down-packing also voids all warranty on the Product in full — see Section 12 and Section 11 of the Terms.
• Custom, made-to-order, blended-to-order, repackaged, decanted, colour-matched or specially imported Products, and any Product supplied to your specification.
• Cut-to-length items, including lightguides cut or terminated to order.
• Products with less than 75% of published shelf life remaining, past their expiry date, or supplied as short-dated or clearance stock.
• Products that have been frozen, overheated, exposed to UV or daylight, or otherwise stored outside published conditions.
• Products whose label, lot number or date coding is missing, defaced or altered.
• Refrigerated or temperature-controlled Products once they have left our facility, unless we shipped them in error.
• Products that cannot lawfully be carried back to us as dangerous goods from your location, or for which no compliant return packaging is available.
• Personal protective and hygiene items once opened, including UV eye protection.
• Consumables that have been installed, energised or used, including UV bulbs, filters, nozzles and dispensing needles.
• Samples, evaluation quantities and Products supplied free of charge.
• Products purchased from a distributor or reseller rather than from us directly. Please return those to the seller you bought from.

Restocking charge and freight

Returns for reasons other than our breach — change of mind, over-ordering, ordering the wrong grade, a project cancellation, duplicate ordering — are subject to a restocking charge of 15% of the invoiced price of the returned Products, with a minimum charge of USD 25 per RMA.

You are responsible for:

• return freight, insurance and any dangerous-goods surcharge, prepaid. We do not accept freight-collect returns;
• compliant dangerous-goods packaging, marking, labelling and documentation for the return shipment;
• any import duty, customs charge or brokerage fee arising on the return; and
• risk of loss or damage until the return is signed for at our facility.

Original outbound shipping charges, credit-card processing fees, small-order fees and dangerous-goods surcharges are not refundable on a change-of-mind return.

Where the return arises from our error or a Product's failure to conform to our limited warranty, no restocking charge applies, we arrange and pay for return freight, and we refund the original outbound shipping charge.

Damaged, defective or wrong Products

Inspect every delivery on arrival. Notice periods are set out in Section 9 of the Terms and repeated here:

• Visible transit damage or a shortage — tell us within 5 business days of delivery. Note the damage on the carrier's delivery record before signing where you can, and keep all packaging and the pallet until the claim is closed.
• Wrong Product shipped, or a non-conformity apparent on inspection — tell us within 10 business days of delivery.
• A latent non-conformity — tell us within 10 business days of discovering it, and in any event within the warranty period.

Send your notice to support@uv-incure.com with the order number, the lot or batch number from the container label, the quantity affected, a description of the problem, and photographs of the Product, the label and the outer packaging.

Do not use, apply, process, repackage, resell or dispose of the affected Product until we tell you to. We may ask you to return it, to return a retained sample, or to hold it for inspection. Continuing to use a Product after discovering a problem is an acceptance of it.

Where a Product does not conform to our limited warranty, your remedy is set out in Section 14 of the Terms: at our option, replacement, repair, or refund of the price paid for that Product. That remedy is exclusive, and does not extend to rework, removal, downtime or damage to your own products.

How to request a return

1. Email support@uv-incure.com with the subject line RMA request — order [your order number].
2. Include: order number and order date; Product code and description; quantity; lot or batch number and expiry date from the label; the reason for return; and photographs of the sealed container and its label.
3. We will reply, normally within 2 business days, either issuing an RMA number with return instructions and the address to ship to, or explaining why the Product cannot be returned.
4. Ship the Product back within 21 days of the RMA date, following Section 8.

Requesting an RMA does not suspend payment terms. Invoices remain payable in full while a return is in progress.

Packing and shipping a return

• Write the RMA number clearly on the outside of every carton and on the paperwork.
• Return the Product in its original container, inside a suitable outer carton with adequate cushioning. Do not attach labels, tape or writing directly to the Product container.
• Chemical Products must be shipped in compliance with the dangerous-goods rules of the carrier and of the origin and destination countries. You are the shipper of record for the return and are responsible for correct classification, UN-specification packaging, marking, labelling, declarations and any driver or handler training requirement.
• Include a copy of the RMA and the original packing list inside the carton.
• Use a trackable service and keep proof of shipment. Risk stays with you until we sign for the goods.
• Do not consolidate Products from different RMAs into one shipment without telling us.

Inspection on arrival

Every return is inspected when it reaches us. We check that the Product is in its original unopened packaging, and we check the seal, the label, the lot number, the remaining shelf life and the condition of the container against the RMA. We may test the Product where a non-conformity is claimed.

A return is accepted only when that inspection is complete and we have confirmed acceptance in writing. Until then no refund or credit arises, and nothing in the RMA, in our acknowledgement of the return or in the carrier's proof of delivery constitutes acceptance.

If the return does not meet the conditions in Section 3, we will contact you and may: return the Product to you at your cost; issue a reduced credit reflecting its condition; or, where the Product cannot lawfully or safely be returned or resold, dispose of it and charge you the disposal cost. If we do not hear from you within 30 days of contacting you about a rejected return, we may dispose of the Product without further notice and without credit.

Refunds

• Approved refunds are issued to the original payment method through Stripe. We cannot refund to a different card, account or person.
• We process approved refunds within 10 business days of accepting the return following inspection. Your bank or card issuer then takes its own time — typically a further 5 to 10 business days — to show the credit on your statement.
• The refund is calculated as: price paid for the returned Products, less the 15% restocking charge where it applies, less any non-refundable shipping, surcharge or processing fee, less any reduction for condition.
• Where you hold an account with us, we may issue a credit note against your account instead of a refund, at our option.
• Refunds are made in the currency of the original payment. We are not responsible for any difference arising from exchange-rate movement between the payment and the refund, or for any fee your card issuer or bank charges.
• Partial returns are refunded pro rata. Any volume discount, promotional price or free-freight threshold that applied to the original order is recalculated on the quantity retained, and the difference deducted from the refund.

Cancelling an order

You may ask to cancel or change an order at any time before it is dispatched by emailing support@uv-incure.com with your order number. We will cancel it and refund you in full if we can do so before the order enters picking and packing.

Once an order has been dispatched it cannot be cancelled; it must be handled as a return under this policy. Orders for custom, blended, cut, repackaged or made-to-order Products cannot be cancelled once production has begun; where we agree to cancel, you remain responsible for costs incurred to the date of cancellation.

Equipment and systems

UV curing systems, conveyors, chambers, lamps and other capital equipment are covered by the 12-month limited warranty in Section 11 of the Terms. In addition:

• Equipment returned as a change-of-mind return must be unused, in the original packaging, with all accessories, manuals and fixtures, and is subject to the 15% restocking charge. Equipment that has been energised or installed is not returnable.
• Warranty service is provided at our facility unless we agree otherwise in writing. Contact us for an RMA before shipping equipment for service; we will advise whether a repair is in warranty.
• Bulbs, lightguides and other consumables supplied with equipment carry the 90-day consumable warranty, not the equipment warranty.
• Equipment repaired or modified by anyone we have not authorised is no longer under warranty.
• Chemical Products supplied with equipment are subject to the same rule as all other chemical Products: down-packing, decanting or re-packing out of the original container voids all warranty.

Consumers and statutory rights

Our Products are sold to business customers. If you nevertheless deal with us as a consumer, nothing in this policy affects your statutory rights — in Singapore under the Consumer Protection (Fair Trading) Act 2003 and the lemon law provisions of the Sale of Goods Act 1979, and in the United States under applicable federal and state law. Those rights apply in addition to this policy, and the time limits and charges in this policy apply to you only to the extent the consumer law that applies to you permits.

Contact

Returns and RMA: support@uv-incure.com
United States: +1 (860) 748-2979 — Incure, Inc., 1301 Asheville HWY, Spartanburg, SC 29303, USA
Singapore: +65 6270 2188 — Incure Adhesives Manufacturing Pte Ltd, 33 Ubi Avenue 3, Singapore 408868

Please have your order number and the Product lot number ready.