Returns Policy
Xentegrity, LLC
Effective Date: November 2, 2026
1. General Return Policy
1.1 Xentegrity, LLC (“Seller”) accepts returns of eligible equipment and products (“Products”) subject to the terms and conditions outlined in this policy.
1.2 All returns require prior written authorization from Seller. Products returned without authorization may be refused.
1.3 Refunds and credits apply only to the eligible purchase price of the Product. Original shipping, freight, crating, packaging, handling, and insurance charges are non-refundable, except as required by applicable law.
2. New Equipment Returns
2.1 Buyer may qualify for a refund or credit for eligible new equipment returned within thirty (30) days from the original shipment date or pickup date.
2.2 To qualify, equipment must be returned in the same condition and original packaging in which it was shipped or collected from Seller’s facility.
2.3 Returned equipment must be unused, undamaged, and in new, resalable condition.
2.4 Buyer is responsible for all costs associated with returning the equipment, including shipping, freight, packaging, crating, and insurance.
2.5 If returned equipment requires cleaning, repairs, replacement components, or repackaging, Seller reserves the right to deduct reasonable restoration costs from the eligible refund or credit.
3. Used Equipment Returns
3.1 Buyer may qualify for a refund or credit for eligible used or pre-owned equipment returned within fourteen (14) days from the original shipment date or pickup date.
3.2 Equipment must be returned in the same condition and packaging in which it was originally shipped or collected, allowing for its documented pre-owned condition at the time of sale.
3.3 Buyer shall be responsible for all return shipping, freight, packaging, crating, and insurance expenses.
3.4 Equipment showing additional damage, unauthorized modifications, missing components, or deterioration beyond its condition at the time of sale may be subject to deductions or rejection of the return.
3.5 Used equipment is subject to any additional condition disclosures, warranty limitations, or return restrictions expressly identified in the applicable Sales Documents.
4. Custom and Special-Order Equipment
4.1 Custom-manufactured, specially ordered, modified, or configured equipment is not eligible for return, refund, or credit, except as required by applicable law or expressly agreed upon in writing by Seller.
4.2 Custom equipment includes, but is not limited to, mixing tanks, storage tanks, processing systems, and other equipment manufactured or sourced according to Buyer’s specific requirements.
4.3 Deposits and cancellation requests for custom equipment are governed by Xentegrity’s Terms & Conditions of Sale.
5. Restocking Fees
5.1 Approved returns of eligible new equipment are subject to the following restocking fees:
- 15% for standard conveyors and rotary tables.
- 25% for packaging equipment, including but not limited to fillers, cappers, labelers, induction sealers, and similar machinery.
5.2 Any restocking fees applicable to processing equipment or used equipment shall be disclosed in the applicable Sales Documents or agreed upon in writing as part of the return authorization.
5.3 Applicable restocking fees will be deducted from the approved refund or credit amount.
6. Return Authorization and Inspection
6.1 Buyer must contact Seller to request return authorization before shipping any equipment back.
6.2 Seller may require the original invoice number, Product information, photographs, and an explanation of the return request.
6.3 Upon authorization, Seller will provide applicable return instructions and the designated return destination.
6.4 All returned Products are subject to inspection upon receipt to verify eligibility, condition, completeness, and compliance with this policy.
6.5 Seller reserves the right to reject returns that do not meet the applicable return requirements, subject to governing law.
7. Refunds and Credits
7.1 Approved refunds or credits will be processed within thirty (30) days after Seller receives and inspects the returned equipment.
7.2 Refund amounts will reflect the eligible Product purchase price, less applicable restocking fees, restoration costs, or other authorized deductions.
7.3 Original shipping, crating, handling, packaging, and insurance charges are non-refundable unless otherwise required by law.
7.4 Refunds will generally be issued through the original payment method or another mutually agreed method, subject to applicable payment processing requirements.
8. Warranty Claims
8.1 Returns involving alleged defects in materials or workmanship shall be evaluated under Xentegrity’s one-year limited warranty, as described in its Terms & Conditions of Sale.
8.2 Approved warranty claims may qualify for repair or replacement rather than a standard return or refund.
8.3 Warranty-related shipping responsibilities shall be governed by the applicable limited warranty provisions.
