Soontact Packaging Machinery Co., Ltd.
Effective Date: February 1, 2026
Soontact Packaging Machinery Co., Ltd. ("Soontact," "we," "us," or "our") is committed to delivering high-quality packaging machinery that meets agreed specifications. Due to the custom nature of industrial machinery, we maintain a strict return and refund policy. Please read the policy carefully before placing an order.
All sales are final. We do not accept returns for change of mind, incorrect ordering, or any reason other than verified quality issues. Packaging machinery is manufactured to order based on customer specifications, making returns impractical for resale or restocking.
Before placing an order, buyers should:
We encourage buyers to request video demonstrations, sample runs, or detailed technical consultations before purchase to ensure the selected machinery meets requirements.
We accept returns only when machinery exhibits verified manufacturing defects or quality issues that prevent normal operation as specified.
Returns may be accepted for:
Returns will not be accepted for:
Quality issues must be reported within 30 days of delivery. Issues reported after 30 days will be handled under warranty terms rather than the return policy.
To report a quality issue, contact us at jayce@soontact.com with:
Upon receiving a quality complaint, our technical team will:
We will respond to quality complaints within 7 business days with an initial assessment.
When a quality issue is verified, we offer the following resolution options at our discretion:
We may provide replacement parts, repair instructions, or remote technical support to resolve the issue. For complex repairs, we may arrange for a technician visit at our expense if deemed necessary.
Defective components will be replaced free of charge. Replacement parts are shipped via the most appropriate method based on urgency and location.
In cases where machinery cannot be repaired to meet specifications, we may provide a replacement machine. The defective machine must be returned to us before or simultaneously with replacement shipment.
Full or partial refunds may be issued in cases where repair or replacement is not feasible. Refunds are processed after the defective machinery is returned and inspected at our facility.
For verified quality issues, Soontact covers return shipping costs. We will arrange and pay for freight to return defective machinery to our facility.
Returned machinery must be:
We will provide packaging instructions and may arrange for professional packing services if necessary.
Do not return machinery without prior authorization. We will provide a Return Authorization Number and shipping instructions once a return is approved.
Refunds are issued via the original payment method, typically telegraphic transfer (T/T) to the bank account from which payment was received.
Refunds are processed within 30 days after:
Full refunds include the machinery purchase price. Shipping costs paid by the buyer for the original shipment are refundable only if the quality issue existed at the time of delivery. Costs incurred by the buyer for customs duties, taxes, or import fees are not refundable by Soontact but may be recoverable through customs authorities in the buyer's country.
Orders may be cancelled before production begins. A full refund will be issued minus any non-recoverable costs such as bank transfer fees.
Once production has commenced, orders cannot be cancelled. Machinery is built to order based on customer specifications and cannot be resold to other customers.
Orders cannot be cancelled after machinery has been shipped.
Deposits paid to initiate production are non-refundable once production has commenced, except in cases where Soontact is unable to fulfill the order as agreed.
Quality issues discovered after the 30-day return period are handled under our standard warranty policy. Warranty coverage provides for repair or replacement of defective parts for 12 months from the date of shipment. Refer to our Terms and Conditions for complete warranty details.
If buyers disagree with our assessment of a quality complaint, we encourage open communication to reach a fair resolution. Unresolved disputes will be handled according to the dispute resolution procedures outlined in our Terms and Conditions.
For quality complaints, return requests, or refund inquiries, please contact us:
Soontact Packaging Machinery Co., Ltd.
Email: jayce@soontact.com
Address: No. 1, Industrial Avenue East, Industrial Park, Chen Village Town, Shunde District, Foshan City, GuangDong Province, China
