Refund Policy

Refund and Return Policy

Last Updated: October 20, 2026

1. General Provisions

This Refund and Return Policy (“Policy”) governs requests for product returns, replacements, repairs, and refunds relating to products supplied by Suzhou Macxi Fluid Technology Co., Ltd. (“MACXI,” the “Seller,” “we,” “us,” or “our”).

MACXI supplies industrial pumps and customized fluid handling solutions, including magnetic gear pumps, precision plunger pumps, pump head and motor assemblies, and related control systems.

Our products are primarily intended for industrial and business applications. Return and refund arrangements may therefore depend on the product type, customization requirements, order status, applicable sales agreement, and the laws governing the transaction.

This Policy is subject to applicable laws and regulations in the relevant markets, including the United States, Southeast Asian countries, and other international destinations where MACXI conducts business.

Nothing in this Policy excludes, restricts, or waives any rights or remedies that cannot lawfully be excluded, restricted, or waived under applicable law.

2. Returns of Products in Good Condition

For standard, non-customized products, return requests for reasons unrelated to defects may be submitted within 7 calendar days of delivery, subject to the conditions below, the applicable sales agreement, and mandatory legal requirements.

To be eligible for a voluntary return, the product must:

  • Be unused and not installed or operated.
  • Remain in its original condition, with its original packaging and all included components and accessories.
  • Show no signs of damage, unauthorized modification, disassembly, or misuse.
  • Be accompanied by an order confirmation, invoice, or other reasonable proof of purchase.

All voluntary returns must be discussed with MACXI and authorized in writing before the product is shipped back. Please contact us to explain the reason for the return and obtain return instructions.

The 7-day period described above is MACXI's general voluntary return policy for eligible standard products. It does not replace or restrict any longer return period or other mandatory rights that may apply under local law.

3. Customized and Made-to-Order Products

MACXI provides customized industrial pump products and solutions that may be manufactured or configured according to a Buyer's specific requirements.

Examples include:

  • Products manufactured according to the Buyer's technical specifications, drawings, or approved requirements.
  • Pump and motor assemblies configured for specific flow rates, outlet pressures, liquid properties, temperatures, or operating environments.
  • Products with customized materials, seals, connections, dimensions, motor configurations, or other non-standard characteristics.
  • Products specially manufactured or modified for a particular application and not ordinarily available for resale in the same configuration.

Voluntary returns of customized or made-to-order products for reasons unrelated to defects or non-conformity may not be accepted, subject to the applicable sales agreement and mandatory legal requirements.

If a customized product is defective, materially differs from the specifications agreed upon by the parties, or otherwise qualifies for a remedy under applicable law or the sales contract, the Buyer may contact MACXI to request an appropriate resolution.

The customized nature of a product does not automatically eliminate any rights or remedies that cannot lawfully be excluded.

4. Defective or Non-Conforming Products

If a product is defective, damaged, or does not conform to the specifications agreed upon by the parties, the Buyer should notify MACXI as soon as reasonably practicable after discovering the issue.

Depending on the circumstances, the applicable sales agreement, and mandatory legal requirements, available remedies may include:

  • Repair of the affected product.
  • Replacement with an equivalent or otherwise agreed product.
  • An appropriate price adjustment.
  • Cancellation of the affected order or a refund, where applicable.

To help us assess the issue, the Buyer may be asked to provide:

  • Order number, invoice number, or product model.
  • A description of the defect or non-conformity and when it was discovered.
  • Relevant photographs, videos, inspection reports, or test results.
  • Operating conditions, including liquid type, viscosity, temperature, flow rate, and outlet pressure, where relevant.

MACXI may request additional technical information or an inspection before determining the appropriate remedy, where reasonably necessary and permitted by applicable law.

Nothing in this section limits any mandatory rights or remedies available under applicable law or the relevant sales agreement.

5. Return Procedure

To request a return, repair, replacement, or refund, please follow these steps:

  1. Contact MACXI first: Email sales@szmacxi.com or bruce.tang@macxi-fluid.com with the subject line “Return or Refund Request.”
  2. Provide the relevant information: Include your order number, product model, reason for the request, and supporting photographs or documents where applicable.
  3. Wait for review: We will review your request and may contact you for additional information.
  4. Obtain return authorization: If a return is approved, MACXI will provide the applicable return address, shipping instructions, and any relevant requirements.
  5. Ship the product if instructed: Follow the approved instructions and retain the shipping receipt and tracking information.

Please do not ship any product back before contacting MACXI and receiving written return authorization and instructions.

Unauthorized returns may delay the review and processing of your request. Return authorization does not waive either party's rights or obligations under the applicable sales agreement or mandatory law.

6. Refund Processing

If a refund is approved, it will be processed in accordance with the applicable sales agreement and mandatory legal requirements.

Where practicable and legally permitted, refunds will be issued using the original payment method. If this is not possible, an alternative method may be agreed upon with the Buyer.

For refunds covered by this Policy, MACXI aims to process the refund within 10 business days after approval, unless a different period is required by applicable law or agreed in the relevant sales contract.

The time required for funds to appear in the Buyer's account may vary depending on the bank, payment service provider, or financial institution.

The refund amount and the treatment of shipping charges, taxes, and other costs will be determined in accordance with the applicable sales agreement and law.

7. Return Shipping Costs

Return shipping costs will be allocated according to the reason for the return, the applicable sales agreement, and mandatory legal requirements.

  • Voluntary returns: For eligible returns of products in good condition that are not caused by a defect or non-conformity, the Buyer will generally be responsible for return shipping costs unless otherwise agreed or required by law.
  • Defective or non-conforming products: Where MACXI is responsible for the defect or non-conformity, MACXI will generally arrange or bear reasonable return shipping costs, subject to the applicable sales agreement and law.
  • Other circumstances: For incorrect deliveries, transportation damage, or other return situations, the parties will determine the appropriate arrangements based on the circumstances, agreed shipping terms, and applicable legal requirements.

Please contact MACXI before arranging international return shipping. Industrial pumps and pump assemblies may require specific packaging, handling, and transportation arrangements.

8. Technical Specifications and Product Suitability

Industrial pump selection depends on the properties of the liquid being handled and the operating conditions of the intended application.

The Buyer is responsible for providing accurate and complete technical information, including, where relevant:

  • Liquid type and chemical compatibility requirements.
  • Viscosity and operating temperature.
  • Required flow rate and outlet pressure.
  • Motor specifications, power supply, and control requirements.
  • Installation conditions and other relevant operating parameters.

MACXI will evaluate the information provided and, where agreed, recommend or configure a product based on the specified requirements.

MACXI is not responsible for a product's failure to meet requirements that were not disclosed, were inaccurately provided by the Buyer, or fall outside the specifications agreed upon by the parties. However, this does not exclude MACXI's responsibility for defects, deviations from agreed specifications, or other matters for which MACXI is responsible under the applicable sales agreement or mandatory law.

The Buyer should confirm the final technical specifications and intended operating conditions before production or shipment.

9. Contact Information

For questions about returns, refunds, defective products, or order cancellations, please contact:

Suzhou Macxi Fluid Technology Co., Ltd.

Please include your order number and product model in your correspondence so that we can assist you more efficiently.

10. Policy Changes

MACXI may update this Policy from time to time to reflect changes in business practices, products, or applicable legal requirements.

The latest version will be published on our website with the applicable revision date.

Unless otherwise required by law or agreed by the parties, changes to this Policy will not retroactively alter the terms of an existing sales contract.

Nothing in this Policy limits rights or remedies that cannot lawfully be excluded under applicable law.

Last Updated: October 20, 2026