REM Online Store Return Policy
We have a 14-day return policy, which means you can request a return within 14 days of receiving your item.
To be eligible for a return, the item must be in the same condition as when you received it. The item should be unused and unworn, including all accessories, parts, operating and instruction manuals, spare parts lists, and original packaging where applicable.
Please notify us of a return at Returns in your REM online account if you wish to return a machine or product and be sure to provide your proof of purchase.
You can also contact us at the same email address for additional guidelines or other return-related questions.
Items returned to us without a prior return request will not be accepted.
Please notify us through Returns in your REM online account immediately if the item or product you received is not the same as what you ordered so that we can evaluate and rectify the matter.
Damaged or Missing Items
The receiving party should inspect all items delivered for any signs of damage in transit and report them immediately upon delivery to allow us to evaluate and rectify the matter. We will either repair or replace the damaged item. Please notify us within 14 days after delivery if the machine or product is missing any accessories or parts so that we can evaluate and rectify the matter.
We supply high-quality products. All machines are inspected and tested before shipping to ensure they are in good working order and free of defects. Please notify us if the machine or product received does not work or perform according to its specifications. We will validate and approve a return based on an inspection of the machine or product. Once approved, a defective item will either be repaired, replaced, or refunded.
Non-returnable items are typically consumable items that cannot be returned. These items may include, but are not limited to:
· Hardware and disposables, such as fittings, sandpaper, and bags.
· Blades and tooling, such as saw blades, cutting blades, cutting or shaping bits, and their accompanying accessories.
· Spare parts, which are components designed for the replacement or repair of specific elements of a product.
Please note that due to the nature of these items, we are unable to accept returns, and all sales of non-returnable items are final unless incorrect product has been shipped.
If you have any questions about whether an item falls into this category, please feel free to contact us for clarification before making your purchase.
Charges and Refunds
Items returned without a valid reason will be subject to payment of all shipping charges related to the purchase by the purchaser.
Incorrect orders will be rectified at no additional charge.
Items damaged in transit will be collected from you, repaired, or replaced at no additional charge.
If missing accessories or parts are found, they will be delivered to you at no additional charge.
When a product is returned, all accessories and parts supplied with the product must also be returned; otherwise, we will be entitled to either refuse the return or only replace or refund the item you returned.
Defective items will be repaired, replaced, or refunded at no additional charge. Refunds will only be approved once we have received and inspected the returned item.
You will be notified of approved refunds and refund payments.
Please note that we will only refund you to the payment method you originally used; for example, payment by credit card will be refunded to the same credit card.
Please allow some time for approved refunds to reflect, as it takes time for banks and credit card companies to process refunds.