Industrial machinery is not bought on approval, and a returns policy written as though it were would mislead you. What this page does instead is separate the four situations that actually arise, because each is handled completely differently and confusing them is what makes returns painful.
The time limit for reporting. The reporting window for each case is stated on your invoice. It differs between transit damage, which is governed by the transporter's terms, and a supply error, which is ours. We have not printed a single figure on this page because one number cannot be right for both.
The consignment arrived broken. This is a freight claim and it depends almost entirely on what you did in the first ten minutes.
Note the damage on the transporter's copy before you sign it. A clean signed receipt closes the claim for everyone, including us. Photograph the outer packing before you open it, then photograph the damage. Count the packages against the invoice.
With those, we raise the claim with the transporter and arrange the replacement or the repair from our end. You should not have to negotiate with a transporter we booked.
The item does not match the order acknowledgement — wrong model, wrong configuration, wrong part. This is our error and it is on us to put right.
Tell us with the order reference and a photograph. We arrange collection of the wrong item and despatch of the right one. You do not pay freight either way on our error, and you do not pay a restocking charge on it.
The item is what you ordered but it does not work. This is a warranty matter rather than a return, and it is usually settled faster than a return would be — most faults are resolved by sending a part.
Report it as described on the warranty page. Do not send a machine back before speaking to us; a machine in transit is a machine nobody can diagnose.
The hardest case, and the one where honesty helps most. A standard, unused, undamaged item in its original packing can usually be taken back or exchanged, subject to the terms on your invoice, with freight both ways and any restocking charge to your account.
What cannot be taken back: a machine built or configured to your specification, anything cut to length for you, anything that has been installed, run or wired in, and consumables whose packing has been opened. None of that is us being difficult — a machine built to your arch size cannot be sold to anyone else.
If you are unsure before you order, ask. A five-minute call is cheaper than a return, and we would rather talk you out of the wrong machine than take it back later.
Once the case is agreed, you get either a replacement despatched, or a credit note against the invoice. Which one is yours to choose in most cases; tell us which you want when you report it.
A credit note is raised against the original invoice with the GST treated correctly. Your accounts team will want the credit note number, and we send it without being asked.
Almost every return we handle traces back to something that could have been settled in a five-minute call before the order. It is worth naming them.
Measure the largest pack you actually run, not the typical one. A machine sized to the average will fail on the outliers, and the outliers are what get noticed.
Check the route in — gate, doorway, lift, step. A machine that cannot reach the bench is not a machine fault, and it cannot be returned as one.
Confirm the power point exists at the right phase and rating, at the bench, before the machine ships.
Tell us the consumable you buy. A machine specified around a different strap or film will disappoint, and that is not a defect either.
Ask us to talk you out of a machine if you are unsure. We would far rather lose a sale than take one back.
The reporting window is on your invoice, and it differs between transit damage and a supply error. In every case, report it the day you see it — for transit damage in particular, a clean signed receipt is very hard to reopen.
A standard unused machine may be taken back subject to the terms on your invoice, with freight and any restocking charge to your account. A machine configured for you cannot be. This is why we ask for your carton size before quoting.
If we sent the wrong item or it was faulty, we do. If the order was wrong at your end, you do.
Unused, unopened, standard parts usually yes. Anything cut to length for your machine, no.
Normally a credit note against the invoice, which is cleaner for both sides' GST records. Tell us if you need it handled differently.
Where a return is accepted for an order placed in error, any restocking charge is stated on your invoice terms. Where the error was ours, there is none.
Usually easier for both sides, and often possible where a straight return is not. Ask before sending anything back.
Note it on the transporter's copy and photograph it. If the machine is undamaged there is nothing to claim, but the note protects you if a fault appears later.
Photograph it before you unpack, then call +91 95822 69346.
Mobile number must be a valid 10 digit number.
By continuing, you agree to PackForge's Terms & Conditions.
Popular Cities
More Cities
Our support team is here for you. Get in touch for quick assistance!
We appoint distributors territory-wise across India and in African markets. Dealer pricing, demo machines and technical training are provided.
Genuine spares and annual maintenance contracts for every PackForge machine, handled by our own service engineers.
A factory quote comes back against the details you send. You are not obliged to order.
What is inside
Scan to ask for the catalogue on WhatsApp