1. Eligibility for Returns

Returns are accepted under the following conditions:

• The item was delivered damaged, defective, or incorrect.
• The product does not meet the specifications outlined in the order.
• The return request is initiated within 14 days of delivery.

To qualify for a return:

• The product must be unused, uninstalled, and in original condition.
• All original packaging, documentation, certificates, and accessories must be intact.
• Products that have been customized, fabricated to order, or modified are non-returnable, unless defective.

2. Non-Returnable Items

Due to the specialized nature of Oil & Gas equipment, the following items are generally not eligible for return:

• Custom-engineered or made-to-order equipment
• Installed, used, or field-tested products
• Items without original certification or traceability documents
• Clearance or final-sale items

3. Return Authorization Process

Before returning any item, customers must request a Return Merchandise Authorization (RMA):

1. Contact our support team at support@neptorixengineering.com with:

• Order number
• Product details
• Reason for return
• Supporting photos or inspection reports (if applicable)

2. Upon approval, an RMA number and return instructions will be provided.

Note: Returns sent without an approved RMA may not be accepted.

4. Inspection & Approval

All returned items are subject to inspection by our quality assurance team. Neptorix Engineering reserves the right to:

• Approve or reject returns based on condition and compliance
• Apply restocking fees where applicable (typically up to 20%)
• Reject items that show signs of use, damage, or missing components

5. Exchanges

We offer exchanges in the following cases:

• Incorrect item delivered
• Product defects or manufacturing faults
• Specification mismatch

If an exchange is approved:

• Replacement items will be shipped after the returned item is received and inspected
• In urgent operational scenarios, expedited replacement options may be arranged

6. Refunds

Once a return is approved:

• Refunds will be processed within 7–14 business days
• Refunds will be issued to the original payment method unless otherwise agreed
• Shipping and handling charges are non-refundable, unless the return is due to our error

7. Shipping Responsibility

• Customers are responsible for return shipping costs unless the return is due to:
  • Defective product
  • Incorrect shipment
• All returns must be securely packaged to prevent transit damage
• We recommend using insured and trackable shipping methods

8. Damaged or Defective Items

If your order arrives damaged or defective:

• Notify us within 48 hours of delivery
• Provide photographic evidence and delivery details
• Our team will prioritize resolution, including replacement, repair, or refund

9. Compliance & Industry Standards

Given the critical nature of Oil & Gas equipment, all returns and exchanges must comply with relevant safety, certification, and traceability requirements. Neptorix Engineering maintains strict adherence to industry regulations and reserves the right to deny returns that compromise compliance.