Empenzo Americas Corp.

At Empenzo Americas, our priority is to help ensure that your equipment operates properly and reliably. Due to the technical nature of industrial sewing machinery, many issues can be resolved through troubleshooting, replacement parts, adjustment, or repair support.

TECHNICAL SUPPORT AND DEFECTIVE ITEMS

If you experience a problem with a machine, part, or equipment:
- Contact us within 14 days of delivery.
- Provide your order number, machine model, part number, and clear photos or videos of the issue.
- Keep the item and all original packaging materials until the case is resolved.

Depending on the circumstances, we may provide:
- Technical troubleshooting guidance
- Replacement parts
- Repair or adjustment assistance
- Product replacement
- A partial or full refund when appropriate

A full machine or equipment replacement will generally be considered when troubleshooting, repair, or replacement-part support cannot reasonably resolve the issue.

This policy does not limit any rights or remedies that cannot be waived under applicable law.

RETURNS FOR NON-DEFECTIVE ITEMS

Return requests for non-defective products must be submitted within 14 days of delivery.

To qualify for return:
- The item must be unused and uninstalled.
- The item must not have been placed into operation.
- The item must be in its original condition and packaging.
- The return must receive written authorization from Empenzo Americas before shipment.
- The authorized return must be shipped within 10 calendar days after approval.

Approved non-defective returns are subject to a 25% restocking fee.

Original shipping charges are non-refundable. Return shipping must be arranged and prepaid by the customer.

Unauthorized returns may be refused or returned to the sender.

INSTALLED OR OPERATED EQUIPMENT

Industrial sewing machines, motors, tables, automation equipment, and other machinery are not eligible for convenience returns after installation, assembly, adjustment, or operation.

Claims involving defects, incorrect products, shipping damage, or other covered problems will still be reviewed under this policy and applicable law.

SPECIAL-ORDER, CUSTOM, AND SOURCED PRODUCTS

Custom-built, modified, specially sourced, discontinued, or special-order products cannot be returned after:
- The supplier order has been placed
- Production or modification has started
- The product has been shipped to Empenzo Americas or directly to the customer

This restriction does not apply when the product received is defective, damaged, materially different from what was ordered, or incorrectly supplied by Empenzo Americas.

If we cannot supply a special-order product, or if the estimated shipping date changes before shipment, the customer may accept the revised estimated date or cancel the affected item for a full refund.

USED AND PRE-OWNED MACHINES

Used and pre-owned equipment is sold in the condition described on the product page, quotation, invoice, or sales agreement.

When an item is sold "as is" or "with all faults," that condition will be clearly stated in the applicable listing or sales documentation.

Used equipment is not eligible for convenience returns unless otherwise agreed to in writing. Claims involving undisclosed material defects, incorrect products, or transit damage will be reviewed separately.

FREIGHT AND SHIPPING DAMAGE

Inspect all packages, machines, crates, and pallets at the time of delivery.

Visible damage must be noted on the carrier's delivery receipt before signing. Report visible freight damage to Empenzo Americas within 48 hours of delivery.

Concealed damage should be reported as soon as it is discovered. Keep all packaging, crates, pallets, labels, and damaged materials for carrier inspection.

Failure to report damage promptly may affect our ability to file a claim with the shipping carrier.

REFUND PROCESSING

Approved refunds are issued to the original payment method after the returned product has been received and inspected.

Processing may take 5-10 business days after inspection. Additional time may be required for the customer's bank or payment provider to post the refund.

Restocking fees do not apply when Empenzo Americas supplied the wrong product or when an approved return results from a verified defect or shipping damage.

CONTACT

Empenzo Americas Corp.
4550 Fernbrook Place
Cumming, GA 30040, USA
Email: order@empenzo.com
Telephone: +1 770 744 3831