Returns & Claims Policy

Scope and transaction terms

This policy provides general information for international B2B equipment transactions with Delta M&E. Specific inspection, warranty, notification and claims arrangements are confirmed in the applicable quotation and sales agreement.

Warranty, inspection, claims, and after-sales arrangements are subject to the applicable quotation, sales agreement, and mandatory law.

Nothing on this page is intended to exclude obligations or buyer rights that cannot be excluded under applicable mandatory law.

Confirm the equipment before shipment

Before order acceptance, confirm the complete model, quantity, technical specifications, power supply, selected configuration, condition and destination requirements. For project-specific equipment, review the agreed equipment schedule and service scope.

Agree any packaging requirements, photographs, serial number records and document checks before shipment. Buyer-arranged inspection can be discussed, with the scope, access, timing and cost agreed in advance. An inspection does not automatically establish compliance with every destination requirement.

Visible shipping damage or discrepancies

Check the delivery and packaging when reasonably possible. Photograph visible damage, labels and discrepancies, retain delivery records, and notify Delta M&E and the carrier or insurer as appropriate. Where practical, note visible issues on the delivery record.

Responsibility for transport damage depends on the agreed delivery terms, risk transfer, carrier responsibility, insurance and the facts of the shipment. We do not assume that all transit damage is automatically the seller’s responsibility.

Defects found during unpacking or inspection

A genuine pre-existing defect can be reported after packaging has been opened, including a defect found in a packaged fan coil unit. Unpacking alone does not automatically void that right.

Opening or using equipment does not prove that a claimed defect existed before delivery. Please preserve relevant evidence and report the issue as soon as reasonably possible, observing the applicable agreed notification requirements and mandatory law. This page does not set a universal final claims deadline.

Disclosed Configuration Limitations

Any known limitation affecting the agreed equipment configuration must be disclosed before order acceptance. The applicable quotation or sales agreement should identify the limitation and record the buyer’s informed acknowledgment.

A specifically disclosed and accepted unavailable feature is not automatically treated as an undisclosed defect. This does not waive claims for other genuine defects, failure to meet agreed specifications, seller-responsible nonconformity or remedies required by mandatory law. It is not a blanket refund exclusion.

• Regional configuration and Smart Panel compatibility

What to include in a claim

Use the email contact details on our inquiry page. Provide the information relevant to the issue so we can identify the equipment and understand what happened.

• Order reference, full model and serial number, where available.
• Destination, delivery date and a clear description of the issue and when it was discovered.
• Photographs or videos of the equipment, nameplate, packaging and affected area.
• Delivery records and any carrier or insurer findings relevant to shipping damage.
• Installation conditions, operating history and qualified technical test findings, when relevant.

• Send claim details by email

Verification and investigation

We first review the available records remotely and may ask for further photographs, manufacturer input or checks by an appropriately qualified technician. The investigation considers the reported defect, supply conformity, transit history, installation and operation where relevant.

Preserve the equipment, packaging and affected parts where practical. Discuss non-urgent repairs or alterations before proceeding so evidence is not lost. If there is a safety concern, stop using the equipment and seek qualified local assistance.

Appropriate remedies

A confirmed seller-responsible nonconformity will be addressed with an appropriate remedy. Depending on the findings and transaction, this may be replacement parts, a reasonable repair contribution, replacement equipment, a price adjustment or a refund.

Where practical, we seek to resolve an issue through parts, repairs or another agreed remedy before arranging an international equipment return. The remedy and any cost allocation must reflect the seller’s contractual obligations and applicable mandatory law; the options listed are not a promise that every claim qualifies for every remedy.

International returns and customs

Do not dispatch equipment back before coordinating the return with Delta M&E. Agree the destination, packaging, transport, insurance, customs documents and allocation of costs first. This coordination does not remove rights under mandatory law.

Seller-funded worldwide return shipping is not a standard inclusion. Return costs and responsibilities depend on the verified issue, sales agreement and applicable law.

Special-order and project-specific equipment

Cancellation, changes or change-of-mind return requests for manufacturer orders or project-specific equipment are reviewed against the agreed terms and the order’s production or procurement status. These requests are separate from a claim for a confirmed defect or nonconformity. No blanket ‘all sales final’ rule overrides applicable mandatory obligations.

Installation, handling and operating conditions

Damage shown to result from buyer-caused mishandling, unsuitable installation, incorrect power supply, operation outside specified conditions or unauthorized modification is not treated as a pre-existing seller-responsible product defect. Responsibility is assessed on the evidence; an unrelated genuine defect remains open to review.

Quotation, delivery terms and applicable law

The quotation and sales agreement should identify the delivery term, named place and any applicable Incoterms® edition, together with inspection, insurance, warranty and claims arrangements. These details determine the agreed allocation of relevant responsibilities; no single delivery term is assumed for all orders.

Contact us if a term or responsibility is unclear before accepting the order. Mandatory law continues to apply alongside the agreed transaction terms.

• Warranty & After-Sales Support
• Contact our team