Product Exchange & Return Policy (Business Customers)
Effective Date: July 2026
This Product Exchange & Return Policy applies to all sales made by Tektem Europe unless otherwise agreed in writing.
By placing an order, the Buyer confirms that they have read, understood, and accepted this Policy in full.
1. General Principle
All products supplied by Tektem Europe are professionally inspected, tested, and quality-controlled before shipment.
All sales are final.
Products are not eligible for return, exchange, refund, or cancellation except where Tektem Europe expressly approves the request in writing.
2. Business Customers
Unless mandatory local consumer protection laws apply, all sales are deemed to be business-to-business (B2B) transactions.
The Buyer confirms that the purchased equipment is intended for commercial or professional use.
3. No Right of Return
The Buyer has no automatic right to:
return products
exchange products
cancel an order
refuse delivery
request a refund
once production, preparation, packaging or shipment has started.
4. Exchange Eligibility
An exchange will only be considered if ALL of the following conditions are satisfied:
written notification is received within 48 hours after delivery;
the original packaging remains unopened or professionally re-packed;
the product has never been installed, connected, assembled, tested or operated;
all accessories, manuals and supplied components are complete;
serial numbers remain intact;
Tektem Europe’s technical department confirms a manufacturing defect.
Failure to satisfy any one of these conditions automatically voids the request.
5. Technical Inspection
Every exchange request is subject to a complete technical inspection.
Tektem Europe has the exclusive right to determine:
whether a defect exists;
whether the defect is covered;
whether repair, replacement of parts, replacement of the machine or rejection of the claim is appropriate.
The technical decision of Tektem Europe shall be final.
6. Repair Before Replacement
Tektem Europe reserves the unrestricted right to:
supply replacement spare parts;
provide technical instructions;
perform remote diagnostics;
authorize local repair;
repair the machine;
replace only defective components.
Replacement of the complete machine shall be considered only if Tektem Europe determines that repair is impossible.
7. Cases Not Covered
No exchange, refund or replacement will be accepted for:
incorrect model selection;
incorrect machine size;
incorrect voltage selection;
wrong phase selection;
unsuitable application;
misunderstanding of specifications;
change of business plans;
cancellation after shipment;
dissatisfaction with performance where the machine operates according to specifications;
operator error;
improper installation;
improper maintenance;
misuse;
abuse;
negligence;
overload;
use outside recommended operating conditions;
modification without written approval;
unauthorized repair;
use of non-original spare parts;
cosmetic imperfections that do not affect operation.
8. Consumable Parts
The following items are considered consumables and are excluded from exchange or replacement unless proven defective upon delivery:
brushes
squeegees
belts
filters
hoses
batteries
rubber parts
seals
bearings
wheels
vacuum hoses
water hoses
electrical cables
fuses
lamps
nozzles
accessories
cleaning pads
all normal wear items.
9. Transport Damage
Any transport damage must be:
reported immediately to the carrier;
noted on the delivery receipt;
photographed before unloading whenever possible;
reported to Tektem Europe within 24 hours.
Failure to comply constitutes acceptance of the shipment in good condition.
10. Return Authorization (RMA)
No product may be returned without a written Return Merchandise Authorization (RMA).
Products returned without an RMA may be:
refused;
returned at the Buyer’s expense;
stored at the Buyer’s expense.
11. Shipping Costs
Unless otherwise agreed in writing, the Buyer is responsible for:
all transportation costs;
customs duties;
import taxes;
export documentation;
insurance;
packaging;
loading;
unloading;
bank charges;
warehouse charges;
re-delivery costs.
Original shipping charges are non-refundable.
12. Special Order Products
Products manufactured or supplied according to customer requirements are strictly non-returnable.
This includes but is not limited to:
custom voltage;
custom colour;
optional accessories;
special dimensions;
private label production;
customer-requested configurations;
specially imported items.
13. Proof of Defect
Tektem Europe may require:
photographs;
videos;
operating recordings;
serial number photos;
maintenance records;
installation photos;
electrical measurements;
additional technical documentation.
Failure to provide sufficient evidence may result in rejection of the claim.
14. Risk Transfer
Risk of loss or damage transfers to the Buyer upon delivery to the agreed delivery location or, where applicable, upon handover to the carrier.
15. Limitation of Liability
Tektem Europe shall not be liable for:
production downtime;
loss of profit;
business interruption;
replacement equipment rental;
labour costs;
travel expenses;
accommodation costs;
installation costs;
removal costs;
transportation losses;
indirect damages;
incidental damages;
consequential damages.
The maximum liability of Tektem Europe shall never exceed the original purchase price of the affected product.
16. Governing Law
This Policy shall be governed exclusively by the laws of Hungary.
Any dispute shall be subject to the exclusive jurisdiction of the competent courts of Budapest, Hungary.
17. Reservation of Rights
Tektem Europe reserves the right to amend this Policy at any time without prior notice.
The version published on the Company’s website at the time of purchase shall apply unless otherwise agreed in writing.