Refund policy
We do not take back or refund goods once they have been delivered. If a product has a manufacturing defect, we replace it.
This page explains what that means in practice: what counts as a manufacturing defect, how to report one, what happens if something arrives damaged or wrong, and the few cases where money does come back to you. It applies to everything you buy from Semsons Tech LLP on store.semsonstech.com.
In effect from 3 October 2026. This is the current version of this policy.
On this page
The short version
Delivered goods cannot be returned for a refund, and that includes items that are unused or were ordered by mistake. If a product has a manufacturing defect, tell us with your order number and a photo; once we have verified the defect, we replace it. If your order arrives damaged or you receive the wrong item, tell us within 48 hours of delivery and we replace it. Money comes back only when an order is cancelled before dispatch, when we cannot supply what you ordered, or when a replacement cannot be supplied. Any refund goes back to the way you paid.
1. No returns, no refunds on delivered goods
Once your order has been delivered, it is yours. We do not accept returns for a refund, and we do not exchange goods because you changed your mind.
- This includes unused and unopened items. Goods you no longer need, ordered by mistake or found unsuitable cannot be sent back for a refund.
- Check before you order. If you are not sure which nozzle, tray, spare or machine suits your work, ask us first with your machine model. We would rather confirm it than have you buy the wrong part.
- Do not send anything back without our written confirmation. We cannot trace an unexpected parcel to your order.
2. What counts as a manufacturing defect
A manufacturing defect is a fault in how the product was made or in its materials, present when it reached you, that stops it working as its product page describes.
These are not manufacturing defects:
- Normal wear. Nozzles, sorting trays, setting silicone and mounting bases are consumables. They wear out in normal use and are replaced on a schedule.
- Damage after delivery. A fall, misuse, solvents, the wrong cleaning liquid, an unstable power supply or unsuitable compressed air.
- Repairs by others. Damage from repair or opening by anyone other than us or an authorised dealer.
- The wrong choice. A product that works as described but is not the size or model you needed.
3. What we do, product by product
The remedy is always a replacement or, for machines under warranty, a repair or replacement. Only the route differs.
| Product | For a verified manufacturing defect | When to tell us |
|---|---|---|
| Wax setting machines and other machines | Our engineer inspects the machine. A verified defect is put right free of charge, by repairing it or by replacing the part or the machine. Which of the two is our choice. | Within the machine’s warranty period, for example 12 months from commissioning for the X4 Pro Plus and Pro Mini |
| ST4820 ultrasonic cleaner | We replace the machine | Within 30 days of delivery |
| Sorting trays, suction nozzles and AB silicone putty | We replace the item | As soon as you find the fault, with the order number and a photo of it |
| Other spares and consumables | We replace the item | As soon as you find the fault, with the order number and a photo of it |
A commissioned machine is supported where it stands. It is not sent back by courier. Call the service desk and we will get an engineer to it. Warranty details are in section 9 of our terms of sale.
4. How to get a replacement
- Tell us. Call +91 98216 12340 or e-mail [email protected] with your order number, what is wrong, and a clear photo or short video of the fault.
- We check it. We may ask for more photos, ask you to send the item to us, or send an engineer to see it. Do not send anything until we confirm it in writing.
- We replace it. Once the defect is verified, we send you a replacement of the same product. If we ask you to send a faulty item back, we pay the carriage.
- If we cannot replace it. If the same product can no longer be supplied, we refund what you paid for that item.
5. Damaged in transit or the wrong item
Phone or e-mail us within 48 hours of delivery with the order number and photos of the item and its packaging. We replace a damaged item, or send the item you actually ordered.
- Why 48 hours. A claim with the courier closes quickly, so this is the one deadline that matters most.
- Note it at the door. If the packaging looks damaged when it arrives, note it with the courier at the point of delivery if you can. It makes the claim far easier.
6. When you do get money back
A refund is paid only in these cases.
- You cancel before dispatch. See our cancellation policy.
- We cannot fulfil your order. For example the item is out of stock, we cannot deliver to your address, the price shown was clearly wrong, or we cannot verify the payment. We tell you and refund everything you paid.
- A replacement cannot be supplied. If a verified defective item cannot be replaced, we refund what you paid for that item.
- You were charged by mistake. If you were charged twice for one order, or money left your account but no order was placed, send us the payment reference and we refund the extra amount.
7. How refunds are paid
- Back the way you paid. Refunds go to the original payment method through Razorpay, our payment gateway. We cannot pay a refund to a different card or account.
- How long it takes. We start the refund once it is agreed. Razorpay says a refund can take 7 to 10 days to reach your account after it is started, depending on your bank. Razorpay e-mails you a reference number you can quote to your bank.
- Not arrived? If the money has not reached you 10 working days after we confirm the refund, write to us with your order number and we will trace it.
8. Your rights under the law
Nothing in this policy takes away rights you have under Indian consumer law, including the Consumer Protection Act, 2019. Where those rights give you more than this page does, they win.
9. How to reach us
| Detail | Value |
|---|---|
| Phone | +91 98216 12340 |
| [email protected] | |
| Office | Semsons Tech LLP, Shop No. 12, 17, Unit No. 1, 2, 3, Semsons Plaza, Gaurav Garden Complex, Bandar Pakhadi Road, Kandivali West, Mumbai, Maharashtra 400067 |
If you are not happy with how we handled your claim, write to our Grievance Officer.
Can I return an item I no longer need?
No. Delivered goods are not returnable for a refund, even if they are unused or unopened. If you are unsure which product suits your machine, ask us before you order and we will confirm it.
Can I get my money back instead of a replacement?
For a verified manufacturing defect the remedy is a replacement. Your money comes back for that item only if a replacement cannot be supplied.
My order arrived damaged. What do I do?
Phone or e-mail us within 48 hours of delivery with the order number and photos of the item and its packaging. We replace the damaged item.
How long does a refund take?
We start it once the refund is agreed. Razorpay says it can then take 7 to 10 days to reach your account, depending on your bank. It always goes back to the way you paid.
Read next: the cancellation policy, our terms of sale and delivery across India and export.