AE Sewing Machines accepts returns and issues refunds in accordance with our Return & Refund Policy and Terms & Conditions of Sale. These policies outline when returns are accepted, how refunds are processed, and any conditions that must be met. 

When You Can Return Goods

You may request a return if:

• The goods are in fully resalable condition

• The request is made within 14 days of receipt

• The items are returned in original, undamaged packaging

Goods that have been specifically manufactured or specially ordered for you are not eligible for return under this policy. 

Steps to Request a Return

1. Contact AE Sewing Machines support to request authorisation for a return.

2. Provide your order number, description of the item, and reason for return.

3. Wait for return authorisation before sending goods back — unauthorised returns may be refused.

Returns should be sent back in their original packaging and condition. Proof of purchase such as an invoice or receipt must be included. 

Condition and Restocking Fees

• Items must be unused and in a fully resalable condition.

• If goods are returned after the 14-day period or are not resalable, AE Sewing Machines may refuse the refund or apply a restocking fee of up to 25% of the original selling price.

• Refunds or account credits are issued only after the goods are received and verified. 

Delivery & Return Shipping Costs

• Standard delivery charges are non-refundable unless the goods were sent in error by AE Sewing Machines.

• Return shipping costs are typically the responsibility of the customer unless otherwise agreed. Proper packaging is essential to avoid damage during return transit. 

Returns and the Terms & Conditions of Sale

The ability to return goods is governed by the contract you enter into when accepting a quotation or placing an order with AE Sewing Machines. Under our Terms & Conditions of Sale, once you accept our quotation and that acceptance is confirmed in writing, the return conditions in the policy apply. 

The Terms & Conditions also state that:

• Returned goods must meet the return criteria outlined above.

• Delivery charges are not refundable unless the goods were supplied in error.

• Returns of bespoke or customised items may not be accepted. 

What Happens After Your Return Is Received

Once the returned goods are received at our facility:

• They are inspected to ensure they meet the return conditions.

• If the return is accepted, a refund or account credit will be issued.

• Refunds cannot be processed without proof of purchase. 

Refunds are typically issued using the original payment method unless otherwise agreed.

Exceptions and Special Circumstances

Returns may not be accepted (or may incur restocking fees) if:

• The goods are not in original, resalable condition

• Parts or accessories are missing

• The item has been used, installed, or otherwise altered

• The return is outside the authorised timeframe

Specially manufactured or specially ordered items are generally non-returnable. 

Why Following the Returns Policy Matters

Clear return guidelines protect both you and AE Sewing Machines by:

• Ensuring returned items are handled fairly

• Preventing disputes over condition or eligibility

• Supporting faster processing of refunds and credits

If you are unsure whether your item qualifies for return, contact support before sending goods back.

Important notice

The information provided in this article is intended for general guidance only. Operating procedures, safety requirements, and compliance obligations may vary depending on the specific machine, configuration, application, and working environment. Always follow the instructions supplied with your equipment and ensure work is carried out by suitably trained and competent personnel.

To the fullest extent permitted by law, AE Sewing Machines shall not be liable for any loss, damage, or injury arising from the use of this guidance where equipment is used incorrectly, modified, or operated outside the manufacturer’s recommendations.

Need further support or looking to optimise your setup?

AE Sewing Machines offers technical support, servicing, genuine spare parts, upgrades, and automation solutions to help improve reliability, efficiency, and long-term performance.

If you require professional assistance, training, or would like to discuss service or support options, our team will be happy to help.

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AE Sewing Machines
Advance Enterprises Automation Ltd
Industrial Sewing Machines, Automation & Support