This FAQ explains how returns are handled by AE Sewing Machines and should be read alongside the “Before You Return Anything” checklist. Following the checklist helps avoid refused returns, delays, or unexpected charges.

Do I need authorisation before returning goods?

Yes. All returns must be authorised in advance.

Goods returned without prior authorisation may be refused. Before sending anything back, please review the checklist and contact AE Sewing Machines to request return approval.

What items are eligible for return?

Returns may be considered where goods:

• Are within the permitted return timeframe

• Are unused and in fully resalable condition

• Are returned in original packaging with all components

Eligibility is assessed in line with our Return & Refund Policy and Terms & Conditions of Sale.

What items cannot be returned?

Returns are generally not accepted for:

• Consumable or wear parts

• Items that have been installed, powered on, or used

• Bespoke, customised, or specially ordered products

• Goods returned without original packaging or missing components

These exclusions are outlined in our return policy and checklist.

Why are consumables and wear parts not returnable?

Consumables and wear parts are designed to degrade through normal use and are supplied for immediate operational requirements. For this reason, they are not eligible for return once supplied.

What condition must returned goods be in?

Approved returns must be:

• Unused and undamaged

• Complete with all accessories, manuals, and components

• Returned in original, suitable packaging

Goods returned in a non-resalable condition may be refused or subject to a restocking fee.

Is there a restocking fee?

In some cases, a restocking fee of up to 25% may apply. This may occur where:

• Items are returned outside the standard return period

• Packaging is damaged or incomplete

• Additional handling or inspection is required

Any applicable charges will be assessed after inspection.

Who pays for return shipping?

Unless otherwise agreed:

• Return shipping costs are the responsibility of the customer

• Original delivery charges are non-refundable unless goods were supplied in error

Customers are responsible for ensuring goods are packaged securely for return transit.

What happens after my return is received?

Once returned goods are received:

• Items are inspected for condition and completeness

• Eligibility for refund or credit is assessed

• Any deductions or charges are applied in line with policy

Refunds or credits are only issued after inspection is complete.

How long does a return or refund take to process?

Processing times may vary depending on inspection requirements. Refunds or credits are issued once returned goods have been inspected and approved.

Can I return goods for repair or inspection?

Returns for repair or inspection follow a different process and must still be authorised in advance. AE Sewing Machines will advise on the correct procedure where applicable.

What should I do before requesting a return?

Before requesting a return, always:

• Review the “Before You Return Anything” checklist

• Confirm the item meets return eligibility criteria

• Contact AE Sewing Machines for authorisation

Following this process helps ensure a smooth and timely return.

What if I’m unsure whether my item qualifies for return?

If you are unsure, contact AE Sewing Machines before sending goods back. Our team can confirm eligibility and advise on the correct next steps.

Why is following the checklist important?

Using the checklist helps:

• Prevent refused or delayed returns

• Avoid unnecessary charges

• Ensure returns are handled fairly and consistently

AE Sewing Machines applies return conditions in line with published policies to protect both customers and the business.

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