Refund and Returns Policy

1. Custom-Engineered Equipment

Gradin Lift Solutions designs and manufactures engineer-to-order (ETO) industrial lifting systems — hydraulic goods lifts, VRC conveyors, scissor lift platforms, upenders, tilters, AGV systems, and related automation equipment. Each system is built to the customer's specific load capacity, travel height, platform dimensions, operating environment, safety standards, and integration requirements.

Custom-manufactured equipment is non-returnable and non-refundable once production has commenced.

2. Order Confirmation & Production Start

Before production begins, Gradin provides each customer with:

• A detailed technical specification sheet for written approval
• A CAD layout drawing confirming all dimensions, clearances, and interfaces
• A final proforma invoice itemizing the agreed scope of supply

Production starts only after the customer signs off on all three documents and the deposit payment is received. Orders cancelled before production start are refundable minus a 10% engineering and administrative fee. Once production has begun, cancellation is not permitted.

3. Factory Acceptance Testing (FAT)

Prior to shipment, every Gradin system undergoes a Factory Acceptance Test at our Jinan facility:

• Full load testing at 125% of rated capacity
• Cycle testing for hydraulic, mechanical, and electrical subsystems
• Safety system verification (emergency stops, interlocks, overload protection)
• Dimensional inspection against approved drawings

The customer or a designated third-party inspector is invited to witness FAT. Video documentation is provided for customers unable to attend. No equipment ships without passing FAT.

4. Damage During Transit

If equipment arrives with transit damage:

• Report within 48 hours of delivery with dated photographs and video
• Gradin coordinates with the shipping carrier and arranges repair or replacement at no cost
• All freight and repair costs for verified transit damage are covered by Gradin or the carrier's insurance

5. Manufacturing Defects & Warranty

Equipment found to have a manufacturing defect is covered under Gradin's warranty — not the return policy:

• Structural components: Lifetime warranty against material and fabrication defects
• Hydraulic power units & cylinders: 24 months
• Electrical components & PLC systems: 18 months
• Wear parts (seals, hoses, bearings, guide rollers): 12 months

Defective components are repaired or replaced at Gradin's cost, including freight. A return is not required — we ship replacement parts and provide remote or on-site technical support.

6. Lifetime Technical Support

Every Gradin system includes lifetime after-sales support at no ongoing cost:

• Remote diagnostics via video call within 4 hours of request
• Spare parts availability guaranteed for the service life of the equipment
• Technical documentation, wiring diagrams, and PLC program backups archived permanently
• On-site service engineer dispatch available (travel and labor charged at cost)

7. Contact

For any questions regarding this policy, warranty claims, or technical support:

Email: manager@gradinlifts.com

WhatsApp: Chat with our engineering team