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Shipping and returns

Last updated: 21 October 2026

This page supplements our terms of sale. The exact conditions of each order (Incoterm, lead time, place of delivery and, for destinations outside the European Union, shipping price and taxes) are set out on the pro-forma invoice.

1. Where we ship

We ship from China worldwide: European Union, United Kingdom, Switzerland, Middle East, Africa, the Americas, Asia and Oceania. Depending on the destination and volume, goods travel by sea (full container or groupage), air, rail, or express courier for spare parts.

  • France and the European Union: door-to-door delivery is included in the price shown including VAT. The machine is delivered to your address cleared through customs, with duties and VAT included: there is nothing to pay on delivery.
  • Rest of the world: delivery on quote, under the Incoterm of your choice. Transport, insurance, customs duties and local taxes are shown on the pro-forma invoice.

2. Incoterms we offer

We use the Incoterms® 2020 rules. The Incoterm defines who arranges and pays for transport, insurance and customs, and when risk passes to the customer. For France and the European Union, the default Incoterm is DDP. For other countries, the Incoterms below are available on request.

  • EXW (Ex Works): goods are made available at our premises or at the factory in China. The customer arranges and pays for all transport, export and import. Risk passes when the goods are made available.
  • FOB (Free On Board), named Chinese port: we deliver the goods cleared for export on board the vessel chosen by the customer. The customer pays sea freight, insurance and import. Risk passes on loading on board.
  • CFR (Cost and Freight), destination port: we pay sea freight to the destination port. Risk passes to the customer on loading on board in China. Insurance is the customer's responsibility.
  • CIF (Cost, Insurance and Freight), destination port: as CFR, plus transport insurance taken out by us for the customer's benefit (minimum cover required by the Incoterm, unless a higher level is stated on the pro-forma invoice).
  • DAP (Delivered At Place): we arrange transport to the agreed address. The customer handles import clearance, duties and taxes, and unloading.
  • DDP (Delivered Duty Paid), the default for France and the European Union, and on request depending on the country for other destinations: we deliver to the customer's address, cleared for import, with import duties and taxes included in the price (the price shown including VAT for France and the EU, the price on the pro-forma invoice for other countries). There is nothing to pay on delivery. Risk passes to the customer on delivery at its address. Unloading remains the customer's responsibility unless the pro-forma invoice states otherwise.

3. Customs, duties and taxes

France and the European Union: we handle import customs clearance. Customs duties, VAT and clearance fees are included in the price including VAT: the customer has nothing to pay on delivery. The VAT treatment that applies to the customer is stated on the quote.

Other destinations: unless the sale is DDP, customs duties, import VAT, GST or equivalent taxes, customs clearance, port handling and storage fees in the destination country are payable by the customer on arrival.

Except for DDP sales, the customer, or its freight forwarder, is the importer of record: the goods are declared to customs in its name. It must hold the required numbers (for example an EORI number in the European Union or the United Kingdom). Under DDP, the importer of record is named on the pro-forma invoice: [importer of record under DDP: seller, its representative or its forwarder].

We provide the usual export documents: commercial invoice, packing list, bill of lading or air waybill and, if requested and available, a certificate of origin. The customer should check in advance with its forwarder or its customs authority the tariff code, the duty rate and any formalities (standards, licences, labelling).

4. Lead times

  • Production and filmed factory test: about 7 days after the deposit is received (longer for extensive customisation, confirmed on the pro forma). The balance is paid before shipping.
  • Sea freight: about 30 to 45 days to Europe. For France and the European Union, customs clearance and door-to-door delivery are included; the exact total lead time is on the pro-forma invoice.
  • Air or express freight: [indicative air or express time, e.g. 5 to 10 days].
  • Spare parts in stock: shipped within [spare parts dispatch time].

These times are indicative. They may vary with the season (especially Chinese New Year), vessel availability, customs checks and weather.

5. Packaging and transport insurance

Machines are protected with film, corner protectors and a crate or pallet suitable for international transport. Under DDP (France and the European Union), risk remains with us until delivery at your address. Under CIF, insurance is included. For other Incoterms, we strongly recommend that the customer takes out "all risks" transport insurance. We can include it on the pro-forma invoice.

6. Receiving the goods and reporting damage

On delivery, and before signing:

  • check the number of packages and the outside condition of the crates or pallets;
  • if there are impacts, moisture, an opened crate or missing packages, write precise reservations on the delivery note (avoid vague wording such as "subject to unpacking");
  • take photos before and during unpacking;
  • notify us in writing within [48 hours] at [Contact email] or by WhatsApp on +33 7 56 86 97 54 (WhatsApp).

Carriers and local laws set their own deadlines for confirming reservations (for example, in France, 3 days excluding public holidays, by registered letter, under Article L133-3 of the French Commercial Code). Without reservations made in time, any claim against the carrier or insurer may be lost.

7. Installation

Installation, electrical connection, commissioning and on-site training are not included unless stated on the pro-forma invoice. We help with start-up remotely (video, manual, call). Plan suitable handling equipment: a machine can weigh several hundred kilograms.

8. Returns

As our machines are built or configured for each order and shipped from China, we do not accept returns for change of mind. A return is possible in the following cases:

  • Product not matching the pro-forma invoice or damaged during transport for which we bear the risk, reported within the deadlines above;
  • Defect covered by the warranty, where remote diagnosis and a replacement part cannot solve it;
  • Right of withdrawal of a business established in France with five employees or fewer, for a purchase outside the scope of its main activity (Article L221-3 of the French Consumer Code), or under an equivalent mandatory rule in the customer's country, as set out in section 13 of the terms of sale. Personalised products are excluded.

Every return needs our prior written approval, with a return number and a return address. A machine sent back without approval may be refused. The product must be returned complete and well packed, in its original packaging where possible.

Return costs are paid by us for a confirmed non-conformity or defect, and by the customer in all other cases, including withdrawal. For a return to China, the customer must take into account the export formalities of its own country.

9. Remedies for a confirmed problem

Depending on the situation, we offer, in this order of preference: a replacement part with remote support, repair, replacement of the product or, if none of these is possible, a credit note or refund.

10. Refunds

Refunds are made using the payment method used by the customer (transfer or card), unless agreed otherwise, within [14] days of agreeing the refund or, for a return, after the product has been received and checked. Bank charges and exchange differences linked to the refund are not charged to the customer when the refund results from our fault.

11. Cancellation before shipping

The customer may cancel its order in writing as long as the goods have not been shipped. We refund the sums paid in full, less the costs already incurred and justified: [costs already incurred, e.g. components ordered, printed wrap, custom development, bank charges]. We send the breakdown of these costs before any refund.

After shipping, the order can no longer be cancelled. The return rules above apply.

12. Goods not collected or refused

If the customer does not collect the goods, refuses delivery without a valid reason or fails to provide the documents needed for customs clearance, storage, demurrage, reshipping or disposal costs are payable by the customer.

13. Contact

For any question about a delivery or a return: [Contact email], WhatsApp / phone: +33 7 56 86 97 54 (WhatsApp), hours: [Business hours and time zone].