Return and Refund Policy
At Sensor Control LLC, we are committed to supplying high-quality industrial, electrical, explosion-proof, and hazardous-area products that meet the specifications agreed upon with our customers. Because many of our products are specialized, certified, customized, or supplied for specific projects, certain conditions apply to returns, replacements, cancellations, and refunds.
Please review this Return and Refund Policy carefully before placing an order.
Order Cancellation
Orders may be cancelled before production, customization, procurement, or shipment, subject to our confirmation.
Once an order has entered production, has been specially procured, customized, configured, or shipped, cancellation may not be possible.
Any approved cancellation may be subject to applicable procurement, manufacturing, administrative, shipping, or other costs already incurred.
Eligibility for Returns
A product may be eligible for return if:
- The wrong product was supplied by Sensor Control LLC.
- The product received is materially different from the specifications confirmed in the order.
- The product arrives damaged due to transportation, provided the damage is reported within the required timeframe.
- The product has a verified manufacturing defect covered by the applicable warranty.
- A return has been approved in writing by Sensor Control LLC before the product is shipped back.
Returned products must generally be unused, uninstalled, undamaged, and in their original packaging, with all labels, identification markings, accessories, manuals, certificates, and documentation intact.
Non-Returnable Products
Due to their specialized nature, safety requirements, certification requirements, or project-specific specifications, certain products may not be eligible for return.
Additional non-returnable items may include:
- Customized or specially manufactured products.
- Explosion-proof and hazardous-area electrical equipment supplied for a specific application.
- Products manufactured or configured according to customer specifications.
- Special-order or project-specific products.
- Products that have been installed, energized, tested, modified, or used.
- Products damaged through improper installation, handling, storage, operation, or maintenance.
- Products with damaged or removed labels, seals, serial numbers, or identification markings.
- Products supplied with project-specific certifications, documentation, or configurations.
- Clearance, discontinued, or specially discounted products, where applicable.
- Products that cannot reasonably be resold due to safety, certification, or compliance requirements.
Certain hazardous materials, flammable substances, or regulated products may also be subject to additional return restrictions.
4. Damaged or Incorrect Products
Customers should inspect products promptly after delivery.
If a product arrives damaged, incorrect, or visibly defective, please contact us as soon as possible with:
- Order or quotation number.
- Product model or part number.
- Description of the issue.
- Photographs of the product and packaging.
- Delivery documentation, where applicable.
Do not install, modify, or use a product that appears to be damaged or incorrect. Installation or use may affect our ability to assess the claim.
Defective Products
If a product is suspected to have a manufacturing defect, Sensor Control LLC may request photographs, videos, test results, technical information, or inspection of the product before approving a return or replacement.
Where a valid warranty claim is confirmed, the available remedy may include repair, replacement, or another solution determined in accordance with the applicable product warranty and purchase terms.
A product failure caused by incorrect installation, unauthorized modification, misuse, unsuitable operating conditions, improper maintenance, or failure to follow the manufacturer’s instructions may not qualify for a refund or replacement.
Return Authorization
Products must not be returned without prior written authorization.
Customers should contact our sales or customer service team before shipping any product back. If a return is approved, we will provide return instructions and, where applicable, a return authorization reference.
Unauthorized shipments may be refused or returned to the customer at the customer’s expense.
Return Shipping
Where the return is caused by an error on our part, such as supplying an incorrect product, we may arrange or reimburse reasonable return shipping costs, subject to verification and prior approval.
For other approved returns, shipping, transportation, customs, handling, and related costs may be the responsibility of the customer.
Products must be securely packaged to prevent damage during return transportation. Sensor Control LLC is not responsible for damage caused by inadequate packaging arranged by the customer.
Inspection of Returned Products
All approved returns are subject to inspection upon receipt.
We will assess the condition of the product and verify the reason for return. If the returned product does not meet the applicable return conditions, we may reject the return or apply appropriate deductions from any approved refund.
Inspection does not automatically constitute acceptance of a return or confirmation that a refund will be issued.
Refunds
Once an approved return has been inspected and accepted, any applicable refund will be processed according to the original order terms and payment method, where practicable.
Refunds may be reduced by applicable:
- Restocking charges.
- Customization or manufacturing costs.
- Procurement costs.
- Shipping and handling charges.
- Customs, duties, taxes, or other non-refundable charges.
- Damage or missing-component costs.
For customized, specially ordered, or project-specific products, refunds may not be available unless otherwise agreed in writing.
Refund Processing Time
After a return is approved and the product has been received and inspected, we will communicate the applicable refund decision.
The time required for the refund to appear in the customer’s account may depend on the payment method, bank, payment processor, or financial institution.
Exchanges and Replacements
Where appropriate, Sensor Control LLC may provide a replacement instead of a refund for products that are confirmed to be defective or incorrectly supplied.
Replacement products may be subject to availability and applicable technical specifications.
If the original product has been discontinued or is unavailable, an alternative solution may be offered where commercially and technically appropriate.
Warranty Claims
Product warranties are governed by the applicable manufacturer’s warranty or the specific warranty terms stated in the quotation, purchase order, invoice, datasheet, or other contractual documentation.
This Return and Refund Policy does not replace or extend any manufacturer’s warranty.
Customer Responsibility
Customers are responsible for confirming the following before placing an order:
- Product model and part number.
- Technical specifications.
- Voltage, power, size, and configuration.
- Hazardous-area classification and application requirements.
- Certification requirements, where applicable.
- Quantity and accessories.
- Delivery address and project requirements.
For explosion-proof and hazardous-area equipment, customers should ensure that the selected product is suitable for the intended hazardous-area classification and installation conditions.
International Orders
For international shipments, customers may be responsible for applicable customs duties, import taxes, clearance charges, transportation costs, and other destination-country charges.
Such charges may be non-refundable even when a product is returned.
Returns from outside the UAE may also be subject to additional transportation, customs, inspection, and handling requirements.
Contact Us
If you have questions regarding returns, replacements, cancellations, or refunds, please contact our team before sending any product back.
Sensor Control LLC
- Website: sensor-control.ae
- Email: sales@sensor-control.ae
- Phone: +971502447100
We recommend contacting us with your order number, product model, and reason for the return so that we can assist you efficiently.
16. Policy Updates
Sensor Control LLC reserves the right to update or modify this Return and Refund Policy when necessary to reflect changes in our products, services, business practices, or applicable requirements.
The updated policy will be published on this page with the revised effective date.
