Version: 08.07.2022

General return conditions Sumitomo (SHI) Demag

1. Return new goods

The following time frame applies to all returns of new parts; consignments of goods within Germany can be returned a maximum of 20 working days after the delivery date. Consignments of goods within the EU to Germany and all other countries can be returned a maximum of 30 working days after the delivery date. Please note that components that have already been installed for test purposes are no longer new parts and are therefore excluded from being returned as new parts. You have the option to complain to us about components that have already been used within the Spareparts Warranty period. Please use the "Complaints and warranties" area on the home page of our web portal to register returns.

The components you have selected are in their original packaging or unused. Accordingly, only articles for which the following 3 criteria apply are to be regarded as new:

  • The item is in its original delivery condition, which is the condition in which buyers received it from the manufacturer, distributor or retailer.

  • The article was neither refurbished nor used in any way (not even as a test), regardless of the purpose.

  • The item has no defects or damage.


Components that do not correspond to the description of condition under points (1) to (3) will be sent back to the specified customer address for a fee using a handling fee of €150 per delivery. Furthermore, the following re-storage flat rates are automatically deducted from the credit: goods value >= €150 to €2000 = 10%, > €2000 to €5000 = 7.5%, >€5000 to €20,000 = 5%, >€20,000 = 2.5%. Sumitomo (SHI) Demag also reserves the right to reduce the residual value credit based on the actual condition of the component. A minimum item value of 150 euros applies as the goods value limit for returns of new parts. Goods below this value limit, order-related components and individual production parts are generally excluded from return. Information on this can also be found on the offer form under the item Delivery conditions.

If the condition of the component is incorrect, Sumitomo (SHI) Demag reserves the right to further reduce the credit amount in order to further reduce the diagnosis costs incurred. If an assessment makes no economic sense, the goods will be sent back to the customer freight collect.


2. Complaints

2.1 within the agreed warranty period

By accepting a replacement delivery of a defective component provided free of charge until further notice by Sumitomo (SHI) Demag, you undertake to return the component complained about within 20 working days (from Germany) and within 30 working days (EU, all countries) after receipt of the goods Send replacement delivery back to Sumitomo (SHI) Demag. If we have not received any returned goods for your order number within the specified period, an automatic invoice will be issued for the replacement delivery, which has been made available free of charge until further notice. Note: Returned components must be made available complete and in the assembled state. Furthermore, adjacent or logically linked components are required for the examination as well as the defective component itself. If the warranty claim is rejected, we allow ourselves to charge you for the costs incurred for the return and any diagnostic and handling costs incurred. It is possible to convert a warranty request into a repair order, in which case you would not be charged additionally.

2.2 outside of the agreed warranty period (goodwill procedure)

Warranty inquiries outside of the agreed warranty period always open a goodwill procedure at Sumitomo (SHI) Demag, which must be approved by various department heads of quality management, the service center and spare parts management in order to obtain a possible credit. Components for which the goodwill application is rejected as part of the goodwill procedure cannot be returned. Any goods that are returned will be scrapped by Sumitomo (SHI) Demag at their expense and a corresponding invoice will be sent to the sender. It is possible to convert a warranty request into a repair order, in which case you would not be charged additionally.

3. Repair and diagnosis orders

Components handed over to Sumitomo (SHI) Demag for repair are first checked for cost-effectiveness and usefulness. The costs incurred in this work step are covered by a handling/examination flat rate if the order is not placed. If a corresponding order is placed with Sumitomo (SHI) Demag, these costs will not be charged to the customer. Costs for any return shipment, if not paid by the customer, will be charged retrospectively plus the handling fee of €250.


4. Wear parts

Wear parts in use are excluded from any warranty. Should you nevertheless, for example, want to return a plasticizing cylinder and/or plasticizing screw, individually or in an assembled state, to Sumitomo (SHI) Demag as part of a goodwill procedure or repair/diagnosis order, please note the following. Sumitomo (SHI) Demag only accepts components whose surfaces are not clean and processes them further with reservations. Screws must always be pulled, pulling cold screws out of the plasticizing cylinder involves considerable additional work and will be charged additionally.


Download return delivery note