Returns & RMA Policy

We supply industrial hydraulic equipment to operators, OEMs, and service contractors. Our returns policy reflects that — it is more permissive than a typical consumer policy when we have made an error, and more restrictive than a typical consumer policy for change of mind on items that have been removed from inventory specifically for your order.

All returns require a written Return Material Authorization (RMA) from us before goods are shipped back. Returns without an RMA are refused at our dock and the buyer remains responsible for the goods and any freight incurred.

You must inspect goods on delivery and notify us in writing of any visible damage, shortage, or non-conformity within seven (7) calendar days of delivery. Please retain all packaging and take photographs of any damage before unpacking further. Concealed defects must be reported promptly upon discovery. After this window, goods are deemed accepted.

Stock items may be returned within thirty (30) calendar days of delivery if they are:

• Unused and uninstalled
• In their original packaging, with seals and labels intact
• Accompanied by the original Estimate or invoice reference and a written RMA from us
• In resaleable condition on inspection at our Dubai warehouse

The following items cannot be returned for credit. They may still be replaced under warranty if they prove defective — see our Warranty Policy.

• Special-order, made-to-spec, or drop-ship items. Anything ordered specifically against your RFQ from a manufacturer or supplier, including non-stock seal kits and configured valves.
• Cut-to-length hose assemblies and crimped fittings. Once cut or crimped to your specification, these cannot be returned to stock.
• Custom-built power packs, manifolds, and skid-mounted systems.
• Opened lubricants, oils, greases, and sealants. Unopened, factory- sealed containers may be returnable subject to inspection.
• Installed or commissioned items. Goods that have been fitted, put into service, or had their protective covers removed in an installation context.
• Supplier-locked SKUs. Items the manufacturer will not accept back from us as a distributor.

A 15% restocking fee applies to change-of-mind returns of stock items. The fee is calculated on the unit price of the returned items and is deducted from the credit issued.

The restocking fee is waived where the return is caused by:

• Our error in picking, packing, or labelling
• A short shipment or missing item
• Transit damage where we arranged the freight (CIF / DAP / CIP terms)
• A warranted defect within the manufacturer’s warranty period

For change-of-mind returns and for warranty claims, the buyer arranges and pays return freight to our Dubai warehouse unless we agree otherwise in writing. For wrong-item, short, or damaged shipments where Indus is at fault, we arrange and pay collection.

Returns must be packaged to the same standard they were shipped in. We are not liable for further damage caused by inadequate return packaging.

1. Request: Email sales@indushydraulics.me with the Estimate or invoice number, the items concerned, quantities, and reason for return. Include photographs for damage or wrong-item claims.
2. Decision: We respond with an RMA decision within five (5) business days. Approved RMAs include the return address, packaging instructions, and any applicable restocking-fee notice.
3. Return shipment: Ship the goods back per the RMA instructions, with the RMA number on the outside of the package.
4. Inspection and resolution: On receipt at our Dubai warehouse we inspect within five (5) business days. Credit, refund to the original payment method, or replacement is issued within ten (10) business days of inspection.

For accounts on credit terms, approved returns are issued as a credit note against the original invoice. For prepaid orders, the refund is issued to the original payment method, net of any restocking fee. Bank charges or currency-conversion losses on international refunds are at the buyer’s cost.

For all return and RMA queries, contact our customer service team at sales@indushydraulics.me or via the channels on our contact page.