Last updated: August 13, 2026. This policy explains how Khawaja Engineering reviews return, refund, replacement and warranty requests. The written quotation or contract for a specific supply takes priority if it states different agreed terms.
1. Contact Us Before Returning Anything
All returns require written authorization. Do not send an item back until Khawaja Engineering confirms the return address and instructions. Unapproved deliveries may be refused or returned to the sender.
Start a request through our Contact page or email info@khawajaengineering.com with the invoice or quotation reference, product name, part and serial number, quantity, delivery date, issue description and clear photographs or video where relevant.
2. Reporting Period
Shortage, transit damage, an incorrect item or visible defect should be reported as soon as reasonably possible after delivery and within any inspection period stated in the quotation. Delayed reporting can limit our ability to verify a carrier or supplier claim. A warranty defect discovered later should be reported within the applicable written warranty period.
3. General Return Eligibility
A stocked item may be considered for return when it is unused, uninstalled, complete, undamaged and in resalable condition with labels, manuals, accessories, seals and original packaging intact. Approval depends on inspection, the reason for return, supplier acceptance and the commercial terms agreed at purchase.
4. Incorrect, Short or Transit-Damaged Delivery
If our supply does not match the confirmed order, or packaging arrives visibly damaged, preserve the item and all packaging. Share photographs of the outer package, shipping label, product label and damage. After verification, we may arrange collection or advise replacement, completion, repair, credit or refund as appropriate.
5. Items Normally Not Returnable
- Special-order, imported-on-demand, obsolete, clearance, customized, programmed, configured, calibrated, cut-to-length or made-to-specification items.
- Products that have been installed, wired, energized, opened, altered, repaired, contaminated, used or damaged after delivery.
- Items missing labels, seals, accessories, manuals or protective packaging.
- Incorrectly selected products where Khawaja Engineering supplied the exact model approved by the customer.
- Software downloads, license keys, subscriptions, activated licenses and digital files after issue or activation.
- Completed engineering, travel, inspection, programming, configuration, integration or commissioning time.
6. Software and Custom Integration Work
Before a license is issued or custom development begins, customers should verify version, device, operating system, analyzer, API and regulatory compatibility. Once a key or download has been delivered, a license activated, or custom work started, cancellation and refund are generally unavailable because value has already been supplied or committed. If we cannot deliver the written scope for reasons within our control, we will review an appropriate correction, revised scope or refund for the undelivered portion.
7. Warranty Review
Warranty duration and remedy depend on the manufacturer, supplier and written quotation. We may require testing, logs, installation photographs or return to a designated facility. Manufacturer inspection times are outside our direct control.
Warranty normally excludes incorrect voltage or wiring, overload, reverse polarity, short circuit, unsuitable environment, moisture, dust, corrosion, impact, overheating, normal wear, consumables, unauthorized repair, modified firmware and operation outside published limits.
8. Inspection and Available Remedies
After receiving the authorized item, we inspect its identity, condition and reported fault. Depending on the findings and applicable terms, the remedy may be troubleshooting, repair, replacement, completion of missing quantity, supplier warranty submission, store credit or refund. A replacement may be equivalent rather than identical where a model has been superseded and the customer agrees.
9. Refunds and Deductions
An approved refund is processed using an agreed practical method after inspection and required supplier or carrier confirmation. Original freight, bank charges, duties, taxes already remitted, installation costs and special-order expenses may be non-refundable unless the return resulted from our verified supply error. A reasonable restocking or handling deduction may apply to a customer-requested return when disclosed during authorization.
10. Return Transport
Responsibility for return freight is confirmed during authorization. The customer normally bears freight for selection changes or non-defective returns. When our supply error or a covered defect is verified, we will advise the supported transport arrangement. Package returns securely and use a traceable service; damage caused by inadequate return packaging may affect the remedy.
11. Customer Data and Equipment Backups
Before returning a programmable controller, HMI, computer, analyzer or storage device, back up and remove confidential data where practical. Service or replacement may erase programs and settings. Tell us in writing if equipment contains operationally sensitive information.
12. Questions
For help before purchase or before returning an item, contact info@khawajaengineering.com. Confirming the exact model and application before order is the best way to avoid preventable returns.
