Returns, Refunds and Cancellation Policy

We stand behind our products and resolve genuine concerns promptly. This policy forms part of our Terms and Conditions of Sale. Where your quotation or order acknowledgement states different terms, those apply.

1. Cancelling an order

• Standard catalogue items: orders for stock items can be cancelled within 3 hours of ordering, provided they have not been dispatched. Please contact us in writing. As standard stock is often processed and dispatched quickly, goods that have been dispatched cannot be cancelled. We may deduct costs already incurred.
• Custom, non-standard and made-to-drawing items, and services already started, cannot be cancelled once material procurement or production has begun, except with our written agreement and payment for costs incurred and work done.

Approved cancellations of prepaid orders are refunded as described in section 5.

2. Raising a concern about a delivery

Please inspect your order on receipt and contact us:

• within 48 hours of delivery for damage in transit, with photographs of the packaging and contents;
• within 7 days of delivery for wrong items, short supply or goods that do not match the order, with your order details, a description and photographs.

You can reach us through our Contact page or your Malkar contact.

3. Returns

• Returns are accepted only with our prior approval. Please do not send goods back without it; unapproved returns may be refused.
• Goods must be unused and in their original condition and packaging, unless the return is for a defect.
• Custom and made-to-drawing products cannot be returned, except for genuine manufacturing defects.
• Unless the return is due to our error or a confirmed defect, return transport is at the buyer's cost.

4. Defects and warranty claims

Returned items are inspected by our quality team. Where a defect in material or workmanship covered by the warranty in our Terms and Conditions of Sale is confirmed, we will, at our option, repair, replace or credit the item. The warranty does not cover normal wear, or damage from incorrect use, speeds, feeds, settings or unsuitable material.

Repairs outside these terms are chargeable and quoted before any work begins.

5. Refunds

• Once a cancellation or return is approved, the refund is processed within 7 working days and normally reaches your account within 7 working days, depending on your bank.
• Refunds are made to the original payment method or the bank account the payment came from. For credit customers, we issue a credit note against your account.
• Freight, insurance and bank charges paid are not refundable unless the return is due to our error or a confirmed defect.

6. Contact

To cancel an order, raise a concern or request a return, contact your Malkar contact or use our Contact page, quoting your order or invoice number.