Last updated 21 September 2026
We want every shipment to reach you in the condition you ordered. This page explains what to do if goods arrive damaged, incorrect or not as specified, and how we resolve it. It forms part of our Terms & Conditions and works together with our Warranty & Quality Claims page.
Our commitment
If goods we supply do not conform to the agreed specification, our aim is to put it right quickly and at no cost to you. Please let us know as soon as you identify a problem — the earlier we hear from you, the more we can do.
Notification periods
- Visible transit damage or shortage — note it on the carrier’s delivery document before signing, and notify us within 7 days of delivery.
- Incorrect item or incorrect quantity — notify us within 14 days of delivery, before the goods are put into use.
- Goods that do not conform to the agreed specification — notify us within 30 days of delivery, before the goods are used.
- Latent defects not discoverable on reasonable inspection — notify us as soon as they are discovered and, in any event, within 12 months of delivery.
Claims raised after these periods may still be considered, but we may not be able to investigate a manufacturing cause properly.
What to send us
To review a claim quickly, please send:
- your order number, invoice number and delivery date;
- the product reference and batch or production code from the carton label;
- the quantity affected and the total quantity received;
- clear photographs of the carton label, the packaging and the goods themselves;
- your machine or process details, including the operating speed used;
- a short description of the problem and the result you expected.
Claims handling
We open a claim file, confirm receipt, and usually complete our initial review within a few working days. Depending on the findings, we may ask you to return a sample of the affected goods for inspection. Please do not return goods without a return authorisation reference from us — unauthorised returns cannot be identified on arrival and may be refused.
How we resolve a valid claim
Where we confirm the goods did not conform, we will, at our option and after discussing the practical solution with you:
- replace the affected goods at our cost, including freight where the fault is ours;
- issue a credit note for the affected quantity, which can be offset against a future order or refunded;
- refund the amount paid for the affected goods.
We may ask you to scrap, return or quarantine the affected goods. Where goods are to be returned, we will tell you how; return freight is at our cost when the claim is accepted.
What is not covered
- goods used above their stated maximum operating speed, or on a machine or material they were not specified for;
- damage caused by incorrect storage, moisture, contamination, or handling after delivery;
- normal wear, and the gradual reduction in cutting or polishing performance that comes with use;
- custom and OEM production made to a specification, artwork, grit or dimension you supplied and approved;
- goods altered, re-worked or re-labelled after delivery by anyone other than us;
- claims where the goods have been fully consumed, so a fair inspection is no longer possible.
Samples and trial orders
We encourage a sample or trial order before volume production, especially for a new application. Sample and trial quantities let you confirm fit, finish and tool life on your own equipment. Sample costs can normally be credited against a follow-on volume order — ask your contact to confirm this on the quotation.
Refunds
Where a refund is agreed, we repay to the original payment method or to a bank account in the same company name as the original payer. Refunds are processed within a few working days of agreement; the time for the funds to appear depends on the banks and any currency conversion involved. Bank charges and exchange-rate movements outside our control are not refundable.
Have a shipment to flag?
Send the order number, product reference and photographs and we will open a claim file.