Refund & Return Policy
Last updated: October 16, 2025
This Refund & Return Policy (“Policy”) applies to purchases made from Mabily LLC via https://mabily.com or through our quotation/ordering process. It must be read together with our Terms & Conditions and Privacy Policy.
1) Who we are
Mabily LLC
6407 Magnolia St, Milton, FL 32570, USA
Email: contact@mabily.com
2) Definitions
- Made-to-Order (MTO): Products manufactured or configured specifically for the buyer based on drawings, specifications, options, or materials agreed in the quotation/PO.
- Non-Conformity: A material deviation from the mutually approved specifications, drawings, bill of materials, or scope in the accepted quotation/PO.
- RMA: Return Material Authorization required before any physical return.
3) Order reviews, approvals & buyer responsibility
- All orders proceed only after buyer approval of quotation and, when applicable, drawings/specifications.
- The buyer is responsible for providing accurate process data, dimensions, environment, utilities, chemical compatibility and compliance requirements.
- Buyer’s remorse, incorrect specifications provided by buyer, or site/integration constraints do not constitute grounds for refunds or returns on MTO products.
4) Cancellations
- Because items are MTO, orders become non-cancelable once engineering/procurement/production begins (often immediately after deposit or formal approval).
- If, exceptionally, a cancellation is accepted in writing by Mabily LLC, non-recoverable costs (engineering time, special materials, vendor restocking, logistics, administrative fees) and a reasonable margin may be deducted from any consideration. Deposits may be fully consumed by such costs.
5) Returns — general rule
MTO items are not eligible for return or refund except for Non-Conformity or verified manufacturing defects under warranty. Do not ship any item back without an RMA.
6) Inspection upon delivery
- Buyer must inspect goods immediately on delivery and note any visible damage on the carrier’s document (BOL/PoD) at receipt.
- Damage in transit: follow the carrier’s claim process and notify Mabily LLC within 7 calendar days of delivery with photos, packing condition, and BOL notes.
- Hidden defects must be reported within 10 calendar days after delivery or discovery, whichever occurs first.
7) Non-Conformity & warranty claims (RMA process)
- Notify us at contact@mabily.com and request an RMA, providing: PO/Invoice, serial or lot, detailed issue, photos/videos, and any measurements or test results.
- Evaluation: remote assessment first. We may request additional evidence or on-site checks.
- Authorization: if return is required, Mabily issues an RMA and instructions, including the correct return address.
- Return shipment: items must be clean, drained, safely packaged, and shipped per instructions. Inbound freight to evaluation is paid by buyer. If claim is approved, outbound freight for repaired/replacement items will be covered by Mabily LLC.
- Remedy sequence: at Mabily’s option, repair → replace → credit/refund (only if repair/replace is not feasible in a commercially reasonable timeframe).
8) What is not covered
- Wear & tear, corrosion/attack due to process conditions beyond approved specs, misuse, improper installation or maintenance, modifications, third-party repairs, and operation outside the agreed parameters.
- Site readiness, utilities, civil/mechanical works, permits, and integration by third parties.
- Consumables and accessories unless explicitly stated.
9) Refunds — when applicable
- If a refund is approved (rare; last resort), it will be processed to the original payment method.
- Timing: typically within 10–14 business days after approval. Bank/wire processing times may vary; intermediary/bank fees are non-refundable.
- Any non-recoverable costs previously incurred may be deducted from the refund where legally permissible.
10) Restocking fees
Standard restocking does not apply to MTO goods. For any exception accepted in writing, a restocking fee and full cost recovery for custom components may apply.
11) International deliveries & Incoterms
Shipping terms (Incoterms®) are defined in the quotation/PO. Risk of loss transfers according to the agreed term (e.g., EXW, FCA, FOB, DAP, DDP). For shipments where risk passes at dispatch, transit damage claims lie with the carrier/insurer; buyer must note damage at receipt and file claims promptly.
12) Payment chargebacks
Chargebacks for valid MTO deliveries are prohibited. We cooperate with processors to submit documentation (approvals, specs, photos, delivery proof). Disputes should be resolved per Section 14 below.
13) Compliance & export
Buyer is responsible for import permits, certifications, and compliance in the destination country unless otherwise agreed in writing. Mabily may refuse orders to restricted destinations or parties.
14) Dispute resolution & governing law
We will first seek an amicable solution. Failing that, disputes shall be resolved by arbitration or small claims court in Escambia County, Florida, USA, under Florida law, without regard to conflict of law rules.
15) How to start a claim
Email contact@mabily.com with subject “Claim – PO #[number] – [Issue]” and include:
- Company name, contact person, phone, and address
- PO/Invoice, serial/lot, delivery date
- Detailed description, photos/videos, test data
- BOL/PoD with damage notes (if transit-related)
16) Updates to this Policy
We may update this Policy from time to time. Changes are effective when posted with the revised date above.
This Policy summarizes our commercial practices for industrial, engineered products and does not waive any rights under our Terms & Conditions or applicable law.