Returns and Non-Conformance Procedure

1. Introduction

This returns procedure defines the structured product return policy and non-conformance procedure for managing defective goods and discrepancies. This returns procedure ensures that all issues relating to supplied products are handled consistently, efficiently and in line with defined quality and operational controls.

This returns procedure applies to all product returns, non-conformance reporting and RMA requests, and must be followed for any claim to be considered. This RMA process must be followed in full to ensure correct handling and traceability of all returns.

2. Scope

This returns and non-conformance procedure applies to:

• Defective or non-conforming products
• Incorrect items supplied
• Damaged goods on delivery
• Discrepancies in quantity or specification

All claims must follow this procedure to be considered.

3. Notification of Non-Conformance

Customers must notify Sucatec Pte Ltd in writing within:

• 7 days of delivery for visible defects, damage or discrepancies
• Reasonable time for latent defects, subject to verification

Notification must include:

• Order or invoice reference
• Product details and quantities
• Description of the issue
• Supporting evidence, such as photographs or inspection reports

Failure to notify within these timeframes may result in rejection of the claim. All notifications must follow this returns procedure to ensure traceability and proper evaluation of the non-conformance.

4. Return Authorisation (RMA)

No products shall be returned without prior written authorisation from Sucatec Pte Ltd.

Where accepted, a Return Material Authorisation (RMA) will be issued, including:

• Return reference number
• Approved quantity
• Return instructions

Unauthorised returns may be rejected and returned at the sender’s cost.

5. Condition of Returned Goods

Approved returns must:

• Be in original condition where applicable
• Be properly packaged to prevent damage in transit
• Include all relevant documentation and identification

Sucatec Pte Ltd reserves the right to reject returns that do not meet these requirements. All products returned under this returns procedure are subject to formal inspection and verification to confirm the validity of the reported issue before any resolution is provided. By submitting a claim or returning products, the customer acknowledges and accepts this returns procedure and agrees to comply with all stated requirements and timelines.

6. Inspection and Disposition

All returned goods will be subject to inspection by Sucatec Pte Ltd or its suppliers.

Following inspection, Sucatec Pte Ltd may, at its discretion:

• Replace the product
• Repair the product, where applicable
• Issue a credit note
• Reject the claim

Decisions will be based on verification of the reported non-conformance.

7. Root Cause Analysis and Corrective Action

As part of this returns procedure, Sucatec Pte Ltd may conduct root cause analysis on verified non-conforming products. This process supports the identification of underlying issues within the supply chain, product specification or handling processes.

Where applicable, corrective actions may be implemented, including:

• Supplier corrective action requests
• Process improvements within sourcing or logistics
• Additional inspection or control measures

This non-conformance procedure supports continuous improvement and reduces the likelihood of recurrence. These exclusions form part of the overall defective goods procedure and product return policy.

8. Exclusions

This procedure does not apply to:

• Products used outside their intended application
• Products damaged due to misuse, incorrect installation or improper handling
• Products altered or modified after delivery
• Normal wear and tear

9. Costs and Liability

Unless otherwise agreed in writing:

• Return shipping costs are the responsibility of the customer
• Handling or restocking charges may apply

Sucatec Pte Ltd shall not be liable for any indirect or consequential losses. Please also refer to our Quality Policy.

10. Integration with Terms and Conditions

This procedure forms part of and must be read in conjunction with:

• Standard Terms and Conditions of Sale
• Product Application and Liability Disclaimer

In the event of any inconsistency, the Company’s Terms and Conditions shall prevail. Relevant quality management and non-conformance handling practices may align with international standards such as ISO 9001.

11. Continuous Improvement

Non-conformance data may be used to:

• Reduce recurrence of issues
• Improve supplier performance
• Enhance internal processes

12. Contact Information

To initiate a return or report a non-conformance, please contact:
Sucatec Pte Ltd
Email: [email protected]

This Returns and Non-Conformance Procedure is reviewed periodically and updated to reflect current standards, quality processes and company practices.

Last updated April 2026