What happens if the part you receive is not what you ordered. This page applies to every order placed with JP Machinery and sits alongside our Warranty Policy and Terms & Conditions. Where this page and your order confirmation disagree, the order confirmation governs.
Business customers only. We supply trade buyers, not consumers. There is no statutory consumer right of withdrawal and no return for a change of mind.
Why a return has to be the exception
We hold no parts of our own. Each part is sourced for the order you place, against the part number you give us, and it is bought for that order. Returning it does not put it back on a shelf — which is why the two cases below are the only ones we can accept.
What we do accept
- The part does not match the order confirmation. If the part number, or the description stated in your order confirmation, is not what arrived, tell us and we will put it right.
- A manufacturing defect. Covered for 3 months from the date of shipment by the limited warranty described on our Warranty Policy, which also sets out what that warranty does and does not cover.
What we cannot accept
- Parts ordered in error — the wrong part number, the wrong quantity, or a part you no longer need.
- Normal wear and tear once the part has been in service.
- Damage from incorrect installation, mishandling, or use in equipment the part was not supplied for.
- Consumable items that are replaced as part of routine maintenance.
- Parts that have been altered or repaired, or that were put into service after the problem appeared.
How to raise a claim
Contact sales@jpspareparts.com with your order reference, the part number exactly as it appears in the order confirmation, a description of the problem, and photographs of the part as it arrived. Please raise it as soon as you can: the shorter the interval between receiving the part and reporting it, the more can still be established about what happened.
Please do not send anything back before we have answered. A return we have not authorised cannot be matched to your order, and we may not be able to trace or credit it.
What we will do
Where a claim is accepted the remedy is replacement or refund, at our discretion. No restocking charge applies to a confirmed defect or a part that does not match the order. We may ask for the part to be returned so that it can be examined; if we do, we will tell you how it should be sent and where. Approved refunds are made to the original payment method.
Where a claim is not accepted we will say so, and explain why, in writing.
Your rights are not reduced by this page
Nothing here takes away any right you have that cannot be excluded by agreement, and nothing here changes the terms agreed in your order confirmation.
Last updated: 2026年10月20日