At Shoebill Gears, we are committed to delivering high-quality fire and rescue equipment that meets the highest standards of performance, reliability, and safety. Customer satisfaction is important to us, and we strive to provide efficient after-sales service and technical support.
This Refund & Service Policy outlines the conditions for returns, refunds, warranty claims, and service support.
Product Returns
Due to the specialized nature of our fire and rescue equipment, products may only be returned under the following circumstances:
- The product received is damaged during transit.
- An incorrect product has been delivered.
- The product has a verified manufacturing defect.
- The delivered item is incomplete or missing essential components.
All return requests must be submitted within 7 days of receiving the product.
Return Conditions
To be eligible for a return, the product must:
- Be unused and in its original condition.
- Be returned in the original packaging.
- Include all accessories, manuals, and supplied components.
- Be accompanied by the original invoice or proof of purchase.
Products showing signs of misuse, modification, physical damage, or unauthorized repair may not qualify for return or replacement.
Refund Policy
Refunds are processed only after the returned product has been inspected and approved by our quality assurance team.
If a refund request is approved:
- The refund will be processed through the original payment method whenever applicable.
- Processing times may vary depending on your bank or payment provider.
- Shipping and handling charges are generally non-refundable unless the return is due to an error on our part.
Replacement Policy
If a product is found to have a manufacturing defect or an incorrect item has been supplied, Shoebill Gears may provide:
- Product Replacement
- Replacement Parts
- Repair Service
- Alternative Product (if the original product is unavailable)
The appropriate solution will be determined after technical inspection.
Warranty Coverage
Many Shoebill Gears products are covered by a manufacturer’s warranty against manufacturing defects.
Warranty coverage may vary depending on the product category and model.
The warranty generally includes:
- Manufacturing defects
- Material defects
- Faulty workmanship
- Mechanical or electrical failures under normal operating conditions
Warranty Exclusions
The warranty does not cover damages resulting from:
- Improper installation
- Unauthorized modifications or repairs
- Physical damage or accidental impact
- Fire, flood, or natural disasters
- Improper operation or negligence
- Electrical fluctuations or power surges
- Normal wear and tear
- Damage caused by misuse or improper maintenance
Service & Technical Support
Our dedicated technical support team provides comprehensive after-sales assistance, including:
- Product Installation Guidance
- Technical Consultation
- Preventive Maintenance Support
- Equipment Troubleshooting
- Repair Services
- Spare Parts Assistance
- Product Performance Evaluation
- Operational Guidance
Our goal is to ensure that your equipment continues to perform safely and efficiently throughout its service life.
Service Request Process
To request service or warranty support, customers should provide:
- Product Name and Model Number
- Invoice or Purchase Order
- Product Serial Number (if applicable)
- Description of the issue
- Photographs or videos of the product (if requested)
Our technical team will review the information and recommend the appropriate course of action.
Spare Parts Availability
Shoebill Gears maintains the availability of genuine spare parts for eligible products to support long-term reliability and performance. Customers are encouraged to use only authorized spare parts to ensure safety and maintain warranty coverage.
Cancellation Policy
Orders may be cancelled before shipment by contacting our sales team. Once an order has been dispatched or custom manufacturing has commenced, cancellation requests may not be accepted. Any applicable cancellation charges will be communicated at the time of the request.
Limitation of Liability
Shoebill Gears shall not be responsible for indirect, incidental, or consequential damages arising from the use, misuse, or inability to use our products. Our liability is limited to the repair, replacement, or refund of the affected product, as determined under this policy.
Contact Us
If you have any questions regarding returns, refunds, warranty claims, or technical support, please contact our customer support team through the Contact Us page.
At Shoebill Gears, we are committed to delivering dependable products backed by responsive service, expert technical support, and customer-focused solutions to ensure your fire and rescue equipment performs when it matters most.
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