Refund and Returns Policy
This policy explains when you may return a product bought from Sumitomo Electric Hardmetal India Private Limited ("Sumitomo Electric Hardmetal India", "we", "us" or "our") through the online store at sumitomo-tools.com, how to do it, and how refunds, replacements, cancellations and warranty claims are handled.
It forms part of our Terms of Service. Please read it before you order.
Effective date: 30 September 2026
| At a glance | |
|---|---|
| Return window | 7 calendar days from delivery |
| Transit damage must be reported within | 48 hours of delivery |
| Return request reviewed within | 2 business days |
| Inspection on receipt | 3 to 5 business days |
| Approved refund processed within | 5 to 7 business days |
| Warranty | Against our products price. |
1. Before you start
Three things apply to every return:
- Get authorization first. Nothing may be sent back without a Return Merchandise Authorization (RMA) number from us. Consignments that arrive without one are refused and returned at the sender's cost.
- Send it back as it came. Items must be unused and in their original packaging, with labels, batch markings and documentation intact.
- Tell us in time. Claims raised after the windows in this policy cannot be accepted, because we cannot then establish the condition of the goods on delivery.
2. What can be returned
We accept returns within 7 calendar days of confirmed delivery where:
- the product delivered is not the product ordered;
- the quantity delivered is short of the quantity invoiced;
- the product was damaged in transit;
- the product has a genuine manufacturing or quality defect; or
- the pack was incomplete or the wrong grade or geometry was supplied against the item code ordered.
3. What cannot be returned
- Inserts, drills, endmills or other products that have been mounted, used, reground or altered in any way, even briefly, and even if it was found unsuitable.
- Items without their original packaging, labels or batch identification.
- Special-order, custom or made-to-order products, and products procured specifically against your order.
- Products damaged by misuse, incorrect cutting parameters, an incompatible toolholder, a machine crash, improper handling or improper storage.
- Products worn through normal use. Cutting tools are consumables; wear is not a defect.
- Anything notified to us after the 7-day window.
Suitability is your responsibility. As set out in the Terms of Service, technical data and recommended cutting conditions are indicative, and a product that performs differently in your application is not for that reason defective.
4. How to return something
Step 1 — Ask for a return. Email ECsupport@shin.sei.co.jp within 7 days of delivery with:
- your order number and invoice number;
- the item code and quantity you want to return;
- the reason for the return; and
- photographs of the product, its packaging and any damage. Photographs are mandatory for damage and defect claims.
Step 2 — Receive your RMA. We review the request within 2 business days. If it is approved we email you an RMA number and return instructions.
Step 3 — Send the goods back. Pack the item securely in its original packaging, mark the RMA number clearly on the outside of the carton, and send it by a trackable courier to the returns address below. Include a copy of the invoice.
Step 4 — Inspection and outcome. We inspect the returned item within 3 to 5 business days of receiving it and email you the outcome. If the return is approved we process your refund or dispatch your replacement. If it is not approved — for example because the item shows signs of use — we will explain why and return the item to you at your cost.
Returns address
Sumitomo Electric Hardmetal India Private Limited — Returns
B-Wing, Arihant Aura, Unit Nos. 1301 to 1303, Thane-Belapur Road, TTC Industrial Area, Turbhe MIDC, Turbhe, Navi Mumbai, Maharashtra 400703, India
Mark clearly: RMA No. (as given in the approval email)
5. Who pays return shipping
| Reason for return | Return shipping |
|---|---|
| Wrong item, short delivery, transit damage, quality defect — our error | We pay |
| Ordered in error, no longer required, or unsuitable for your application, any other reasons not approved by us | You pay |
Where we pay, we will either arrange collection or reimburse the actual freight you paid on production of the courier receipt.
6. Refunds
Once a return is approved after inspection, we process the refund within 5 to 7 business days.
- Refunds are made to the original payment method. We cannot refund to a different account or a different card.
- The time the money takes to reach you after we release it depends on your bank or payment provider.
- GST on a returned item is credited in accordance with section 34 of the Central Goods and Services Tax Act, 2017. We issue a GST credit note, which is reported in our returns, and your input tax credit must be reversed to the same extent.
- Delivery charges are refunded only where the return is due to our error. Where you return goods because they are no longer required, the original delivery charge is not refunded.
- Where only part of an order is returned, we refund the value of the returned lines and the tax on them.
7. Cancelling an order
| When you cancel | What happens |
|---|---|
| Before dispatch | Cancelled in full, no charge. Refund processed within 5 to 7 business days. |
| After dispatch, before delivery | Refuse the delivery. Once the goods are back with us we refund the goods value; the freight incurred in both directions is not refunded. |
| After delivery | Treat it as a return under section 2, if the goods qualify matches the description. |
| Special or custom-order products | Cannot be cancelled once procurement or production has started. |
To cancel, email ECsupport@shin.sei.co.jp with your order number as soon as possible. Orders move to dispatch quickly, so a cancellation is only effective once we confirm it.
8. Transit damage and shortages
Check every consignment on arrival.
- If the outer packaging is visibly damaged or has been tampered with, refuse the delivery and tell us the same day.
- If you accept the delivery and then find damage or a shortage, photograph the carton, the packing and the goods and email the photographs to ECsupport@shin.sei.co.jp with your order number within 48 hours of delivery.
- Keep all packaging until the claim is settled. Carriers require it for their own investigation, and a claim can fail without it.
Damage reported after 48 hours, or without photographs, cannot be accepted.
9. Warranty claims
Our products are warranted against defects in manufacture and materials. Cutting tools are consumables, so the warranty covers a genuine manufacturing or material defect — not wear in normal use — and every claim is assessed on its own facts by our technical team.
If you believe a product failed because of a manufacturing defect rather than through normal wear, you may raise a warranty claim.
How to raise one. Email ECsupport@shin.sei.co.jp with the subject line WARRANTY CLAIM — <your order number>, and include:
- the item code, invoice number and date of purchase;
- photographs or video of the failure, and of the cutting edge;
- the workpiece material, machine and toolholder used; and
- the cutting parameters applied — speed, feed, depth of cut, coolant.
What happens next. Our technical team assesses the claim and responds, normally within five business days. Assessment is case by case and may require the tool to be returned for examination. Where a manufacturing defect is confirmed we will replace the product or credit it.
What the warranty does not cover. Normal wear; failure caused by incorrect cutting parameters, an incompatible or worn toolholder, inadequate clamping or coolant, a machine crash, mishandling or improper storage; use outside the product's rated application; and any product that has been reground, recoated or modified.
To the extent permitted by law, replacement or credit of the defective product is your sole remedy for a warranty claim, and the limits on our liability in section 14 of the Terms of Service apply.
10. Contact
| Contact | ECsupport@shin.sei.co.jp |
| Post | Sumitomo Electric Hardmetal India Private Limited, B-Wing, Arihant Aura, Unit Nos. 1301 to 1303, Thane-Belapur Road, TTC Industrial Area, Turbhe MIDC, Turbhe, Navi Mumbai, Maharashtra 400703, India |
If you are not satisfied with how a return or refund has been handled, write to ECsupport@shin.sei.co.jp marking your message for the attention of the customer service manager, and we will review it.