At EdgeVend, we want your tools to perform, not gather dust on a shelf.

This page explains how we handle returns, RMAs (Return Material Authorizations) and technical complaints for precision cutting tools.

Important: EdgeVend is a B2B marketplace.

We supply professional users only. No general consumer right of withdrawal applies.

1. Scope & Basic Principles

Because we deal with precision cutting tools and custom-engineered products, returns must be handled carefully.

• Returns are only accepted after prior approval and an RMA number issued by EdgeVend.
  
• We differentiate between:
  Logistics & delivery issues (wrong item, transport damage, over-/under-delivery)
  Technical / quality issues (suspected manufacturing defect, abnormal tool life)
  Ordering errors (wrong size, wrong interface, wrong grade ordered by customer)
  
  

All returns and complaints are processed according to:

• This Returns & RMA policy
  
• The applicable EdgeVend General Terms & Conditions (GTC)
  
• Any individual agreement we may have with your company
  

2. What Can Be Returned?

2.1 Our Error (Wrong Delivery, Picking Error, Duplicates)

We will accept returns and cover reasonable costs if:

• We supplied a different item than confirmed in the order (wrong article, size, interface, grade, etc.), or
  
• We shipped duplicate items by mistake.
  

Conditions:

• You notify us within 14 calendar days after delivery.
  
• Items are unused, undamaged and in their original, unopened packaging (if applicable).
  

2.2 Transport Damage

If packaging or goods are visibly damaged on arrival:

1. Ask the carrier to record the damage and note it on the delivery receipt.
   
2. Take photos of: outer packaging, inner packaging, damaged items.
   
3. Notify EdgeVend within 5 working days after delivery.
   

Depending on the case, we will:

• Arrange replacement delivery, or
  
• Issue a credit note, once the claim has been clarified with the carrier and supplier.
  

2.3 Ordering Errors (Customer Responsibility)

If you ordered the wrong item (e.g. wrong diameter, length, interface, grade) we will check on a case-by-case basis whether we can take it back.

Typical conditions:

• Request within 30 calendar days of delivery
  
• Item is unused, not mounted, not reground, not modified
  
• Original packaging is intact and in resalable condition
  

Restocking / handling fees (if applicable)

If a return is approved for reasons other than defect, a restocking/handling fee may apply (typically up to 15% of the net item value, minimum EUR 25). Any applicable fee will be confirmed in the RMA approval before you ship anything back.

3. Non-Returnable Items

The following items are generally excluded from return (unless there is a confirmed quality issue or we supplied the wrong item):

• Custom tools (special designs, modified standard tools, made-to-print)
  
• Made-to-order items produced specifically for your order
  
• Tools that have been used, installed, reground or modified
  
• Items with missing or heavily damaged original packaging, labels or documentation
  
• Clearance / discontinued / special-offer items indicated as non-returnable
  
• Items returned without prior RMA approval
  

If you are unsure whether a specific item is returnable, please contact us before shipping it back.

4. RMA Process – Step by Step

To ensure a fast and transparent handling, please always follow our RMA process.

4.1 RMA Request

Please contact us via:

• Email: [support@edgevend.com]
  
• Subject suggestion: “RMA Request – [Order Number] – [Item]”
  

Include at least:

• Your company name & contact person
  
• Order number and, if available, invoice number
  
• Part number / MPN, manufacturer and quantity
  
• Reason for return:
  Wrong delivery / wrong item
  Transport damage
  Ordering error (wrong spec chosen)
  Suspected quality defect / tool life issue
  
  

For technical complaints, see Section 6 for additional information needed.

4.2 RMA Number & Instructions

After reviewing your request, we will:

• Inform you whether the return is approved or not approved, or if additional info is needed
  
• Provide an RMA number and
  
• Send shipping instructions, including:
  
  
  Return address (may be EdgeVend or directly the manufacturer)
  
  
  Any specific carrier or reference to use
  

4.3 Shipping the Return

Once you receive the RMA number:

• Mark the RMA number clearly on:
  Outer packaging AND
  All related documents (delivery note, packing list, etc.)
  
  
• Ensure tools are:
  Secured against damage during transport (e.g. in original tubes / boxes)
  Properly packed to avoid chipping of cutting edges
  
  
  

Returns without visible RMA number may be refused or processed with significant delay.

5. Inspection, Credit Notes & Replacements

5.1 Incoming Inspection

After receipt at the indicated return address:

• The goods are inspected by EdgeVend and/or the original manufacturer.
  
• This may include:
  Visual inspection of tools and packaging
  Checking article numbers and quantities
  Technical analysis for alleged defects (see Section 6)
  
  

5.2 Outcomes

Possible outcomes after inspection:

• Approved return (our error or agreed ordering error)
  Replacement delivery and/or
  Credit note for the agreed item value, minus any restocking fees where applicable
  
  
  
• Rejected return
  Item does not meet return conditions, is used, damaged or outside the approved scope
  In this case, we will inform you and can – if requested – reship the goods at your cost.
  
  

5.3 Timing

We aim to process returns within approx. 5–10 working days after receipt of the goods.

For complex technical complaints that require manufacturer analysis, this period may be longer.

6. Technical Complaints & Tool Performance (Cutting Tools)

Cutting tools operate in demanding environments. Tool life and performance depend heavily on:

• Workpiece material and condition
  
• Machine type and stability
  
• Tool holder and clamping system
  
• Coolant supply and strategy
  
• Selected cutting data (vc, fz, ap, ae, etc.)
  

If you suspect a quality issue or abnormal tool life, we and our partner manufacturers need detailed information to investigate.

6.1 Information Required

When submitting a technical complaint, please provide:

• Order number, item number / MPN, manufacturer
  
• Application details:
  Operation (e.g. shoulder milling, drilling, reaming)
  Workpiece material (grade, hardness, ISO group)
  Machine type (turning/milling center, spindle interface)
  Tool holder type (e.g. shrink-fit, collet chuck, hydraulic, Weldon)
  
• Process parameters:
  Cutting speed vc, feed per tooth fz, feed rate, ap, ae
  Coolant type and usage (flood, MQL, dry)
  
• Description of the problem:
  Tool breakage, chipping, flank wear, crater wear, built-up edge, poor surface, chatter, etc.
  Approximate tool life achieved (number of components / meters / minutes)
  
• Pictures, if possible:
  Of the worn / failed cutting edge
  Of the setup / fixturing
  

6.2 Evaluation & Responsibility

• The manufacturer will evaluate whether a material or production defect is present.
  
• If a confirmed defect exists, we will replace the tool or issue a credit note in line with the manufacturer’s conditions and our GTC.
  
• If the analysis shows that the issue is due to application conditions (e.g. extreme cutting data, unstable setup, wrong holder), we will:
  
  Provide recommendations for optimization, but
  
  Usually cannot accept a return or issue credit for used tools.
  

7. Time Limits

To keep processing fast and fair, please notify us within the following time frames:

• Transport damage / visible defects: within 5 business days after delivery

• Wrong delivery (incorrect item, missing items): within 5 business days after delivery

• Hidden defects that could not be detected upon receipt: without undue delay after discovery, and no later than 30 calendar days after delivery

Note: These time limits are designed for business customers and do not create a consumer right of withdrawal.

8. Frequently Asked Questions (FAQ)

Can I return tools just because I no longer need them?
Not as a general rule. Returns for “no longer needed” items are only possible after review and approval and may involve a restocking fee.

Do I have a 14-day right of withdrawal?
No. EdgeVend supplies professional B2B customers only. Consumer withdrawal rights do not apply.

Can I return tools that were already used in production?
Usually not. Used tools are only reviewed in the context of technical complaints, and credit is only possible if a confirmed manufacturing defect exists.

Who pays the shipping cost for returns?

• If EdgeVend or the supplier is at fault (wrong delivery, confirmed defect), we will normally cover the return shipping or provide a suitable solution.
  
• For ordering errors or non-defective goods, return shipping and any restocking fees are usually at the customer’s expense.
  

How do I know where to send the returned tools?
With every approved RMA, we provide clear return instructions including the correct return address (EdgeVend or manufacturer).

9. Contact for Returns & RMA

For all questions related to returns, RMAs or technical complaints, please contact:

• Email: [support@edge-vend.com]
  
• Subject suggestions:
  “RMA Request – [Order No.]”
  “Technical Complaint – [Order No.] – [Manufacturer Part Number]”