RETURNS & SHIPPING POLICY
Legal Entity: EAST BALANCE s.r.o. (DBA “SMALL BATCH TOOLS”)
Effective Date: 1 July 2020
Amended and Restated: 1 September 2025
1. Scope and General Principles
This Returns & Shipping Policy (“Policy”) forms an integral part of the contractual framework governed by the General Terms & Conditions of EAST BALANCE s.r.o. (“Seller”). In the event of conflict, the General Terms & Conditions prevail.
Returns are accepted only where legally required under mandatory Czech or EU law, or where expressly approved by the Seller in writing on a case-by-case basis. No return is valid without the Seller’s prior written consent.
Custom-made products, bespoke configurations, development work, prototypes, trial runs, services rendered, training programmes, digital content, marked or modified items, partially assembled goods, and used equipment are strictly non-returnable and non-refundable in all circumstances.
2. Standard Goods – Approved Returns Only
For standard, non-custom goods, the Seller may, at its sole discretion, approve a return provided that:
- the goods are unused, undamaged, and in original, unopened packaging,
- the return request is submitted in writing within 30 days of delivery,
- prior written approval is obtained from the Seller,
- a restocking fee of up to 25% of the invoiced value may be applied at the Seller’s discretion.
Returns sent without prior written approval will be refused at the point of arrival and returned to the sender at the Buyer’s expense.
3. Returns Due to Seller Error
If a return is required due to an error attributable solely to the Seller (incorrect item dispatched or a manufacturing defect confirmed in writing by the Seller), the Seller will bear reasonable return shipping costs, using a carrier and method approved by the Seller.
The Seller reserves the right to choose repair, replacement, or refund, in accordance with the General Terms & Conditions.
The Buyer must notify the Seller of any such error within 5 business days of delivery and before any use or modification of the goods.
4. Returns Due to Buyer Error or Change of Mind
In all other cases, including incorrect order placement, change of mind, incompatibility, or Buyer-side error, the Buyer bears:
- all return shipping costs, in both directions where applicable,
- all customs, duties, VAT, tariffs, and brokerage fees,
- any storage, re-import, or handling charges,
- any restocking fee applied by the Seller.
Such costs are non-refundable under any circumstances.
5. Returns from Outside the European Union
For returns originating outside the European Union, the Buyer is fully and solely responsible for all costs and procedures related to re-importation, including but not limited to:
- import duties and customs charges,
- VAT or other taxes,
- tariffs, brokerage, and administrative fees,
- preparation and submission of all required documentation,
- any penalties, storage charges, or delays caused by customs authorities.
If returned goods are held, blocked, or confiscated by customs due to incomplete or incorrect documentation, the Seller is entitled to refuse acceptance. The Seller bears no liability for goods lost or damaged in transit during a return shipment initiated by the Buyer.
6. Refund Processing
Where a refund is approved in writing, it will be processed within 14 days from the date the Seller receives and inspects the returned goods and confirms their condition.
Refunds are issued using the original payment method unless otherwise agreed in writing. Payment processing or bank transfer fees, customs charges, duties, logistics costs, restocking fees, and service labour charges already incurred are non-refundable.
7. Return Address and Procedure
Returns must be shipped only after written approval and in accordance with the Seller’s instructions. The approved procedure is as follows:
- submit a written return request to the Seller, including the order reference, reason for return, and photographic documentation where applicable,
- await written confirmation and return instructions from the Seller,
- ship the goods only as instructed, using a trackable service with adequate insurance,
- provide the Seller with tracking details immediately upon dispatch.
Return Address (unless instructed otherwise):
SMALL BATCH TOOLS
Attn. Antonin Smely
Za humny 1056/2
161 00 Prague
Czech Republic
Email: info@smallbatchtools.com
Phone: +420 602 432 867
The Buyer must notify the Seller of the return shipment in advance. Returns without prior communication may be rejected.
8. Shipping Terms
The Seller ships worldwide, subject to export control regulations, carrier availability, and logistical feasibility. The Buyer is responsible for verifying import regulations, licensing requirements, and local compliance prior to ordering.
Shipping costs are calculated based on weight, volume, destination, and carrier rates applicable at the time of dispatch. Estimated delivery times are indicative only and not guaranteed. Delays caused by customs, carriers, or force majeure do not entitle the Buyer to cancel the order or claim damages.
Shipping weights and dimensions may be rounded in accordance with carrier billing rules (dimensional weight). Any discrepancy between estimated and actual shipping costs will be invoiced separately or credited as applicable.
9. Incoterms & Risk Transfer
Unless expressly agreed otherwise in writing, shipments are made under:
DAP – Delivered at Place (Incoterms® 2020)
Under DAP, the Seller bears the risk of loss or damage until the goods are delivered to the agreed destination. The Buyer is responsible for import customs clearance, duties, taxes, VAT, and all destination charges, and must ensure the destination is accessible with a responsible person available to accept delivery.
Where the Seller, at the Buyer’s request, arranges or assists with import customs clearance (including under DDP terms), this constitutes a chargeable service billed at the standard hourly rate of EUR 110 per commenced hour, excluding VAT, plus all third-party costs at cost plus a 15% handling fee.
Shipping weights and dimensions may be rounded in accordance with carrier billing rules.
10. Damaged or Missing Goods on Arrival
The Buyer must inspect all deliveries upon receipt. In the event of damage or shortage, the Buyer must:
- document the damage in writing on the carrier’s delivery note at the time of delivery,
- photograph the outer packaging and the damaged goods before unpacking further,
- notify the Seller in writing within 48 hours of delivery.
Failure to report damage within 48 hours or to document it on the delivery note may prejudice any insurance claim and the Seller’s ability to pursue a claim against the carrier. Late or undocumented claims may not be accepted.
11. Amendments
EAST BALANCE s.r.o. reserves the right to amend this Returns & Shipping Policy to reflect legal, operational, or logistical changes. The current version is always published on [www.smallbatchtools.com](https://www.smallbatchtools.com). For orders placed prior to an amendment, the version in force at the time of order confirmation applies.