Refund and Returns Policy

OVERVIEW

Welcome to ON Scrap GmbH. We are committed to providing high-quality secondary raw materials—including scrap metals, electronic waste, and post-industrial plastics—to industrial customers worldwide. This Return and Refund Policy explains the terms and conditions governing returns, exchanges, refunds, and cancellations for purchases made through ON Scrap GmbH.

By placing an order with ON Scrap GmbH, you agree to the terms outlined in this policy. Please read this document carefully before making a purchase. We understand that our materials are critical to your production and supply chain operations, and we strive to handle every return request with fairness, transparency, and professionalism.

1. COMPANY INFORMATION

If you have any questions regarding returns, refunds, exchanges, or claims, please contact our customer support team using the information above.

2. RETURN ELIGIBILITY

Customers may return eligible materials within 14 calendar days from the date of delivery, subject to the conditions outlined below. This timeframe aligns with standard B2B industrial procurement practices and EU consumer protection regulations where applicable.

To Qualify for a Return:

Important Notes:

• Scrap Metals: Returns of ferrous and non-ferrous metals are subject to additional inspection and may be subject to restocking fees due to the specialized nature of these commodities.
• Electronic Scrap (E-Waste): Returns of PCB scrap and electronic components are subject to strict inspection. Materials that have been de-soldered, stripped, or processed will not be accepted.
• Plastic Scrap: Returns of plastic regrind, purge, and scrap are subject to contamination testing. Materials showing signs of contamination, moisture ingress, or degradation will not be accepted.

ON Scrap GmbH reserves the right to inspect all returned materials before approving a refund or exchange.

3. NON-RETURNABLE ITEMS

The following items are generally not eligible for return:

Any exceptions will be determined solely at the discretion of ON Scrap GmbH.

4. DAMAGED OR DEFECTIVE MATERIALS

If your order arrives damaged, defective, or does not meet the specified grade or composition, please notify ON Scrap GmbH within 48 hours of delivery.

When Reporting an Issue, Please Provide:

• Order number
• Material type and grade
• Description of the issue
• Photographs of the material showing the damage, contamination, or defect
• Photographs of the packaging
• Laboratory test results (if available)
• Any relevant supporting documentation

Available Remedies:

Upon review, we may offer one of the following remedies:

The appropriate resolution will be determined based on the nature of the issue, material availability, and the specific circumstances of your case.

5. RETURN AUTHORIZATION PROCESS

Before returning any material, customers must contact ON Scrap GmbH to obtain a Return Material Authorization (RMA) number.

Step-by-Step Process:

Important:

• Unauthorized returns may be refused or delayed.
• Do not return materials without receiving prior authorization and an RMA number.
• Returns without an RMA number will be returned to the sender at their expense.

6. RETURN SHIPPING

Responsibility for Return Shipping Costs:

Shipping Recommendations:

• Use Trackable Shipping: We recommend using a shipping service that provides tracking and insurance for high-value shipments.
• Proper Packaging: Ensure the material is properly packaged and protected during transit. Bulk materials should be palletized and shrink-wrapped.
• Insurance: We strongly recommend insuring high-value shipments.
• Documentation: Include all relevant shipping documents, commercial invoices, and customs documentation for international returns.

Important:

• ON Scrap GmbH is not responsible for materials lost or damaged during return shipment.
• The customer bears the risk of loss or damage during return transit.

7. INSPECTION OF RETURNED MATERIALS

Upon receipt, all returned materials will undergo a thorough inspection by our quality assurance team.

Inspection Process Includes:

Decision:

• Approved Returns: Refund or exchange will be processed.
• Denied Returns: The material will be returned to the customer at their expense, or a partial refund may be offered at our discretion.

ON Scrap GmbH reserves the right to deny refunds for materials that do not meet return eligibility requirements.

8. REFUND PROCESSING

Once the returned material has been received and approved, refunds will be processed within 7 business days.

Refund Timeline:

Refund Method:

• Refunds will generally be issued to the original payment method used for the purchase.
• For credit card payments, refunds will be credited back to the same card.
• For wire transfers, refunds will be issued via wire transfer to the originating bank account.

Important:

• Depending on your financial institution, it may take additional time for the refunded amount to appear in your account.
• Customers will receive email confirmation once the refund has been processed.

9. PARTIAL REFUNDS

In certain situations, a partial refund may be issued, including but not limited to:

The amount deducted will be determined after inspection and may include:

10. EXCHANGES

ON Scrap GmbH may offer exchanges for eligible materials when inventory is available.

Exchange Requirements:

How to Request an Exchange:

Pricing Adjustments:

• If the replacement material has a higher price, the difference will be charged to your payment method.
• If the replacement material has a lower price, the difference will be refunded to your original payment method.

11. ORDER CANCELLATIONS

Customers may request cancellation of an order before shipment.

To request a cancellation, please contact our customer service team immediately with your order number.

12. QUALITY CLAIMS AND DISPUTES

ON Scrap GmbH is committed to providing materials that meet agreed specifications. If you believe the material does not meet the specified grade or composition, please follow this process:

Quality Claim Process:

Important:

• Customers must provide reasonable access to the material for inspection.
• Independent testing may be conducted by an accredited laboratory agreed upon by both parties.
• The results of independent testing will be binding for both parties.
• Quality claims must be made in writing and include all supporting documentation.

13. FRAUD PREVENTION

To protect our customers and business, ON Scrap GmbH reserves the right to:

Any fraudulent activity may result in:

• Denied refunds
• Cancellation of future orders
• Referral to law enforcement agencies
• Other actions permitted by law

14. LIMITATION OF LIABILITY

To the fullest extent permitted by law, ON Scrap GmbH shall not be liable for:

Total Liability:

Our total liability shall not exceed the purchase price of the material involved in the claim.

15. EXPORT CONTROL AND COMPLIANCE

ON Scrap GmbH is committed to full compliance with all applicable export control and environmental regulations, including:

• EU Dual-Use Regulation (Regulation (EU) 2021/821)
• German Foreign Trade and Payments Act (Außenwirtschaftsgesetz – AWG)
• International waste shipment regulations (Basel Convention)
• U.S. Export Administration Regulations (EAR) – where applicable
• OFAC Sanctions – where applicable

Return Implications:

Customers are responsible for ensuring compliance with all applicable import, export, and waste shipment regulations when returning materials internationally.

16. CHANGES TO THIS POLICY

ON Scrap GmbH reserves the right to update, modify, or revise this Return and Refund Policy at any time without prior notice.

Notification of Changes:

Effective Date:

Changes to this Return and Refund Policy are effective when they are posted on this page.

Customers are encouraged to review this policy periodically for updates.

17. DEFINITIONS

18. CONTACT US

If you have any questions regarding returns, refunds, exchanges, cancellations, or quality claims, please contact us:

For Return-Related Inquiries:

Our customer support team is committed to providing prompt assistance and ensuring a smooth experience for all our customers.

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