Refund policy

Refund Policy – Synergy CNC Ltd

Last Updated: 6 July 2026

At Synergy CNC Ltd, we are committed to providing high-quality UK-made CNC routers and excellent customer service. This Refund Policy outlines the circumstances under which refunds may be issued.

1. Eligibility for Refunds

Refunds will only be accepted where goods are proven to be faulty due to a manufacturing defect caused by Synergy CNC Ltd.

Refunds will not be issued for:

• User error, misuse, or improper operation of the machine
• Damage caused by the customer or third parties
• Normal wear and tear
• Changes of mind after the order has been placed

2. Built-to-Order CNC Routers

All CNC routers are built to order.

• A non-refundable deposit is required to commence production.
• If a refund is approved on a built-to-order machine, only the balance (excluding the deposit) will be refunded.

3. Standard Refund Period

• Refunds may be requested within 31 days of the original order date, provided the goods meet the eligibility criteria above.
• After 31 days, refunds will only be considered in cases of proven manufacturing defects.

4. How to Request a Refund

To request a refund, please contact us in writing at info@synergycnc.co.uk with the following information:

• Your order number
• A clear description of the fault
• Supporting evidence (photos or videos where possible)

We will assess the claim and respond within 5–7 working days.

5. Our Process

• If a refund is approved, we will arrange collection of the goods (where required).
• Refunds will be processed within 14 days of approval.
• Refunds will be issued to the original method of payment.

6. Non-Refundable Items

The following are non-refundable:

• Deposits on built-to-order machines
• Custom modifications or special orders
• Training services once delivered