Returns & Refunds Policy

Document Reference: POL-0033, Rev00

Effective Date: August 2026

NAJAH Industries OPC is committed to supplying products that conform to the agreed specifications and applicable quality requirements.

This Returns & Refunds Policy establishes the conditions and procedures applicable to returns, exchanges, repairs, cancellations, and refunds for products purchased from NAJAH Industries OPC.

Nothing in this policy is intended to exclude, restrict, or waive any consumer right or remedy that cannot legally be excluded under applicable Philippine law.

1. General Policy

Customers should inspect products promptly upon receipt or collection and notify NAJAH Industries OPC as soon as reasonably practicable if a product:

• Is defective;
• Is damaged upon receipt;
• Is materially different from the product ordered;
• Does not conform to the agreed specifications; or
• Has missing components or items included in the confirmed order.

NAJAH will evaluate the reported issue and determine the appropriate action in accordance with the applicable warranty, agreed specifications, circumstances of the transaction, and Philippine law.

2. Change of Mind

NAJAH Industries OPC is generally not required to accept a return, exchange, or refund solely because the customer:

• Changed their mind;
• No longer requires the product;
• Selected the wrong product, size, model, or configuration;
• Found an alternative product or supplier;
• Changed their preferred design, color, configuration, or specification after purchase; or
• Incorrectly assessed the suitability of a standard product for their intended application where NAJAH was not engaged to determine such suitability.

Customers are therefore encouraged to review product specifications carefully before placing an order.

This section does not affect rights relating to defective, unsafe, misrepresented, or non-conforming products.

3. Custom & Made-to-Order Products

Products manufactured, fabricated, modified, configured, or procured specifically according to customer requirements are considered custom or made-to-order products.

Once engineering, material procurement, fabrication, manufacturing, modification, or other committed work has commenced, cancellation or return due solely to a change of mind may not be accepted.

If NAJAH agrees to a customer-requested cancellation after work has commenced, NAJAH may deduct or charge reasonable amounts attributable to:

• Engineering and design work completed;
• Materials purchased or committed;
• Non-returnable components;
• Fabrication or manufacturing already performed;
• Third-party costs;
• Administrative or processing costs reasonably incurred; and
• Other work completed specifically for the order.

Custom or made-to-order status does not remove the customer's applicable rights where the product is defective or materially fails to conform to the approved specifications.

4. Customer-Approved Drawings & Specifications

For custom-manufactured equipment, the customer is responsible for reviewing applicable drawings, dimensions, capacities, materials, configurations, interfaces, and specifications submitted for approval.

A product manufactured in accordance with customer-approved drawings and specifications will not ordinarily be considered defective merely because the customer subsequently changes their requirements or preferences.

If the reported issue results from an error in information, dimensions, drawings, specifications, samples, or requirements supplied or expressly approved by the customer, any modification or rework may be chargeable.

This does not apply where NAJAH knew or reasonably should have known that the approved information would result in an unsafe or materially unsuitable product.

5. Defective or Non-Conforming Products

If a product is alleged to be defective or materially non-conforming, NAJAH may inspect, test, diagnose, or otherwise evaluate the product before determining the appropriate remedy.

Depending on the circumstances and applicable law, the appropriate remedy may include:

• Repair;
• Correction or adjustment;
• Replacement of a defective component;
• Replacement of the product;
• Refund; or
• Another mutually agreed remedy.

The appropriate remedy will depend on the nature and severity of the defect, applicable warranty terms, whether repair is reasonably possible, and the customer's rights under applicable Philippine law.

6. Products Damaged During Shipping

Customers should inspect shipments upon delivery or collection.

If visible transportation damage is present, customers should, where reasonably possible:

• Photograph the shipment before unloading;
• Photograph damaged packaging and the affected product;
• Record the damage on the carrier's delivery receipt or documentation;
• Retain the packaging and shipping documents; and
• Contact NAJAH Industries OPC promptly.

NAJAH will assist in determining the appropriate action based on the applicable freight arrangement and responsibility for transportation.

Where the customer independently selected or contracted the carrier, claims against the carrier may also be subject to that carrier's terms.

7. Incorrect or Missing Items

If NAJAH supplies an incorrect product or an item included in the confirmed order is missing, the customer should notify NAJAH promptly and provide the relevant order information.

After verification, NAJAH will arrange an appropriate correction, replacement, shipment of the missing item, or other remedy as applicable.

8. Return Authorization

Products should not be returned to NAJAH without prior coordination and authorization.

Before returning a product, customers should contact NAJAH and provide the information reasonably required to evaluate the request.

Unauthorized returns may result in delays because NAJAH may be unable to identify the transaction, reported issue, or appropriate handling requirements.

9. Information Required for a Return or Claim

Customers requesting a return, repair, replacement, or refund should provide, where applicable:

• Customer name and contact information;
• Order or invoice number;
• Proof of purchase;
• Product name and model;
• Serial number, where applicable;
• Date received;
• Description of the issue;
• Photographs or video showing the condition or defect;
• Details of how the equipment was being used when the issue occurred; and
• Other information reasonably necessary to evaluate the claim.

For machinery, NAJAH may require reasonable access to inspect or diagnose the equipment before authorizing a return or determining the appropriate remedy.

10. Return Condition

Where a return is authorized for reasons other than a defect or non-conformity attributable to NAJAH, the product may be required to be:

Complete;

Properly protected for transportation;

Accompanied by applicable accessories and components; and

In substantially the same condition in which it was supplied, allowing for reasonable inspection.

These conditions will not be applied in a manner that improperly restricts statutory remedies for defective or non-conforming products.

11. Return Shipping Costs

Responsibility for return transportation will depend on the reason for the return.

Where a return is required because of a verified defect, incorrect product, or non-conformity attributable to NAJAH, return transportation will be handled in accordance with applicable law, warranty terms, and the agreed delivery arrangement.

Where NAJAH voluntarily accepts a return that is not caused by a defect or error attributable to NAJAH, the customer may be responsible for transportation, handling, packaging, and other reasonable return costs.

Customers should not arrange expensive machinery freight without first coordinating with NAJAH.

12. Inspection of Returned Products

Returned products may be inspected before a refund, replacement, repair, or other remedy is finalized.

Inspection may determine whether the reported issue resulted from:

• Manufacturing or material defect;
• Transportation damage;
• Normal wear;
• Improper installation;
• Misuse or abuse;
• Overloading;
• Incorrect electrical supply;
• Inadequate maintenance;
• Unauthorized modification or repair;
• Accident or external damage;
• Operation outside specified limits; or
• Another identifiable cause.

The result of the assessment will be considered together with the applicable warranty and legal requirements.

13. Refunds

Where a refund is approved or legally required, NAJAH will process the refund using an appropriate payment method and within the period required by applicable law.

The amount refunded will depend on the circumstances of the transaction and applicable legal requirements.

Where legally permissible, legitimate deductions may apply for amounts attributable to customer-requested work already completed, customer-caused damage, or other properly chargeable amounts.

No deduction will be made where doing so would improperly restrict a remedy required by applicable law.

14. Deposits & Advance Payments

Deposits or advance payments for standard products will be handled according to the applicable quotation, order confirmation, or agreement.

For custom or made-to-order products, deposits may be applied toward engineering, procurement, materials, fabrication, manufacturing, or other committed costs.

If a customer cancels a custom order after such work or commitments have commenced, any refundable balance will be determined after accounting for legitimate costs already incurred, subject to applicable law and the agreed terms of the transaction.

15. Order Cancellation Before Production

Customers wishing to cancel an order should contact NAJAH as soon as possible.

For standard products that have not been dispatched, NAJAH will evaluate whether cancellation can be accommodated.

For custom or made-to-order products, cancellation before engineering, procurement, or manufacturing begins may be possible subject to any costs already incurred.

Once work has commenced, Section 3 of this policy applies.

16. Warranty Claims

A return is not automatically required for every warranty claim.

Depending on the equipment and reported issue, NAJAH may first provide:

• Technical troubleshooting;
• Remote diagnosis;
• Inspection;
• Adjustment instructions;
• Replacement components;
• On-site assessment where applicable; or
• Repair arrangements.

This is particularly important for heavy machinery where returning the complete equipment may be unnecessary or disproportionately costly.

Warranty claims are also subject to the applicable product warranty and the Terms & Conditions.

17. Wear Parts & Consumables

Normal wear and deterioration of consumable or wear components does not automatically constitute a product defect.

Examples may include components whose service life depends substantially on operating conditions, workload, maintenance, material processed, or frequency of use.

This does not exclude claims where premature failure results from a manufacturing, material, or other defect for which NAJAH is responsible.

18. Unauthorized Modification, Misuse & Customer-Caused Damage

Returns, repairs, or warranty remedies may be affected where the reported problem is caused by:

• Unauthorized modification;
• Improper installation;
• Deliberate bypassing of safety systems;
• Misuse;
• Operation beyond rated capacity;
• Inadequate maintenance;
• Incorrect utilities or electrical supply;
• Accident;
• Customer-caused transportation damage; or
• Operation contrary to applicable instructions.

Any determination will be based on the actual cause of the reported problem and applicable law.

19. Business-to-Business & Project-Specific Transactions

Certain NAJAH transactions involve commercial customers, customized machinery, fabrication projects, engineering services, or individually negotiated contracts.

Where an accepted quotation, purchase order, contract, approved specification, or other written agreement contains transaction-specific return, cancellation, warranty, or acceptance provisions, those provisions will apply to the extent legally valid and consistent with mandatory applicable law.

20. Relationship With Other Policies

This Returns & Refunds Policy should be read together with:

NAJAH Industries OPC Terms & Conditions;

Shipping & Delivery Policy;

Applicable product warranty;

Accepted quotation or contract;

Approved technical specifications or drawings; and

Other transaction-specific written agreements.

Where a transaction-specific written agreement contains more specific provisions, the order of precedence stated in the applicable Terms & Conditions will apply.

21. Consumer Rights

Nothing in this policy is intended to remove or reduce any mandatory consumer protection provided by Philippine law.

Where applicable law provides the customer with a right to repair, replacement, refund, or another remedy, NAJAH will address the claim in accordance with those requirements.

22. Contacting NAJAH

Customers requesting a cancellation, return, repair, replacement, refund, or warranty assessment should contact NAJAH Industries OPC through the contact information published on our website.

Please provide sufficient order and product information so that the request can be evaluated efficiently.

23. Changes to This Policy

NAJAH Industries OPC may update this Returns & Refunds Policy to reflect changes in its products, business practices, applicable requirements, or operational procedures.

Changes will apply prospectively from the stated effective date, subject to applicable law and the terms incorporated into previously confirmed transactions.