Return & Refunds policy
United States, Canada and Mexico
This Policy applies to products purchased directly from FPS S.r.l. ("FPS") through the FPS website for delivery to business customers in the United States, Canada and Mexico. It forms part of the applicable order documents and is subject to FPS's Terms and Conditions of Sale and any product-specific warranty.
Email: orders@fps-automation.com
WhatsApp: +39 346 781 3598
Please provide the purchaser's name, order or invoice number, product code and serial number (if any), quantity, delivery date, reason for return and, for a suspected defect, photographs or video and a clear description of the problem. FPS will provide the RMA number and return instructions, including the authorized return address. An RMA does not itself confirm that a credit, refund or warranty claim has been approved.
The RMA is valid for 30 calendar days from issue unless FPS states otherwise. Products received after expiry may be refused or require a new authorization. Products purchased from an authorized distributor must be returned through that distributor unless FPS agrees otherwise in writing.
To qualify, the product must be unused, uninstalled, complete, undamaged and in new and resalable condition, in its original packaging, with all accessories, manuals and documents. It must be securely packed. The customer bears the risk of loss or damage in return transit.
The customer must prepay all return freight, insurance, brokerage fees, duties, taxes and customs charges. The shipment must follow FPS's customs instructions and identify the goods as returned goods, quoting the RMA and original invoice or export details. The customer is responsible for charges caused by inaccurate or incomplete customs documentation. FPS will not accept cash-on-delivery shipments and may refuse or return at the customer's cost any shipment without a clearly displayed RMA number.
No credit or refund is approved until FPS has received and inspected the product and confirmed that all return conditions have been met. Title to and risk in the returned product remain with the customer until FPS accepts the return after inspection. Approved change-of-mind returns are subject to a 15% restocking charge. FPS may issue a credit note or refund, as stated in its written authorization, less the restocking charge, non-refundable outbound delivery or transaction costs, and the reasonable cost of restoring missing or damaged packaging, parts or accessories.
FPS may first inspect or test the product, remotely or after return.
After FPS confirms that the defect is covered and authorizes replacement, FPS will provide a replacement product free of charge or will provide the remedy available under the applicable warranty. Return and replacement freight, insurance, brokerage fees, duties, taxes, removal, installation and related costs remain the customer's responsibility in accordance with FPS's Terms and Conditions of Sale, except where mandatory law requires FPS to bear them or FPS expressly agrees otherwise in writing. If no covered defect or error is found, or the issue was caused by the customer or a third party, FPS may return the product at the customer's cost and charge reasonable inspection and shipping costs, to the extent permitted by law.
Where applicable mandatory law gives the customer a different remedy or a choice of remedies - including repair, replacement, price reduction, refund, compensation or recovery of required shipping costs - those statutory rights are not limited by this Policy. Warranty claims remain subject to the applicable warranty period and are not subject to the 15-day change-of-mind period.
Last updated: 19 October 2026
1. Request a Return Authorization
Do not send any product back without FPS's prior written authorization and Return Material Authorization number ("RMA"). To request an RMA, contact:Email: orders@fps-automation.com
WhatsApp: +39 346 781 3598
Please provide the purchaser's name, order or invoice number, product code and serial number (if any), quantity, delivery date, reason for return and, for a suspected defect, photographs or video and a clear description of the problem. FPS will provide the RMA number and return instructions, including the authorized return address. An RMA does not itself confirm that a credit, refund or warranty claim has been approved.
The RMA is valid for 30 calendar days from issue unless FPS states otherwise. Products received after expiry may be refused or require a new authorization. Products purchased from an authorized distributor must be returned through that distributor unless FPS agrees otherwise in writing.
2. Change-of-Mind Returns
A request to return a non-defective product because of an ordering error, changed requirement or other discretionary reason must be received by FPS within 15 calendar days after the costumer receives the product. Acceptance is subject to FPS's prior written approval.To qualify, the product must be unused, uninstalled, complete, undamaged and in new and resalable condition, in its original packaging, with all accessories, manuals and documents. It must be securely packed. The customer bears the risk of loss or damage in return transit.
The customer must prepay all return freight, insurance, brokerage fees, duties, taxes and customs charges. The shipment must follow FPS's customs instructions and identify the goods as returned goods, quoting the RMA and original invoice or export details. The customer is responsible for charges caused by inaccurate or incomplete customs documentation. FPS will not accept cash-on-delivery shipments and may refuse or return at the customer's cost any shipment without a clearly displayed RMA number.
No credit or refund is approved until FPS has received and inspected the product and confirmed that all return conditions have been met. Title to and risk in the returned product remain with the customer until FPS accepts the return after inspection. Approved change-of-mind returns are subject to a 15% restocking charge. FPS may issue a credit note or refund, as stated in its written authorization, less the restocking charge, non-refundable outbound delivery or transaction costs, and the reasonable cost of restoring missing or damaged packaging, parts or accessories.
3. Non-returnable Products
Except for returns expressly authorized by FPS under Section 4 or otherwise agreed in writing by FPS, the following products are not eligible for change-of-mind returns: custom-made, configured or modified products; made-to-order products; discontinued products; clearance, special-sale or promotional products; and products damaged by misuse, improper installation, unauthorized modification, abnormal operating conditions or failure to follow FPS instructions.4. Defective, Damaged or Incorrect Products
If a product is defective, damaged on arrival, or materially different from the product ordered, notify FPS promptly at orders@fps-automation.com or by WhatsApp at +39 346 781 3598 and request an RMA. Do not continue to use or install a product where doing so may worsen the defect or create a safety risk.FPS may first inspect or test the product, remotely or after return.
After FPS confirms that the defect is covered and authorizes replacement, FPS will provide a replacement product free of charge or will provide the remedy available under the applicable warranty. Return and replacement freight, insurance, brokerage fees, duties, taxes, removal, installation and related costs remain the customer's responsibility in accordance with FPS's Terms and Conditions of Sale, except where mandatory law requires FPS to bear them or FPS expressly agrees otherwise in writing. If no covered defect or error is found, or the issue was caused by the customer or a third party, FPS may return the product at the customer's cost and charge reasonable inspection and shipping costs, to the extent permitted by law.
Where applicable mandatory law gives the customer a different remedy or a choice of remedies - including repair, replacement, price reduction, refund, compensation or recovery of required shipping costs - those statutory rights are not limited by this Policy. Warranty claims remain subject to the applicable warranty period and are not subject to the 15-day change-of-mind period.
5. Inspection, Credits and Refunds
FPS will notify the customer of the inspection outcome. If a return is approved, FPS will process the authorized credit or refund within a commercially reasonable time. Any refund will normally be made using the original payment method unless the parties agree otherwise or applicable law requires a particular method. Banking and customs processing times are outside FPS's control.6. Mandatory Rights
Nothing in this Policy excludes or limits rights or remedies that cannot lawfully be excluded or limited. In particular, this Policy does not shorten any applicable period for notifying or pursuing a claim for non-conforming goods under the United Nations Convention on Contracts for the International Sale of Goods (CISG), where applicable, or under mandatory national, state, provincial, territorial or other applicable mandatory law.Last updated: 19 October 2026