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...Return Merchandise Authorization



After 30 days - all sales are final.



Note that an RMA number is required for all returns.

pdf RMA Policy & Form - PDF File

pdf Recommended International RMA Procedure - PDF File

RMA Phone (636) 724-3666 - RMA Fax. (636) 724-3776

RETURN MERCHANDISE AUTHORIZATION - POLICY



Our RMA policy is straight forward and is based on several basic premises -

  • An item can be returned, subject to several basic requirements, under our 30 day Satisfaction Guarantee -
  • If an item fails within the Warranty Period we will repair and return it freight prepaid -
  • If an item is outside the warranty period and requires repair we will inspect, repair and return the item to you for a reasonable charge for the work and the cost for freight -
  • If you think an item or system is not working properly we expect you to read the instruction manual, talk to our customer service department and make a reasonable effort to resolve the problem -
  • If you return an item to us for repair or "because it doesn't work" and the item is found to work properly then we will charge you an "Analysis / Inspection" charge plus the return freight -


The following RMA policy and request form is intended to clarify these policies, prevent misunderstanding and to expedite the resolution of problems.



RETURN MERCHANDISE AUTHORIZATION
POLICIES AND PROCEDURES

Terms:

Evaluation / Satisfaction Guarantee Return

Masterclock®, Inc. offer a 30 day satisfaction guarantee on all of our products. If the product does not meet your requirements, return it within 30 days from the invoice date and cancel the Purchase Order or request a refund if the order has been prepaid. This return privilege is subject to the following conditions. Any returned merchandise must be packed in the original shipping container and packing material complete with all instruction booklets and accessories, be free of any blemishes and show no signs of damage. Please note that software can not be returned without the associated hardware. An RMA is required, which must be obtained within 30 days of the date of the original Masterclock® invoice, before any item can be returned.

You, the purchaser, are responsible for ALL freight, insurance and taxes (if any) for both shipping and returning any product and agree to pay any such charges that may have been included on the original Masterclock® invoice. Because the cost associated with evaluation processing and returns can be substantial (for both parties) we ask that you limit items ordered for evaluation to the minimum quantity/units needed.

Warranty Return - Items returned for repair or replacement within applicable warranty period:

1. If an in-warranty item is found to be defective it will be repaired or replaced by Masterclock® in accord with our warranty policy and returned via prepaid ground freight.

2. If a returned item is found not to be defective then return freight and insurance will be charged to the customer in addition to fees described below.

3. Incoming freight (and insurance) for all returned items must be prepaid by customer.

4. A $100 analysis fee will be charged for items that are returned as defective but test functionally good and for items that have been modified or damaged by customer - such items will be returned unprocessed to the customer.

Repair Return - Items returned for repair after expiration of warranty period:

5. You will be advised of the cost of any repairs and we will require a credit card number or purchase order prior to any work being started. A $100 analysis fee will be charged for any un-repaird item returned at the customer's request.

6. A $100 analysis fee will be charged for any item that is returned for post warranty repair as defective but test functionally good.

7. Merchandise received, which has been modified by customers will be returned unprocessed to the customer and a $100 analysis fee will be charged for items so returned.

8. Incoming and return freight (and insurance) for all returned items will be charged to customer.

Exchange - Refers to returning items to receive different part number:

9. Items that are returned for credit or "change" due to a mistake on customer's part (ordered wrong, end user changed their mind, improper installation, etc.) will be exchanged only after receipt of authorization for payment for 15% of item value with a minimum charge of $50.

10. After 30 days - all sales are final.

Filling out RMA Request Form:

11. RMA numbers will be issued only with the proper INVOICE NUMBERS.

12. You must provide an explanation for your return. If the item is defective, please provide a detailed description of the problem.

13. Mark the action you desire to be taken in regards to your RMA - Evaluation Return, Warranty Return, Repair Return or Exchange. If you are requesting an exchange, please indicate which items/quantity you wish to exchange for.

Shipping Items - RMA Number:

14. RMA numbers are good for 30 calender days only - no exceptions. RMA's returned after this time will be automatically refused.

15. Merchandise returned without an RMA number clearly marked on top of the box, or returned without prior authorization, will be automacially refused.

16. Merchandise returned COD will be automatically refused.

17. Masterclock® has a Ship after Receive policy. We must receive the products before we can ship your replacements. If any item is critical to your operation we suggest that a backup item/system be purchased - talk to our sales department.

Other Suggestions:

18. Please have RMA number and RMA Request Form available when calling Masterclock® regarding an RMA.

19. If RMA Dept. is not available, and you are transferred to voice mail please leave your name, company name, RMA number, and reason why you are calling on the message.

20. Please do not ship items back for repair with accessories, unless accessories are suspected to be the cause of the problem or unless instructed to do so by customer service. If customer returns such or other extra items not specified when requesting RMA number on RMA Request Form customer hereby releases Masterclock® from any responsibility regarding loss or damage of those items.

WARRANTY



See our complete warranty statement in your product manual, on the web at: http://www.masterclock.com/warranty.php or request a copy by mail or fax.