Return Merchandise Information

If you wish to return merchandise, please download and fill out the appropriate RMA (Return Merchandise Authorization) PDF form below. An RMA number is required for all returns. After 30 days all sales are final.

Our RMA policy is straightforward and based on several basic premises:

  • Masterclock offers a 5-year limited parts and labor warranty.

  • If an item fails within the first year of the warranty period, Masterclock will pay for shipping costs to return the item to our location via a pre-paid shipping label and ship the repaired item back to you.

  • If an item fails after the first year while under warranty, you are responsible for associated shipping costs.

  • 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 return shipping.

  • 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 "because it doesn't work" and the item is found to work properly, then we will charge you an "Analysis/Inspection" fee plus the associated shipping costs.

  • The above RMA request forms and RMA policies and procedures are intended to clarify rules, prevent misunderstanding, and expedite the resolution of any issues.

  • 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 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 items not specified when requesting an RMA number on the RMA request form, the customer hereby releases Masterclock from any responsibility regarding loss or damage of those items.

 

30-DAY SATISFACTION GUARANTEE RETURN

Masterclock offers a 30-day satisfaction guarantee on all of our products. If the product does not meet your requirements, submit a completed RMA form and return the item within 30 days of the invoice date. Any returned merchandise must be packed in the original shipping container and packing material with all instruction booklets and accessories, be free of any blemishes, and show no signs of damage. Please note that software cannot be returned without the associated hardware. You, the purchaser, are responsible for shipping costs, 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. An RMA number is required before any item can be returned.

 

EXCHANGE OR CREDIT

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. After 30 days, all sales are final.

 

WARRANTY RETURN - ITEMS RETURNED FOR REPAIR OR REPLACEMENT

  • If an item under warranty is found to be defective, it will be repaired or replaced by Masterclock in accordance with our warranty policy. Within the first year of the warranty, Masterclock will pay for related shipping costs via pre-paid ground freight. After the first year, the customer is responsible for shipping costs.

  • If a returned item is found not to be defective, a $100 analysis fee will be charged.

  • Items that have been modified or damaged by customer will be returned unprocessed, and a $100 analysis fee will be charged.

  • We must receive the products before we can ship your replacements. If any item is critical to your operation, we suggest you purchase a backup item/system.

 

REPAIR RETURN - ITEMS RETURNED FOR REPAIR AFTER EXPIRATION OF WARRANTY

  • You will be advised of the cost of any repairs. We require a credit card number or purchase order prior to beginning any post-warranty repair.

  • A $100 analysis fee will be charged for any un-repaired items returned at the customer's request or for any item that is returned for post-warranty repair but is found to be fully functional.

  • Items that have been modified or damaged by customer will be returned unprocessed, and a $100 analysis fee will be charged.

  • Incoming and return shipping for all returned items will be charged to customer.

  • We must receive the products before we can ship your replacements. If any item is critical to your operation, we suggest you purchase a backup item/system.

 

FILLING OUT THE RMA REQUEST FORM

  • RMA numbers will be issued only with the correct Masterclock invoice number.

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

  • Mark the action you desire to be taken in regards to your RMA - Credit, Exchange, Upgrade, Warranty Repair, Non-Warranty Repair. If you are requesting an exchange, please indicate what items/quantity you wish to receive in return.

  • RMA numbers are good for 30 calendar days only. RMA's returned after this time will be automatically refused.

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

Please have your RMA number available when calling Masterclock in regards to an RMA. If the RMA department is not available and you are transferred to voicemail, please leave your name, company name, RMA number and reason you are calling on your recorded message.