Product Warranty

Warranty Information

Warranty Returns

Please click on the above link to be connected to our new online returns portal. The new returns portal allows our customers to submit a request to return goods. Once approved by our staff, a Returns Goods Authorisation Number(RGA#) is allocated to the request. Goods returned without an authorisation number may not be accepted & may be returned to the sender at the senders cost.

Once a RGA# is allocated, there will be specific instructions on how to return the goods to Master Instruments including the nominated mode of transport or at the customers cost. Freight will not be paid for goods returned by means other than the above.

Warranty Eligibility

Due to the high cost of labour & equipment used for checking warranty eligibility a $10.00 surcharge will be charged for goods returned as faulty yet found to be in good working order. All tests conducted by MI on goods returned are to internationally recognised standards. Testing procedures outside of these standards conducted by the returnee of goods will not be recognised as the goods being faulty. Goods found to be not covered by warranty will be returned with this surcharge & at the customers cost. Goods found to be warrantable may be credited or replaced at the customer's request.

Upon returning goods we require that a letter containing as comprehensive as possible advice is given as to the nature of the suspected fault of the product accompanies returned goods. When returning goods please include a copy of the invoice noting when the goods were received. Please circle the returned item/s & write a quantity. Please address all such returns to the Returned Goods Department as follows:

Australia Post Shipment Guidelines:
Please refer to the Australian Post Guidelines for the shipment of batteries. Furthermore if your shipping Lithium type batteries, please refer to the Australia Post Guidelines for Lithium type batteries.

Goods returned for credit due to incorrect customer ordering or non-saleability on the customer's part may incur up to a 20% restocking fee dependant upon age, appearance and future saleability.

Master Instruments Pty Ltd reserves the right not to accept return of goods when they are not warrantable under the ACL consumer guarentee guidelines and/or :

• Specifically manufactured at the customers request (i.e. custom made).
• Specially ordered in on the customers behalf (i.e. Indent products).
• Large quantity orders that may have already been covered by MI with replacement orders with our principles. (i.e. Identified as Non-Cancellable order types).
• Goods that have been in the customer's possession for a reasonable time & are requested by the customer to be returned to us after such time has elapsed that the goods are out of warranty, near or past their expiry date. Goods that have been damaged or had packaging damaged or removed.

Warranty Periods

Warranty is conditional in accordance with manufacturer's parameters & guidelines

Warranty Information & Procedure

If our product is in any way defective (other than resulting from abnormal use) within the stated period, you can, at your cost, return it (with it's original packaging if possible) with purchase receipt to the place of consumer purchase or call: (02) 9519-1200 or email: [email protected].
Please note, all returns must have a RGA# prior to returning the goods. To receive a RGA#, please use our online returns portal .

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The benefits under this warranty are in addition to other rights you may have at law.