Warranty Returns

Please use the below links to be connected to our returns portal. The 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 guarantee 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

PRODUCT	CUSTOMER WARRANTY
Consumer & Industrial Primary Batteries	12 months from date of purchase from MI (Invoice Date)
Consumer & Industrial Rechargeable Batteries	12 months from date of purchase from MI (Invoice Date)
Consumer Battery Packs	12 months from date of purchase from MI (Invoice Date)
Industrial Battery Packs	12 months from date of purchase from MI (Invoice Date)
Custom Made Battery Packs	12 months from date of purchase from MI (Invoice Date)
Battery Chargers & Testers (consumer)	12 months from date of purchase from MI (Invoice Date)
Battery Chargers Specialised & Custom	12 months from date of purchase from MI (Invoice Date)
Battery Analysers	12 months from date of purchase from MI (Invoice Date)
Sealed Lead Batteries	12 months from date of purchase from MI (Invoice Date)
Battery Holders & Parts	12 months from date of purchase from MI (Invoice Date)
Medical Battery Packs	12 months from date of purchase from MI (Invoice Date)
Power Products	12 months from date of purchase from MI (Invoice Date)
Engineering Tools & Equipment	12 months from date of purchase from MI (Invoice Date)
MI manufactured Shunts	12 months from date of purchase from MI (Invoice Date)
MI manufactured Analogue Meters	12 months from date of purchase from MI (Invoice Date)
MI manufactured Test Equipment	12 months from date of purchase from MI (Invoice Date)
Camille Bauer Control Equipment	12 months from date of purchase from MI (Invoice Date)
Lutron Meters & Test Equipment	12 months from date of purchase from MI (Invoice Date)
OEM & Custom Manufactured Products	12 months from date of purchase from MI (Invoice Date) or by contractual arrangement
R/C Hobby Cells & Battery Packs	No warranty other than manufacture & workmanship due to common use outside manufacturers specifications
MANUFACTURER WARRANTIES
Ansmann Phone Holders & Battery Chargers	3 years from Retail Sale Date
Ansmann Torches	2 years from Retail Sale Date
Battery Fighter Products	3 years from Retail Sale Date
Drypower Lithium Products	3 years from Retail Sale Date
Drypower AGM & GEL Batteries	1.5 years from Retail Sale Date
Drypower Starter & Deep Cycle MF Batteries	2 years from Retail Sale Date
MG Energy Products	4 years from Retail Sale Date
Pylontech US Series Modules	10 years from Retail Sale Date (View Warranty Documents)
Pylontech Force L & H Series ESS	10 years from Retail Sale Date (View Warranty Documents)
Pylontech PowerCube H & X Series ESS	10 years from Retail Sale Date (View Warranty Documents)
Pylontech UP2500 Modules	7 years from Retail Sale Date
Pylontech RV12100 & RT12100G31	3 years from Retail Sale Date
Symmetry Solar Products	5 years from Retail Sale Date
Victron AGM Batteries	2 years from Retail Sale Date
Victron Lithium Batteries	3 years from Retail Sale Date
Victron non Battery Products	5 years from Retail Sale Date*
Xtar Torches/Chargers	2 years from Retail Sale Date

Please Note:

• Warranty covers products that become unusable or unserviceable due to defects in materials and/or workmanship.
• Warranty is conditional upon usage within Manufacturer's guidelines & specifications.
• Warranty period does apply to any usage outside of intended application use.
• Warranty period does not apply to extreme or abnormal usage creating excessive wear & tear. Battery products have a limited intended life governed by their usage.
• Warranty covers batteries that are sized properly and used in the application for which it was intended.
• Warranty cannot be claimed for SLA batteries that are left uncharged for extended periods of time (sulphated).
• Warranty cannot be claimed if the battery is damaged due to overcharge, incorrect charger / charge profile choice.
• Warranty periods are that stated above unless Manufacturer backed warranty period is greater.
• Warranty is void if battery packs are subject to physical damage, or are opened and original seals are broken.
• Warranty is void if batteries are directly soldered to or come into contact with moisture (corrosion).
• Warranty is void if usage is outside of temperature range listed on products datasheet.
• Once "normal" usage has brought the product to it's normal end of life, warranty is extinguished.
• If a product is repaired or a replacement is supplied under warranty, the balance of the warranty from the original product purchase date is applicable (pro-rata warranty applies).

*Victron Energy: Error Diagnostic Procedure documents & Test Reports are now available to assist with certain Victron Energy product ranges. If you are having issues with any Victron Energy product, we encourage you to contact us. The MI support team has a number of self evaluation materials to assist in fault diagnosis and can guide you through to a suitable remedy. CLICK HERE to access the Victron page in MI Link, then click the Diagnotic Processes button to see available materials.

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.