How do I request an RMA?
There are several methods to request an RMA:
Contact our RMA department directly via one of the following methods:
- RMA REQUEST FORM
- Phone: 713-341-6035
- Fax: 713-341-6030
- e-mail: rma@masterworksintl.com
You can also contact your Account Manager directly. If you’re not sure who your Account Manager is, please call our main number (713-896-0101) and ask to speak to a sales representative.
What information do I need when requesting an RMA?
You will need at least one of the following pieces of information:
- the invoice number
- your PO number
- the Masterworks serial number of the product you want to return
How long does it take to have an RMA issued?
In most cases, you will receive your RMA paperwork the same day of your request. If not, you will be contacted the next
business day.
How long do I have to return a product after receiving my RMA number?
All returns must be received no later than fifteen (15) days after issuance of an RMA number. If the product is not received within that time, the RMA will be cancelled.
How do I return a product to Masterworks on an RMA?
Upon approval of your return, you will be provided a copy of our return procedures. Please follow these guidelines to ensure your return is accepted for credit.
Does Masterworks pay for shipping on RMA returns?
No. Return shipments must be prepaid by the customer. We do not accept C.O.D. returns, nor do we have call tags issued. I am returning a product due to a Masterworks error.
Can I ship it back on a Masterworks account?
No. Masterworks does not give its shipping account number for RMA returns, regardless of the nature of the return. Freight charges on shipper errors can be reimbursed as long as the shipment is returned to us via ground / economy. Please refer to our return policy for complete details and instructions for reimbursement on shipper errors.
How long after my RMA is issued can I expect my account to be credited?
Every effort is made to ensure your account is credited within a timely manner. All parts returned are tested upon receipt. Depending on the product returned and the nature of the problem, most credits are issued within several business days.
I paid for an item with my credit card. It was returned and credited on an RMA, but my credit card company still does not show my card as credited. Why?
All RMA credits are posted with our accounting department daily. Your credit card company will be contacted in reference to the pending credit, but it is at their discretion as to when the credit show on your account.
Why was my RMA request denied?
There may be several reasons your RMA was not approved. Masterworks does not take back product sold “as is” or past warranty. Only return requests made for product invoiced within thirty (30) days will be considered for return. Failure to report physically damaged, missing and/or incorrect items within seven (7) days of receipt will void the warranty of the item. An RMA will not be issued. Please refer to our Return Policy for our complete return policy guidelines.
I sent a product back without an RMA number. Why have I not received a credit?
Only product approved for return will be credited. Any product returned without an official Masterworks RMA number will be refused and returned to you at your expense.
I had an RMA issued for one item and have found a second item to return. Can I just include the second item in the same shipment?
If for any reason you find additional product that needs to be returned, please contact our RMA department before sending it back to us. We will work with you to ensure the item is returnable and make sure you receive updated paperwork if the additional item is approved.
I need to alter the number of items I am returning on my RMA. Do I need to contact your RMA department?
Any changes in the amount of items need to be reported to us. Your paperwork will be updated so your account can be credited accordingly.
I was sent a product but it is missing parts. Will an RMA be issued?
Contact either our RMA department or your Account Manager within seven (7) days of receipt. Every effort will be made to ship you the missing items. In the event that we are unable to ship the items, an RMA will be issued.
The product I received was physically damaged during shipping. What should I do?
Masterworks makes every effort to ensure your order is packaged and shipped properly. In the event you receive physically damaged merchandise, please contact either our RMA department or your Account Manager within seven (7) days of receipt. If you are able, please take photos of the damaged item for documentation purposes. You may be asked to keep the damaged product at your location while a claim is filed with the shipper. If available, a replacement item can be shipped upon request.
I ordered an item but no longer need it. Can I return it?
As long as the item is under warranty and not sold “as is” an RMA can be issued. There is a 25% restocking fee for all unwanted product returned, or product that is returned and found to be non-defective. Please contact our RMA department or refer to our return policy for further details.
I’ve returned a part on an RMA that my tech said was defective. I’m being told that it passed your testing. Will I automatically be charged a restocking fee?
Any product returned and found to be non-defective is subject to a restocking fee unless you would like it returned to you. In that case, you will be asked to provide your shipping account information and the RMA will be cancelled. If you decline to have the product returned to you, a 25% restocking fee will be applied to your RMA.