Please observe these procedures and policies listed below to ensure your return
is accepted for an RMA (Return Materials Authorization) and credit. Any product
returned without an official Masterworks RMA number will be refused and sent back
at the shipper’s expense.
All return requests must be made within thirty (30) days from receipt of the product.
The customer is responsible for confirming that the number of products received
matches the number of products on the packing slip enclosed with the shipment.
Physically damaged merchandise must be reported within seven (7) days of receipt
of the product/products. Failure to report physically damaged items within seven
(7) days of receipt will void the warranty of the item. An RMA will not be issued.
Missing or incorrect items must be reported within seven (7) days of receipt of
the product/products. Failure to report missing and/or incorrect items within seven
(7) days of receipt will void the warranty of the item. An RMA will not be issued.
All returned products will be retested upon receipt. Products that are returned
and found to be non-defective will result in a restocking fee of 25% of the sales
price ($10.00 minimum). The customer will be notified of our testing results and
may choose to have the product returned. The customer will be responsible for providing
shipping account information if the product is to be returned.
RMAs issued for unwanted product will also result in a restocking fee of 25% ($10.00
minimum).
Untested products are sold “as is” and cannot be returned.
No RMA for defective product will be issued after one month from the invoice date.
Only the items listed on the return authorization form will be credited. Any product
returned that is not listed on the RMA form will be refused and sent back at the
shipper’s expense.
Freight on shipper errors for domestic shipments can be reimbursed for ground service
only.
Freight (including duties, taxes and Customs clearance fees) on shipper errors for
international shipments can be reimbursed for economy service only.
In order to be reimbursed for freight on returns due to shipper error, you must
fax a copy of the freight invoice listing the total shipping charges to 713-341-6030,
attn: RMA Department.
For faster service, please complete our RMA (Return Merchandise Authorization) Request
Form and e-mail or fax the request to the RMA Department. On the form, please enclose
a detailed description of the product’s defect or why the product did not fit your
application. Once you have received RMA approval, you will receive RMA paperwork
with the RMA number and return instructions via e-mail or fax. If we cannot reach
you via e-mail or fax we will phone you. If we cannot reach you via phone, it will
be up to your company to contact us for the appropriate RMA number. Please contact
the RMA department directly if you have any further questions or issues.
We can be reached by:
Phone: 713-341-6035
Fax: 713-341-6030
e-mail: rma@masterworksintl.com
Thank you for choosing Masterworks International