How do I return an item?

RETURN POLICY


ALL RETURNS require prior authorization. Any merchandise returned without authorization clearly marked on the outside of the shipping carton will be refused.


To obtain your Return Merchandise Authorization (RMA) number, please contact our Support Center at (860) 276-8796 and have your receipt and invoice number ready when you call. RMA numbers are valid for 14 days from date of issuance. We are unable to accept returns without an RMA number.

To receive a refund or credit, your purchase must be returned with shipping and insurance prepaid, in "as new" condition, in original box and packaging, and with all warranty cards, manuals and accessories. The RMA number must be clearly marked on the outside of the shipping carton. Packages received without an RMA number marked on them will be refused. Any variance from these conditions could result in delay or forfeiture of your refund.

Return period for un-opened items for credit or replacement, at our discretion, is 30 days from date of shipping, except as noted below:

  • Instrument returns (un-opened cartons only) permitted within 14 days from the date of receipt of merchandise, for credit or replacement only, at our discretion, pending inspection.
  • Instrument returns (cartons open upon delivery) found to be defective must be reported to us within 3 days of receipt for possible replacement, at our discretion, pending inspection. After 3 days, the Instrument may be returned to Superior Instrument or the original manufacturer for repair.
  • Software is not returnable.
  • Batteries are NOT returnable for credit or replacement. If a battery is proven to be defective, the original manufacturer's warranty will be enforced. Warranties vary greatly by manufacturer.
  • ALL returns must include original factory box, original factory packaging (foam plastic wrappings, etc.), all instruction booklets and paperwork. Do not deface original factory cartons or packaging in any manner. Superior Instrument will not accept a return if packaging is not in its original condition, or if the item is not packaged properly for shipping.
  • Returns of material that is damaged, scratched, shows obvious signs of use, or has been defaced in any way will not be accepted, and will be returned to the purchaser.
  • All returns must include all the factory accessories which came with the item. No returns will be accepted if any of the originally packaged accessories are missing.
  • Returns must be shipped pre-paid. Superior Instrument will not pay shipping charges for returns. If the item was shipped by Superior Instrument in error, or the item was received defective (not as a result of shipping damage), then Superior Instrument will issue a UPS call tag for return of the item.
  • If any item arrives damaged due to shipping, immediately contact the carrier, have the shipping (tracking) number ready when you call. The tracking number can be found on the shipping label. If the tracking number is not legible, call Superior Instrument at (860) 276-8796.
  • If the carton shows signs of shipping damage, notify the delivery driver PRIOR to accepting the package, make sure the driver makes note of the damage. Keep all shipping cartons, as the carrier may want to inspect them.
  • Refunds or credits, if issued, will not include original shipping and handling charges.
  • Shipping fees will not be refunded if shipment is refused at time of delivery.
  • A Restocking Fee of at least 15% may be assessed based on the circumstances and condition of material returned. This will be determined upon our inspection of the material.
  • Superior Instrument will not accept the return of any item if the UPC code, or other proof of purchase markings have been removed from the packaging, or if the original warranty card is missing.
  • Refunds on purchases made with a credit card will be posted to the original credit card used at the time of sale.


SPECIAL ORDERED ITEMS

Our Return Policy only applies to standard in-stock merchandise. Special Order merchandise cannot be returned for credit. Any non-stock merchandise brought in which a manufacturer does allow to be returned is subject to handling, shipping, and restocking fees from the manufacturer and will be determined at the time of restocking.


DISCONTINUED AND CLEARANCE PRODUCTS

ALL discontinued and clearance products (including refurbished, demo, new and open box items) purchased from Superior Instrument are sold AS-IS and CANNOT be returned.

Each product marked "Discontinued" or "Clearance" is examined at the time of shipment. Electronic items are examined by powering up the device. Batteries in "Discontinued" or "Clearance" items are sold "As-Is" and are not warrantied or guaranteed.  Clearance items are sold "As-Is", unless specified in writing that there is a limited manufacturer's warranty. Superior Instrument disclaims all warranties, expressed or implied, including any implied warranties of MERCHANTABILITY and FITNESS FOR A PARTICULAR PURPOSE.

Some new and refurbished products may come with a limited manufacturer's warranty. Please ask about any warranties at the time of placing your order.


USED PRODUCTS

Used products are sold AS-IS unless otherwise noted. In the instances where a used instrument does have a limited warranty, it will be stated on your invoice. Please ask about any warranties at the time of placing your order. Superior Instrument disclaims all warranties, expressed or implied, including any implied warranties of MERCHANTABILITY and FITNESS FOR A PARTICULAR PURPOSE."


CANCELLATION POLICY 


You can cancel your order any time before it is shipped by calling (860) 276-8796 to cancel. Please note that special and custom orders cannot be canceled once the order has been finalized.


DELIVERY /SHIPPING POLICY 


We usually ship your in-stock items the same day if placed before 3 PM ET. Weekend orders are processed/shipped on Monday. We are closed for of the 6 major U.S. holidays. If your shipment arrives damaged, please save all original packing, including the box, and contact your local shipping representative immediately to file a claim.


Instrumentation may need additional calibration after shipping. Calibration is not covered by any warranty and is the sole responsibility of the user. See the operator's manual for instructions and information on calibration, or contact the manufacturer to find an authorized calibration center.

 

WARRANTIES 


Warranties where applicable are offered and enforced by the respective manufacturers. Superior Instrument is not obligated to offer, implement, interpret or enforce any external warranty. Superior Instrument may act as an agent to facilitate warranty claims on behalf of the customer within the limits of the warranty as set forth by the manufacturer. Warranties very greatly between brands, and may vary within product groups. Check with the manufacturer regarding their current warranty policy and remedies for each specific product.


TECHNICAL SUPPORT


The buyer is responsible for understanding the proper and safe use of any product(s) purchased. Superior Instrument will make every effort to ensure you purchase the product that best fits your needs. Please feel free to contact us before placing an order for additional order assistance. 

Superior Instrument offers technical support and training for all brands we carry. The cost for technical support is NOT covered by any manufacturer warranties and is the sole responsibility of the user. Contact us for information regarding training packages.


For technical support/training call (860) 276-8796 during regular business hours.