Return Authorisation (RA) – Terms & Conditions

Before submitting a Return Authorisation (RA) request, please read the following terms carefully. By submitting an RA request, you acknowledge and agree to the conditions outlined below.

Important – Warranty Coverage & Charges

Instruments Purchased Through CalMet: Where an instrument was purchased directly from CalMet and is covered by a valid warranty, CalMet will cover the cost of the approved warranty repair, any calibration required following repair, and return shipping to the customer at no charge.

Instruments Purchased Elsewhere: Instruments purchased from third-party suppliers may incur shipping and calibration charges, even where the repair itself is covered under the manufacturer's warranty.

In all cases, customers are responsible for the initial cost of sending instruments to CalMet, except where otherwise required by applicable law.

1. Return Authorisation Required

All instruments being returned to CalMet Ltd for repair, warranty assessment, inspection or calibration must have a valid Return Authorisation (RA) Number issued by CalMet prior to dispatch.

Please do not send any instruments to CalMet without first obtaining an RA Number.

Instruments received without a valid RA Number may be refused delivery or returned to the sender at the sender's expense.

2. Shipping & Transport Costs

The customer is responsible for all shipping and transport costs associated with sending instruments to CalMet, regardless of the instrument's warranty status or place of purchase, except where applicable law requires otherwise.

Return shipping costs will be determined by the applicable warranty arrangements outlined below.

CalMet accepts no responsibility for loss or damage occurring during transport arranged by the customer, to the extent permitted by law. We strongly recommend that all instruments are securely packaged and adequately insured during transit.

3. Repair Assessment & Investigation Timescales

Repair assessments and fault investigations can be complex and may require considerable diagnostic time.

Initial repair investigations typically take up to 10 working days (approximately two weeks) from receipt of the instrument. This timeframe is an estimate only and may vary depending on the nature of the fault, the complexity of the investigation and the volume of repairs currently being processed.

This timeframe relates to the initial investigation and diagnosis only and does not include subsequent repair work, parts procurement, manufacturer involvement or final calibration.

CalMet will endeavour to complete assessments as promptly as reasonably possible but cannot guarantee a specific completion date.

4. Manufacturer Repairs

Where CalMet determines that an instrument cannot be repaired in-house and must be returned to the manufacturer or an authorised third-party service centre, the customer will be advised before the instrument is forwarded.

Unless otherwise agreed in writing, the customer is responsible for all shipping and transport costs to and from the manufacturer.

Exception: Where an instrument was originally purchased from CalMet and is covered by a valid manufacturer's warranty, CalMet will cover the applicable shipping costs associated with an approved warranty repair.

Any additional repair, assessment or calibration charges not covered by the manufacturer's warranty will be communicated to the customer for approval before proceeding.

5. Warranty Repairs – Instruments Not Purchased from CalMet

CalMet may accept instruments purchased from third-party suppliers for warranty assessment or repair, subject to our ability and authorisation to service the relevant product.

Where an instrument was not originally purchased from CalMet, the customer is responsible for:

• All applicable shipping and transport costs to and from CalMet.

• Any applicable calibration costs following repair.

• Any additional charges not covered or authorised under the manufacturer's warranty.

Acceptance of an instrument for warranty assessment does not guarantee that the repair will be approved or covered by the manufacturer.

6. Warranty Repairs – Instruments Purchased from CalMet

Instruments originally purchased from CalMet are handled in accordance with the applicable manufacturer's warranty conditions and the customer's statutory rights.

Where a fault is confirmed as being covered by a valid warranty, CalMet will arrange and cover:

• The cost of the approved warranty repair.

• Any calibration required as a result of the warranty repair.

• Return shipping of the repaired instrument to the customer.

• Where applicable, shipping to and from the manufacturer or authorised service centre.

Customers remain responsible for the initial cost of sending the instrument to CalMet, except where otherwise required by applicable consumer law or agreed in writing.

Damage resulting from misuse, accidental damage, unauthorised modification or other circumstances excluded under the applicable warranty may incur charges. Any such charges will be communicated for approval before chargeable work proceeds.

7. General Conditions

Submission of an RA request does not constitute acceptance of an instrument for repair or confirmation of warranty coverage.

CalMet reserves the right to decline service requests where the instrument is outside our service capabilities or where appropriate manufacturer support is unavailable, subject to applicable statutory obligations.

All repairs, assessments and warranty claims are subject to CalMet's applicable service Terms & Conditions and relevant statutory rights.