Returning an Instrument to CalMet
Our Returns, Repairs & Warranty Guidelines
We’re happy to help with instrument repairs, warranty claims and servicing. To make the process as straightforward as possible, we've outlined a few important things to know before sending your instrument to us.
1. Please Request an RA Number Before Sending Anything
Before sending an instrument to CalMet, please complete our online Return Authorisation (RA) request form and wait for us to issue your RA Number, scroll to the bottom of this page for the RA Request Form.
Please don't send instruments without an RA Number. Unfortunately, we cannot accept deliveries that haven't been authorised in advance, and these may be refused or returned at the sender's expense.
2. Who Pays for Shipping?
Customers are responsible for the cost of sending instruments to CalMet, whether the instrument is under warranty or not.
The cost of returning the instrument to you depends on where it was originally purchased and whether the repair is covered by warranty.
3. How Long Does a Repair Assessment Take?
Some faults are easy to identify, while others take considerable time to investigate.
Our initial repair assessments typically take up to two weeks (10 working days), depending on the type of fault, the complexity of the instrument and how many repairs are currently being handled.
Please keep in mind that this is the investigation stage only. The actual repair, ordering of parts and any required calibration may take additional time.
We always aim to get instruments back to customers as quickly as possible.
4. What Happens if We Can't Repair It Ourselves?
While we carry out many repairs in our own workshop, some instruments need to be returned to the manufacturer or an authorised repair centre.
If this happens, we'll let you know before sending your instrument away.
Normally, the customer covers the shipping costs to and from the manufacturer.
However, if you purchased the instrument from CalMet and it's covered under warranty, we'll cover these shipping costs as part of the warranty service.
5. Warranty Repairs – Instruments Purchased from CalMet
If you purchased your instrument directly from CalMet and it's still covered by a valid warranty, we'll look after the approved warranty repair for you.
This includes:
- The warranty repair itself.
- Any calibration required following the repair.
- Shipping to and from the manufacturer, where necessary.
- Return delivery from CalMet back to you.
There's no charge for these services when the fault is covered under warranty.
You simply arrange and pay for the initial delivery of the instrument to CalMet, unless applicable consumer law requires otherwise.
6. Warranty Repairs – Instruments Purchased Elsewhere
If your instrument was purchased from another supplier, we may still be able to help with a warranty repair.
However, there are a few differences:
- You'll need to cover the shipping costs to and from CalMet.
- Shipping to and from the manufacturer, if required, will be chargeable.
- Calibration following the repair may also be chargeable.
- Any work not covered by the manufacturer's warranty may incur additional charges.
We'll explain any applicable charges before proceeding with chargeable work.
7. A Few Final Things to Know
Submitting an RA request doesn't automatically mean your instrument has been accepted for repair or that a fault will be covered under warranty.
We'll review your request and advise you of the next steps.
If we identify any work that isn't covered by warranty, we'll discuss the costs with you before proceeding.
Our aim is always to provide a reliable, transparent service and keep you informed throughout the process.
These guidelines should be read alongside CalMet's standard Terms & Conditions. Nothing in these guidelines affects your statutory consumer rights.
We're here to help. If you're unsure about anything, please contact our team before sending your instrument.
By submitting this form, you confirm that you have read and understood these Return Authorisation Terms & Conditions.