SATISFACTION GUARANTEE TO ALL CUSTOMERS.
Customer should contact Maxtran if not satisfied with a product due to material or manufacturing defects within (5) days of receipt. Maxtran will promptly begin an investigation in order to provide an exchange or refund. All products must be issued an RMA (Return Material Authorization) prior to return in order to receive full credit. All approved returns to Maxtran must be received within 30 days of date of invoice, with proof of purchase from Maxtran. No credits will be issued until our Engineering Team evaluates the return and agrees that the defect is caused by a manufacturer’s production or engineering discrepancy.
I. PRODUCT RETURNS.
Maxtran 100% PRODUCT QUALITY GUARANTEE.
You can return your purchase if it has any form, fit and/or functional manufacturers defect for exchange or refund up to thirty (30) days from the date of invoice unless otherwise noted. An RMA is required for all returns. Proof of purchase from Maxtran is required for all returns. Maxtran’s 30-day satisfaction guarantee does not apply to “Sourced Products”, “Clearance Parts”, “Contract Manufactured Parts”, and/or products sold on a “Final Sale” basis.
NON-QUALITY RELATED RETURNS
At the discretion of the Executive Manager, you may be able to return products for a partial refund under certain instances. Any return request not due to a manufacturing defect will incur a 30% restock fee, loss of customer paid shipping and will incur additional return shipping at the customer’s expense. No requests will be granted after thirty (30) days from the date of invoice for any reason. An RMA is required for all returns. Proof of purchase from Maxtran is required for all returns.
ELIGIBLE & INELIGIBLE PRODUCTS for RMA ISSUANCE
ELIGIBLE FOR RETURN AND REFUND
- Any and all material defects
- Any and all manufacturer defects
- Products that are found non-compliant dimensionally
- Incorrectly shipped products
INELIGIBLE FOR RETURN AND REFUND
- Incorrectly ordering the wrong parts.
- Engineering mistakes and calculations
- Incorrect interchanges
- Brand ordering mistakes
- Incorrect measurements
- Parts damaged in transit or by carriers
- Lost products and/or shipments
- Stolen or misplaced shipments
- Incorrect information given at the time of order to a sale rep
- Typos via electronic data
- Finding products cheaper or sooner than listed on our site.
- Shipping errors or delays
- Not reading product specifications or asking for further engineering assistance
- Discount Bearings
- Custom Machined Parts
- Inventory Release Scheduled Orders
- Contract Manufactured Parts
- Extended Lead-Time Parts
- Parts on Back-Order with Accepted Timeline
- Electrical Motors
- Custom Ordered Factory Parts
- Parts from Overseas/International Vendors
- Any Parts Shipped Via LTL Carrier
- Items that are shipped to the buyer under a Free Shipping program.
- Items that are manufactured, modified, adjusted, resized or any other modification to a standard consumable product which may cause it to not be resold on the open market.
- Items that have been opened, installed, tested or other actions voiding the warranty or ability to resell the item as new and unused.
- Shipping to a 3rd party
- Shipping outside the United States whether opened or not, used or new
- Items shipped to an incorrect address by the buyer.
- Old inventory that has not been used although it still may be new.
- Any parts that have been re-marked, re-labeled or their original packing has been modified
- Any parts that have left the country or possession of you as the customer to any other locations other then the original shipping destination.
RETURNS AFTER 30 DAYS
No parts may be returned for credit, repairs, or replacement AFTER (30) days for any reason. No Exceptions! This includes products previously issued with an RMA. Returning parts for evaluation by the Maxtran Engineering team is essential to the refund, credit, and warranty process. If any of the processes are not adhered to the RMA will be cancelled and no credit will be issued, and any replacement parts will need to be paid for or returned. Title of ownership does not pass to you until all funds have been paid.
FINAL SALE ITEMS
Items sold on a “Final Sale” basis include: (i) Custom items; (ii) purchases made under the “Clearance Parts” and/or “Apparel” categories on Maxtranusa.com; (iii) special-order items; (iv) emergency response items; (v) items marked in Sourced Product quotations or invoices as “Non-Cancellable” or “Non-Returnable” and (vi) any other items that Maxtran may designate as a “Final Sale” from time to time. For more detailed information please click here to see the Maxtran Terms of Sale.
II. RETURNS PROCESS.
RETURN MATERIAL AUTHORIZATION (RMA) REQUEST
If you need to return an item, you can either:
1-Login to your Maxtran account and send an electronic RMA Request under the “View Completed Orders” link. A Sales Representative will return your request within 24 hours.
2-Contact Customer Care at 844-329-1777 so a Maxtran representative can evaluate whether you have a valid request.
3-Send all correspondence via email to: sales@maxtranusa.com
RMA ISSUANCE & EVIDENCE SUBMISSION
After the initial intake of your request, we will request objective evidence of the stated defect via electronic images, video or samples before any RMA will be issued. In some cases, we may be able to disposition your request without a return. In other instances, we may deny your request based upon the data we have received from you.
At a minimum we require the following information prior to issuing an RMA
a) Images of your product as received with its marking
b) Images of any damage
c) Images of the original packing
d) Your original shipment tracking#
e) Reason for RMA request
f) Your order ID#
g) Your Name
h) The Maxtran SKU Number
i) The Manufacturers part number
RETURNING YOUR PRODUCTS
When returning a product, please do the following:
Carefully package the item(s) and include the original packing slip with reason for return written on the packing slip and a copy of the RMA Form issued by Maxtran. If the packing slip is not available, please provide the purchase date, the original invoice number, and the item number for the product. Indicate whether you would like a replacement product or a credit.
Shipping is your responsibility until final disposition – Maxtran does not accept Cash on Delivery (C.O.D). If it is found your claim is valid all shipping will be returned via credit.
ENGINEERING EVALUATION
Once the evidence and/or physical parts are received our team and the manufacturer’s representative will perform a thorough evaluation. This process may take up to 14-21 working days.
REPLACEMENT PARTS
Since the RMA process may take up to 14 days it is in your best interest to place a new order so we can ship you the parts you need immediately. Once we receive your RMA parts back, we will issue a credit for the part cost and if warranted any original shipping charges for both the initial and replacement orders. All return shipping is the customer’s responsibility. Your replacement order must be of equal or greater value as your original order to avoid restock fees from the manufacturer.
RESTOCK FEES DURING EVALUATION
While we are in the process of evaluating your return you will not be charged any restock fees.
• If it is found that your claim is valid a full refund will be issued, and any shipping incurred from the replacement order will be 100% refunded.
• If it is found your claim is not valid it will be at your discretion whether you want the part returned or would like it scrapped. There will be a restock fee of 30% applied in for the return and you forfeit all shipping reimbursements. We will not incur additional shipping costs so pickup of your product is your responsibility. If you do not have your return picked up within (14) days of notification of our evaluation findings it will be scrapped, and no refund will be allowed whatsoever.
FINAL DISPOSITION
After we complete our evaluation we will present the customer with disposition options using the RMA order form and customer order system we will issue a disposition after completion of our evaluation. Examples of dispositions you may receive include;
- Full Refund
- Refund & Replacement
- Issue Store credit
- Scrap & Refund
- Scrap & Replace
- Scrap & Store Credit
III. ASSISTANCE
For assistance with returns, call Maxtran Customer Care at 844-329-1777 or email: sales@Maxtranusa.com
IV. DEFECTIVE PRODUCTS
Please see Maxtran’s Limited Warranty for Customers in our Terms of Sale.
V. LIMITED WARRANTY
• ALL PRODUCTS SOLD ARE WARRANTED FOR FORM, FIT AND FUNCTION VIA THE MANUFACTURERS DESIGN BY Maxtran ONLY TO CUSTOMERS FOR:
(i) RESALE; OR
(ii) USE IN BUSINESS OR GOVERNMENT.
• Maxtran DOES NOT WARRANT PRODUCTS FOR ANY REASON. THE ORIGINAL MANUFACTURER PROVIDES A WARRANTY AGAINST DEFECTS IN MATERIALS AND WORKMANSHIP UNDER NORMAL USE FOR A PERIOD OF ONE (1) YEAR AFTER THE DATE OF INVOICE FROM Maxtran, UNLESS OTHERWISE STATED. PROVIDED THAT Maxtran ACCEPTS THE PRODUCT FOR RETURN DURING THE LIMITED WARRANTY PERIOD, Maxtran MAY, AT ITS OPTION:
(i) REPAIR;
(ii) REPLACE; OR
(iii) REFUND THE AMOUNT PAID BY THE CUSTOMER LESS ANY RESTOCK FEES, LESS INITIAL OUTGOING SHIPPING AND LESS ANY RETURN SHIPPING. CUSTOMER MUST RETURN THE PRODUCT TO THE APPROPRIATE Maxtran BRANCH OR AUTHORIZED SERVICE LOCATION, AS DESIGNATED BY Maxtran, SHIPPING COSTS PREPAID. Maxtran'S REPAIR, REPLACEMENT, OR REFUND OF AMOUNTS PAID BY THE CUSTOMER FOR THE PRODUCT, SHALL BE CUSTOMER'S SOLE AND EXCLUSIVE REMEDY.
WARRANTY DISCLAIMER AND LIMITATIONS OF LIABILITY.
VI. MANUFACTURER (OEM) WARRANTY
THIS APPLIES TO NEW, UNUSED, NON-SURPLUS PRODUCTS: Products are warrantied against material and manufacturing defects only by the manufacturer at its own discretion, No Exceptions. All Claims must be made within 5-Days of receiving your parts.
A. FOR BUSINESS CUSTOMERS:
EXCEPT AS SET FORTH HEREIN AND WHERE APPLICABLE, NO WARRANTY OR AFFIRMATION OF FACT OR DESCRIPTION, EXPRESS OR IMPLIED, IS MADE OR AUTHORIZED BY Maxtran. Maxtran DISCLAIMS ANY EXPRESS OR IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NONINFRINGEMENT OF INTELLECTUAL PROPERTY RIGHTS. Maxtran ALSO DISCLAIMS ANY LIABILITY FOR CLAIMS ARISING OUT OF PRODUCT MISUSE, IMPROPER PRODUCT SELECTION, IMPROPER INSTALLATION, PRODUCT MODIFICATION, MISREPAIR OR MISAPPLICATION. Maxtran EXPRESSLY DISCLAIMS ANY LIABILITY FOR CONSEQUENTIAL, INCIDENTAL, SPECIAL, EXEMPLARY, OR PUNITIVE DAMAGES TO THE EXTENT PERMISSIBLE. Maxtran'S LIABILITY IN ALL EVENTS IS LIMITED TO THE PURCHASE PRICE PAID FOR THE PRODUCT THAT GIVES RISE TO ANY LIABILITY.
B. FOR ALL OTHER CUSTOMERS:
EXCEPT AS SET FORTH HEREIN AND WHERE APPLICABLE, NO WARRANTY OR AFFIRMATION OF FACT OR DESCRIPTION, EXPRESS OR IMPLIED, IS MADE OR AUTHORIZED BY Maxtran. Maxtran DISCLAIMS ANY EXPRESS OR IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NONINFRINGEMENT OF INTELLECTUAL PROPERTY RIGHTS. Maxtran ALSO DISCLAIMS ANY LIABILITY FOR CLAIMS ARISING OUT OF PRODUCT MISUSE, IMPROPER PRODUCT SELECTION, IMPROPER INSTALLATION, PRODUCT MODIFICATION, MISREPAIR OR MISAPPLICATION. Maxtran EXPRESSLY DISCLAIMS ANY LIABILITY FOR CONSEQUENTIAL, INCIDENTAL, SPECIAL, EXEMPLARY, OR PUNITIVE DAMAGES TO THE EXTENT PERMISSIBLE. CERTAIN STATE LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY AND OTHER RIGHTS MAY BE AVAILABLE.
