Starting in 12/2015, for any exchange, return or repair, please use online return authorization request. Upon receiving your request, we will review and send you return instruction after approval. If your tool becomes defected at first 30 days of your purchase, we will email you return shipping label and return the repaired tool back to you free of charge, excluding exchange requests, after reviewing your request. Please keep all original packaging for 30 days so that we may determine if the tool was/is damaged during shipment and a claim to shipping carrier might be filed based on the causes of defects.
After first 30 days, you are liable to pay for any inbound and outbound return shipment charges. Please be advised that we can repair your tools even it is out of warranty as long as it is repairable, we do not charge labor fee to repair the tools but the replacement parts after warranty.
The following return policy only apply to consumer customer or corporate account customers. Authorized distributors have different return and exchange policy based on the distributor agreement.
1.1 Should you wish to cancel your order or return an item you have ordered please contact our Customer Services on:
+1.501.255.0331 ext 201
Monday to Friday 9am to 5 pm Central time
1.2 Master Palm Pneumatic Tool Online Store Customer Services will supply you with a Returns Merchandise Authorization number (RMA) and full instructions. You should retain the RMA number as a record.
When contacting Customer Services please quote:
- Your order number (please refer to your online invoice or order confirmation e-mail);
- The items(s) you are returning or cancelling;
- Reasons for return or cancellation
2. Cancellations, Exchange and Exchange Fee, Return and Restocking Fee.
2.1 Cancel Your Order
You may cancel your order within 24 hours after you place your order to get all your money refunded. After 24 hours, your order will be processed and you may still cancel your order, however, we will only be able to issue you store credit to shop on www.masterToolSupply.com
2.2 Exchange Your Order
If you wish to exchange your order, you entitle to do so within 48 hours.
2.3 Return Your Order
We only issue store credit for any returns for you to shop online at masterpalm.com and mastertoolsupply.com without restocking fee within (7) days following delivery of the item(s) or with 15% restocking fee after 7 days up to 30 days following delivery of the item(s).
For any order returns, you are required to request a return merchandise authorization, otherwise, no exchange or store credit will be issued or honored if we receive the return item without return merchandise authorization number. And the item will be returned to you.
All return shall be freight prepaid. However, if the item you receive is defected by nature, we will pay for freight charges and replace you a same model with a new one within 7-14 days after we receive the returned item.
All return item shall be unopened, unused and is in its original packaged resell-able condition and we shall receive the item within 14 days after the RMA (Return Merchant Authorization) Number is issued, otherwise, your return for exchange will be canceled and we will return the item back to you. You are liable to pay the transportation costs to ship back the order for store credit refund, if it is an exchange, you are liable to pay for freight cost both ways and the price difference. If you return for exchange, and the item price is lower than the original item, we will issue store credit for the difference.
2.4 Restocking Fee
You will only be charged a 15% restocking fee if you decide to return the item for store credit after 7 days following the delivery date of your order, up to 30 days.
3 Acceptable Returns Condition Rules.
3.1 In the event of returns or cancellations, We require that you return any item(s) to Us in their original packaging in a "new and unused state" with all original labeling attached and a copy of the invoice.
3.2 PLEASE NOTE: "New and unused" means that there are no marks on the item(s) or any wear on the tags. We do not sell used item(s) and will not accept any item with any indication that it was used.
All item(s) will be subject to a Quality Control (QC) check on return receipt. If item(s) do not meet QC standards then the item(s) will be returned to the purchaser at the purchaser's cost.
3.3 All returns
and cancellations will only be accepted with a RMA number (please refer
to section 1.1 above for details of how to obtain a RMA number).
4 Shipping Insurance for Return
is the Customer's responsibility to ensure that any goods being
returned are fully insured whilst in transit to Master Air Tool Ltd Co,
5 Unconditional Return for Refund or Exchange
5.1 Although we make every effort to ensure that you receive the item(s) ordered, please let us know if this is not the case. We offer a free returns process in the event that:
- The item(s) is not what was ordered
- The item(s) is flawed
- We do not accept any return or exchange based on the brand name and tool appearance design based on color. We use either Master, Master Pneumatic or Co-Brand Master Palm as our in-house brands on the package based on availability. In rare cases, we may update the tool design without informing you in advance, the housing color or housing design might be different from what you see on the website if there is an update to the model, due to the fact that our products are industrial products, not consumer products, therefore, there will be updates and upgrade on the design based on quality control, mechanism design and industrial certification compliance without further notification.
In all other cases shipment and insurance of item(s) returned,
cancelled or exchanged is the responsibility of the sender and this will
be at their cost. We require that item(s) be returned within thirty
(14) days of the date of delivery of the item(s).
6 Failed to Return
the event of any failure to return any item(s) to Us as set out in
these Terms within the stipulated time limits, even though validly
cancelled, We shall have the right to charge any costs relating to the
recovery of the item(s).
For further information you can contact Our Customer Services on:
+1.501.255.0331 ext 201
Monday to Friday 9am to 5 pm Central time
7. Time Frame For Refund
receipt of your return after inspection, we will issue store credit
immediately to your account that you can shop online directly on
MasterPalm.com. If you cancel the order within 24 hours after you place
the order, we will void the credit card payment and you shall see the
payment refunded back to your credit card within 3-7 business days, the
time frame of available credit reflects back to your credit card might
vary depending on your credit card issuer's policy and processing time.
8. Order Canceled by Master
There may be certain orders that we are unable to accept and must cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. If we decide to cancel your order, you will receive 100% cash refund back to your original payment method.
Some situations that may result in your order being canceled include:
Limitations on quantities available for purchase
Inaccuracies or errors in product or pricing information
Problems identified by our credit and fraud avoidance department
We may also require additional verification or information before accepting any order. We will contact you if all or any portion of your order is canceled or if additional information is required to accept your order.
Unwanted or Unopened Item Return
Unwanted or unopened items returned to MasterPalm.com must be in their
original packaging and you shall make the request within 7 days from the
date you receive your order. Incomplete returns may be refused or
disregarded. Customers are required to bear return shipping fees in
cases of unwanted or unopened returns. MasterPalm.com will not be
responsible if return shipments are lost during return transit.
Refunds for unwanted or unopened items will be made in MasterPalm.com Credit only and will be processed when returned products are received and confirmed to be in mint condition by MasterPalm.com.
If you return some/all of the items in your original shipment and the total order amount falls below the minimum purchase requirement for Free Shipping, we will deduct the shipping cost for the remaining items since the order is no longer eligible for free shipping.
Design Service Policy