• End-user customer cancels the order, changes decision due to transmission speed, coverage penetration or reliability or availability.
  
  
• End-user has opened the package, loaded the software, installed or activated the unit.
  
  
• SIM cards that have been removed from the packaging or activated cannot under any circumstances be returned.
  
  
• A valid RMA number may be issued within 7 days of the invoice date and returns are subject to a 20% restocking fee regardless if the package is opened. In all cases, the units must be returned in new condition in the original packaging with all parts included in the package. This includes but is not limited to: antennas, cables, CDs, manuals or booklets.
  
  

The following represents a standard list of eligible reasons for requesting an RMA number:

• Customer ordered wrong product and is issuing a new PO for the correct product or Masterline shipped the wrong product to the customer.
  
  
• Masterline or manufacturer or carrier mistakenly shipped the same product/order more than once to a customer.
  
  
• Customer decides to use a different solution with the understanding that the new products will be purchased from Masterline at the time of return.
  
  
• Customer decides they do not want the product and requests falls within the 7-day return period.
  
  
• Product does not work due to manufacturing defect.
  
  

To Request a Return

By Phone: 619.342.4696, or Toll-Free 800.372.3058
Monday - Friday 8:30 a.m. to 4:00 p.m. Pacific Standard Time
By e-mail: orders@masterlinenet.com
Information Required to be Provided to Request a Return

Customer name
Invoice number
Name of product(s) being returned
Serial number(s)
Nature of problem / Reason for return
General Terms

Software:
We can only accept software returns if the package is unopened. Unopened software may be returned for refund or exchange within 10 days of the invoice date. Multiple software licenses cannot be returned for refund or exchange unless first authorized by the manufacturer. Multiple licenses may not be returned beyond 30 days for any reason.

All items returned must:

Be 100% complete with original UPC codes intact.
Contain all original manufacturer boxes (with UPC codes intact) and packing materials.
Contain all instruction manuals, blank warranty cards, documentation, etc. originally shipped with the item.
Contain all cables, accessories and other parts originally shipped with the item.
Incomplete returns will result in delaying the process of the refund and possible extra restocking charges.
Shipping and handling charges are not refundable.

We recommend that you use a traceable shipping method.

We recommend that you fully insure your return shipment in case it is lost or damaged.

If merchandise arrives damaged: it is best to REFUSE it back to the carrier attempting delivery. If you accept the package, make sure it is noted on the carrier's delivery record in order for Masterline Technologies to file a damage claim. Save the merchandise AND the original box and packing it arrived in, notify Masterline Technologies immediately to arrange for a carrier inspection and a pick up of damaged merchandise. If you do not notify Masterline Technologies of damaged goods within the first 7 days of arrival, our regular return policy will override any claim of damage, and will fall under all current manufacturer restrictions. Call or contact your Masterline Technologies account manager to arrange for carrier inspection and a pick up of damaged merchandise.

Credit will be issued after our warehouse provider or the manufacturer or carrier receives, inspects and processes the return.. If purchased by credit card, your credit card company determines when the credit will be reflected in your account.

Replacement items will be shipped in the same method as the original order.

A replacement item will normally be shipped upon receipt of the return item.

A replacement item will not be shipped until payment is received for the original purchase.

This return policy may be amended from time to time.


Specifications and prices listed are subject to change without notice.
All products and brand name are trademarks of their respective companies.