Returns Policy
Returning products for repair
At Grant we are committed to supplying products of the highest
quality. However, on rare occasions products may not meet the
standard you expect. We aim to quickly rectify any problems you may
have. Sometimes this is possible by speaking to one of our
dedicated technical or service personnel, who will troubleshoot
your problem. We ask that you have your model and serial number
available before contacting us.
If we are unable to solve your problem over the phone, we may
suggest returning your product to the distributor where purchased
or to Grant Instruments. The procedure is outlined below.
Please note that Grant operates a Return To Base (RTB) warranty.
This means, for products repaired under warranty, no charges will
be made for labour or materials. We ask that you make any necessary
arrangements to return the product to Grant, including the cost of
any carriage charges. Grant will cover the cost of returning the
product after repair.
For repair of products outside of warranty, charges will be made
for labour, materials and all freight.
For more information on product warranties and extended
warranties click here.
Returns procedure
1. Contact your distributor or Grant Instruments technical or
service department
2. Provide details of the problem, model number and serial
number
3. You will be issued a Return Materials Authorisation (RMA)
number
4. Complete a decontamination certificate (see below). Make two
copies, include one inside the product packaging and affix the
other to the outside of the package
5. Package the unit to avoid damage during transit. Label with the
RMA number
6. Ship to the distributor where purchased or to Grant
Instruments
A decontamination certificate is compulsory for the return of
products which have been used in hazardous environments or have
been contaminated with potentially harmful substances. It remains
the user's liability to ensure Grant Instruments (and/or its
distributors) are made aware of any potential contamination issues
relating to chemical, biological or radioactivity.
Decontamination Certificate
We will:
- Evaluate the product on receipt and contact the customer to
advise of any repair cost and repair/return time to our customer
(non-warranty product or for repairs outside the warranty policy
coverage)
- If the product cannot be repaired and the unit is within
warranty, and the product has been used within the conditions of
the warranty policy, we will replace this product with a new
product.
Inspection Charge
For products returned outside the warranty period a standard
inspection fee will be charged. The fee is waived if the repair is
authorised by the customer.
Beyond Economical Repair (BER)
Products returned to Grant Instruments outside the warranty period
which are deemed to be beyond economical repair will be charged an
inspection and disposal fee. This fee may be waived or reduced if a
replacement unit is purchased directly from Grant Instruments.
All other product returns
If you have received a product in error, please contact Grant
immediately. Grant will pay all return freight charges and ship the
correct product to you as soon as possible.
If you have ordered a product in error, you have 28 days
from receipt, to return the product unused and in its
original packaging. You will be liable for all freight charges and
a re-stocking fee of 15%.