This Policy applies to purchases from Surveying Equipment Metricop LLC through metricop.com, quotations, proforma invoices and written sales confirmations.

A “Consumer” is an individual purchasing primarily for personal, family or household use. A “Business Customer” is any company, organisation, government body, educational institution, reseller, sole trader or individual purchasing primarily for commercial, professional, surveying, engineering, construction, research or resale purposes.

Using a personal name, email address, payment card or delivery address does not make a professional or commercial purchase a Consumer purchase.

Mandatory Consumer rights under applicable law are not limited by this Policy.

1. Return authorisation required

All returns require prior written approval and a Return Merchandise Authorisation (“RMA”) from Metricop.

Do not send products to Metricop’s registered address, a previous shipping address, a supplier or a logistics partner unless that exact return address has been provided in the RMA instructions.

The authorised return location may be in a country different from the original delivery country.

Unauthorised returns may be refused, returned to the sender or held at the sender’s cost.

2. Business Customer orders

No automatic change-of-mind return

Sales to Business Customers are final once accepted, except where:

  • the goods are materially non-conforming;

  • an applicable written warranty provides a remedy; or

  • Metricop expressly approves a commercial return in writing.

A Business Customer does not have an automatic right to return conforming goods because:

  • the product is no longer required;

  • the project was changed, postponed or cancelled;

  • the Buyer selected the wrong model or quantity;

  • the Buyer found a lower price;

  • the product does not match an unstated preference;

  • the Buyer expected a different workflow or user experience;

  • internal purchasing approval was not obtained;

  • the end customer rejected the product; or

  • the Buyer failed to verify compatibility, specification or local requirements.

Inspection period

Business Customers must inspect the goods promptly and notify Metricop in writing of any visible shortage, incorrect product or apparent non-conformity within five business days after delivery.

Latent defects that could not reasonably be identified during initial inspection must be reported promptly after discovery and remain subject to the applicable warranty terms.

Discretionary commercial returns

Metricop may, but is not required to, approve a return of conforming standard-stock goods as a commercial accommodation.

Unless different terms are confirmed in the RMA, an approved Business Customer return is subject to:

  • return request within seven calendar days after delivery;

  • unused, complete and resalable condition;

  • original packaging, accessories, manuals, certificates and labels;

  • insured and trackable return shipping paid by the Buyer;

  • a 20% restocking and inspection charge;

  • deduction of non-refundable outbound freight, customs charges, payment-processing costs and refurbishment or recertification costs; and

  • successful inspection by Metricop or its authorised service partner.

The exact refund or store-credit amount will be confirmed after inspection. Approval of one return does not create a right to future returns.

Non-returnable Business Customer products

Unless Metricop expressly agrees otherwise in writing, the following Business Customer orders are non-cancellable and non-returnable:

  • special-order or supplier-procured goods;

  • custom-manufactured or personalised products;

  • configured, calibrated or certified equipment;

  • equipment registered to the Buyer or assigned a licence;

  • activated software, subscriptions or digital licences;

  • bulk or project-specific orders;

  • products modified at the Buyer’s request;

  • clearance, final-sale or liquidation products;

  • batteries or regulated goods where return transportation is restricted;

  • opened consumables or protective products; and

  • pre-owned equipment, except for a defect covered by its express written warranty or condition statement.

3. Business order cancellation before dispatch

A request to cancel does not become effective until Metricop confirms the cancellation in writing.

Once Metricop has accepted the order, reserved stock, started configuration or placed an order with a supplier, cancellation may be refused.

If Metricop approves cancellation, it may deduct actual non-recoverable costs, including supplier cancellation charges, payment-processing fees, currency-conversion losses, configuration costs and committed transportation charges.

Special-order, configured, customised, licensed and project-specific products cannot be cancelled once procurement or preparation has begun.

Any cancellation charge will be commercially reasonable and related to the costs or loss caused by the cancellation.

4. Consumers

Consumers retain all mandatory rights provided by the law applicable to their purchase.

Unless an exclusion below applies, a Consumer may notify Metricop of a change-of-mind return within 14 calendar days after receiving the goods. If applicable law provides a longer period or additional protection, that law will apply.

After notifying Metricop, the Consumer must return the goods within 14 calendar days or within the period required by applicable law.

The Consumer is responsible for the direct cost and risk of return transportation unless:

  • the product is defective;

  • the wrong product was delivered;

  • Metricop agreed to pay the return cost; or

  • applicable law requires Metricop to pay it.

For statutory EU, EEA or UK withdrawal rights:

  • no restocking fee will be charged;

  • the cost of the least expensive standard outbound delivery method will be refunded where required;

  • additional express or premium delivery charges are not refundable beyond the standard delivery amount; and

  • Metricop may deduct diminished value resulting from handling beyond what is reasonably necessary to inspect the product’s nature, characteristics and operation.

Where the return is a voluntary Metricop return and no statutory withdrawal right applies, original shipping charges may be non-refundable and a handling or restocking deduction of up to 10% may apply. Any such deduction will be disclosed in the RMA authorisation.

For products that cannot normally be returned by ordinary post, international return transportation can be substantial. Consumers may contact Metricop before purchasing to request an estimated return cost.

5. Consumer change-of-mind exclusions

A statutory or voluntary change-of-mind return may not apply to:

  • goods made to the Consumer’s specifications or clearly personalised;

  • sealed software that has been unsealed;

  • activated digital licences or digital content supplied after the Consumer’s express consent and acknowledgement;

  • services fully performed after the Consumer’s express request and acknowledgement;

  • goods that cannot safely or lawfully be returned;

  • goods inseparably combined with other items after delivery; or

  • other products excluded by applicable Consumer law.

A sale or discounted price alone does not remove a Consumer’s mandatory legal rights.

6. Defective, damaged or incorrect products

Please inspect the order immediately after delivery and contact Metricop promptly if the product is damaged, defective, incomplete or different from the product ordered.

Provide:

  • order or invoice number;

  • product and serial number;

  • description of the problem;

  • photographs or video;

  • photographs of packaging and shipping labels; and

  • troubleshooting information reasonably requested by Metricop.

Do not return the product until an RMA and return instructions have been issued.

Depending on the circumstances, applicable warranty and mandatory law, Metricop may:

  • provide troubleshooting or a software update;

  • supply a missing part;

  • repair the product;

  • replace the product;

  • offer an appropriate price reduction; or

  • refund the affected product.

For Business Customers, repair, replacement or refund of the affected product will be Metricop’s exclusive remedy to the maximum extent permitted by law.

Consumer remedies remain subject to mandatory applicable law.

7. Return condition and packaging

Returned goods must include all original components, accessories, cases, cables, chargers, manuals, certificates and promotional items supplied with the product.

Products must be securely packed for international transport. The sender is responsible for damage occurring during an inadequately packed return.

Business Customer and voluntary Consumer returns should be insured for their full value and sent using a trackable service.

The sender is responsible for accurate customs documentation identifying the shipment as returned goods. Duties, brokerage or taxes caused by incorrect return documentation may be deducted from a Business Customer refund or voluntary Consumer refund where permitted.

8. Refund inspection and timing

Metricop will inspect the returned goods after receipt.

Refunds will be issued to the original payment method unless another method is agreed or required.

Where statutory Consumer law applies, refunds will be issued within the legally required period. Metricop may withhold the refund until the goods are received or the Consumer provides acceptable evidence of return, where permitted by law.

For other approved returns, processing normally takes up to 10 business days after inspection. Banks, card issuers and payment providers may require additional time to post the credit.

Metricop will not refund an amount greater than the amount actually received for the affected product.

9. Exchanges

An exchange is treated as a return of the original product and a separate new order unless Metricop confirms a different arrangement in writing.

Product availability and pricing for the replacement product are not reserved until the new order is accepted.

10. Contact

To request an RMA, provide the order number and reason for the request to:

Surveying Equipment Metricop LLC
Email: sales@metricop.com

Products sent without prior written RMA approval will not be accepted.