Returns & Refunds

We understand that selecting the right instrument for your application is critical. If a product does not meet your requirements, our returns process is designed to be fair and straightforward – with special provisions for calibrated, custom‑configured, and medical items.

30-Day Return Window (Standard Stock Items)
You may return most standard, unmodified products within 30 days of delivery for a refund, subject to the following conditions:
• The product must be in new, unused condition, free from scratches, stains, or installation marks.
• All original packaging, manuals, cables, and accessories must be included.
• The product must not be a custom‑configured, special‑order, or obsolete/end‑of‑life item (see exceptions below).
• Calibrated items are non‑returnable unless the calibration is proven to be out‑of‑specification.

How to Initiate a Return
1. Contact our returns department at returns@automationtraders.com with your order number and the reason for return.
2. You will receive a Return Merchandise Authorisation (RMA) number and shipping instructions within 1–2 business days.
3. Securely package the item, clearly marking the RMA number on the outside of the box.
4. Ship the item using a trackable, insured method. You are responsible for return shipping costs and risk of loss until we receive the item.

Return Shipping Costs
• If the return is due to our error (wrong item shipped, defective on arrival, damaged in transit), we will provide a prepaid shipping label and refund your full purchase price including original shipping costs.
• For all other reasons, return shipping costs are the responsibility of the customer and are non‑refundable.

Non‑Returnable & Special‑Order Items
The following categories are final sale and cannot be returned unless defective:
• Custom‑configured or programmed products (e.g., PLCs with custom firmware, HMI screens with specific branding).
• Obsolete, discontinued, or end‑of‑life components sourced specifically for your order.
• Medical devices that have been opened or removed from sterile packaging.
• Calibrated instruments (unless the calibration certificate shows non‑conformance).
• Software, licenses, and downloadable products.

Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection.
• Approved refunds are processed within 7 business days.
• Refunds are issued to the original payment method.
• Original shipping charges are not refunded unless the return is due to our error.
• A restocking fee of up to 15% may apply to returns of non‑stock items or products returned in non‑original condition.

Warranty Returns
If your product develops a fault during the manufacturer’s warranty period, please contact us at support@automationtraders.com.
• We will assist in diagnosing the issue and, if necessary, coordinate a warranty return to the manufacturer.
• Warranty repairs or replacements are handled directly by the manufacturer. Turnaround times vary.
• Shipping costs for warranty returns are typically the responsibility of the customer unless otherwise specified by the manufacturer.

Calibration Services Returns
• Calibration certificates are non‑refundable once issued.
• If you believe a calibration is incorrect, please contact us immediately. We will arrange for re‑calibration or third‑party verification at our expense.

Damaged or Incorrect Shipments
If your order arrives damaged or contains the wrong item:
• Photograph the packaging and product immediately.
• Contact us within 48 hours at claims@automationtraders.com.
• We will arrange a replacement, refund, or return pickup at no cost to you.

Need Assistance?
Our returns team is here to help. Email returns@automationtraders.com or contact us through our website.