The purpose of this document is to describe the policies and procedures for the return of saleable products by customers to MSA. Any exceptions to the policies and procedures described herein require prior approval from MSA.
MTS (Make-To-Stock) products: MTS products are held in inventory.
MTO (Make-To-Order) products: MTO products are only made when a customer order requires the product.
1. Returns - Product returns will be accepted that meet the following conditions:
a) Only products shipped from MSA within the last 60 days will be considered for return
b) Only MTS products in saleable condition will be considered for return and credit.
c) Any products that have been discontinued or made obsolete will not be considered for return.
d) Products that were specially configured for the customer (MTO products) will not be considered for return unless the return is due to an error made by MSA.
e) Products with a shelf-life are not eligible for return. This includes, but is not limited to: batteries, sensors, instrumentation containing sensors and batteries, calibration gas cylinders, detector tubes, gas mask canisters, breathing air cylinders and Made To Order (MTO) products. i. A list of all products with a limited shelf-life is available from Customer Service.
f) Items that were ordered in connection with natural disasters, pandemic, or similar situations are final upon shipment from MSA’s factory and will not be considered for return.
2. Fees -the following charges will apply for returned products:
a) Restocking Charge
b) Refurbishment Charge:
c) Transportation Charge
3. Return of products from MSA shipping error
For products that are returned as a result of an error made by MSA i.e., incorrect part number, incorrect quantity, incorrect product, or duplicate shipment the following applies:
a) No restocking charge will be imposed.
b) No transportation charges will be imposed
c) 100% credit will be issued if MSA was notified within 7 days after receipt of the product(s) at the place of delivery
4. Products damaged while in transit
The liability for damage to products during transportation is dependent on the “Inco Terms” that applied to the shipment. With the Inco Terms as stipulated on the invoice, the place of delivery is defined where ownership of and responsibility for the products changes from MSA to the customer. Dependent on where and when the products were damaged related to the agreed Inco Terms, the customer or MSA will be responsible for the following:
a) In cases where damage to the product(s) took place under MSA’s responsibility:
b) In cases where damage to the product(s) took place under the customer’s responsibility:
Procedure for Returning Products:
Products that are returned to MSA require a Return Material Authorization (RMA) which is issued by MSA Customer Service.
The following information will be required to issue the RMA:
1. MSA invoice number & Customer P.O. number or Delivery reference number
2. Date of purchase
3. Part number / description / quantity (if items were purchased in pack quantities then only full pack quantities will be accepted for return)
4. Reason for the return
1. Shipping returns to MSA with an RMA
2. Inspection of returns at MSA
- Refurbishment of the products returned – MSA will determine refurbishment costs and inform Customer Service
- Destruction with Customer approval, including any applicable scrapping charges.
Return of the product to the customer, including any applicable transportation charges Returned products for repairs at the in-country Service & Repair center should follow the repair process.