Returns & Warranty Policy

1. Scope

This Returns & Warranty Policy applies to every product sold by IndoMultiMeter through indomultimeter.net. By placing an order you confirm that you have read, understood and accepted the terms set out below. This policy operates alongside our Terms & Conditions and our Privacy Policy.

2. All Sales Are Final

IndoMultiMeter supplies specialist test, measurement and calibration instruments. Units are checked, configured and packed to order, and many are sourced or imported specifically against an individual purchase. For that reason we do not accept returns, exchanges or cancellations once an order has been paid and processed.

In particular, we cannot accept a return where:

• You changed your mind or no longer need the instrument.
• You ordered the wrong model, measurement range, connector type, probe or accessory.
• The instrument does not suit an application that was not specified to us before ordering.
• The purchase was made for a project that has since been cancelled, delayed or rescoped.
• Packaging has been opened, seals broken, or the instrument has been powered on, mounted or used.
• A better price was found elsewhere after purchase.

Changes before dispatch

If your order has not yet been dispatched, contact us immediately at sales@indomultimeter.net. We will do our best to amend or cancel it, but any amendment is at our discretion and may incur bank, payment-gateway or handling charges that are deducted from any credit issued.

3. Delivery-Fault Claims

Dispatch, freight and customs are covered separately in our Shipping & Delivery policy. The only circumstances in which an item may be sent back to us are delivery faults attributable to IndoMultiMeter or the courier:

• Wrong item — the model or part number delivered does not match your order confirmation.
• Missing item — a product or listed accessory shown on your invoice is absent from the shipment.
• Transit damage — the unit arrived physically damaged.
• Dead on arrival — the unit does not power on or fails its basic self-test on first use.

Deadline

Claims must reach us within 3 × 24 hours of the delivery timestamp recorded by the courier. Claims submitted after that window cannot be accepted, because we can no longer establish where the fault occurred.

Required evidence

We cannot process a delivery-fault claim without all of the following:

• A single, unedited, continuous unboxing video that begins before the outer packaging is opened and clearly shows the shipping label, all seals, the opening of the carton and the condition of the contents.
• Photographs of the outer carton from all sides, including any courier handling or damage labels.
• Photographs of the item itself, its serial-number plate and the packing list.
• Your order number and the courier tracking number.

The item and all of its contents — original box, manuals, certificates, cables, probes, cases and accessories — must remain complete. Claims for units with missing accessories, removed serial-number labels or broken calibration seals cannot be accepted.

4. Manufacturer Warranty

Instruments are covered by the warranty of their manufacturer. Where a valid warranty applies, IndoMultiMeter facilitates the claim with the manufacturer or its authorised service centre on your behalf.

• Coverage period — as stated on the individual product page. Where no period is stated, the manufacturer standard warranty applies, typically 12 months from the invoice date. Some instruments, including certain Fluke models, carry a limited lifetime warranty; check the product page for the applicable term.
• Start date — coverage runs from the invoice date, not the date of first use.
• What is covered — defects in materials and workmanship under normal use within the published specification.
• Proof required — the original IndoMultiMeter invoice, the serial number, and any calibration certificate supplied. Keep these safe; a claim cannot proceed without them.

5. What the Warranty Does Not Cover

• Physical damage from dropping, crushing, liquid ingress, dust or corrosive atmospheres.
• Overvoltage or overcurrent events beyond the rated CAT category, including damage from incorrect input connection, reversed polarity or a wrong fuse rating.
• Consumables and wear parts: fuses, batteries, test leads, probe tips, filters, seals, sensors with a stated service life, calibration gas and printer paper.
• Battery leakage and any damage caused by it.
• Normal cosmetic wear such as scratches, scuffs, worn leads or faded displays that do not affect measurement performance.
• Unauthorised repair, disassembly or modification, or any unit with a broken, removed or tampered warranty seal.
• Operation outside the published environmental specification for temperature, humidity or altitude.
• Damage from unstable mains supply, lightning strike or improper grounding.
• Software or firmware issues arising from user configuration, or firmware modified outside official manufacturer releases.
• Loss of calibration through normal drift. See Section 9.
• Units sold as used, ex-demonstration, refurbished or as-is clearance stock, except where a specific warranty term is stated in the listing.

6. How to File a Claim

1. Email sales@indomultimeter.net with the subject line Warranty Claim – [Your Order Number].
2. Include your order number, invoice date, product name and part number, serial number, and a clear description of the fault, including the measurement conditions under which it occurs.
3. Attach photographs or a short video showing the fault, plus a clear photograph of the serial-number plate.
4. Wait for our written authorisation and Return Material Authorisation (RMA) number. Do not ship anything before you receive it — units arriving without an RMA number will be refused at the door.
5. Pack the instrument in its original packaging, or equivalent protective packaging, with the RMA number written clearly on the outside. Enclose a copy of the invoice.
6. Ship to the address given in the RMA email and send us the tracking number the same day.

7. Assessment, Outcomes and Turnaround

We acknowledge every claim within 2 business days and aim to give an initial assessment within 5 business days of receiving the unit. Where the manufacturer or an overseas service centre must inspect the instrument, turnaround depends on their schedule and on customs clearance; we will confirm an estimate as soon as it is known and keep you updated.

Possible outcomes:

• Repair — the standard remedy. Parts and labour are covered at no charge for a valid in-warranty claim.
• Replacement — where repair is not practical or the unit is dead on arrival. We replace with the same model, or the nearest current equivalent where the model has been discontinued.
• Store credit — offered at our discretion where neither repair nor replacement is possible.

Cash refunds are not issued. If an inspection finds no fault, or finds a fault excluded under Section 5, we will quote for a chargeable repair and for return shipping before any further work is carried out.

8. Shipping Costs

• Confirmed delivery fault under Section 3 — IndoMultiMeter pays shipping in both directions.
• Valid in-warranty claim — you pay shipping to us; IndoMultiMeter pays the return leg back to you within Indonesia.
• Claim rejected or no fault found — you pay shipping in both directions, plus any inspection or diagnostic fee charged by the service centre.
• International shipments — duties, taxes and customs clearance on warranty movements are the customer responsibility unless stated otherwise in the RMA.

9. Calibration and Accuracy

A calibration certificate reflects the condition of an instrument on the certificate date. Instruments drift with use, temperature and time, and a reading that falls outside tolerance after a period of service is normal behaviour rather than a defect. This is addressed by recalibration, which we can arrange as a paid service — contact us for a quote. Calibration seals must remain intact for any warranty claim to be considered.

10. Used, Ex-Demo and Clearance Stock

Items listed as used, ex-demonstration, refurbished or clearance are sold in the condition described in the listing, with cosmetic marks and signs of prior service to be expected. Unless the listing states a specific warranty term, these units are sold as-is and are not covered by Section 4. Section 3 still applies: if the wrong unit arrives, an item is missing, or it is damaged in transit, tell us within 3 × 24 hours.

11. Your Statutory Rights

Nothing in this policy limits any right you hold under Indonesian consumer protection law, in particular Undang-Undang Nomor 8 Tahun 1999 tentang Perlindungan Konsumen, or under any other law that cannot lawfully be excluded. Where a product is defective, is not as described, or does not meet the specification we published, your rights under that law apply regardless of the terms above.

12. Changes to This Policy

We may revise this policy from time to time. The effective date shown at the top of this page indicates when it was last updated, and the version in force at the time of your order is the version that applies to that order.

13. Contact

For questions about this policy, pre-purchase model selection, or to open a claim:

IndoMultiMeter
Jl Beringin Lot 203, Batam, Kepulauan Riau 29431, Indonesia
Email: sales@indomultimeter.net
Phone: +62 838-6646-6338