Refund policy

Last updated: September 2026

Ametra instruments are precision equipment built for professional use. This policy explains how we handle equipment that arrives defective, and separately, how we handle returns of equipment that is working correctly but no longer needed. As a business-to-business seller, our terms below govern all sales; they work alongside our Terms of Service.

Defective or Malfunctioning Equipment

If your instrument arrives damaged or stops performing to specification during its limited warranty period (see the Limited Product Warranty section in our Terms of Service), contact our support team with your order number and a description (photos help) of the issue. We will review your claim and, once approved, issue a Return Merchandise Authorization (RMA).

Replacement Shipped at No Cost

Once your claim is approved, we ship a replacement unit to you at no charge. In most cases you do not need to wait for us to receive the returned unit first — your replacement goes out as soon as the claim is approved. Please allow approximately 7–15 business days for delivery, consistent with our standard shipping timelines.

Once you have your RMA, ship the defective unit back using the address and instructions we send with it:

  • Returns are processed via our US facility. We maintain return locations in Bethesda, Maryland and Seattle, Washington. We will provide the exact shipping address and a prepaid return label with your RMA — please do not ship anything back without an RMA number, as packages that arrive without one are difficult to match to a claim and may be delayed.
  • Because these instruments contain a lithium battery, they must be returned via ground transportation in the original packaging — not standard mail or air service. Your RMA instructions will include the correct shipping method.
  • Write your RMA number clearly on the outside of the box.

For confirmed manufacturing defects covered by the limited warranty, replacement is our exclusive remedy. Full warranty terms and limitations are set out in our Terms of Service.

Returns for Reasons Other Than a Defect

We understand that requirements change. If your equipment is working correctly but you no longer need it, we accept returns within 30 days of delivery, subject to the following:

  • The instrument must be unused, in its original condition, and returned in its original packaging with all accessories, cables, calibration standards, and documentation.
  • A restocking fee of 20% of the purchase price applies, to cover inspection, recalibration, and repackaging before the unit can be resold.
  • You arrange and cover return shipping. As with warranty returns, these instruments contain a lithium battery and must ship via ground transportation in the original packaging, not standard mail or air service.
  • Custom-configured, calibrated-to-specification, and special-order equipment are final sale and not eligible for this type of return, given the tailored work involved in preparing them.

As with a warranty return, contact us first for an RMA — this policy is for standard-configuration equipment in resalable condition, not a general right of return, since these are professional instruments purpose-built for business use rather than everyday consumer goods.

How Refunds Are Issued

Once your returned equipment arrives and passes inspection, we typically process your refund within 5–10 business days. Refunds are issued to your original payment method; if your order was paid by bank transfer, please allow additional time for your bank to complete the transfer back to you.

Starting a Claim or Return

Reach out with your order number, and photos if the equipment is damaged or malfunctioning — we will take it from there.

Email: support@ametra.ai
Contact form: ametra.ai/pages/get-support

This Return & Refund Policy works together with our Terms of Service.