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Cancelations & Returns

Terms and Conditions 

Thank you for choosing Certified Material Testing Products (Certified MTP)!  We genuinely appreciate your trust and business. By placing an order with us, you acknowledge and agree to the following terms and conditions. Our goal is to ensure a seamless and satisfactory experience, and these terms help us maintain high standards of service and mutual understanding.

Please note that these terms and conditions are subject to change without notice.

Shipping

Estimates Not Guarantees: All shipping times listed on our website or communicated by our customer service are estimates, not guarantees and are subject to change with little to no notice. If your shipping timeline is affected, we will do our best to notify you as soon as possible. Please ensure that your contact information is up to date in our records to help facilitate timely and effective communication.

Shipping Terms: All items purchased from Certified MTP are made pursuant to these shipment terms. The risk of loss for such items is passed to you (the customer) upon delivery to the carrier. We are not responsible for any lost, stolen, damaged, or destroyed items that may occur during the shipping process. If your item has been damaged in transit, lost or misdelivered, we recommend that you reach out to us at service@certifiedmtp.com. We are happy to assist you with the information you need to file your claim.

Order Cancellations

Cancellation Period: Customers may cancel their order provided the order has not already been processed for shipping or noted as “unable to cancel” on our website. 

Cancellation Fee: If the cancellation is of no fault of Certified MTP, a cancellation fee of 7% of the total order value will be applied. This fee is to cover administrative and processing costs incurred.

Exceptions to Cancellation Fee:

  • No cancellation fee will be charged if the cancellation is due to the estimated shipping time exceeding 21 days from the time stated on our website at the time of purchase.
  • No cancellation fee will be charged if the product has been discontinued, and no alternate is available.

Cancellation Process: To cancel your order, please contact our customer service team as soon as possible via email service@certifiedmtp.com. Provide your order details (Date of order, Sales Receipt number, and products on the order), and we will assist you with the cancellation process.

Refund Process: Upon successful cancellation of your order, any applicable fees will be deducted from

the refund amount. Refunds will be processed back to the original payment used or by applying a Store Credit. Please see Refund Terms and Conditions for details on refunds.

Certified MTP reserves the right to cancel any order at any time for suspected fraudulent behavior, customer issues, no response from customer, price increases, shipment issues. 

Returns

Eligibility Window: You can request a return within 30 days of receiving your product. Requests submitted beyond this window will not be eligible for a return.

Condition of the Product: The product must be unused, undamaged, and must be returned in its original packaging.

Return Merchandise Authorization (RMA): Before sending the product back, you must obtain a Return Merchandise Authorization (RMA) number from us. The RMA number must be clearly marked on the outside of the package. To request an RMA, please email our customer service team at service@certifiedmtp.com

Shipping Products back: Customers are responsible for all shipping costs when returning a product, unless the product is defective, or you (the customer) received the incorrect product. Return shipment costs are non-refundable. Regarding shipping product back:

  • The refund process initiates once the returned product is shipped with a tracking number and received at the warehouse.
  • If the product is returned without providing us a tracking number, the refund process will be delayed until confirmation can be made by the warehouse that the product is received and undamaged.
  • No refund will be issued if there is no record of the product being received at the warehouse and a tracking number was not provided to us.
  • If the product is lost in transit due to uncontrollable forces, and a tracking number has been provided to us, a refund will be issued.
  • Refunds will not be issued for products that are returned in a used or damaged condition.
  • The product must be received back to the warehouse within 14 days of issuing an RMA.

Restocking Fee: If a restocking fee is applicable, then 25% of the original product price or total cost of order will be deducted from your refund to cover administrative and handling costs. 

Defective Product for Return: If the product you received is defective, it qualifies for a return when a picture is provided of both the box and the defective part of the product.

Incorrect Product: If you received a product different from the one you ordered, it qualifies for a return. Certified MTP will cover the shipping costs for returning the incorrect item.

Receipt and Inspection: Once the returned product is received and inspected at the warehouse, we will start the refund process. Please allow a reasonable time for the inspection and initiation of the refund.

Refund Process: For details on the timing and method of your refund, please refer to our Refund Terms and Conditions.

No Return Product: Products explicitly marked as “No Return” are not eligible for return under any circumstance. 

Refunds

Damaged Products: If you receive a damaged product, please take a picture of the damaged item and the shipping box and send these to our customer service at service@certifiedmtp.com within 48 hours of delivery.

Refund on Sales Tax: Refunds for sales tax cannot be issued if an exempt certificate is not provided at the time of the order.

Method of Refund: Refunds can be issued through only two methods: original payment method or store credit. In certain cases, specified in our Policies, or when we are unable to process the refund back to the original payment method, a store credit will be issued. If any fees apply, the refund or store credit amount will be reduced by those fees. 

Cancellation Fee:

  • Refunds requested due to our error or issue (e.g., shipping delay beyond 21 days, or discontinued items without an alternate product) are not subject to the standard 7% cancellation fee.
  • Refunds requested due to customer error, desire, or change of mind (e.g., no longer needed, accidental order, or incorrect item ordered) are subject to a cancellation fee, unless an exchange for a different product is requested by the customer. Under those circumstances the order is subject to the Cancellation Terms and Conditions.

Refund Processing Time: Refunds for amounts less than $2000 are processed in 1-30 business days. Refunds exceeding $2000 can take up to 90 business days to be fully processed and may be disbursed in multiple payments. Federal holidays are not counted as a business day. 

Non-Refundable Product: Products explicitly marked as “No Refund” are not eligible for refund under any circumstances.

Pricing

Prices are subject to change without notification.

Product Exchanges

Certified MTP does not offer exchanges.

Warranty

No Direct Warranty: Due to the nature of Certified MTP’s e-commerce non-manufacturer business model we cannot provide a warranty on the products we sell.

Manufacturer’s Warranty: For any Manufacturer Warranty issues, please contact our customer service team at service@certifiedmtp.com for possible assistance.

Redeeming Coupons, Discounts, and Store Credit

Coupons and Discounts:

Eligibility:

  • Coupons and discounts are available for use by the original recipient only and are non-transferable.
  • Each coupon or discount may have specific terms and conditions that must be adhered to, including expiration dates and minimum purchase requirements.

Redemption:

  • Coupons and discounts can be redeemed online, as specified in the terms and conditions.
  • Only one coupon or discount can be applied per transaction, unless explicitly stated otherwise.
  • To redeem a coupon or discount online, enter the code at checkout.

Restrictions:

  • Coupons and discounts cannot be combined with other offers, promotions, or discounts unless otherwise stated.
  • They cannot be applied to previous purchases, or certain restricted items as indicated in terms and conditions or the website.

Store Credit:

Issuance:

  • Store credit may be issued in cases such as returns, exchanges, or promotional events. The store credit will be equivalent to the value of the return at the time of purchase. Any fees that apply per the Refund, Cancellation, or Return Terms and Conditions will be deducted.
  • Store credit will be issued directly into the customer’s Certified MTP account. In the case where no account has been set up previously, an account will be issued by Certified MTP and the login information will be provided to the customer for redemption on a future order.

Redemption:

  • Store credit can be used for future purchases online.
  • Store credit can be used in conjunction with other forms of payment, including credit/debit cards.

Restrictions:

  • Store credit cannot be exchanged for cash, or refund.
  • It cannot be applied to previous purchases or combined with certain promotions or discounts as specified in the terms and conditions.
  • Store credit will expire after 1 year of the date it is credited to your account.

General Conditions:

  • We reserve the right to modify or terminate coupons, discounts, and store credit conditions at any time without prior notice.
  • Misuse or abuse of coupons, discounts, or store credit may result in cancellation of the order and suspension of account privileges.

 

Minimum Order Requirements

Minimum order requirements may be imposed on certain products for a variety of reasons. These requirements are sometimes set by the manufacturer or brand and are beyond our control. Additionally, products may come in packaging that cannot be split, or minimum orders may be necessary to keep costs down and ensure competitive pricing for our customers. These requirements help maintain the quality and integrity of the products and are non-negotiable.

Changes to Minimum Order Requirements:

Manufacturer or Brand Adjustments:

  • Occasionally, manufacturers or brands may change the minimum order requirements without prior notice. These changes are beyond our control and may occur unexpectedly.
  • When such changes occur, we will notify affected customers promptly and provide the updated minimum order requirements. Customers will be given the option to decide whether to proceed with their order under the new terms.

Product Listings:

  • Minimum order requirements will be stated on the product listing page along with the specific quantity need to be ordered. Customers are advised to review these details before placing an order.

International Orders and Shipping

International Order Handling:

Third-Party Management: All international orders are handled through a third-party service to ensure efficient and reliable delivery.

Placing an order:

  • While visiting our website the flag of your country should be visible in the bottom right corner of your screen. If the indicated flag does not reflect your country, you can click on it and choose the proper country.
  • Place your order through our website as usual.

Shipping Process:

  • Shipping to Export Location: Once your order is placed, we will ship the product to the third-party service’s export location.
  • Export Management: The third-party service will handle all exporting fees and paperwork directly with you, ensuring compliance with international shipping regulations and customs requirements.

Fees and Paperwork:

  • Export Fees: Any fees associated with exporting your order including customs duties, taxes, and other charges, will be managed by the third-party service. They will communicate these costs directly to you.
  • Paperwork: The third-party service will handle all necessary paperwork for exporting your order, ensuring that all legal and regulatory requirements are met.
  • Shipping Costs: Certified MTP only offers free shipping in the Continental US.

Customer Support:

  • Assistance: If you have any questions or need assistance with placing your international order, please reach out to our customer service team at service@certifiedmtp.com. We are here to help you navigate the process and address any concerns.
  • Third-Party Communication: For questions specifically related to exporting fees, paperwork, and international shipping details, please contact the third-party service managing your order.

Important Considerations:

  • Shipping Times: Internation shipping times may vary depending upon your location and the third-party service’s processing times. Please allow additional time for delivery.
  • Customs Delays: Occasionally, international orders may experience delays due to customs inspections and processing. We appreciate your patience in these situations.
  • Non-Returnable Items: Certain items may be non-returnable or subject to restriction when shipping internationally. Please review our Return Terms and Conditions for more information.

Chargebacks

Definition and Conditions

A chargeback is a return of funds to a consumer, forcibly initiated by the issuing bank of the instrument used by a consumer to settle a debt. Chargebacks are filed by the card holder in the following situations:

  • o   Unauthorized or fraudulent transaction.
  • o   Non-receipt of the purchased products or services.
  • o   Receipt of damaged, defective, or misrepresented items.

Process and Documentation

We encourage our customers to first contact our customer service team at service@certifiedmtp.com to resolve any issues before initiating a chargeback. 

Merchant’s Rights and Responsibilities

Certified MTP will actively respond to all chargeback notices within the time frame stipulated by our payment processors. 

Consequences of Fraudulent Chargebacks

Fraudulent chargebacks are taken seriously and may result in consequences such as being barred from future purchases from our website. In severe cases, legal action may be pursued.

If you have any concerns or disputes, please contact our customer service team at service@certifiedmtp.com

This chargeback policy aims to ensure a fair resolution in case of any discrepancies and to help maintain trust and satisfaction with your purchasing experience at Certified MTP. Please ensure that you have read and understood our terms and conditions before initiating a chargeback. This policy is part of our effort to reduce fraud and provide clear guidelines for legitimate transaction disputes.

Privacy

At Certified MTP, we value your privacy and are committed to protecting your personal information. This Privacy Policy outlines how we collect, use, and safeguard your information.

Information Collection and Use:

  • Personal Information: We collect personal information that you provide when placing an order, creating an account, or contacting our customer service team. This may include your name, address, email address, phone number, and payment information.
  • Usage Data: We may collect non-personal information about how you interact with our website, such as your IP address, browser type, and pages visited. This data helps us improve our website and services.

Information Sharing:

  • No Sale or Sharing: Certified MTP does not sell or share any customer information with third parties. Your personal information is used solely for processing orders, providing customer service, and enhancing your shopping experience.
  • Third-Party Service Providers: We may share your information with trusted third-party service providers who assist us in operating our website, processing payment, and delivering orders. These providers are contractually obligated to keep your information confidential and use it only for the purposes for which it was disclosed.

Data Security:

  • Security Measures: We implement a variety of security measures to protect your personal information. This includes the use of secure servers, encryption technologies, and regular monitoring for vulnerabilities.
  • Data Storage: Your personal information is stored in secure environments and is only accessible by authorized personnel who are required to keep the information confidential.

Your Rights:

  • Access and Correction: You have the right to access and correct your personal information. You can update your account information by logging into your account or contacting our customer service team.
  • Data Deletion: you may request the deletion of your personal information by contacting us at service@certifiedmtp.com. Please note that we may retain certain information as required by law or for legitimate business purposes.

Creating an Account with Certified MTP

At Certified MTP, creating an account with us offers numerous benefits to enhance your shopping experience. Please review our Creating an Account below:

Benefits of Creating an Account:

  • Order History: Easily view and track your past orders.
  • Order Status: Check the status of current orders and track shipments.
  • Recently Viewed: To quickly see previously viewed products.
  • Messages: To send messages to customer service for questions

Account Creation:

How to Create an Account:

  1. 1.        Visit our website and click on “login”, then click on “Register”
  2. 2.        Provide the necessary information, including your name, email address, and password.
  3. 3.        Verify your email address through the confirmation link sent to your inbox.

Sales Tax Exemption:

  • Tax Exemption Certificate: Let us know if you are Tax Exempt and provide your Tax Exempt certificate prior to placing your order.
  • Automatic Application: Your tax exemption status will be automatically applied to orders placed while logged into your account, saving you time and ensuring accurate billing.

Store Credit:

  • Store Credit Application: Store credit can be applied to your purchases if you have an account.
  • Balance Tracking: Easily track and manage your store credit balance through your account dashboard.

Personalized Experience:

  • Saved Addresses: Store multiple shipping addresses for faster checkout.
  • Payment Methods: Save preferred payment methods for convenience.

Security and Privacy:

  • Data Protection: We take the security of your personal information seriously and implement robust measures to protect your data.
  • Privacy: Your information is stored securely and is used solely for account management and improving your shopping experience. We do not sell or share your information with third parties.

Managing Your Account:

  • Updating Information: You can update your personal information, address, and payment methods at any time by logging into your account.
  • Password Security: Ensure your account remains secure by choosing a strong password and updating it regularly.

Account Deactivation:

  • Voluntary Deactivation: If you wish to deactivate your account, please contact our customer service team at service@certifiedmtp.com.
  • Account Removal: In cases of inappropriate behavior or violation of our policies, Certified MTP reserves the right to remove your account.

In-House Account (NET 30) Payment Terms

Purpose

The purpose of this policy is to outline the terms and conditions under which Certified MTP extends NET 30 payment terms to customers. These terms and conditions aim to ensure clear communication of payment expectations and to maintain the financial health of our business. 

Scope

These Terms and Conditions apply to all customers seeking to establish an In-House Account (NET 30) payment terms with Certified MTP.

Eligibility Requirements

  • Minimum Order Amount: Customers must place a minimum order of $250 to qualify for NET 30 payment terms.
  • Application Process: Customers must complete a credit application and a draft of the first order to be considered.
  • Credit Evaluation: A Dun & Bradstreet report will be used to assess your creditworthiness. Approval will be based on the results of this report.

Invoicing and Payment Terms

  • Invoicing: The invoice to you is generated and sent when the product ships. If an order is shipped in multiple shipments, separate invoices are issued for each shipment.
  • Payment Due Date: Payment for each invoice is due 30 days after the invoice date.
  • Late Fee: A late fee of 3% will begin accruing on any unpaid balance starting on day 31 after the invoice date.
  • Delays in Order Processing: Any previously remaining unpaid balance may cause a delay in processing subsequent orders until the outstanding balance is settled or an agreement between Certified MTP and the customer is made.

Collection Process

  • Collection Agency: Any invoice not paid within 60 days from the invoice date risks being sent to a collection agency. All fees incurred by the collection process will become the responsibility of the customer.

Customer Responsibilities

  • Timely Payments: Customers are responsible for ensuring that payments are made on time to avoid late fees and potential delays in order processing.
  • Communication: Customers should promptly communicate any issues or disputes regarding invoices to our accounts receivable department to address concerns before the payment due date.

Exceptions

Any exceptions to these Terms and Conditions must be approved in writing by the Certified MTP finance department or acting officer.

Customer Feedback

At Certified MTP, we welcome your feedback, both good and bad. Your feedback helps us improve and make your experience with us the best that it can be. Please review our Customer Feedback Policy below:

Feedback Submission:

  • Welcoming Feedback: We encourage you to share your thoughts, suggestions, and experiences with us. Your feedback is invaluable in helping us enhance our products and services.
  • Contact Information: Please send all feedback to our customer service email at service@certifiedmtp.com.

Conduct and Respect:

  • Respectful Communication: We are committed to maintaining a respectful and professional environment. We will not tolerate foul or inappropriate language or abuse directed at our employees.
  • Consequences for misconduct: If foul or inappropriate language or abuse occurs, the following actions may be taken:
    • o   Your account may be removed
    • o   You email may be blocked from further communication
    • o   Any pending orders may be cancelled, with appropriate fees applied.

Customer Support:

  • Timely Response: We aim to respond to all feedback promptly and effectively. Our customer service team is dedicated to addressing your concerns and providing solutions.
  • Continuous Improvement: We regularly review customer feedback to identify areas for improvement and to implement changes that enhance your experience with us.

Feedback Use:

  • Improving Services: Your feedback is used to improve our products, services, and overall customer experience.
  • Anonymity and Privacy: Any feedback provided will be handled with confidentiality. Personal information will not be shared without your consent.

 

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