Terms and Conditions of Metcal’ eShop

1. General

  • By placing an order for product or calibration services through our Metcal eShop, Customers agree to be bound by these Terms and Conditions.
  • We reserve the right to update these terms at any time without prior notice.

2. Customer’s Registration

  • To make a purchase, Customers are required to register. Customers must provide accurate and complete information during registration and keep their account information up to date.
  • Customers are responsible for maintaining the confidentiality of their account details and for all activities that occur under his/her account.

3. Services

  • Our calibration services are performed by certified professionals and adhere to industry standards.
  • Calibration results are documented and a calibration certification will be provided upon completion of the service.

4. Products

  • We make every effort to display as accurately as possible the colors, features, specifications, and details of the products available on the Metcal eShop. All products are subject to availability, and we cannot guarantee that items will be in stock. We reserve the right to discontinue any products at any time for any reason. Prices for all products are subject to change.
  • Prices quoted do not include installation or calibration certificate. If Customers need assistance in installation or calibration certification, he/she can purchase the calibration services at the time of purchasing the product. For installation services, Customers can email to ask@shopmetcal.com for assistance.

5. Ordering and Payment

  • Orders must be placed through our official Metcal eShop platform.
  • All orders are subject to acceptance and availability. Once the order is placed, Customers will receive an email acknowledging receipt of their order. This acknowledgment does not constitute acceptance of order.
  • Payments are accepted via credit/debit cards via Stripe Payment Service provider. All payments must be received prior to product delivery or service commencement.
  • Customers agree to provide current, complete and account information for all purchases made via the Metcal eShop. He/She further agree to promptly update account and payment information, including email address, payment method, and payment card expiration date, so that we can complete your transactions and contact Customers as needed. Sales tax will be added to the price of purchases as required by Malaysian government legislation. Metcal may change prices at any time. All payments shall be in Ringgit Malaysia. 
  • Customers agree to pay all charges at the prices then in effect for their purchases and any applicable shipping fees, and authorize us to charge the chosen payment provider for any such amounts  upon placing the order.
  • All the products under Metcal eShop will only be shipped or delivered within Malaysia. Customers may not export or resell out of Malaysia any products purchased at the Metcal eShop.
  • Metcal reserve the right to refuse or cancel any order for any reason, including but not limited to product availability, errors in product pricing, incomplete address, shipping address could not be verified, payment failed/ not received or suspected fraudulent activity. Metcal may, in our sole discretion, limit or cancel quantities purchased per person or per order. These restrictions may include orders placed by or under the same customer account, the same payment method, and/or orders that use the same billing or shipping address. Metcal reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers, or distributors.

6. Carry in Services or Courier-In Calibration Services by Customer

  • For all calibration services, Customers are required to send their products to Metcal Service Center.
  • Customers are required to deliver the product for calibration during business hours (Monday to Friday, from 8:30 AM to 5:30 PM, excluding public holidays)
  • Metcal are not liable for the following circumstances:
    1. any damage or loss that occurs to the products during transportation to our service center. It is the customer’s responsibility to ensure the package is adequately insured against damage or loss.
    2. any damage resulting from customer negligence, improper packaging, or failure to follow the recommended shipping guidelines.
  • Upon receipt of the product, we will inspect it for any damage sustained during transit. If damage is identified, we will notify the customers and provide an assessment of the repair costs.
  • If the product is deemed irreparable due to transit damage, we will communicate this to the customers, who will be responsible for any associated costs or claims with the courier service.

7. Customer’s Responsibilities

  • Customers are responsible for ensuring that product(s) for calibration services are shipped to us in a secure and appropriate manner.
  • Customers are responsible for ensuring that their product(s) are in good condition and free from any external damage.
  • Any pre-existing issues with the product(s) should be reported to our team prior to calibration work.
  • Any shipping costs for sending product for calibration to our Service Centre are the responsibility of the customer.

8. Shipping and Delivery

  • The estimated turnaround time for calibration services is 7 working days from the date the product(s) is received. (excluding weekends and public holidays) where the calibrated product(s) will be dispatched from our warehouse.
  • Metcal reserves the right to not ship to remote or rural locations.
  • We strive to complete services within the estimated timeframe. Turnaround time varies based on the following:-
    1. Type and number of products being calibrated.
    2. Delays caused by shipping are not included in the turnaround time estimate.
  • For product ordered, delivery will take from 10 working days upon confirmation of order (excluding weekend & public holidays) where the order will be processes and dispatched from our warehouse.
  • Shipping costs are calculated based on the destination during checkout.
  • Metcal will ensure that the calibrated product (s) meet the specified timeline and are safely returned to the customer. Customers acknowledge that Metcal assumes all risks associated with the delivery of the calibrated product(s) and commits to securing adequate insurance coverage for the delivery. In the event where the item(s) is damaged, lost or failure of delivery during the course of delivery, Customers agree that Metcal will not be liable for any resulting damages, losses, expenses, costs or fees.

9. Cancellation, Return/Refund and Exchange Policy

  • In the event that the unit is not operable at power-up or fails due to factory-configured hardware, software or firmware problems, or any technical issues that could affect the calibration results (e.g. screen display error, missing pixels, defective, broken, etc) or if the product (s) is deemed to be in an unsuitable conditions for calibration. The product is considered Defective/Dead on Arrival (DOA). Metcal’s standard DOA policy will apply. Customers are allowed for a 1-1 exchange for a Product with the same specifications, if a defect in the Product is proven. If the exchange product has different specifications or calibration requirements, Metcal reserves the right to apply the calibration service charges as listed in the eShop.
  • In the event where Customers opt out on exchange policy, Customers are allowed a full refund of their purchase price. Metcal will proceed to return back the uncalibrated product to customers. All refunds may take up to 10 business days to be processed.
  • In any circumstances, Metcal will inform the customers of the condition of the product prior to commencement of calibration processes. If the unit can be repaired by Metcal’s Technical team before calibration, a special repair fee will be suggested. All repair fees or additional expenses related to the repairs will be borne by the customer separately.
  • While Metcal makes every effort to ensure that products received from Customers undergo a preliminary quality check, there may be instances where errors occur during the calibration process. Metcal will promptly inform the customers of any such errors and provide the option to either repair the product or cancel the service. Metcal reserves the right to charge a nominal fee for tests conducted during the calibration process.
  • In any circumstances, during calibration, the equipment is found to be functioning outside of tolerance, test limit or accuracy parameters, Metcal will still issue a calibration report. In such cases, the customer will be charged the full original price and no refund will be provided.

10. Warranties and Liability

  • We warrant that our calibration services will be performed with reasonable care and skill.
  • Our liability for any claims related to our calibration services shall be limited to the amount paid by the customer for the service in question.
  • Metcal is not liable for any indirect, incidental, or consequential damages, including but not limited to loss of data or business interruption.
  • Metcal will provide those maintenance and support services you ordered in accordance with the applicable service description and subject to Metcal’ standard Calibration Services terms & conditions.
  • Products sold through Metcal eShop are covered by the manufacturer’s limited warranty, in accordance with the terms and conditions specified in the warranty statement provided with the product.
  • This warranty is valid only within Malaysia. The limited warranty period commences on the date of shipment of the Equipment from Metcal’ warehouse. The product comes with a one-year warranty covering any manufacturing defects. This warranty does not cover wear and tear, accuracy drift over prolonged use, or consumable and other components that fail from normal usage. Customer must report claims due to recognizable defects immediately, but no later than ten (10) calendar days after receipt of the goods.
  • If any issues arise after the calibration services, customers can resend the product to us at no additional cost. Calibration services come with a one-month warranty. This warranty does not include wear and tear or accuracy drift over prolong use and any consumables such as filaments, lamps, fuses or other parts, which fail as a result of normal usage.

11. Modifications and Interruptions

  • We reserve the right to change, modify, discontinue or remove the contents of the Calibration Services or Products on Metcal’s eShop at any time or for any reason at our sole discretion without notice. We will not be liable to Customers or any third party for any modification, price change, suspension, or discontinuance of the Calibration Services and Products.
  • We cannot guarantee the Calibration Services and Products on Metcal’s eShop will be available at all times. We may experience hardware, software, or other problems or need to perform maintenance related to the Services, resulting in interruptions, delays, or errors. We reserve the right to change, revise, update, suspend, discontinue, or otherwise modify the Services at any time or for any reason without notice to Customers. Customers agree that we are not liable for any loss, damage, or inconvenience resulting due to the discontinuation of Calibration Services or Products or extended calibrations durations caused by unforeseen circumstances.
  • Additional charges may apply for expedited services or if extra work is required beyond the standard calibration service.

12. Privacy and Data Protection

  • We are committed to protecting your privacy and will handle your data in accordance with our privacy policy.

13. Intellectual Property

  • All content on our website, including text, graphics, logos, images, and software, is the property of Metcal Technologies Sdn. Bhd. or its content suppliers and is protected by intellectual property laws.

Customer may not reproduce, distribute, or use any content without our express written permission.

14. Contact Information

  • For inquiries or support, please email ask@shopmetcal.com