Shipping damage needs to be reported within 24 hours of receipt of order. Please note any damage with shipping company delivery driver upon receipt of damaged goods. The UPS, US Postal, or trucking company driver should be receptive to your request to identify the delivery as damaged. If they are not, please notify us immediately at 949-273-8888. Pictures of damaged packaging materials will assist in our claims against the shipping company.
Matala filter media has no warranty or guarantees. No returns are accepted for Matala filter media.
If you need to file a warranty claim or return an item, a Warranty RMA Number must be issued before any warranty process or return is authorized or accepted. If the product in question has been determined to be misused in any way or if the product is past the warranty period, no RMA # will be issued and the claim will be denied.
Please contact Matala USA at firstname.lastname@example.org with the following information:
Description of item to be returned.
Reason for return request (damage, defective, etc.).
Date of purchase
Copy of original sales receipt clearly showing item and sales date (email receipt and scanned copies of original are acceptable)
Serial number (Applicable for pumps, compressors, vacuums) located on shipping box and/or pump/compressor body.
Once we receive this information a Warranty RMA # will be issued. This opens the claim process. Items sent to Matala USA without an RMA # will be considered abandoned and will be discarded.
Trouble shooting requirements:
Pond Vacuum and BioSteps with UV Clarifiers require a trouble shoot before RMA will be issued. We have a Trouble Shooting Guide you may request via email. We can also speak with you directly to help trouble shoot at 949-273-8888. In most cases, Pond Vacuum and BioSteps problems are user error and can be corrected with the Trouble Shooting Guide.
Biosteps and Pond Vacuums carry a Limited Warranty of 2 years.
UV Clarifiers body and transformer carry a Limited Warranty of 1 year. The UV lamp and quartz sleeve carry no warranty.
Matala EZ- Air Kits include a Matala Air Pump, Weighted Air Hose and an Air Diffuser.
The Matala/Hakko Air Pumps carry a 3 year limited warranty on the air pumps. The Weighted Air Hose and Air Diffuser carry a Limited Warranty of 1 year.
The wear and tear parts such as the diaphragm and magnet in the air pump are not covered under warranty. Rubber diaphragms need to be replaced every 1 to 2 years depending on heat and back pressure of the system. You may offer replacement diaphragm kits for sale on your site.
All approved warranties will be issued as a repair or replace only. Repair or replace is at the discretion of Matala USA.
Consumer must pay for return shipping to Matala USA.
If the item falls under the Limited Warranty we will pay for the shipping going back to the customer.
If the customer buys the wrong item and it is in 100% resale condition the item may be returned freight paid to Matala USA for a Credit Memo less a 15% restocking fee issued to the dealer who sold the item. Freight charges are not reimburseable.
An RMA # must be issued prior to return shipping. The item must be packaged in the original package to prevent shipping damage.
If the item is received in 100% resale condition and Matala USA deems it to be in new, perfectly operating condition, a restocking fee of 15% will be deducted from credit memo issued to dealer. If the item is received damaged or in otherwise less than new condition, credit will not be issued. Customer and/or dealer will be notified of unacceptable condition of returned product and will have 72 hours to decide whether to have item returned to them (at cost to customer/dealer), request repair/rebuild of unit (additional cost of rebuild kit and labor will apply), or to have unit discarded.
No response within 72 hours will be considered abandonment of item. Abandon items will be discarded.