FAQs
1. What is the return policy?
Returns and refunds of IMER Equipment and Parts are usually handled on an individual customer basis since return circumstances are not always identical and our current return rate is BELOW a 1/4%.
RULE # 1 - Make sure you are selecting the proper item before your purchase.
RULE # 2 - If you are not sure, call, text, or email us and ask questions before you purchase.
For any sales made by IMER USA Direct, below are the 6 categories that apply to the return or cancellation of any equipment or parts:
1. Order Cancellation before shipment - Stock IMER Equipment
2. Order Cancellation before shipment - Equipment Built to order.
3. Equipment Return after shipment but equipment still in box unused.
4. Equipment Return - Machine unboxed and used within 120 Days of delivery.
5. Parts ordered then canceled before shipment.
6. Parts ordered and shipped - unused within 120 days of delivery.
Policy 1. The amount of a refund is determined by which category the return request falls into and is for NEW - UNUSED Parts and Equipment Only.
Policy 2. USED Equipment returns will be handled on an individual basis and may only be allowed if there is an unfixable warranty issue with the equipment.
Policy 3. USED Parts are not eligible for a return unless there is a warranty defect identified by the IMER USA Tech Department.
Policy 4. ALL Equipment and parts being returned will be returned to the IMER USA Corp. Main Warehouse in Southlake Texas at the customers expense before a refund is issued. This may change if the return was an authorized warranty return.
Policy 5. If the method of payment was by credit card the customer is responsible for the 3% credit card charges on their order total if the return is not a warranty return. If the payment method was by bank wire or PayPal this 3% will not be charged against the refund.
Policy 6. The shipping cost to the customer for either equipment or parts, paid for by the customer, is not eligible for a refund.
Policy 7: Any shipping costs paid for by IMER USA Direct for any equipment or large parts orders will be deducted from the eligible refund amount. This will also apply to any fees and surcharges for shipping cancellations.
Policy 8: 20% Restocking Fee. The general return policy for the IMER USA Corp - Main Warehouse in Southlake Texas is return shipping prepaid by the customer and a 20% restocking fee deducted from the refund amount if the return is within 120 days from the date of delivery. There are no returns available to the IMER Group Warehouse after 120 days. This policy can be verified at the link below. IMER USA Direct may choose to waive this fee or have this fee waived by IMER Corp.
Policy 9: IMER USA Direct Policy regarding length of time to return IMER USA Direct will do our best to work with each customer and with their individual situation to reach a speedy resolution to their return request. However IMER USA Direct cannot deviate from the IMER Group policy. To get a refund less the 20% Re Stocking Fee charged by the IMER Group, the customer must pay the return shipping cost back to the IMER Warehouse in Southlake Texas and have the item arrive within 120 days from the date of delivery to them. Returns are not allowed after 120 days from receipt of Item.
How refunds are issued by IMER USA Direct:
Once the IMER equipment or part is returned undamaged and in new condition then, and only then, will a refund will be issued for the calculated dollar amount.
Credit Card Purchases.
If you paid by credit card depending on the dollar amount and the circumstances the refund could be sent back onto your card. This can take 3 to 5 days and we are not responsible for that time frame delay as it is determined by the credit card processing company. It is possible you will be refund by cashiers check depending on the circumstances of the return.
Payment by Check or Wire Transfer
If you paid by check or wire transfer, a cashiers check for the refund amount will be issued and sent by USPS Priority Mail to your designated address.
We appreciate your understanding for the return policy rules and strive to give the best customer service possible.
2. What is the IMER Warranty on Parts and Equipment?
LIMITED WARRANTY & LIMITATION OF LIABILITY
IMER Group | USA warrants its products to be free of defects in material or workmanship for:
ONE YEAR FROM END USER’S DATE OF PURCHASE
The warranty period begins on the date of purchase by the End User of the product. All warranty is based on the following limited warranty terms and conditions, including the disclaimer of implied warranties and consequential damages.
IMER Group | USA’s obligation and liability under this warranty is limited to repairing or replacing parts if, after IMER Group | USA’s inspection, there is determined to be a defect in material or workmanship. IMER Group | USA reserves the right to repair or replace.
If IMER Group | USA chooses to replace the part, it will be at no cost to the customer and will be made available to the IMER Group | USA Dealer from whom the End User purchased the product or an Authorized Service Provider.
Replacement or repair parts, installed in the product, are warranted only for the remainder of the warranty period of the product as though they were the original parts.
IMER Group | USA does not warranty engines or batteries. Engine warranty claims should be made directly to an authorized factory service center for the particular engine manufacturer. Batteries are not warranted due to unknown treatment during transport, etc, and any battery claims should be directed to the battery manufacturer.
IMER Group | USA’s warranty does not cover the normal maintenance of products or its components (such as engine tune-ups and oil & filter changes). The warranty also does not cover normal wear and tear items (such as belts and consumables).
IMER Group | USA’s warranty will be void if it is determined that the defect resulted from operator abuse, failure to perform normal maintenance on the product, modification to product, alterations or repairs made to the product without the written approval of IMER Group | USA.
Damage to mixing paddles, rotor, and stators or any part of a grout pump that is in contact with mixed cement is not covered under the IMER Group | USA warranty and is deemed as a normal wear item. The life and longevity of the wear items are the responsibility of the End User.
IMER Group | USA will pay shop labor on warranty items at the Imer Shop Labor Rate in existence on the date of the warranty claim. An IMER Group | USA labor chart will determine the time allowed to complete a repair and will govern the shop labor hours that will be allowed.
IMER Group | USA will pay freight on warranty replacement parts at standard ground rates. No warranty replacement parts will be shipped air freight at the expense of IMER Group | USA. IMER Group | USA only pays outbound freight charges when sending warranty replacement parts to the customer via ground service. IMER Group | USA does not pay any inbound freight. However, if IMER Group | USA determines this to be a warranted item, only then will IMER Group | USA reimburse the customer for inbound freight at standard ground rates.
IMER Group | USA WARRANTY POLICY WILL NOT COVER THE FOLLOWING: TAXES; SHOP SUPPLIES; ENVIRONMENTAL SURCHARGES; AIR FREIGHT; TRAVEL TIME; LOSS OF TIME; INCONVENIENCE; LOSS OF RENTAL REVENUE; RENTAL COSTS OF EQUIPMENT USED TO REPLACE THE PRODUCT BEING REPAIRED; LOSS OF USE OF THE PRODUCT; COMMERCIAL LOSS; OR ANY OTHER CHARGES WHATSOEVER OR ANY LIABILITIES FOR DIRECT, INCIDENTAL, OR CONSEQUENTIAL DAMAGE OR DELAY.
IMER Group | USA MAKES NO OTHER WARRANTY, EXPRESSED OR IMPLIED. THIS LIMITED WARRANTY IS IN LIEU OF THE WARRANTY OF MERCHANTABILITY AND FITNESS. THERE ARE NO OTHER WARRANTIES THAT EXTEND BEYOND THE DESCRIPTION ON THIS DOCUMENT.
No IMER Group | USA employee or representative is authorized to change this warranty in any way or grant any other warranty unless such change is made in writing and signed by an officer of IMER Group | USA.
3. What should I do if my order arrives damaged?
If your IMER Equipment arrives on a freight truck with damage to it please follow these steps:
- If the equipment is on a pallet and the damage is severe you should take photographs immediately then refuse to accept the delivery. If it looks like pieces of the order are missing you need to refuse the order. The reason for the refusal being that once you accept the order, then you will have to file a claim for the freight company to reimburse you for the damage.
- If the damage is minor then just take photographs before it is unloaded from the truck and then again once it is unloaded. Send those photos to me at "support@landmarktools.com" immediately. We will then forward to the IMER Group Warehouse in TX
- If your New IMER Order arrives in a box, and when you open the box the enclosed equipment or parts is damaged you need to take photos of the damage to the equipment and of the box immediately.
