METTLER TOLEDO Return Policy (Canada)

Policy Effective July 27, 2021

At METTLER TOLEDO, making sure our customers receive quality products and the support necessary to fully realize the value of our products is a priority. Our customer service representatives and technical support staff are committed to providing you with excellent service. 

The METTLER TOLEDO return program is intended to make product and parts returns efficient, fair, and standard across Canada.

I. Return Policy – Item Failure or Incorrect Shipment

If a standard item, excluding variable configured or custom made, is purchased from METTLER TOLEDO does not function properly or an incorrect item is shipped, you must call the Customer Service number below within 30 calendar days of shipment from METTLER TOLEDO or an authorized distributor and follow provided instructions to return the item.

1-(800)-METTLER    (1-800-638-8537)

Repair Service

METTLER TOLEDO provides timely and quality repairs for our products. Prior to returning a product due to item failure or incorrect shipment, you must contact our customer service and technical support personnel, as they are often able to fix the issue on-site, thus reducing costs and inconvenience. Repairs outside the scope of warranty may result in additional charges. 

Our service department is staffed Monday through Friday 8:00 am to 6:00 pm ET. Please contact technical support via phone or email, or through our customer support channels.

Please follow the guidelines below when returning an item. METTLER TOLEDO reserves the right to refuse receipt and return shipment at customer expense if these guidelines are not followed: 

1. Call the number above and obtain a Return Authorization Number (RAN) within 30 calendar days of shipment from METTLER TOLEDO or an authorized distributor. a. Customer Service will email a proper shipping label with the RAN b. RAN must be visible on packaging to be processed correctly
2. Place return items in the original packing materials and box. It is important to carefully repack the item so as to prevent freight damage or electrostatic discharge in transit.
3. Include all equipment, manuals, peripherals, and accessories originally packed with item.
4. Affix the official return label displaying the RAN sent by METTLER TOLEDO Customer Service in an easily-identified spot on box top.
5. Return item must be received by METTLER TOLEDO within 60 calendar days of RAN issue – METTLER TOLEDO reserves the right to cancel return orders not received within this time frame.

You may be billed for a replacement product, but will be provided credit once METTLER TOLEDO receives, inspects and verifies the return. Once the METTLER TOLEDO Returns Department approves the returned item, you will be entitled to full credit or replacement equipment if the return was a result of a warranty failure or an incorrect shipment.

II. Return Policy – All Other Returns

Should you decide you no longer need or want an item after it is purchased and shipped you must contact METTLER TOLEDO and obtain written approval from customer service to begin the return process.  Our Return Policy and Procedures below will guide you through the return process. METTLER TOLEDO reserves the right to refuse receipt and return shipment at customer expense if these guidelines are not followed or criteria is not met. 

For items that are standard only, not variable configurations or made to order, and not a result of a warranty failure or incorrect shipment, you may receive full credit, less a re-stocking fee equal to minimum 15% of the item price (minimum re-stocking fee: $200). You will not be credited for return-freight charges.

Proper Credit 

To receive proper credit, the following guidelines must be met:

1. You must contact METTLER TOLEDO Customer Service and obtain a Return Authorization Number (RAN) within 30 calendar days of shipment from METTLER TOLEDO or an authorized distributor.
2. Item is not variable configuration or custom-made, i.e. made for only one customer, required alteration or engineering of a standard product.
3. Item must be returned in original packing materials and box.
4. Item must be returned with all equipment, manuals, peripherals, and accessories originally packed with item.
5. Item must be affixed with the official return label displaying the RAN sent by METTLER TOLEDO Customer Service in an easily-identified spot on box top.
6. Item must be received by METTLER TOLEDO within 60 calendar days of RAN issue – METTLER TOLEDO reserves the right to cancel return orders not received within this time frame.
7. You are responsible for paying return freight charges. 
8. Item must be in "new" condition, which means either unopened or all the following criteria applies to item:

a.   Item has not been used.

b.   Item has passed all tests, metrics, and inspection.

c.   Item shows no sign of wear, scratches, debris, dust, oil, or other foreign substances.

d.   Item shows no sign of use.

e.     Item includes all manuals, peripherals, and accessories originally packed with item.

Industrial Floor Scales

In addition to standard re-stocking fees outlined above, METTLER TOLEDO reserves the right to apply additional repair and/or repainting charges when necessary for returned Industrial Floor Scales – charges will be applied at standard rates. 

Notice: METTLER TOLEDO strives to ensure our returns process is fair, efficient, and clearly communicated to our customers and authorized distributors. We will keep you informed and notified to the best of our ability throughout the process by either the email address or phone number you provide associated with the return order. Please allow up to 21 days for us to complete the returns process and issue credit for the return, as applicable.