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Policies and Notices

General Terms and Conditions of Sale (November 2016)
Intra-Quebec, Intra-Ontario and Quebec-Ontario Delivery Policy (September 2016)

The following is to inform you of the changes to our delivery policy due to the rising costs of inflation and fuel. This policy applies for delivery Intra-Quebec, Intra-Ontario and Quebec-Ontario.

As of September 1st 2016, the following changes will be made:

  • Skid shipment:
    - For any order of $ 500 or less, a fee of $ 75 will apply.

Please note that there are no changes for the following deliveries:

  • Shipment by mail:
    - Master Group will cover all costs for orders of over $ 200;
    - For any order of $ 200 or less, a fee of $ 10 will apply.
     
  •  Skid shipment:
    - Master Group will cover all costs for orders of over $ 500;


No additional fees will be charged for pending orders, for deliveries of replacements under warranty or for deliveries to correct a shipping error on a previous error.

Despite the rising costs of products, The Master Group is committed to continue offering the most competitive prices on the market. We do all the necessary to improve the efficiency of our operations continuously while controlling costs on a daily basis, and we hope that this increase will be seen from this perspective.

We thank you for the trust you place in us and send you our best regards.

Management

 Delivery Policy

Intra-Maritimes, Ontario-Maritimes and Quebec-Maritimes Delivery Policy (September 2016)

The following is to inform you of the changes to our delivery policy due to the rising costs of inflation and fuel. This policy applies for delivery Intra-Maritimes, Ontario-Maritimes and Quebec-Maritimes.

As of September 1st 2016, the following changes will be made:

  • Skid shipment:
    - For any order of $ 500 or less, a fee of $ 95 will apply.

Please note that there are no changes for the following deliveries:

  • Shipment by mail:
    - Master Group will cover all costs for orders of over $ 200;
    - For any order of $ 200 or less, a fee of $ 20 will apply.
     
  •  Skid shipment:
    - Master Group will cover all costs for orders of over $ 500;


No additional fees will be charged for pending orders, for deliveries of replacements under warranty or for deliveries to correct a shipping error on a previous error.

Despite the rising costs of products, The Master Group is committed to continue offering the most competitive prices on the market. We do all the necessary to improve the efficiency of our operations continuously while controlling costs on a daily basis, and we hope that this increase will be seen from this perspective.

We thank you for the trust you place in us and send you our best regards.

Management

 Delivery Policy

Return Policy (September 2016)

PARTS UNDER WARRANTY

All parts under warranty must be returned for creditwith the following provisions:

  1. Be accompanied with the return form duly completed by the customer.
     
  2. Be accompanied with the original invoice, ideally given by the customer.
     
  3. Be returned no later than 90 days after the expedition of its replacement, with the exception of WaterFurnace whose warranty is 30 days only. If not, York will charge return fees and other manufacturers will refuse return.
     
  4. Indicate the exact nature of the problem. The word “defective” does not indicate the source of the problem.
     
  5. Be shipped “PREPAID” to our warehouses. No return will be accepted “COLLECT” or be picked up by our trucks.
     
  6. The compressors must be welded (suction, expulsion, access) otherwise, the return will be refused at the branch.
     
  7. You will be assigned a credit providing the manufacturer accepts the returned equipment.
    This is according to the terms and conditions of the warranty.

 

RETURN OF EQUIPMENT AND NEW PARTS

All non-required parts and equipment returned for credit must:

  1. Be returned in a maximum delay of 30 days after purchase, otherwise items may be subject to a 20% return fee.
     
  2. All goods should be new, in their original packaging and in resalable condition.
     
  3. Be accompanied with the original invoice, ideally given by the customer.
     
  4. Be shipped “PREPAID” to our warehouses. No return will be accepted “COLLECT” or be picked up by our trucks.
     
  5. Exclusions: No returns allowed for “Non-stock” special orders.
    No returns on electronic parts.

 

EQUIPMENT UNDER WARRANTY

  • A Return Material Authorization (RMA) is mandatory. Please contact your Master Representative who will validate with the Master Technical Department.
     
  • Stages 1, 2, 3, 4, 5 and 7 of parts under warranty are applicable.

 Return Policy

Warranties on Replacement Parts (rev. June 2016)

IMPORTANT NOTICE

In order for you to benet from optimum protection offered by warranties on replacement parts such as York, KeepRite, LG, etc… we would like to remind you the importance of following these instructions:

  • Indicate unit START UP DATE on the Master return notice;
     
  • Supply Master with written proof (start up report) on which start up date is clearly stated.
    Suppliers may require proof in writing.

In cases where we have no written back up stating the start up date, Master will consider as valid the purchase date of the product, which may reduce the period of warranty coverage for the part.

Thank you for your cooperation

The Management

 Warranties on Replacement Parts

Policy on Storage Fees (February 2013)

1. For every custom made product order ( “non-stock” product, special order, order shipped directly from the manufacturer)

When the order is placed through a Master Representative, you must confirm a delivery date.

When you ask us to postpone a delivery:

a) ou will be billed for the merchandise and it will be delivered to the specified location;

b)    In cases where The Master Group cannot bill or ship the merchandise, you must issue a new P.O. for the storage fees:

 

a. If merchandise is stored in one of our distribution centers or warehouses, the higher of the following amounts will be charged as a monthly storage fee: $250/month or 2% of sales price;

b. If the merchandise cannot be stored in one of our distribution centres or warehouses (because of handling and space issues) The Master Group will ensure merchandise is stored at an appropriate external location and will forward the invoice for all incurred costs (space, transportation, handling, etc) to your attention.

 

2. For every standard product order part of our inventory:

If Master finds the delay between the delivery date and the issue date of the order to be inadequate, the Sales Director or your Sales Representative will contact you to make arrangements.

Master Management

 Policy on storage fees

Notice Multiple Failures (August 2012)

Boucherville, August 20th, 2012

This communication regarding multiple failures is intended to accelerate the process of these particular cases in order to get a status and a refund within a reasonable timeframe.

When a 2nd break or more occurs (repetitive failures), as soon as you return the defective product, you must inform us that this is a repetitive failure case.

If it concerns a York, Coleman or Luxaire product, submit the attached “service data” document with your return. This information will expedite the request with the supplier in order to receive a full refund.

For Copeland products, the merchandise must be returned for inspection. Following inspection, if no manufacturing defect is noted, the claim will be rejected and inspection fees will apply.

Please read carefully the attached explanatory letters from our suppliers.

The required forms are also available through our website under “Client Info / Policies and Notices”.

For any question, please contact the Claims & Returns Department Supervisor of The Master Group.

Thank you for your cooperation

Management


 Copeland_Emerson Wholesale Warranty Guidelines

 WS-003-2010 JCI York Coleman Luxaire

Service DATA (Excel)

Changes of Terms & Conditions for Payment by Credit Card (March 2012)

Please take note of the followings changes, effective as of April 2nd, 2012:

Only purchases under $10,000.00 including taxes, done at the counter with credit card in hand, will be accepted.

  • No credit card payments will be accepted for future deliveries or next day deliveries.
  • For all credit card payment requests that do not meet our new policy, including payment of an account statement, a 2% charge will be applied directly to the transaction, without exception.

We thank you for your understanding.

Management

 Changes of terms & conditions for payment by credit card