Cancellation and Returns Policy
A customer can cancel purchase orders of standard catalogue products at any time prior to picking/packing for shipment. Cancellation of custom products, non-catalogue products and not inventoried products at The Laboratory Store may be rejected or alternatively be subject to cancellation fees.
It is The Laboratory Store’s policy to accept convenience returns of standard catalogue products (where customers have ordered items they do not require), within 14 calendar days of delivery by The Laboratory Store, subject to a minimum of 30% restocking fee of the invoiced value of the products being returned.
Due to the UK leaving the European Union (BREXIT), and for products manufactured in the EU, further additional charges may be levied to return goods to manufacturers including the new government charge and duty charges, these will be charged accordingly.
In the event that orders will be cancelled after 2 weeks upon receipt date of the order confirmation, a 50% (of invoice value) restocking will apply. Customised / Bespoke Equipment: Full invoice value will be charged to the customer.
This returns policy only applies to products inventoried at The Laboratory Store and which are in an unused, re-saleable condition and does not apply to
- spare or service parts
- products which have been discontinued
- products which are personalized or customized
- products not purchased from The Laboratory Store
- refrigerated or temperature-controlled products
- products which are outdated, shelf-worn, used or defaced
- products which are expired or with an expiration date too short for resale.
Returns of custom products, non-catalogue products, and not inventoried products are not permitted.
Customer must obtain a return merchant authorization (“RMA”) from The Laboratory Store and reference the RMA number on return shipping documents prior to returning the products to the designated return centre (at Customer’s cost). Please contact our Customer Services for further details on the return procedure to follow. For the avoidance of doubt, this policy does not affect the customer’s right to return products that develop faults or fail to perform to specifications during the applicable warranty period.
Shipping Error / Damage Policy
It is the responsibility of the Customer to perform a reasonable inspection of all deliveries. Obvious external damage must be notified to The Laboratory Store within a maximum of 48 hours of delivery, together with a copy of the annotated delivery receipt as well as any relevant supporting documents evidencing the external damages (eg: photos). Delivery errors (eg. wrong product, wrong quantities) and physical damage to products visible from the standard “out of the box” inspection must be notified to The Laboratory Store within a maximum of 3 calendar days of delivery, together with a copy of the annotated delivery receipt as well as any relevant supporting documents (eg: photos). In the absence of such notifications, goods shall be assumed to be delivered in an undamaged condition. For the avoidance of doubt, this policy does not affect customer’s rights in respect of products that develop faults or fail to perform to specifications during the applicable warranty period.