Cancellation and Returns Policy

Cancellation 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.  

Returns Policy

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 that have been discontinued 
  • products that are personalized or customized
  • products not purchased from The Laboratory Store
  • refrigerated or temperature-controlled products
  • products that are outdated, shelf-worn, used or defaced
  • products that 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. 

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.

Returns Process

  • A customer must obtain a return merchant authorization (“RMA”) from The Laboratory Store
  • A returns form will be issued quoting an RMA number and must be completed and emailed back to customer services prior to any shipment 
  • We recommend all shipments sent to our warehouses are covered by your companies insurance and/or the courier's shipment cost is inclusive of the value of the goods transported to our warehouses.
  • Failure to abide by any of the above bullet points could mean your delivery is rejected, quarantined or even disposed of without notification for the safety of our staff

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.

Shipment Delays

Please note that quotations/sales orders/web orders provided by The Laboratory Store are on the explicit understanding that The Laboratory Store Limited will not be held liable to any circumstances that result in a failure, or delay, to supply which relates directly or indirectly due to the Coronavirus. Coronavirus is defined as the disease caused by COVID-19, according to the World Health Organization’s definition.