Refund policy

Return & Exchange Policy

Our 100% Satisfaction Guarantee

At LabSupplies.com, we stand behind every product we sell. We guarantee that no sale is complete unless you are completely satisfied. We accept returns for both defective and non-defective products, along with exchanges, to ensure your total confidence in every purchase.

Return Timeframe

Items may be returned for replacement, refund, or credit up to 180 days from the date of purchase. We believe in giving you ample time to evaluate your purchase and ensure it meets your laboratory's needs.

How to Initiate a Return or Exchange

To begin the return or exchange process:

  1. Contact our Customer Care team at support@labsupplies.com during business.

  2. Have your purchase order number and include them in your email

  3. Our Customer Care representative will provide you with a Return Authorization (RA) Number and detailed return instructions

  4. The RA Number ensures we can quickly process your credit, refund, or replacement once the item has been returned

Return Requirements

For returns to be accepted, items must meet the following conditions:

  • Items must be returned with all parts, accessories, certificates, and user manuals in their original packaging

  • Items must be in resalable condition unless they are damaged or defective

  • Items should be unused, unopened, and unmarked (except in cases of defects or damage)

  • Original packaging must be intact and suitable for resale

  • All return shipments must include the Return Authorization Number

Defective or Damaged Items

If you receive a defective or damaged product:

  • No restocking fees will be applied to returns of defective or damaged merchandise

  • We will provide a prepaid return shipping label at no cost to you

  • Replacement items will be shipped immediately upon authorization

  • Full credit or refund will be issued once we receive the returned item

Non-Defective Returns

We understand that sometimes you may need to return a product that isn't defective. For non-defective returns:

  • Returns are accepted within 180 days of purchase

  • Items must be in original, resalable condition

  • All original packaging, manuals, and accessories must be included

  • No restocking fees for returns made within 180 days in resalable condition

  • Customer is responsible for return shipping costs unless otherwise specified

Items That Cannot Be Returned

For safety and regulatory reasons, the following items cannot be returned:

  • Chemicals, reagents, and hazardous materials (unless defective or shipped in error)

  • Refrigerated, frozen, or temperature-sensitive products (unless defective)

  • Sterile or controlled items once opened (unless defective)

  • Live specimens, biological materials, and perishable items (must be reported within 30 days of receipt if defective)

  • Custom or special-order items made to your specifications

  • Digital products, software licenses, and downloadable content

  • Items that have been used, altered, or are missing components

  • Products with expired shelf life or expiration dates too short for resale

  • Discontinued or obsolete items

Exchanges

We are happy to exchange any eligible item for a different product, size, or specification:

  • Contact Customer Care to arrange an exchange

  • Exchange items must meet the same return requirements

  • Shipping charges for exchanges will be waived for defective items

  • For non-defective exchanges, standard return shipping rates apply

Refund Processing

Once your return is received and inspected:

  • Returns are processed within 7-10 business days of receipt

  • Refunds are issued to the original payment method

  • Credit card refunds typically appear within 7-10 business days

  • Purchase order credits are applied to your account immediately

  • You will receive email confirmation when your return has been processed

Return Shipping

  • Defective or damaged items: We provide a prepaid return shipping label at no charge

  • Non-defective returns: Customer is responsible for return shipping costs

  • We recommend using a trackable shipping method with insurance

  • LabSupplies.com is not responsible for items lost or damaged during return transit unless using our prepaid label

  • Pack items carefully in their original packaging to prevent damage during shipping

Living Organisms & Perishable Materials

For living organisms, cultures, and perishable materials:

  • Quality concerns must be reported within 30 days of receipt

  • Contact Customer Care immediately upon delivery if issues are present

  • Provide photographs or detailed descriptions of the concern

  • Replacements or credits will be issued promptly once verified

Special Circumstances

Items Held More Than 6 Months: Items returned in resalable condition after 6 months but within 180 days may be subject to evaluation by our team to ensure they meet current quality standards.

Drop-Shipped or Large Equipment: For furniture, large instruments, and drop-shipped items, please contact Customer Care for specific return instructions and authorization before attempting to return.

Manufacturer Defects: If a defect is discovered beyond the 180-day period but within the manufacturer's warranty period, please contact us. We will work directly with the manufacturer on your behalf to ensure resolution.

Our Commitment to You

LabSupplies.com is committed to your complete satisfaction. If you encounter any issues with your order or have questions about our return policy, our Customer Care experts are here to help. We work with you to ensure every purchase meets your expectations and laboratory requirements.

Customer Care Contact Information:

support@labsupplies.com