Refund policy

At Lab Gear Supply, we want you to be completely satisfied with your purchase. If you need to return or exchange an item, please review our return and refund policy below. This policy applies to all orders placed on labgearsupply.com and is designed to be fair and transparent for both our customers and our business.

1. General Return Conditions

  • Return Window: You may return most items within 30 days of delivery for a refund or exchange, provided the item is unused, in its original condition, and includes all original packaging, manuals, and accessories.
  • Inspection Period: You have 7 calendar days from the delivery date to inspect your order and report any missing, damaged, or incorrect items. Please contact us at support@labgearsupply.com or (503) 263-3330 to initiate a return.
  • Return Authorization: All returns must be authorized by Lab Gear Supply. Please contact us to obtain a Return Merchandise Authorization (RMA) number before shipping your return. Returns without an RMA number will not be accepted.
  • Non-Returnable Items: The following items are non-returnable unless defective:
    • Custom orders or special-order items.
    • Opened consumables (e.g., filters, seals, biomass bags).
    • Items marked as “final sale” or “clearance.”
    • Items that have been used, damaged, or modified by the customer.

2. Returns for Defective, Damaged, or Incorrect Items

  • If your item is defective, damaged during shipping, or incorrect, please contact us within 14 days of delivery. We’ll provide a prepaid shipping label and offer one of the following options, at your choice:
    • Replacement: We’ll ship a replacement item at no additional cost to you.
    • Refund: We’ll issue a full refund to your original payment method within 7 business days of receiving the returned item.
  • Defective items may be subject to inspection to confirm the defect is due to a manufacturing issue and not misuse. If the defect is due to misuse, the return may be treated as a non-defective return (see Section 3).

3. Returns for Non-Defective Items

  • If you wish to return an unused, non-defective item within 30 days of delivery, you may do so for a refund, subject to the following:
    • Restocking Fee: A 15% restocking fee will be applied to cover processing and restocking costs.
    • Return Shipping Costs: You are responsible for the cost of return shipping unless the return is due to an error on our part (e.g., we shipped the wrong item).
    • Condition: The item must be unused, in its original condition, and include all original packaging, manuals, and accessories. Items that show signs of use or are missing components may be refused or subject to additional fees.
  • Refunds will be issued to your original payment method within 7 business days of receiving and inspecting the returned item, minus the 15% restocking fee.

4. International Returns

  • For international orders, the same 30-day return window applies for non-defective items, and the 14-day window applies for defective, damaged, or incorrect items. However, please note:
    • You are responsible for all return shipping costs, including any duties, tariffs, or taxes associated with returning the item to the United States.
    • As stated in our Shipping Policy, we do not return or refund orders that are refused by you or your government due to non-compliance with local policies, customs regulations, or any other reason. By placing an international order, you accept full liability for adhering to your local policies.
  • We recommend contacting us before initiating an international return to ensure a smooth process.

5. Warranty Returns

  • For items covered by a manufacturer’s warranty, we will facilitate repairs or replacements as per the warranty terms. Please contact us to initiate a warranty claim.
  • If a defect is due to misuse, neglect, or unauthorized repairs, the item may not be eligible for warranty coverage, and any return will be treated as a non-defective return, subject to the 15% restocking fee and return shipping costs.

6. How to Initiate a Return

  • Step 1: Contact us at support@labgearsupply.com or (503) 263-3330 within the applicable return window (14 days for defective items, 30 days for non-defective items) to request an RMA number.
  • Step 2: Package the item securely in its original packaging, including all manuals and accessories, and include the RMA number on the package.
  • Step 3: Ship the item to:
    • Lab Gear Supply Returns
    • c/o Decimal Engineered Systems
    • 461 NE 3rd Ave
    • Canby, OR 97013, USA
  • Step 4: Once we receive and inspect the item, we’ll process your refund or replacement as per this policy. You’ll receive a confirmation email with the details of your refund or replacement.

7. Refunds

  • Refunds will be issued to your original payment method within 7 business days of receiving and inspecting the returned item.
  • For non-defective returns, the refund amount will be the purchase price minus the 15% restocking fee and any return shipping costs (if applicable).
  • Shipping costs paid on the original order are non-refundable unless the return is due to our error.

8. Contact Us

  • If you have any questions about our return and refund policy or need assistance with a return, please reach out to us:
    • Email: support@labgearsupply.com
    • Phone: (503) 263-3330
    • Address: Lab Gear Supply, c/o Decimal Engineered Systems, 461 NE 3rd Ave, Canby, OR 97013, USA