Return Policy

If you’re looking to return or exchange your order, please review the policy below. We're here to help! The Lab Depot generally accepts return requests within 30 days of receipt. To initiate a return, please submit a Return Merchandise Authorization (RMA) request using the button below. All returns are subject to review and approval by The Lab Depot.

Certain manufacturers and suppliers impose more restrictive return requirements (including shorter deadlines). In these cases, the manufacturer’s policy takes precedence, and products submitted outside their window may not be eligible for credit.

Need Help?

If you have questions about completing the RMA form, please contact Returns Support:

Email: [email protected]

Phone: +1-800-733-2522, Option 3

How Do I Return an Item?

To ensure your return is processed accurately and eligible for credit, please follow these steps:

1. Request an RMA: Submit your request via the button above within 30 days of receiving your merchandise.
2. Wait for Approval: Do not ship any items back until you receive an approved RMA number and specific shipping instructions. Unauthorized returns may be refused.
3. Pack Securely: Return all items unused, unopened, unmarked, and in resalable condition. Include all original packaging, accessories, certificates, and manuals.
4. Use an Outer Box: Place the product's original packaging inside a suitable exterior shipping carton to prevent transit damage.
5. Label Clearly: Ensure the assigned RMA number is clearly visible on the outside of the exterior shipping carton. The quantity and manufacturer SKU(s) must exactly match your approved RMA.
6. Ship Timely: Ship the package according to the provided instructions before the vendor-specific RMA expiration date.

Non-Returnable Items

Due to biological safety regulations, strict temperature stability protocols, and hazardous materials shipping restrictions, the following products are completely ineligible for return, exchange, or credit:

• Temperature-Controlled & Sterile Items: Refrigerated, frozen, or sterile products
• Custom Fabrications: Made-to-order, special-order, or non-stocked inventory configurations
• Outdated Material: Obsolete, discontinued, or short-dated/expired inventory
• Incomplete Units: Used products, broken kits, or partial quantities less than the original factory unit of sale
• Chemicals & Media: All hazardous materials and chemical reagents
• Fluids (including chiller fluids, vacuum pump fluids, and similar products)

Policy Terms & Conditions

The Lab Depot, Inc. will only accept returned goods that comply with the provisions outlined in this policy. Return requests must be submitted within 30 days of receipt unless otherwise restricted by the manufacturer or supplier. Certain manufacturers require shorter return authorization periods, and those requirements supersede The Lab Depot’s standard return policy. Products submitted outside of the applicable manufacturer’s return window may not be eligible for return or credit.

Return authorizations are subject to vendor-specific return windows and expiration dates. The applicable return deadline will be provided with the RMA approval. Items received after the authorized return period has expired may not be eligible for return credit.

RMA Number Required

All returns must be pre-approved by an authorized The Lab Depot representative and assigned an RMA number prior to shipment.

To ensure proper processing:

• The quantity and manufacturer SKU(s) returned must match the approved RMA.
• The RMA number must be clearly visible on the outside of the return package.
• Unauthorized returns may be refused and may not be eligible for credit.

Product Condition & Packaging

If The Lab Depot, Inc. determines the return is due to customer error or is being returned for warranty evaluation, return shipping costs are the responsibility of the customer.

All returned products must be:

• Unused
• Unmarked
• In their original packaging
• In resalable condition

Customers are responsible for ensuring products are properly packaged and protected during return transit using both the original product packaging and a suitable exterior shipping carton.

Restocking Fees & Shipping Costs

Approved returns may be subject to a restocking fee of up to 35%, depending on manufacturer requirements and product type. If a return is due to customer error or is being sent in for warranty evaluation, return shipping costs are the responsibility of the customer.

Insurance & Risk of Loss

Risk of loss remains with the customer until the product is received by The Lab Depot or our designated manufacturer/vendor. The Lab Depot will not issue credit for products damaged during return transit due to inadequate packaging. We strongly encourage customers to insure shipments for the full replacement value.

Refunds

• Credit Card Purchases: Refunded to the original payment method.
• Purchase Orders (PO)/On Account: Issued as a credit to the customer’s account.

Note: Return credits are only issued after inspection and approval of the returned merchandise.

Exchanges

The Lab Depot does not offer direct product exchanges at this time.

Damaged Shipments & Shortages

Please inspect all shipments immediately upon receipt. Any visible damage, shortages, or discrepancies must be noted on the delivery receipt, bill of lading, or carrier documentation at the time of delivery.

If damage is discovered:

1. Refuse Delivery: If capital equipment is visibly damaged, refuse delivery and leave the shipment with the carrier whenever possible.
2. Notify Us Within 24 Hours: Report the damage to The Lab Depot within 24 hours of receipt. Failure to report damage within 24 hours may result in the denial of a replacement or credit.
3. Save Everything: Retain all original packaging materials and damaged products until instructed otherwise, as a carrier inspection may be required.

Required Documentation for Damaged RMAs:

To process a damage claim, you must provide:

• Photos of the damaged item(s)
• Photos of the product packaging
• Photos of the interior and exterior shipping cartons
• A copy of the signed Bill of Lading (for freight) or the tracking number (for parcel shipments)