We want your experience with us to be easy and hassle-free. If, for any reason, you are not completely satisfied with your purchase, you may return most items within 30 days of receipt for an exchange or full refund.
Detailed responses to the most frequently asked questions regarding our Return Policy are shown below:
What is your Return Policy?
To ensure a timely processing of your return, LabPlanet must receive your request for return of Laboratory products within 15 days of receipt of your order. Additionally, the returned goods must be received within 30 days from the receipt of your original order.
Return of any Laboratory products must be requested within 15 days and returned within 30 days from the receipt of the order.
Return requests for any Laboratory products must be pre-authorized prior to shipping the items back.
In order to be pre-authorized for a return, customers must fill out the RMA Form for a pre-authorization of the return and a LabPlanet.com Representative will contact the customer by phone or email within 1-3 business days to issue an RMA number and provide the Returns instructions, if the return is authorized.
If certain limitations apply, the authorization may not be approved for a return. These limitations are, but are not limited to:
- Custom-made or special-order products
- Expired, refrigerated, radioactive or DEA-regulated materials
- Opened containers or any item NOT in its original manufacturer packaging
All Returns for Laboratory Products can be subject to a restocking fee of up to a 25%.
LabPlanet.com reserves the right to refuse the Return of any Laboratory products which do not have a pre-authorization.
How do I complete a Return Merchandise Authorization?
LabPlanet.com has created a simple and hassle-free Return and Exchange process with step-by-step guidelines for your convenience. To return an item, please follow these steps:
- Fill out and submit a RMA Request Form online to obtain a Return Merchandise Authorization (RMA) number. Please note that we are unable to accept a return without a completed RMA Request Form.
- Upon submission of the RMA Request Form, the Return Instructions and Merchandise Return Summary page appears. This page contains the RMA number that is active for only 10 business days.
- Pack the item(s) securely using the original packing material. Please note that LabPlanet.com is currently unable to accept COD shipments. To ensure proper delivery, we highly recommend that you choose a carrier that offers delivery notification (e.g., UPS, USPS or FedEx).
- Please include the Return Summary in the box.
- Attach the "Merchandise Return Tag" to the outside of the box along with a copy of the shipping label.
- Please insure the package for the full merchandise value and return all promotional materials, accessories, manuals, etc. that were included with the original shipment.
You will be notified via your email address once the return is received and processed with all information about your exchange or refund.
It is recommended that customers insure packages for their full value as LabPlanet.com is not responsible for returned merchandise. Customers are responsible in cases where a returned package is lost, stolen or damaged in transit.
What is the processing time on returns?
In most cases LabPlanet returns processing team will contact you in 1-3 business days in order to provide you with return instructions - LabPlanet.com processes all returns within 10 business days of the receipt of the returned merchandise. Credit card companies vary in the time required to post credits back to a customer's account. Please consult your credit card company for additional information regarding credit policies. For PayPal orders, refunds will need to be withdrawn from your PayPal account to reflect on your credit card statement.
What requirements does LabPlanet.com have in order to return goods?
All items must be returned in NEW condition (i.e., not used, broken or worn ), in the original manufacturer's packaging and with all original contents included, e.g., instruction manuals, accessories, additional components.
LabPlanet.com requires the return of all promotional items and/or gifts included with your purchase, including free gift certificates with purchase. For example, if a pair of binoculars arrives with a free flashlight included, both items must be returned before processing an exchange or refund. In addition, LabPlanet.com is currently unable to accept partial returns on kits or on any bundled goods. If a complete return is not received, LabPlanet.com reserves the right to charge an additional $6.99 to send the package back to the customer.
Any gift certificate issued as a free gift with qualifying purchase is void upon the return of qualifying product. Gift certificate is deemed returned with product return. If gift certificate is used upon return, LabPlanet reserves the right to refuse return or refund the customer less the amount of the gift certificate issued.
We highly recommend insuring goods for their full value and safely wrapping items to prevent shipping damage. Charges associated with returning items to LabPlanet.com are the responsibility of the customer unless the item is defective or the wrong item was shipped.
All exchanges and returns require the creation of a Return Merchandise Authorization number. For more details, please review our Return and Exchange Instructions.
Please note certain items may require additional documentation at the time of return. For example, the Automatic Knife Return Certification may be required for certain knife returns.
Does LabPlanet.com charge restocking fees?
LabPlanet may charge a restocking fee up to 25% of the item's retain value. Unfortunately, there are certain items that LabPlanet.com is unable to exchange or refund. For more information, please review the Return Policy Exceptions.
Can I exchange my product for another item?
LabPlanet.com will gladly fulfill an exchange whenever you are not fully satisfied with a purchase within 30 days of receipt. Please ensure the returned item is in NEW condition (i.e., not used, opened, broken or tested) and does not fall under our Return Policy Exceptions. Please review the Return and Exchange Instructions for more detailed information on generating an exchange.
How do I obtain a refund?
To obtain a refund, please adhere to our Return Conditions and Return and Exchange Instructions. Customers not following these steps are issued a refund in accordance with the condition of the returned merchandise and the value of any missing items. Refunds are unable to be issued until the merchandise has been received, evaluated and processed by our Returns Team.
LabPlanet.com proudly ships most orders free of charge for orders over $49. Unfortunately, for orders not qualifying for free shipping, we are unable to offer refunds for shipping charges, including but not limited to, Value Shipping, domestic Ground, Express or international shipping. Please be advised that we are unable to refund any fees imposed by an entity other than LabPlanet.com, e.g., customs or brokerage fees.
Upon approval, LabPlanet.com refunds customers via the original payment method. For example, if a customer paid via PayPal, any necessary refunds will be applied to the customer's PayPal account. In rare cases, circumstances may require that we issue a check to the customer via USPS mail when an additional refund is due.
Can I drop off merchandise directly to LabPlanet.com's Northbrook, IL facility?
Unfortunately, to ensure that all returns are processed in a timely manner, LabPlanet.com is unable to accept returns dropped off by customers at its Northbrook, IL headquarters at this time.
How do I return a product that arrives defective or is not the item I ordered?
Contact us within 30 days of receipt if a package arrives with an incorrect item or if the product does not work properly. When such issues occur, LabPlanet.com furnishes a UPS prepaid shipping label to our customers to cover all return shipping expenses.
To receive a UPS prepaid label:
- Please generate a Return Merchandise Authorization (RMA) Number. No return or exchange is accepted without a RMA Number.
- Contact us immediately with detailed information about the source of the issue.
- A prepaid label is sent from UPS to your email address within 1-2 business days with instructions on proceeding.
Please be sure to use the provided label in order to take advantage of the FREE return shipping offer. We are unable to provide reimbursement for return shipping charges to customers failing to use their pre-paid shipping label, or customers failing to contact LabPlanet for a pre-paid return label first in cases when the item(s) does not qualify for our FREE return shipping offer.
Once a return is received by LabPlanet.com, the Returns department will process the RMA according to our Return Policy. If the item is not defective, broken, incorrect, or if the customer misused the merchandise, LabPlanet.com reserves the right to charge the customer's account the return shipping fees or refuse the return.
What if I want to return an item after the 30 days have elapsed?
Unfortunately, at this time LabPlanet.com is unable to accept any returns after 30 days elapse from the time of receipt. If you need to return an item after 30 days from receipt, please contact the manufacturer for possible repair or replacement options.
What are the exceptions to LabPlanet.com's Return Policy?
Unfortunately, LabPlanet.com is unable to accept returns or exchanges for the following:
- Installed goods, e.g., a chart recorder installed on a freezer
- Oversized items such as laboratory hoods or refrigerators
- Made to order items
- Hazardous items (as marked on our website)
- Other exceptions may apply
What is your Return Policy on High-Value and/or Volume Orders? Are there any other items that are considered a Special Return?
The return of any High Value and/or Volume Orders must be pre-authorized prior to shipping the item back to LabPlanet.com.
In order to be pre-authorized, customers must fill out the RMA form for a pre-authorization of the return. A LabPlanet.com Representative will contact you via phone or email within 3-7 business days to issue a RMA number and provide return instructions, if the return is authorized. In pre-authorization cases, a pre-paid shipping label is not available through the RMA Form process, but will be emailed to you instead if the return is authorized.
Please note that the request for a return does not constitute authorization to return the merchandise and that LabPlanet reserves the right to refuse any return which does not have a pre-authorization.
What if I still have additional questions regarding the Return Policy?
Please feel free to contact us if you have any questions via phone or email.