Returns Policy FAQ’s

You may be entitled to a refund, replacement or repair in the following situations:

1. There is a mistake with a delivery – e.g. wrong products delivered, or wrong quantities (too many, too few).
2. An item is received in a damaged condition (i.e. it has been damaged during transportation).
3. An item does not work as per specifications out of the box or otherwise fails during the warranty period.
4. There is nothing wrong with the products delivered, but you have decided that you no longer need them – i.e. a convenience return*.

*Please note that the right to make a convenience return is subject to limitations which are described further below.

For further information on the details of the policy and what you need to do to claim a refund / replacement, please go to the relevant section below.

Whilst we always strive to deliver your order as requested, sometimes errors occur which result in you receiving an incorrect item, or the wrong quantity (either too many or too few).

If you identify a delivery error, then:

• Please notify our customer service teams within 30 days of delivery using our Returns Request Form.
• To enable us to process the request as quickly as possible, please provide as many details of the discrepancy as possible (e.g. photos).
• Where it’s necessary to return any items to us, we will send you a returns document and instructions on how to ship these back to us at our cost. The original packaging should be used and/or the item securely packaged for safe return (no markings or alterations of original packaging or product should occur).

We check all outbound shipments from our warehouses to ensure that they leave our facilities in good condition. When you receive deliveries, your goods-in teams should conduct basic visual checks of the packages received for signs of obvious damage.

If you find that any packages are delivered in a damaged state, then:

• When accepting the delivery please ensure you note on the carriers paperwork/document that there are damages evident.
• Please notify our customer service teams within 7 days of delivery using our Returns Request Form. (Note: We ask for notification within 7 days to enable us to bring a claim against the transport carrier for damage caused).
• To enable us to process the request as quickly as possible, please provide as many details of the discrepancy as possible (e.g. photos).
• Where it’s necessary to return any items to us, we will send you a return document and instructions on how to ship these back to us at our cost. The original packaging should be used and/or the item securely packaged for safe return (other than any reported damage, no other markings or alterations of original packaging or product should occur).
• A replacement order will be created to ship replacement product to you as quickly as possible free of charge.

In the event that an item does not work or is defective out of the box, or otherwise stops operating to specifications during the warranty period, then:

• Please notify our customer service teams within 30 days of becoming aware of the failure using our Returns Request Form.
• To enable us to process the request as quickly as possible, please provide as many details of the discrepancy as possible (e.g. photos).
• Our customer service team will come back to you promptly with instructions on how the request will be processed:
  • For consumables and low value items, it will normally be the case that we will issue replacement products on a free of charge basis. Where it’s necessary to return any items to us, we will send you a returns label and instructions on how to ship these back to us.
  • For equipment or instruments, it may be possible for the item to be repaired. In this case, our customer service team will contact you and will organise a convenient time for our repair engineers to visit.

We understand that sometimes you may order items that you then decide that you no longer require. As an additional convenience for our customers, we accordingly offer a convenience return service allowing you to return unwanted products in return for a refund.

• Please notify our customer service teams within 60 days of delivery using our Returns Request Form. Return requests made outside of this 60 day period are not accepted.
• All convenience returns are subject to a handling fee of 15% (minimum of £25/€25 or local equivalent) per line.
• Please be aware that not all items are eligible for this convenience return service. We are only able to accept convenience returns for items which can be returned to stock and sell to other customers. For this reason, the following items are not eligible for this service:
  • Products which have been discontinued from our range*
  • Products which have been customised to your requirements (e.g. factory fitted options)
  • Products that must be shipped / stored under special temperature conditions (e.g. refrigerated, cold chain packaging)
  • Products which have a too short shelf life and which are expired
  • Products which are used, damaged, or defaced (any marking on original product packaging)
  • Reagents, diagnostics, chemicals, sterile or medical products.
  • Products which are not part of our stocked range**, one-off items sourced specifically at your request ***, or items which have been identified on our web page as a non-returnable item****.
  • Our customer service team will come back to you promptly with instructions on how the request will be processed.
  • Where it’s necessary to return any items to us, we will send you a returns document and instructions on how to ship these back to us. The authorised return must be shipped to the relevant Distribution Centre within 15 days of issue. You are responsible for the costs of transporting the item back to us. Any items returned are to be in a new, unused condition, and in original packaging including labelling and fit for resale.
  • Once we receive the item back in our warehouse and checked for condition, a credit note will be issued to your account. The credit will be equal to the value of the invoiced item, less the handling fee.

* in the event an item is discontinued, this will normally be shown on our website within 24 hours. Discontinuations may occur where the manufacturer removes the product from its range.
** stock items can be identified from our website on the relevant product page (see the “Quantity & Availability” section). Non-stocked items will display an expected delivery date and not an available quantity.
*** these are items that are not part of our standard range, but which we may agree to source for you as a one-off accommodation. These are referred to as “Third Party Products” or “TPP”
**** these are items which will fall under one of the exemptions mentioned, or may also be due to external factors, such as supply chain controls, manufacturing controls, shipping restrictions are exempt from convenience return policy; for user convenience these products are identified on our web pages as non-returnable items.