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Returns Information

Please note that Lab World is a business retailing products to the trade and to industry. All transaction are therefore deemed to be business to business sales and are therefore governed by our terms and conditions.

Faulty or Damaged Products

If an item develops a fault caused by a manufacturing or materials defect inside of 12 months, we will be able to exchange the product where possible on a like for like basis. Where a like for like product is unavailable, an alternative product will be offered in exchange or a refund made (the choice of which is at Lab World's discretion) for that product if deemed faulty.

Please note, if an item develops a fault through misuse or user damage, and is not the result of a manufacturing fault or shortfall, we will be unable to exchange or refund your purchase. 

Duplicate Or Incorrect Item

Our dispatch and packing team always do their best to ensure your product reaches you as quickly as possible. In the unlikely event that you receive a duplicate or incorrect item as a result of our error, please let us know immediately and we can make arrangements for returning or collecting the item from you.

How Do I Actually Return My Item(s)?

If your reason for return falls into one of the above categories you will need to contact our Lab World Customer Care Team for a returns authorisation number and details of how and where to return your item. You will receive from our Customer Care Team a returns authorisation number and details on where to return your item(s) to.

Please pack your item(s) securely and include a note within the package with your name, contact details, order number (e.g. LW123456) and the reason for returning the goods, along with the returns authorisation number. Usually the packaging that you received the item in can be used to return in, however sometimes this may not be suitable. Therefore, please use adequate packaging to protect the product. You are responsible for the product until it arrives back with us. 

Please then post the item to the address provided by our Lab World Customer Care Team with your authorisation number. The returns address differs from our business address in most cases so please ensure you contact us for the returns address prior to returning the item. 

When sending an item back to us, it is sent back at your risk until we receive it. We therefore recommend that you send the item back to us using a tracked service with adequate insurance or cover for loss and/or damage to the product. Please use adequate packaging to protect the product. You are responsible for the product until it arrives back with us. 

Some items are excluded from our returns policy on grounds of hygiene or by the very nature of the product. If you would like further information about the returns policy of your product, please call our Customer Care Team on 020 7501 1105 prior to purchasing to avoid disappointment.

A Handy Returns Check list 

Here's a handy returns check list to help make sure you have everything you need before returning your item:

  • Contact us to get your returns authorisation number and the address to return your item to
  • Include a brief note with your item with the following details
    • Returns authorisation number
    • Name
    • Contact details
    • Order number (e.g. LW123456)
    • The reason for returning the goods i.e. the fault that has occurred
  • Package your item securely to avoid damage
  • Send the package back with adequate insurance to the address provided by our Lab World Customer Care Team
  • Retain your proof of posting
  • Wait for your exchange

Do You Test Faulty Items?

Yes, we test every single return. If a returned item is found not to be faulty by our Lab World Customer Response Team we will return the item to you and you will be liable for the postage. Postage costs will vary depending on the size and weight of the item.

If you are unsure if an item is faulty, please call us on 020 7501 1105 as we may be able to help you to fix the problem.

Are Any Items Excluded From The Lab World Returns Policy?

Yes; certain items are non returnable and non refundable on grounds of hygiene, on grounds of being perishable, or due to their expiry date. We are therefore unable to offer an exchange or refund on these products. Examples of products that are non refundable or non exchangeable include any items that are supplied sealed and are unsealed, gloves that have been opened or surgical gloves that have been opened, sterile items and sterile or sealed instruments. This list is not exhaustive.

Items Returned To Us Without a Returns Authorisation Number

If an item is returned to us without a returns authorisation number, this can significantly lengthen the time it takes to process a return. If the item has been sent to the incorrect returns address, this may incur forwarding costs to the correct returns address which may be chargeable to you at our discretion. This can be avoided by following our returns procedure and obtaining a returns authorisation number along with the correct returns address. If an item is sent to us outside of the returns policy and is therefore not eligible for an exchange, a £5 administration fee may be charged for processing the invalid return and the full postage costs, including packing and VAT, will be charged to return the item back to you. 

Items Returned To Us Not Purchased From Lab World

It does happen! If an item is returned to us that has not been purchased from Lab World, but has instead been purchased from another retailer, no refund or exchange of the item can be made. Lab World reserves the right to charge a £5 administration fee for processing the incorrectly returned item, as well as the postage fee for returning the item to the sender. Lab World will contact the sender (if details have been provided) to make them aware of the incorrectly returned item. This situation can be avoided by checking where the item was purchased. If you are unsure of where you purchased the item, please contact our Customer Care Team on 020 7501 1105 and we will be able to check our system to ascertain whether or not the order was placed with Lab World.

Please view our full terms and conditions for further details.

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