For the fastest response and detailed communications, please submit a service request at support.lwscientific.com for all return situations below. All returns MUST include a service ticket number. Returns received by LW Scientific without a service ticket number will be refused and will be returned to the shipper at the shipper’s expense.
Items Ordered in Error
Items ordered in error may be returned within 30 days from invoice date for credit less a 15% restocking charge. Returns from 30-90 days from invoice date will be subject to a 25% restocking charge. LW Scientific reserves the right to approve or deny product returns beyond 30 days from the invoice date. The return MUST have a service ticket number before it can be returned and must be packaged 100 percent complete and contain all of the original manufacturer boxes with the original UPC code and packing materials, all manuals, blank warranty cards, accessories, and any other documentation included with the original shipment. There may be additional charges for missing items and/or damage. Shipping charges on returned items are the customer’s responsibility, and the original shipping charges will not be refunded on returned items.
Items Shipped Incorrectly
Items shipped incorrectly by LW Scientific will be replaced promptly with the correct items at no cost to the customer, and a return label and service ticket number will be provided for the incorrect items to be returned. Please ensure the items are returned in brand new condition within 15 days.
Items Damaged in Shipping
If you receive damaged merchandise, it is best to REFUSE it back to the carrier attempting delivery. If you accept the package, take several photos and make sure the damage is noted on the carrier's delivery record in order for LW Scientific to file a damage claim. Save the merchandise AND the original box and packing it arrived in. Notify LW Scientific immediately to arrange for a carrier inspection and a pickup of damaged merchandise. If you do not notify LW Scientific of damaged goods within the first 15 days of arrival, our regular return policy will override any claim of damage and will fall under all current manufacturer restrictions.
Defective New Items
If a brand-new item is received defective, LW Scientific will determine the fastest resolution which may include technical help, replacement parts, or replacement equipment shipped promptly at no cost to the customer. LW Scientific will provide a return label and service ticket number for the defective item to be returned. LW Scientific will require a credit card prior to shipping any replacement equipment. The credit card will not be charged unless the defective item is not returned to LW Scientific within 30 days.
For defective equipment within the warranty period, LW Scientific will determine the fastest resolution which may include technical help, replacement parts, or repair at LW Scientific in Lawrenceville, Georgia. LW Scientific will provide a return label and service ticket number if the defective item needs to be returned.
For defective equipment outside of the warranty period, LW Scientific will determine the fastest resolution which may include technical help, replacement parts, or repair at LW Scientific in Lawrenceville, Georgia. LW Scientific will provide a return label and ticket number if the defective item needs to be returned. For out-of-warranty items shipped to LW Scientific, there will be a non-refundable $70 inspection fee. Upon approval of the repair ticket, a credit card number will be obtained to cover the inspection fee. Items will be inspected by an LW Scientific service technician and a repair estimate provided. If LW Scientific does not receive a response (accept or decline) to the repair estimate within 45 days, the unit will be returned to the address on the service ticket or scrapped at LW Scientific’s discretion.
Shipping Your Return
Please package your return appropriately to prevent damage and note the service ticket number clearly on the outside of the carton. For your protection, we strongly recommend you fully insure your return shipment in case of loss or damage. Please use a carrier that can provide you with proof of delivery. If you have any questions or need personal help over the phone, call 800-726-7345 to speak to a Product Support Specialist or Service Technician.
To submit a service request, navigate to support.lwscientific.com