Refund and Returns Policy for Real Lab Supply

Last Updated: March 1, 2026

1. Introduction and Our Commitment to You

At Real Lab Supply, we understand that purchasing laboratory equipment, consumables, and scientific instruments is a significant investment in your research, business, or educational outcomes. Unlike consumer retail, where a "change of heart" is simple, lab equipment involves technical specifications, calibration, and stringent quality standards.

We are committed to providing you with high-quality products that meet rigorous performance standards. However, we also recognize that sometimes a product isn't the right fit for your specific application, or your project requirements change.

This Refund and Returns Policy is designed to be transparent, fair, and legally compliant. It aims to protect you, the buyer, from financial loss due to faulty goods, while simultaneously protecting Real Lab Supply from the logistical and financial burdens of frivolous returns, "try-and-buy" schemes, and the devaluation of returned scientific equipment. By clearly outlining the process, we hope to build a relationship of trust and long-term partnership.

2. Key Definitions

To ensure we are on the same page, please review the following definitions used throughout this document:

  • "Buyer," "You," "Your": The individual or entity purchasing the product(s) from Real Lab Supply.

  • "Seller," "We," "Us," "Our": Real Lab Supply.

  • "Product(s):" Any laboratory equipment, instrument, consumable, chemical, or accessory purchased from our website or sales channel.

  • "Original Condition": The product must be in the same state as when it was delivered. This includes being unmodified, free of scratches or damage, with all protective plastics intact, and including all original manuals, cables, accessories, and packaging. For consumables, "Original Condition" means the outer box seal is unbroken.

  • "Return Merchandise Authorization (RMA): A unique number issued by Real Lab Supply authorizing the return of a product. Returns accepted only with a valid RMA.

  • "Restocking Fee": A percentage deducted from the refund amount to cover the costs of inspection, testing, cleaning, repackaging, and inventory management associated with returned goods .

  • "Final Sale": Items that cannot be returned for a refund or exchange, unless faulty due to manufacturing defect covered under warranty.

3. The 30-Day Standard Return Window

We want you to be completely satisfied with your purchase. If you are not satisfied for any reason, you may initiate a return for a refund or exchange within 30 calendar days from the date of delivery.

  • Start Date: The 30-day clock begins on the day the tracking information shows "Delivered."

  • Late Returns: Returns requested after the 30-day window will be rejected and the product returned to the buyer at the buyer's expense, or disposal may be instructed if return shipping is not feasible .

  • Extended Holiday Window: For orders placed between November 1st and December 31st, our return window is extended to January 31st of the following year. This accommodates the holiday season and grant-cycle delays .

4. Eligibility Conditions for Returns

To be eligible for a return, the following conditions must be met in full. Real Lab Supply reserves the right to inspect all returned items and deny refunds if these conditions are not satisfied.

4.1 Condition of Goods

  • Unused or Like-New: The item must not have been installed, used, or subjected to any testing beyond a basic visual inspection. Signs of use, such as scratches, sample residue, buffer spills, or wear on moving parts, render the item ineligible.

  • Original Packaging: The product must be returned in its original packaging. This packaging must be placed inside a suitable shipping box (overbox). We cannot accept returns where the original manufacturer box is written on, damaged by adhesive labels, or used as the external shipping container.

  • Inclusion of All Components: All accessories, manuals, software CDs, power cords, adapters, and free gifts (if applicable) must be included. Missing items will result in a deduction from the refund or a rejection of the return.

4.2 Proof of Purchase

  • A receipt, packing slip, or order confirmation email is required to process the return.

5. Non-Returnable Items (Final Sale Goods)

Due to the nature of scientific supplies, certain categories of products are exempt from our standard return policy and are considered Final Sale. These include:

  • Custom or Special Order Items: Products configured or ordered specifically for your project (e.g., custom glassware, modified instruments, private label goods) .

  • Refurbished or "As-Is" Equipment: Products sold as refurbished or "as-is" are covered only by a specific warranty (see Section 10) but cannot be returned for a refund due to change of mind.

  • Consumables and Perishables: Chemicals, reagents, antibodies, enzymes, assay kits, gloves, and other single-use items. These cannot be returned due to safety, stability, and contamination risks .

  • Software and Digital Products: Once software licenses are activated or digital products are downloaded, they are non-returnable.

  • Biohazardous or Contaminated Goods: Any product that has come into contact with biological, chemical, or radioactive materials. By law and safety standards, we cannot accept these returns.

  • Clearance or Closeout Items: Items purchased under a "Clearance" or "Final Sale" banner.

6. Restocking Fees and Shipping Costs

To maintain competitive pricing and cover the administrative and logistical costs of processing returns, the following financial terms apply:

6.1 Restocking Fee

  • Standard Returns (Change of Mind): A 25% restocking fee will be deducted from the refund amount. This covers the necessary inspection, functionality testing, cleaning, and repackaging required to return high-precision equipment to saleable stock .

  • Defective or Incorrect Items: If the return is due to our error (wrong item shipped) or a verified manufacturing defect, the restocking fee is waived.

  • No Restocking Fee for Orders over $10,000: For loyal customers returning high-value capital equipment (over $10,000) within 14 days, we may waive the restocking fee as a one-time courtesy, provided the equipment is in pristine, resalable condition.

6.2 Shipping Costs

  • Return Shipping: The buyer is responsible for the cost of return shipping for change-of-mind returns. We recommend using a trackable carrier, as we cannot issue refunds for items lost in transit on their way back to us .

  • Original Shipping: The original outbound shipping charges are non-refundable. If you received free shipping on your order, the actual cost we incurred to ship the product to you will be deducted from your refund .

  • Prepaid Labels (for Defective Returns): For verified defective or wrong-item returns, Real Lab Supply will provide a prepaid shipping label via email.

7. The Return Process (Step-by-Step)

Following the correct procedure ensures your return is processed quickly and efficiently.

Step 1: Request Authorization

  • Log into your account on reallabsupply.com or contact our customer service team at returns@reallabsupply.com within the 30-day window.

  • Provide your order number, the item SKU, and the reason for the return.

Step 2: Receive RMA Number

  • Within 1-2 business days, we will respond with a Return Merchandise Authorization (RMA) number and specific return instructions.

  • Important: This RMA number must be clearly written on the outside of the shipping box. Packages without an RMA number will be refused upon delivery .

Step 3: Prepare the Shipment

  • Securely package the item in the original packaging.

  • Include a copy of the packing slip or the RMA confirmation email inside the box.

  • Ensure the item is decontaminated. If the item was used in a lab setting, a signed Certificate of Decontamination must be included .

Step 4: Ship the Item

  • Ship the package to the address provided in your RMA email.

  • We strongly advise using a carrier with tracking and purchasing insurance for the full value of the item.

Step 5: Inspection and Refund

  • Once received, our quality assurance team will inspect the item (usually within 3-5 business days).

  • Upon approval, the refund will be processed minus any applicable restocking and shipping fees.

8. Refund Timelines and Payment Methods

We strive to process refunds as quickly as possible.

  • Inspection Period: Up to 5 business days after delivery to our warehouse.

  • Refund Processing:

    • Credit Card Payments: Refunds will be issued to the original credit card. It may take 5-10 business days for the bank to post the credit to your account, depending on your financial institution .

    • PayPal / Digital Wallets: Refunds are issued to the original account and are typically instantaneous, though they may take up to 48 hours to appear.

    • Purchase Orders / Bank Transfers: Refunds for wire transfers or checks will be issued via company check and mailed to the billing address. This process may take up to 14 business days.

  • Partial Refunds: Partial refunds may be granted (or full refunds denied) in specific cases, including:

    • Returned items with missing accessories or damaged packaging.

    • Items returned with obvious signs of use or wear .

    • Items returned after the 30-day window.

9. Damaged, Defective, or Incorrect Shipments

If your order arrives in unacceptable condition, we need to act quickly.

9.1 Visible Damage (Shipping Damage)

  • Immediate Action: If the outer box is crushed, torn, or shows signs of rough handling, you must note the damage on the delivery receipt before signing for it, or refuse the delivery entirely.

  • Concealed Damage: If damage is discovered only after opening the box, you must contact us within 48 hours of delivery.

  • Process: Take clear photographs of the damaged box and product. Email these to claims@reallabsupply.com. We will arrange for a replacement or return at no cost to you .

9.2 Defective Upon Arrival (DOA)

  • If the product does not work out of the box, contact us immediately. We will troubleshoot. If confirmed defective, we will issue a pre-paid return label. You have the option of a full refund or a replacement.

9.3 Incorrect Item

  • If we shipped the wrong item, we cover all shipping costs to return the incorrect item and send the correct one. No restocking fees apply.

10. Warranty Repairs vs. Returns

It is important to distinguish between a "return for refund" and a "warranty claim."

  • Manufacturer's Warranty: Most of our equipment comes with a manufacturer's warranty (typically 1 to 3 years) covering defects in materials and workmanship .

  • What the Warranty Covers: Repair or replacement of the unit (at our discretion) if it fails during the warranty period under normal, specified use.

  • What the Warranty Does NOT Cover:

    • Damage caused by misuse, accidents, or improper voltage.

    • Normal wear and tear (e.g., bulbs, gaskets, fuses).

    • Consumables.

    • Damage incurred during shipping to us for a warranty repair.

    • Products modified or repaired by a third party not authorized by Real Lab Supply .

If your product is beyond the 30-day return window but within the warranty period, you must file a warranty claim, not a return.

11. Order Cancellations

  • Cancellation Before Shipping: If you cancel your order before it has been picked and packed, we will issue a full refund with no penalty.

  • Cancellation After Shipping: Once the item has shipped, the order is subject to our standard 30-day return policy. If you refuse the package, the item will be returned to us. Upon receipt, we will process a refund minus the 25% restocking fee and all outbound and return shipping costs .

  • Custom Orders: Cancellation of custom-built items is not possible once production has begun.

12. Return Abuse, Fraud, and Policy Enforcement

To keep costs fair for all customers, Real Lab Supply actively monitors return patterns.

12.1 Definition of Abuse

  • Wardrobing: Purchasing equipment for a short-term project with the intent to return it immediately after use .

  • Returning Used Items: Attempting to return clearly used or worn-out products as "new."

  • Incomplete Returns: Returning boxes missing major components to claim a refund.

12.2 Consequences
Real Lab Supply reserves the right to deny service, block future purchases, or refuse refunds to any customer who demonstrates a pattern of return abuse. We utilize data tracking to identify serial returners. If a return is deemed abusive, we will hold the items at our warehouse and notify the buyer that they must arrange for collection of their property; no refund will be issued .

13. International Returns and Customs

Returns from outside the originating country are complex.

  • Responsibility for Duties and Taxes: Real Lab Supply is not responsible for import duties, taxes, or customs brokerage fees incurred on returned goods. These costs will be deducted from the refund amount if applicable .

  • Shipping Costs: The buyer is responsible for the cost of shipping the item back to our international returns center (or designated facility).

  • Declarations: The buyer must accurately declare the package as a "Returned Goods" to avoid additional customs charges.

14. Contact Information

If you have any questions regarding this policy or need assistance with a return, please contact us. We are here to help.

Real Lab Supply Customer Service