Return Policy

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Return Policy

Being an authorized distributor of multiple brands, we depend on the manufacturers return policy. The manufacturers may have varying return policies for their respective brands. Additionally, certain items within a brand might be categorized as non-returnable, while others could have specific return periods and conditions.

Before initiating a return request, please make sure to check the product listing page to verify if the item is eligible for return.

Returns can be requested within 14 days from the date the order was delivered unless otherwise specified on the particular product page. If a product has a specific return period, it will be indicated below the product description. Return requests submitted after the specified return period may not be accepted.

Customers are expected to adhere to any special conditions mentioned on the product listing page while returning items. Failure to comply with these conditions may result in the manufacturer and Prime Lab Med accordingly being unable to process the return request.

We appreciate your understanding and cooperation in following these guidelines to ensure a smooth return process.

Wrong, NOT Wanted, Non-Defective Products

Please review the compatibility and technical information carefully BEFORE placing any orders. We suggest you verify all specifications with the manufacturers’ web sites before placing any orders. In case of any questions, please Contact Us.

Prime Lab Med will not be liable if you order the wrong products. We do our best to provide our customers with complete and accurate product descriptions. However, it is your responsibility to ensure product compatibility.

Please note that not every item sold on our website is eligible for a return. For further details, please refer to our Products that are NOT Returnable policy.

How to Return an Item

Request RMA
1. Returns can be requested within 14 days from the date the order was delivered, unless otherwise specified on the particular product page. Your request will be reviewed upon receipt and if approved, you will receive your RMA number and return shipping instructions.
  Note: Please do not ship your order back until you receive your RMA number and return shipping instructions.
2. To request an RMA number, please email the following information to info@PrimeLabMed.com:
  - Prime Lab Med Sales Order Number;
  - Manufacturer’s part number;
  - Product serial number;
  - Number of items to return;
  - Your email address and contact phone number;
  - Reason for your return;
  - Return type: refund or exchange.
Receive RMA
1. Once approved, you will receive an email with your RMA number and shipping address for returns.
Pack
1. Repack the item in its original package or include the original package with the item in another box. All items must be unassembled and re-packaged in the way they were received.
2. Please pack the items to prevent damage in transit and keep the product's packaging in its original condition.
3. All products being returned must be 100% complete, in a new, re-sellable condition, with the original software, components, cables, documentation, manual(s) and accessories.
4. Customer should prominently display the RMA number on the outside shipping boxes containing the item to be returned. The original product carton should not be defaced by marks or tape.
Ship
1. Please do not ship returns to Prime Lab Med address. Products sold on our website may only be returned to the shipping address specified in the return shipping instructions. We will not be responsible for the additional costs associated with the reshipping, insurance, and address correction if the return is received at Prime Lab Med address.
2. All returns should be sent "Pre-Paid" and fully insured for the invoice amount against damage or loss. All returns should be sent only via UPS, FedEx or DHL carrier with signature confirmation, tracking, and insurance. Please email us with the Tracking Number for your returns.
Testing & Inspecting
1. Once received, your return will be inspected and tested. Please allow 1–2 weeks for determination to be made if eligibility requirements are met for refund or exchange.
Refund
1. In case you return an item for a refund, a restocking fee of up to 30% may be applied. The restocking fee is deducted from the original invoice price less any shipping costs that were incurred (the original shipping cost for products with free shipping included).
2. Refunds can be processed upon receipt and inspection of the returned item. It may take 24-48 hours for the refund to be processed and approximately 3 business days for the refund amount to be credited to your payment account.
3. A refund will be issued using the original payment method. If the original payment method is no longer available, we will contact you with alternative options.
Exchange
1. In most cases, when returning an item for an exchange, a restocking fee of up to 30% may be applied. The restocking fee can be reduced or waived on a case-by-case basis.
2. The restocking fee is deducted from the original invoice price less any shipping costs that were incurred (the original shipping cost for items with free shipping included). Once the return is received, inspected and approved, and the exchange product is shipped, you will receive an email with the tracking number.
Refused Shipments
1. If shipments are refused because the product is no longer wanted or not picked up by the customer after shipping courier’s attempts to deliver, a restocking fee of up to 30% may be applied.

Important: For packages with ground shipping couriers attempt to deliver three times. For packages with expedited shipping, only one delivery attempt is made. If you miss these attempts, then couriers will hold your package for 3–5 days. If you fail to collect this package within the set period, it will get returned.

Defective Products Return

To support customers who have received a defective product and complied with our Return Policy and Procedure requirements, Prime Lab Med offers RMA Replacement without a restocking fee.

Please note that this policy is only applicable to the products that are indeed defective. For non-defective items return, please see our Wrong, NOT Wanted, Non-Defective Products policy.

If the product you receive is defective, please request RMA number following the return procedure outlined below.

Important: Make sure to keep the original packaging. We are not able to accept claims for defective products if the original packaging has been discarded.

Request RMA
1. Returns can be initiated within the specific period indicated on the particular product’s page. Once your request is approved, you will be sent your RMA number and return shipping instructions. Please do not ship your order back until you receive your RMA number and return shipping label or return shipping instructions.
  - RMA requests applied for after the specific period indicated on the product listing page is expired must be sent to the product manufacturer directly and considered a warranty case.
2. If you want to request an RMA number, please email the following information at info@PrimeLabMed.com:
  - Prime Lab Med Sales Order Number;
  - manufacturer's part number;
  - product serial number;
  - number of items to return;
  - your email address and contact phone number;
  - a detailed description of the product defect;
  - a few photos if the defect is visible.
Receive RMA
1. Once approved, you will be emailed the RMA number and a shipping label for return.
Pack
1. Repack the item in its original package or include the original package with the item in another box. All items must be unassembled and re-packaged in the way they were received.
2. Please pack the items to prevent damage in transit and keep the product's packaging in its original condition.
3. All products being returned must be 100% complete, in a new, re-sellable condition, with the original software, components, cables, documentation, manual(s) and accessories.
4. Customer should prominently display the RMA number on the outside shipping boxes containing the item to be returned. The original product carton should not be defaced by marks or tape.
Ship
1. Please do not ship returns to Prime Lab Med address. Products sold on our website may only be returned to the shipping address specified in the return shipping instructions. We will not be responsible for the additional costs associated with the reshipping, insurance, and address correction if the return is received at Prime Lab Med address.
2. To ship the defective product back, we will provide a UPS / FedEx shipping label or an account number.
Testing & Inspecting
1. All returns will be inspected and tested upon receipt.
Replacement vs. Refund
1. Defective items will be replaced once the return is received, tested and inspected by the product manufacturer.
2. If the product is found to be faulty or defective, a replacement for the defective item will be shipped.
3. If the product is returned as defective and is found not to be defective, it will be sent back to the customer at the customer's expense. Additional manufacturer inspection fees may apply.
4. If the product is returned as defective and is found to be damaged due to improper installation, improper use or handling, it will be sent back to the customer at customer's expense. Additional manufacturer inspection fees may apply.
5. If the customer chooses not to receive the product exchange but requests a refund, up to 30% restocking fee may apply. In addition, any shipping charges associated with the order will be deducted from the refund (including the original shipping cost for items with free shipping).

Returns due to Our Errors

If Prime Lab Med (or the manufacturer in case of drop shipment) has mistakenly sent you the wrong item, we will correct it. Please E-mail or Call Us and we will promptly correct the errors and reship the correct product at no additional cost to you. We will need you to return the incorrect product following the return procedure outlined below.

Request RMA
1. You can request returns for wrong items within 7 days from the date your order was received. Once your request is approved, you will be sent an RMA number and return shipping instructions or a return shipping label. Please do not ship your order back until you receive your RMA number and return shipping instructions.
  - Please be sure to inspect the item you receive within 7 days. RMA requests applied for after 7 days from the date your order was received may be considered on a case-by-case basis, at Prime Lab Med's discretion.
2. To request an RMA number, please email the following information at info@PrimeLabMed.com:
  - Prime Lab Med Sales Order Number;
  - manufacturer's part number;
  - product serial number;
  - number of items to return;
  - your email address and contact phone number;
  - reason for your return.
Receive RMA
1. Once approved, you will receive an email with your RMA number and shipping address for return.
Pack
1. Repack the item in its original package or include the original package with the item in another box. All items must be unassembled and re-packaged in the way they were received.
2. Please pack the items to prevent damage in transit and keep the product's packaging in its original condition.
3. All products being returned must be 100% complete, in a new, re-sellable condition, with the original software, components, cables, documentation, manual(s) and accessories.
4. Customer should prominently display the RMA number on the outside shipping boxes containing the item to be returned. The original product carton should not be defaced by marks or tape.
Ship
1. Please do not ship returns to Prime Lab Med address. Products sold on our website may only be returned to the shipping address specified in the return shipping instructions. We will not be responsible for the additional costs associated with the reshipping, insurance, and address correction if the return is received at Prime Lab Med address.
2. To ship the defective product back, we will provide a UPS / FedEx shipping label or an account number.
Testing & Inspecting
1. All returns will be inspected and tested upon receipt.
Replacement
1. A replacement can be processed upon inspection and will be shipped at our cost. We will send you an email with the Tracking Number once it is shipped.
2. If the customer chooses not to receive the product replacement but requests a refund, up to 30% restocking fee may apply. In addition, any shipping charges associated with the order will be deducted from the refund (including the original shipping cost for items with free shipping).
Refused Shipment
1. If you refuse delivery for an incorrect item instead of requesting an RMA and following the return procedure outlined above, the shipment will be considered an unauthorized return and subject to the policies thereof.

Returns for products Damaged in Shipping

Please make sure to inspect your packages for any damage at the time of delivery. If the damage is visible, please do not refuse the package as it will be considered an Unauthorized Return. Follow these steps instead:

open the package and check the item(s) for damage;
in case of any damage, please take a few photos of the item(s) and the package;
email us the photos at info@PrimeLabMed.com following the return policy below.

Important: Make sure to keep the original packaging for inspection and investigation. We are not able to accept claims for shipping damage if the original packaging has been discarded.

Request RMA
1. Returns can be initiated within the specific period indicated on the particular product’s page. Once your request is approved, you will be sent your RMA number and return shipping instructions. Please do not ship your order back until you receive your RMA number and return shipping label or return shipping instructions.
2. If you want to request an RMA number, please email the following information at info@PrimeLabMed.com:
  - Prime Lab Med Sales Order Number;
  - manufacturer's part number;
  - product serial number;
  - number of items to return;
  - your email address and contact phone number;
  - a detailed description of the damage;
  - a few photos of the damaged item(s) and the package.
Receive RMA
1. Once approved, you will be emailed the RMA number and a shipping label for return.
Pack
1. Do not throw away or alter any of the product and packaging. It must be in the same condition as it was received in order for us to properly establish that the damage was due to shipping, and not due to some other cause. If the box is severely damaged, please put the damaged package into another secure container for mailing. We are not able to accept claims for shipping damage if any of the packaging or contents have been altered or discarded.
2. All products being returned must be with the original software, components, cables, documentation, manual(s) and accessories.
3. Customer should prominently display the RMA number on the outside shipping boxes containing the item to be returned.
Ship
1. Please do not ship returns to Prime Lab Med address. Products sold on our website may only be returned to the shipping address specified in the return shipping instructions. We will not be responsible for the additional costs associated with the reshipping, insurance, and address correction if the return is received at Prime Lab Med address.
2. To ship the defective product back, we will provide a UPS / FedEx shipping label or an account number.
Testing & Inspecting
1. All returns will be inspected and tested upon receipt.
Replacement vs. Refund
1. Defective items will be replaced once the return is received, tested and inspected by the product manufacturer.
2. If the product is found to be faulty or defective, a replacement for the defective item will be shipped.
3. If the product is returned as defective and is found not to be defective, it will be sent back to the customer at the customer's expense. Additional manufacturer inspection fees may apply.
4. If the product is returned as defective and is found to be damaged due to improper installation, improper use or handling, it will be sent back to the customer at customer's expense. Additional manufacturer inspection fees may apply.
5. If the customer chooses not to receive the product exchange but requests a refund, up to 30% restocking fee may apply. In addition, any shipping charges associated with the order will be deducted from the refund (including the original shipping cost for items with free shipping).
Refused Shipment
1. If you refuse delivery for a damaged package instead of requesting an RMA and following the return procedure outlined above, the shipment will be considered an unauthorized return and subject to the policies thereof.

Products that are NOT Returnable

Not all products can be returned under our standard return policy procedures. Some items are not eligible for return for refund or exchange unless defective.

Please refer to the information in “Return and Warranty” box on the product listing page.

Please see below the list of the products that can not be returned:

Products specially marked “Non-Returnable” on the product listing page. We sometimes can send email notifications letting customers know that the product they are purchasing is non-returnable (even if there was no “Non-Returnable” mark on the product page);
custom made or special order items;
items in which there is wear and tear, damage or visible usage;
if there is no original packaging and/or is missing parts or accessories;
products purchased during closeout sales.

Additional Information

Refund will NOT be Issued if:

RMA number is requested after the return period indicated on the product listing page is expired (RMA requests applied for after the specified return period may be considered on a case-by-case basis, entirely at Prime Lab Med's discretion);
return shipped to the address other than the return address Prime Lab Med provided with the RMA number which resulted in lost package;
returns received without the complete original packaging materials and shipping cartons and/or without the original software, components, cables, documents, manuals and accessories;
items that have malfunctioned due to mishandling, electrical overload, etc;
factory applied serial number has been altered, tampered with, removed from the product or the number is not valid or not legible;
serial number on returned product does not match serial number on record with manufacturer;
authorized return merchandise is not received within the specified period after the RMA number was issued;
returns shipped by customer are lost, stolen or damaged in transit.

Unauthorized Return

An unauthorized return is defined as:

Any package returned without an RMA number or with an invalid, expired or missing/lost/misplaced RMA number;
any package refused by the customer during a delivery attempt;
any package returned if the customer has moved without providing us with the proper shipping address;
any package received later than the specified period from the date of issuing RMA;

Return shipped as Collect Shipment

In most cases unauthorized return will be refused and sent back at customer’s expense and credit or replacement will not be issued. Sometimes unauthorized returns may be considered on a case-by-case basis, entirely at Prime Lab Med's discretion. If Prime Lab Med chooses to accept the return we reserve the right to charge up to 30% restocking fee in addition to any shipping costs associated with the order (including the original shipping cost for items with free shipping).

Refused Shipments

A refused shipment occurs when the customer refuses to accept the package during a delivery attempt.

If a customer refuses delivery by mistake, we will send the package back to customer again at customer’s expense.

If a customer refuses delivery in place of contacting us to obtain proper return instructions - these shipments will be considered an unauthorized return and subject to the policies thereof.

Return Policy Abuse

We reserve the right to refuse a return or exchange on any merchandise that does not meet Prime Lab Med Return Policy requirements. Customers requesting repeated returns will be blocked from making any further purchases. An RMA number does not guarantee your returned items are eligible for a refund, exchange, or replacement.

Manufacturers keep serial numbers on all products. Occasionally, our customers inadvertently return items that were not purchased at Prime Lab Med. We will under no circumstances accept these returns. The items in question will be sent back to the customer at customer's expense with a request to send the correct item within 3 days from the date the product is received. If customer attempts to return items not purchased at Prime Lab Med again, the items will not be returned and the refund for the order and shipping expenses will not be issued.

Changes in Return Policy

We reserve the right to change or update our Return Policy without any previous notice. Be assured that the listed policy at the time of your purchase will apply, even if our policy is revised after your purchase.