Lancetech Limited Return Policy
At Lancetech Limited, we are committed to supplying high-quality products. We understand that, in exceptional circumstances, a product may be faulty, defective, damaged or unsuitable for the original agreed requirements. This policy explains how returns, replacements, repairs, credits and business restocking requests are handled.
1. SCOPE OF THIS POLICY
This policy covers:
- Products believed to be faulty, defective or incompatible with the original requirements.
- Products damaged during transport arranged by Lancetech or an approved courier.
- Products covered by a manufacturer’s warranty.
- Business-to-business restocking returns where correctly supplied goods are no longer required.
The restocking-return provisions apply only to goods sold directly by Lancetech to another business. They do not affect any contractual right to return defective products or make a valid warranty claim.
This policy should be read alongside the applicable Lancetech Trade/B2B Terms and Conditions of Supply or Website Terms and Conditions of Sale.
2. RETURN AUTHORISATION
All returns require prior approval from Lancetech.
Once a return is approved, Lancetech will issue a Customer Complaint, Claim or Returns Authorisation number. This number must:
- Be clearly displayed on the outside of the returned package.
- Be quoted in all correspondence relating to the return.
Goods returned without an authorised return number will not be accepted.
To request approval, please contact our customer care team by telephone or use the Returns Form available on our website. Lancetech reserves the right to approve or refuse a return depending on the individual circumstances and any applicable restrictions.
3. BUSINESS RESTOCKING RETURNS
A restocking return is a request to return goods that were correctly supplied and are no longer required.
Restocking returns are accepted only with prior written approval. Approval is discretionary and depends on the condition, type and source of the product.
All approved restocking returns must be received by Lancetech within 28 days of the original delivery date.
4. CONDITION OF RETURNED GOODS
To qualify for a restocking return, the product must be:
- Brand new and unopened.
- Unused and undamaged.
- In an “as new” and resalable condition.
- Returned with all original packaging and labels intact.
Everything originally supplied with the product must also be returned, including:
- Accessories and components.
- Certificates and documentation.
- User manuals.
- Operator manuals.
- Original packaging.
Products should be returned in their original packaging wherever possible.
5. RESTOCKING AND ADMINISTRATION CHARGES
Lancetech may charge for restocking, handling, administration and shipping where a returned product was correctly supplied and is free from defects.
For standard stock products, the restocking charge is:
20% of the invoiced product price, excluding VAT, subject to a minimum charge of £25 for each return shipment.
For goods invoiced in euros, the minimum charge is €25 per return shipment.
Customers will be informed of applicable charges before the return is accepted.
6. NON-STANDARD AND SPECIAL-ORDER PRODUCTS
Non-standard products purchased specifically from a supplier cannot normally be cancelled or returned.
A return may be considered only where Lancetech is able to cancel the corresponding order with its supplier. Where the supplier accepts the cancellation or return, the customer will be responsible for:
- Lancetech’s applicable restocking charge.
- The supplier’s administration charges.
- The supplier’s restocking charges.
- Any other applicable handling or return costs.
Lancetech will inform the customer of these charges before approving the return.
7. CUSTOM-MADE AND ADAPTED PRODUCTS
Products that have been customised, personalised, modified or adapted to meet a customer’s requirements cannot be cancelled once the contract is in place.
These products are not eligible for a business restocking return, regardless of whether the packaging remains unopened.
8. PRODUCTS EXCLUDED FROM RESTOCKING RETURNS
Restocking returns will not be accepted for:
- Customised, personalised, altered or customer-specific products.
- Products that Lancetech no longer sells.
- Products that were not purchased directly from Lancetech.
- Temperature-controlled products.
- Used or damaged products.
- Outdated, shelf-worn or defaced products.
- Chemicals.
- Reagents.
- Medical products.
- Diagnostic products.
- Hazardous products.
- Sterile products.
- Expired products.
- Products with an expiry date too close for Lancetech to resell them as new.
These exclusions apply to discretionary restocking returns and do not remove any separate contractual rights relating to faulty products or valid warranty claims.
9. DECONTAMINATION CERTIFICATE
All returned equipment must be accompanied by a completed Decontamination Certificate in a form acceptable to Lancetech.
Equipment returned without an acceptable Decontamination Certificate will be rejected.
10. INSPECTION, REPLACEMENT AND CREDIT
All returned products will be inspected after they are received.
Where applicable, Lancetech will arrange a replacement after inspection. If any issue or discrepancy is identified, Lancetech will contact the customer and arrange the appropriate credit or billing adjustment.
For an approved restocking return, Lancetech will normally credit the customer’s account with the invoiced value of the returned goods after deducting:
- The applicable restocking charge.
- Supplier charges, where applicable.
- Collection charges.
- Any other charges permitted under this policy.
Receiving a returned product does not automatically mean that the return or credit has been approved. Final approval is subject to inspection and compliance with this policy and the applicable trading terms.
11. PRODUCTS DAMAGED IN TRANSIT
Lancetech will arrange the repair or replacement of eligible products damaged during transit where the goods were shipped using:
- Lancetech’s transport service; or
- A courier approved by Lancetech.
Lancetech does not accept liability for damage occurring while goods are transported by the customer or through transport independently arranged by the customer.
12. COLLECTION CHARGES
Where Lancetech agrees to collect an approved restocking return from the customer’s premises, a collection charge will apply unless otherwise agreed in writing.
The collection charge will normally be equal to the standard delivery charge for the relevant goods, based on Lancetech’s current rates. This is payable in addition to any applicable restocking or administration charges.
13. FAILED COLLECTION ATTEMPTS
The customer must ensure that authorised return goods are correctly packaged and available when collection is arranged.
Where two collection attempts fail for reasons attributable to the customer, an additional charge will apply to any subsequent collection attempt.
Lancetech’s Customer Returns Policy currently specifies a charge of £15 for each subsequent collection attempt. The charge does not apply where the collection failure was caused by Lancetech.
14. WARRANTY PRODUCTS
Products covered by warranty must normally be returned to Lancetech for repair or replacement in accordance with the manufacturer’s specifications and warranty conditions.
Exceptions may apply where the product’s size, design, installation or operating environment requires:
- Field service at the customer’s location; or
- Direct return to the original equipment manufacturer.
Lancetech will advise the customer of the appropriate warranty procedure.
CONTACT US
Questions, comments and requests regarding this return policy are welcomed and should be addressed to our customer care team at Lancetech Limited, 6 Sevenways Parade, Woodford Avenue, Illford, IG2 6XH, or contact us by email at: info@lancetechltd.com.
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