Returns & Exchange

 

 

​At Supply The Brand Inc., we strive to ensure customer satisfaction with every purchase. Our Return and Exchange Policy outlines the procedures and conditions for returning or exchanging both new and pre-owned lab equipment.
 

General Guidelines
 

1. Eligibility for Returns:

   • Returns are accepted within 30 days of delivery for new equipment and 15 days for pre-owned equipment.

   • Items must be in the same condition as received, with no damage, alterations, or missing components.

   • Proof of purchase (e.g., receipt or order confirmation) is required for all returns or exchanges.

2. Non-Returnable Items:

   • Customized or special-order equipment.

   • Items marked as “final sale” or “non-refundable.”

   • Equipment that has been significantly used, damaged, or modified after delivery.

3. Inspection and Approval:

   • All returned items will undergo inspection to verify their condition.

   • Refunds or exchanges will be processed only after approval.

 

Return Process

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1. Request a Return Authorization (RA):

   • Contact our Customer Support team at sales@supplythebrand.com.

   • Provide details about the item, order number, and reason for the return.

2. Prepare the Return:

   • Repack the item securely using the original packaging or equivalent materials.

   • Include all accessories, manuals, and components.

   • Clearly label the package with the RA number.

3. Shipping the Return:

   • Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., incorrect or defective item).

   • We recommend using a trackable shipping method for your protection.

 

Exchanges

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• Exchanges are subject to the availability of the desired replacement item.

• If the replacement is unavailable, you may choose a refund or store credit.

 

Refund Policy

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• Refunds for approved returns will be processed within 7-10 business days after inspection.

• Refunds will be issued to the original payment method or as store credit, based on customer preference.

• Shipping fees are non-refundable, except for returns due to our error.

 

Pre-Owned Equipment Specifics

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• Pre-owned items are eligible for return or exchange only if they arrive defective or do not match the description provided at the time of purchase. Their is a 5 day return window from day of delivery to file a claim.

• All pre-owned items are sold "as is," and any signs of wear or minor imperfections will not qualify as defects.

 

Contact Us

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If you have any questions or concerns about our Return and Exchange Policy,
please contact us at:

Phone: 802-277-0782
Email: sales@supplythebrand.com
 

At Supply The Brand Inc., we are committed to providing a smooth and transparent return process for all our valued customers.