Returned Goods and Refund Policy
It is our goal to ship each order accurately. When mistakes happen, we will correct the problem in a timely manner. Take a few minutes to review our policy to ensure our prompt service and your desired positive outcome.
Please report any issues within two (2) business days of receipt. Errors may include shipment of the wrong quantity or type of unit, failure to complete a scheduled pick-up, or concealed freight damage.
SHIPPING AND CONCEALED DAMAGE
Please refer to the K2 Scientific’s Receipt of Goods policy to ensure your shipping protection is not voided. All deliveries require a dated signature by the delivery driver, and your company’s receiving representative on the Bill of Lading.
You must note any damage to the packaging and if the damage to the packaging is severe, you can either complete an inspection while the driver is still there, or you can note the bill of lading that a full inspection is pending due to concern of concealed damage. When damage to the packaging is severe, we recommend refusal of the unit to help speed the replacement process and save you the repackaging effort.
A signed, clean bill of lading removes any ability for K2 to hold the shipping partner responsible for the damage that occurs in transit and therefore voids your shipment protection and the warranty replacement. Do not let your unit go uninspected. Concealed damage must be reported within two (2) business days.
Note: Please make sure you have measured your doorways and space before placing your order to ensure proper fit and pain-free delivery. If a unit ships and will not fit through your doors upright, special handling instructions shall apply If the unit arrives and cannot be delivered because it will not fit through your doorways. The customer is responsible for shipping charges, or any special services required to complete a delivery or pick-up. If a unit must be laid down to be delivered, please notify K2 Scientific for special instructions. The unit must rest upright in the final location for a minimum of 24 hours to allow the refrigerant to settle back to proper positioning for the start-up.
Subject to the terms and conditions of this Returned Goods Policy, product in “merchantable condition” may be returned to the K2 Scientific, if the return request is made within two (2) business days of receipt of the order being delivered.
If you have issued a Purchase Order, you must formally cancel in writing prior to shipment if you need to cancel your order. If you have purchased via credit card, your order is 100% refundable until the unit ships. You must have written acknowledgment from K2 indicating your cancellation has been received for credits to apply. Once the order has been shipped, credit amounts apply as indicated below in the section titled Credit Amount. You must have written acknowledgment from K2 indicating your cancellation has been received for credits to apply.
Merchantable condition will be determined by the ability to return the item to its inventory for resale in the normal course of business without special preparation, testing, handling, or expense. Additionally, for each returned product, the customer must complete the applicable written certifications as specified on Distributor’s Ongoing Assurance (OGA) form.
The following represent items that are non-returnable:
Any item which has been used, or opened, is only partially complete, stickered, marked, damaged, defaced, or is without all original packaging, labeling, package inserts, or operating manuals.
Product purchased from other wholesalers, or other sources.
Any item purchased on a “special order” basis, including non-stock orders, drop shipments and, certain items with pre-paid deposits.
Any order stated as canceled does not have written confirmation of receipt of cancellation by K2 Scientific.
Note: Product returned pursuant to a voluntary or involuntary Manufacturer Recall may have different requirements. In the case of a recall, the Distributor will document any changes to policy specific to that product.
Credit for authorized returns will be issued upon receipt of product and verification of return eligibility. Credit amount to be issued is determined by the type of return. Outbound and inbound shipping charges shall apply for any return not related to warranty or documented shipping damage. Restocking fees will apply as follows:
Authorized Saleable, with original packaging intact including pallet and attached strapping: 100% of purchase price if returned within 10 days from the date of return shipment document receipt.
Authorized Saleable, repackaged by customer or at customer expense by K2 Scientific: 75% of purchase price, pending inspection of unit upon return. Item must be returned within 10 days of delivery.
Authorized Return Expired: 65% of purchase price if received at the K2 Warehouse within 30 days of receipt or return shipping documents.
Unauthorized Return: No credit shall be issued. No credit shall be returned for goods 30 days after the original delivery date.
Any credit due shall be issued after an inspection by the K2 Scientific technical team. The inspection shall occur within five (5) business days of the return reaching the K2 Scientific warehouse. Charges may apply if reported and documented concerns cannot be validated upon inspection.
RETURN OR CANCELATION:
Is your order still awaiting shipment? Individual orders that do not require a deposit are fully cancelable up until the time of shipment. If your unit has not shipped yet, please request a cancellation, not a return. Written cancellation with confirmation from K2 Scientific is required to ensure your unit does not ship and that you will not be held responsible for return fees. Please call K2 Scientific at 800-218-7613 for assistance with your cancellation. If your unit has already shipped, you will need to process a return.
START YOUR RETURN – STEP BY STEP GUIDE
Login to your account on the K2 Scientific Website.
Click “My Orders” on the left-hand side of the page.
Click “View Order.” Orders are listed by order number. Be sure to select the right order for the return.
Click “Return” and enter details for the return
Click “Add Item to Return”
Click “My Return” in the left-hand menu to view the status of your return.