Returned Goods 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, inability to deliver via the service level you requested, or concealed freight damage.  Late reporting may impact our ability to hold third-party shipping partners accountable for freight damage, leaving us without recourse. Inspecting at the time of delivery and reporting on time protects your investment. Please plan for proper receipt of goods.  

SHIPPING AND CONCEALED DAMAGE 

Please refer to the K2 Scientific’s Receipt of Goods Policy (Above) 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.   

IMPORTANT: 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 the 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 Scientific to hold the shipping partner responsible for the damage that occurs in transit and therefore voids your shipment protection and possibly 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 hassle-free delivery. Special handling instructions shall apply if a unit ships and will not fit through your doors upright. 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 before the start-up.  

GENERAL POLICY  

We accept returns within 30 days if it is the result of:

  1. The wrong item being shipped

  2. The item is defective.

You should expect to receive your refund within four weeks of giving your package to the return shipper; however, you will receive a refund more quickly in many cases. This period includes the transit time for us to accept your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). If you need to return an item, please call or email [email protected] with your order number and details about the product you would like to return.  We will respond promptly with instructions on how to return items from your order. 

 

ORDER CANCELATION  

If you have issued a Purchase Order, you must formally cancel in writing before shipment if you need to cancel your order.  Your order is 100% refundable until the unit ships if you have purchased via credit card. You must have written acknowledgment from K2 Scientific indicating your cancellation has been received for credits to apply.  Credit amounts apply once the order has shipped, as shown below in the Credit Amount section.  You must have written acknowledgment from K2 Scientific indicating your cancellation has been received for credits to apply.   

MERCHANTABLE CONDITION

The merchantable condition will be determined by the ability to return the item to its inventory for resale in the ordinary course of business without special preparation, testing, handling, or expense. Additionally, the customer may be asked to complete the applicable written certifications specified on the Distributor’s Ongoing Assurance (OGA) form for each returned product.  
The following represent non-returnable items:  

  • Any item used or opened is only partially complete, stickered, marked, damaged, defaced, or is without all original packaging, labeling, package inserts, or operating manuals.
  • Products purchased from other wholesalers or other sources.
  • Any item purchased on a “special order” basis, including non-stock orders, drop shipments and, specific items with pre-paid deposits. 
  • Any order stated as canceled that does not have written confirmation of receipt of cancellation by K2 Scientific. 

Note: Product returned under 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.  

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 that 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 AMOUNT  

Credit for authorized returns will be issued upon receipt of product and verification of return eligibility. The type of return determines the credit amount to be given. Shipping charges shall apply for any return not related to warranty or documented shipping damage.  Restocking fees will apply as follows:  

  • Authorized Saleable, with the original packaging intact including pallet and attached strapping:  100% of the purchase price if returned within ten (10) days from the date of return shipment document receipt.    
  • Authorized Saleable, repackaged by the customer or at customer expense by K2 Scientific:  75% of the purchase price, pending unit inspection upon return. Item must be returned within ten (10) days of delivery.   
  • Authorized Return Expired:  65% of the purchase price if received at the K2 Scientific Warehouse within thirty (30) days of receipt or return shipping documents. 
  • Unauthorized Return:  No credit shall be issued.  No credit shall be for goods returned thirty (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.   If reported and documented concerns cannot be validated upon inspection, charges may apply.    

RETURN OR CANCELATION: 

Is your order still awaiting shipment? Individual orders that do not require a deposit on order 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 (888) 229-1618 for assistance with your cancellation.  Email your cancellation request to [email protected] 

HOW TO RETURN PURCHASED ITEMS TO K2 – STEP BY STEP GUIDE

  1. Log in to your account on the K2 Scientific Website.
  2. Click “My Orders” on the left-hand side of the page.
  3. Click “View Order.”  Orders are listed by order number.  Be sure to select the correct order for the return.
  4. Click “Return” and enter details for the return
  5. Click “Add Item to Return.”
  6. Click “My Return” in the left-hand menu to view the status of your return.