Return & Refund Policy
Last Updated: October 20, 2025
Cancellation
Cancellation prior to order process and shipment. Customers may cancel an order prior to pickup by Designated Shipper at Direct2Lab's shipping point. In such case, no payment will be due.
Orders in process may not be changed except with Direct2Lab's written consent and upon agreement by the parties as to an appropriate adjustment in the purchase price therefor.
In case of cancellation, customers will bear the shipping risk if the customer paid shipping cost for receiving the product. Otherwise, the customer will be charged for shipping when returning. The customer will be charged for returned products, which are classified as defective as a result of incorrect or interrupted cooling or for other reasons at the discretion of Direct2lab.
Return
Before returning any item, contact Direct2Lab for Returned Goods Authorization (RGA) at support@direct2lab.com. Returns must be authorized by a Direct2lab Customer Service Representative and must include the following information:
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Customer name and address
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PO (Purchase Order Information)
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Order number
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Date of invoice
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Catalogue number(s) being returned and quantity
Credit will not be allowed for products returned without the prior written consent of Direct2Lab.
We accept returns of unused, unopened items in original packaging within 30 days of delivery. If your return is accepted, Direct2Lab will send you a return shipping label, as well as instructions on how and where to send your package. The products must be returned in the original or or equivalent packaging, prepay shipping charges, and insure the shipment or accept the risk if the item is lost or damaged in shipment.
Once a Returned Goods Authorization (RGA) has been issued, customers have 14 days to ship the product back to the required location. Each shipment must reference the RGA number. Items sent back to us without first requesting a return will not be accepted.
If the return is due to Direct2lab's error (e.g., wrong item shipped), return shipping costs are covered by Direct2lab, otherwise, customers need to cover the shipping cost.
In addition, Direct2Lab reserves the right to charge the customers the list price for missing components or subassemblies when incomplete items are returned to Direct2Lab. Authorized returns of any unused items which are free from material defects to Direct2Lab, in its sole discretion, may be subject to a twenty percent (20%) restocking charge.nIf a replacement order for equal or greater value is made, the restocking fee will be waived.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@direct2lab.com.
