4A-02 LabFriend UK Returns and RMA Policy
Applies to: Business customers purchasing from Bishops Scientific UK Limited trading as LabFriend
UK
Customer type: Business-to-business only
Website: www.labfriend.co.uk
1. Purpose of this Policy
1.1 This Returns and RMA Policy explains how business customers may request a return,
replacement, refund, credit, inspection or warranty assessment.
1.2 LabFriend UK supplies laboratory products for business, professional, institutional, research,
testing, industrial, educational and laboratory use only.
1.3 Because many laboratory products may be sterile, contamination-sensitive, safety-critical,
regulated, calibrated, direct-from-supplier, special-order, perishable, hazardous or unsuitable for
resale once supplied, Products may only be returned with our prior written authorisation.
1.4 This Policy forms part of our Business-to-Business Terms and Conditions of Sale. If there is any
conflict between this Policy and our Terms and Conditions of Sale, the Terms and Conditions of Sale
shall prevail.
1.5 In this Policy, “we”, “us” and “our” mean Bishops Scientific UK Limited trading as LabFriend UK.
“You” and “your” mean the business customer purchasing from us.
2. No Return Without Prior Authorisation
2.1 Products may not be returned without our prior written authorisation.
2.2 You must request a return authorisation before returning any Product.
2.3 We may refuse any unauthorised return.
2.4 A return authorisation does not mean that a refund, credit, replacement or repair has been
approved. Returned Products remain subject to inspection, verification and final approval.
2.5 Any Product returned without authorisation may be refused, returned to you at your cost, held
pending instruction, or disposed of where it is unsafe, contaminated, unsuitable for handling or not
commercially reasonable to return.
2.6 You must not return Products using your own carrier, courier, postal service or freight provider
unless we have expressly authorised this in writing.
3. How to Request a Return Authorisation
3.1 To request a return authorisation, you must contact LabFriend UK in writing and provide:
(a) your order number;
(b) invoice number, if available;
(c) Product name and catalogue or SKU number;
(d) quantity affected;
(e) reason for return;
(f) whether the Product has been opened, used, installed, calibrated, handled in a laboratory, exposed
to any sample, chemical, biological material, hazardous substance or contamination-risk
environment;
(g) photographs, where the Product is damaged, incorrect or defective;
(h) batch number, lot number or serial number, where applicable;
(i) delivery note or carrier evidence, where relevant; and
(j) any other information reasonably requested by us.
3.2 We may request additional information before deciding whether to authorise a return.
3.3 Where a return is authorised, we will issue a return authorisation reference and return
instructions.
3.4 You must follow all return instructions provided by us.
3.5 A Product must not be sent back until we have issued written return authorisation and confirmed
the return process.
4. Return Notification Windows
4.1 You must inspect Products promptly on delivery.
4.2 You must notify us in writing of visible damage, delivery shortages or incorrect Products within 3
Business Days of delivery.
4.3 You must notify us in writing of non-delivery within 7 Business Days of the expected delivery date
or invoice date, whichever is earlier.
4.4 You must notify us of any suspected Product defect as soon as reasonably possible after
discovery.
4.5 Discretionary returns requested because of customer ordering error, over-ordering, duplicate
ordering, change of requirement or no longer needing the Product must be requested within 14
calendar days of delivery.
4.6 We may refuse any return request made outside the relevant notification period unless required by
law or expressly agreed by us in writing.
5. Condition of Returned Products
5.1 Returned Products must be:
(a) unused;
(b) unopened;
(c) undamaged;
(d) complete;
(e) in original Manufacturer packaging;
(f) in resaleable condition;
(g) accompanied by all manuals, accessories, certificates, labels, inserts, safety information and
documentation;
(h) securely packaged for return transport; and
(i) returned with the return authorisation reference clearly stated.
5.2 Products must not be returned if they have been opened, used, installed, modified, contaminated,
exposed to laboratory samples or materials, damaged, repackaged, relabelled or handled in a way
that affects safety, traceability, integrity or resale value.
5.3 We may reject or reduce any refund where Products are damaged, used, opened, incomplete,
contaminated, improperly packaged, not resaleable, returned late, returned without documentation,
returned without authorisation or otherwise unsuitable for resale.
6. LabFriend-Controlled Return Collection
6.1 Where a return is authorised, LabFriend UK will normally arrange collection of the Product using
our nominated carrier, supplier return route or logistics process.
6.2 You must not return Products using your own carrier, courier, postal service or freight provider
unless we have expressly authorised this in writing.
6.3 This is necessary because many Products supplied by LabFriend UK may need to be returned
through our approved supplier, fulfilment or Manufacturer return process, including returns to LLG,
Manufacturers or other European supplier locations.
6.4 Using our nominated return process helps ensure correct routing, documentation, handling,
tracking, return authorisation and receipt by the correct return location.
6.5 Collection by LabFriend UK, our carrier, our supplier, LLG or our logistics partner does not confirm
acceptance of the return. Returned Products remain subject to inspection and final approval.
7. Customer Responsibilities Before Collection
7.1 Before collection, you must ensure that the Product is:
(a) approved for return by LabFriend UK;
(b) securely packaged in accordance with our instructions;
(c) in original Manufacturer packaging where required;
(d) complete with all accessories, manuals, certificates, inserts, labels and documentation;
(e) clearly marked with the return authorisation reference;
(f) safe to handle and transport; and
(g) available for collection at the agreed date, time and location.
7.2 If collection fails because the Product is unavailable, incorrectly packaged, inaccessible, unsafe,
incorrectly labelled, missing documentation or not ready for collection, we may charge failed
collection, rearrangement, storage, handling and administration costs.
7.3 You must not include any Product in a return collection unless that Product has been authorised for return.
8. Return Transport Costs
8.1 Unless the return arises from our error or a proven Product defect, you are responsible for all
return collection, carriage, insurance, handling, documentation and logistics costs.
8.2 Where we arrange collection, we may deduct these costs from any refund or credit, or invoice
them to you separately.
8.3 Risk in the returned Product remains with you until the Product has been received and accepted
into the authorised return process.
8.4 We are not responsible for Products lost, damaged, delayed, misrouted or rejected because you failed to follow our return instructions.
9. Restocking Fee
9.1 For any discretionary return, customer-error return, over-order, duplicate order, change-ofrequirement return, or return of a Product that is no longer required by you, we will charge a restocking
fee of at least 20% of the Product price.
9.2 The minimum 20% restocking fee is intended to contribute towards supplier return charges,
administration, inspection, handling, return logistics, European return routing, documentation, and
the cost of returning Products through the LabFriend UK and LLG supply chain.
9.3 We may charge a restocking fee higher than 20% where the return involves:
(a) direct-from-supplier Products;
(b) LLG, Manufacturer or supplier return charges;
(c) heavy, bulky or fragile Products;
(d) hazardous, controlled or specialist-transport Products;
(e) temperature-sensitive or short-shelf-life Products;
(f) Products requiring inspection, testing, repackaging, relabelling or recertification;
(g) failed collections or repeated collection attempts;
(h) Products that cannot be returned to stock at full resale value; or
(i) any return where our actual return, handling, logistics or supplier charges exceed the minimum
restocking fee.
9.4 The minimum 20% restocking fee does not apply where the return is required because of our error,
incorrect supply, or a proven Product defect for which we are responsible.
10. Deductions from Refunds or Credits
10.1 Where a refund or credit is approved, we may deduct:
(a) the minimum 20% restocking fee, where applicable;
(b) return collection and carriage costs;
(c) insurance costs;
(d) failed collection charges;
(e) supplier, LLG or Manufacturer return charges;
(f) inspection, testing, handling or administration fees;
(g) repackaging, relabelling or documentation costs; and
(h) disposal costs where applicable.
10.2 Refunds or credits will not be issued until the returned Product has been received, inspected and
approved.
10.3 Account Customers may receive a credit note rather than a refund.
11. Non-Cancellable and Non-Returnable Products
11.1 The following Products are non-cancellable and non-returnable unless defective or incorrectly
supplied:
(a) Special Order Products;
(b) made-to-order, configured, customised or calibrated Products;
(c) direct-from-supplier Products;
(d) opened Products;
(e) sterile Products where packaging has been opened, damaged or compromised;
(f) perishable, temperature-sensitive or short-shelf-life Products;
(g) chemicals, reagents, diagnostics, standards or reference materials;
(h) hazardous goods;
(i) Products requiring controlled storage or transport;
(j) Products with broken seals;
(k) Products used in a laboratory, clinical, biological, chemical, hazardous, regulated or
contamination-risk environment;
(l) Products no longer in current Manufacturer packaging;
(m) Products discontinued after supply;
(n) software, licences or digital products;
(o) PPE and safety products where hygiene, contamination or integrity may be affected; and
(p) any Product that cannot safely or commercially be resold.
11.2 We may also refuse return of any Product where LLG, the Manufacturer, supplier, carrier or
applicable law does not permit return.
12. Special Order Products
12.1 Special Order Products are ordered specifically for you and are normally non-cancellable and
non-returnable.
12.2 A Product may be treated as a Special-Order Product where it is:
(a) not normally stocked;
(b) sourced specifically for your Order;
(c) imported or procured specifically for you;
(d) direct-from-supplier;
(e) made to order;
(f) customised, configured or calibrated;
(g) subject to Manufacturer restrictions;
(h) supplied with limited shelf life; or
(i) otherwise not suitable for general resale.
12.3 Once we have accepted an Order for a Special-Order Product, cancellation will only be allowed if
we agree in writing and LLG, the Manufacturer or supplier permits cancellation.
12.4 Any permitted cancellation of a Special-Order Product may be subject to Manufacturer charges,
supplier charges, LLG charges, restocking fees, handling fees, freight charges, administration costs
and any other costs incurred by us.
13. Direct-from-Supplier Products
13.1 Some Products may be shipped directly from a Manufacturer, supplier, warehouse, fulfilment
partner or third-party logistics provider.
13.2 Direct-from-supplier Products may be subject to additional return restrictions.
13.3 We may need to obtain approval from LLG, the Manufacturer or supplier before authorising a
return.
13.4 A return authorisation will not be issued unless the relevant return location, LLG, Manufacturer or
supplier permits the return, unless the Product is defective or incorrectly supplied and we are legally
responsible for remedying the issue.
14. Sterile, Safety-Critical and Contamination-Sensitive Products
14.1 Sterile Products cannot be returned if the outer or inner packaging has been opened, damaged,
punctured, compromised, resealed, relabelled or otherwise affected.
14.2 Products supplied as sterile, clean, contamination-controlled, DNase-free, RNase-free,
endotoxin-free, pyrogen-free, certified, traceable or otherwise quality-sensitive may not be returnable
once delivered unless defective or incorrectly supplied.
14.3 We may refuse return were Product integrity, sterility, traceability, quality status or resale
condition cannot be verified.
15. Chemicals, Reagents, Standards and Hazardous Goods
15.1 Chemicals, reagents, diagnostics, standards, reference materials, hazardous goods and
Products requiring controlled storage or transport are normally non-returnable unless defective or
incorrectly supplied.
15.2 You must not return any such Product unless we have expressly authorised the return in writing
and provided specific return instructions.
15.3 Where a return is authorised, you must comply with all packaging, labelling, safety, carrier,
transport and documentation requirements.
15.4 We may refuse any return that presents a safety, regulatory, contamination, transport, storage or
handling risk.
16. Decontamination and Safe Return Requirements
16.1 You must not return any Product that has been exposed or potentially exposed to hazardous,
biological, chemical, radioactive, clinical, environmental, infectious, toxic, corrosive, carcinogenic,
mutagenic, reprotoxic or otherwise dangerous materials unless we have expressly authorised the
return in writing.
16.2 We may require a signed decontamination certificate before accepting any return.
16.3 You warrant that any returned Product is safe to handle, transport, inspect, repair, restock or
dispose of.
16.4 You are responsible for all losses, costs, claims, injuries, contamination, cleaning, disposal,
regulatory action and third-party costs arising from any unsafe, contaminated or improperly returned
Product.
16.5 We may dispose of any returned Product that we reasonably consider unsafe, contaminated,
unlawfully shipped, inadequately documented or unsuitable for return processing. You shall be
responsible for the disposal costs.
17. Customer Error Returns
17.1 Where you request a return because of customer ordering error, over-ordering, duplicate
ordering, change of requirement, unsuitability for your intended application or no longer needing the
Product, acceptance of the return is entirely at our discretion.
17.2 We may refuse a customer error return for any reason, including where the Product is nonreturnable, not resaleable, special-order, direct-from-supplier, opened, controlled, sterile, hazardous,
temperature-sensitive, discontinued or otherwise unsuitable for resale.
17.3 If we accept a customer error return, you are responsible for return collection, carriage,
insurance, packaging, handling, administration and risk during return transit.
17.4 A minimum 20% restocking fee will apply to customer error returns.
17.5 We may issue a credit note rather than a refund for customer error returns.
18. LabFriend Error, Incorrect Products or Delivery Shortages
18.1 If we have supplied an incorrect Product or there is a confirmed delivery shortage caused by us or
our fulfilment process, you must notify us within the applicable notification period.
18.2 Where the issue is confirmed, we may, at our option:
(a) supply the missing Product;
(b) replace the incorrect Product;
(c) arrange return of the incorrect Product;
(d) issue a credit note; or
(e) issue a refund.
18.3 You must not use, open or dispose of an incorrect Product unless we instruct you to do so in
writing.
18.4 If an incorrect Product is used, opened, damaged or not returned in accordance with our
instructions, we may reduce or refuse any refund, credit or replacement.
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18.5 Where the return is required because of our error, incorrect supply, or a proven Product defect for
which we are responsible, we will not charge the minimum 20% restocking fee.
19. Damaged Products
19.1 You must notify us of visible delivery damage within 3 Business Days of delivery.
19.2 You must retain the Product, all packaging, delivery labels, carrier documentation and any
damaged packaging until the claim has been assessed.
19.3 We may request photographs of the Product, packaging, delivery label and damage.
19.4 We may need to investigate with the carrier, LLG, Manufacturer, supplier or fulfilment partner
before deciding the appropriate remedy.
19.5 Where damage is confirmed and we are responsible, we may, at our option, repair, replace, credit
or refund the affected Product.
20. Suspected Defective Products
20.1 If you believe a Product is defective, you must notify us promptly in writing and provide details of
the issue.
20.2 You must provide all information reasonably required to assess the issue, including:
(a) Product name and catalogue number;
(b) batch number, lot number or serial number;
(c) date of delivery;
(d) description of the issue;
(e) photographs or videos where relevant;
(f) details of storage, handling, installation and use;
(g) details of any sample, chemical, solvent, instrument, rotor, pipette, system or application involved;
(h) details of any Manufacturer documentation relied on; and
(i) any relevant maintenance, calibration or validation records.
20.3 We may require return of the Product for inspection, testing or Manufacturer assessment.
20.4 If the Product is found not to be defective, or the issue arose from misuse, incorrect selection,
incorrect storage, incorrect handling, unsuitable application, contamination, unauthorised
modification or use outside Manufacturer specifications, we may refuse the claim and charge
inspection, testing, return carriage or administration costs.
20.5 If the Product is confirmed to be defective and covered by warranty or applicable law, we may, at
our option, repair, replace, credit or refund the defective Product.
20.6 The minimum 20% restocking fee will not apply to a proven Product defect for which we are
responsible.
21. Packaging and Return Transport
21.1 You must package returned Products securely and appropriately for transport.
21.2 Returned Products must be protected against damage, leakage, breakage, contamination,
temperature change, shock, vibration, static, moisture and any other relevant transport risk.
21.3 You must comply with any packaging, labelling, documentation, collection and carrier
instructions provided by us.
21.4 Unless the return arises from our error or a proven Product defect for which we are responsible,
you are responsible for the costs of return collection, carriage, insurance, handling, documentation
and logistics, including where those services are arranged by LabFriend UK using our nominated
carrier or return process. These costs may be recovered by us directly, deducted from any approved
refund or credit, or covered in whole or in part by any applicable restocking fee, including the
minimum 20% restocking fee referred to in this Policy.
21.5 You must not arrange your own return carriage, courier, postal service or freight provider unless
we have expressly authorised this in writing.
21.6 Risk in the returned Product remains with you until the Product has been received and accepted
into the authorised return process.
21.7 We are not responsible for Products lost, damaged, delayed, misrouted, rejected or made
unsuitable for return because you failed to follow our packaging, documentation, collection or return
instructions.
21.8 Collection by LabFriend UK, our carrier, LLG, a Manufacturer, supplier or logistics partner does
not confirm acceptance of the return, refund, credit, repair or replacement. Returned Products
remain subject to inspection and final approval.
22. Inspection of Returned Products
22.1 All returned Products are subject to inspection.
22.2 Acceptance of delivery of a returned Product by us, our carrier, LLG, Manufacturer, supplier or
logistics partner does not confirm that a refund, credit, repair or replacement will be issued.
22.3 We may inspect the Product, packaging, documentation, condition, batch details, serial
numbers, shelf life, contamination risk and re-saleability.
22.4 We may also refer the Product to LLG, the Manufacturer or supplier for technical assessment.
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22.5 We may reject the return or reduce any refund or credit if the Product is not returned in
accordance with this Policy.
23. Refunds, Credits, Repairs and Replacements
23.1 Any refund or credit is at our discretion unless required by law or expressly provided in our Terms
and Conditions of Sale.
23.2 Where a refund, credit, repair or replacement is approved, we may choose the most appropriate
remedy.
23.3 Refunds or credits will normally exclude original Delivery Costs unless the return arises from our
error or a proven Product defect.
23.4 We may deduct restocking, inspection, handling, administration, return carriage, failed
collection, supplier, LLG, Manufacturer, disposal, repackaging, relabelling or documentation costs
where applicable.
23.5 Refunds will normally be made using the original payment method unless we agree otherwise.
23.6 Account Customers may receive a credit note rather than a refund.
23.7 We will not issue any refund or credit until the returned Product has been received, inspected
and approved.
24. Products Purchased for a Specific Application
24.1 You are responsible for ensuring that Products are suitable for your intended application before
placing an Order.
24.2 A Product will not be accepted for return merely because it is unsuitable for your intended
application, method, instrument, workflow, validation requirement, regulatory requirement or end
use, unless we expressly confirmed that suitability in writing before Order Acceptance.
24.3 Any technical advice, equivalent-product suggestion, comparison or Product recommendation
provided by us is given in good faith for general commercial assistance only.
24.4 You remain responsible for checking Manufacturer documentation, specifications, compatibility,
safety information and regulatory suitability.
25. Returned Products That Cannot Be Accepted
25.1 If we receive a Product that cannot be accepted for return, we may:
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(a) reject the return;
(b) return the Product to you at your cost;
(c) hold the Product pending your collection instructions;
(d) dispose of the Product were unsafe, contaminated, perishable, hazardous or not commercially
reasonable to hold; or
(e) charge storage, handling, return carriage or disposal costs.
25.2 We are not required to store rejected returns indefinitely.
25.3 If we ask you to arrange collection of a rejected return and you do not do so within a reasonable
period, we may dispose of the Product and charge you any reasonable disposal, storage or handling
costs.
26. Manufacturer, LLG and Supplier Return Restrictions
26.1 Some returns are subject to LLG, Manufacturer or supplier approval.
26.2 We are not required to accept a return where LLG, the Manufacturer or supplier refuses return,
unless the Product is defective or incorrectly supplied and we are legally responsible for providing a
remedy.
26.3 Manufacturer, LLG or supplier assessment times may affect how quickly a return, replacement,
refund or credit can be processed.
26.4 Where LLG, a Manufacturer or supplier applies return charges, handling charges, inspection fees,
restocking fees or freight charges, we may pass those charges on to you where the return is
discretionary or caused by customer error.
27. Relationship with Warranty Rights
27.1 This Policy does not remove any warranty rights expressly provided in our Terms and Conditions
of Sale.
27.2 Warranty claims remain subject to the warranty section of our Terms and Conditions of Sale and
any applicable Manufacturer warranty.
27.3 For consumables, disposable Products, sterile Products, chemicals, reagents, standards,
columns, filters, vials, tips, tubes, PPE, glassware, plasticware, batteries, electrodes and similar
Products, warranty is generally limited to conformity at delivery unless a specific Manufacturer
warranty or shelf life applies.
28. Contacting Us About a Return
28.1 To request a return authorisation, contact LabFriend UK using our email address info@bishopsscientific.com
28.2 Please include your order number, Product details, reason for return and any supporting
photographs or documentation.
28.3 Do not return any Product until we have issued written return authorisation and return
instructions.
29. Summary
Products may only be returned with prior written authorisation from LabFriend UK.
Returned Products must be unused, unopened, undamaged, complete, in original Manufacturer
packaging, in resaleable condition and accompanied by all relevant documentation.
LabFriend UK will normally arrange authorised return collections using our nominated logistics
process. Customers must not return Products using their own carrier unless we have expressly
authorised this in writing.
Many laboratory Products are non-returnable because of sterility, contamination risk, safety, shelflife, calibration, special-order status, direct-from-supplier restrictions, hazardous classification or
resale limitations.
Discretionary returns, customer-error returns, over-orders, duplicate orders, change-of-requirement
returns and returns of Products no longer required by the customer are subject to a minimum 20%
restocking fee.
Acceptance of a returned Product does not confirm that a refund, credit, repair or replacement will be
issued. All returned Products remain subject to inspection and final approval.