Return Policy for Laboratory Balances and Scales
1. Return Eligibility
Products must be returned within 30 days of delivery. Items must be in original, unused condition with all original packaging, accessories, and documentation. Proof of purchase (order number, receipt, or invoice) is required for all returns.
2. Non-Returnable Items
The following items are non-returnable:
- Customized or personalized products.
- Items marked as non-returnable or final sale.
- Products that have been used, altered, or damaged after delivery.
- Consumables and perishable items.
3. Return Process
To initiate a return, contact our customer service via phone at 305-651-3622, 305-748-3679 (WhatsApp), or email at Office@radwagusa.com, Helpdesk@radwagusa.com, or support@radwagusa.com. Provide your order number and reason for the return. Our customer service will provide a Return Merchandise Authorization (RMA) number and return instructions. Products must be shipped back to Radwag USA within 14 days of receiving the RMA number. Customers are responsible for return shipping costs unless the return is due to a defective product or an error on our part.
4. Refunds
Refunds will be processed within 10 business days of receiving the returned product. Refunds will be issued to the original payment method. Shipping and handling fees are non-refundable, except in cases of defective products or errors.
5. Exchanges
Exchanges are subject to product availability. If the desired exchange item is not available, a refund will be issued instead. The exchange process follows the same steps as the return process.
6. Defective or Damaged Products
If a product is defective or damaged upon receipt, contact customer service immediately. Provide detailed information about the defect or damage, including photos if possible. Radwag USA will cover the shipping costs for returning defective or damaged products and will either repair, replace, or refund the product at no additional cost to the customer.
7. Restocking Fees
A restocking fee of up to 15% may be applied to returned items that are not defective or damaged.
8. International Returns
International customers are responsible for return shipping costs, duties, and taxes. Refunds for international returns will be issued for the product price only, excluding original shipping fees.
9. Warranty and Return Interactions
If a returned product is found to be defective under our warranty terms:
- The product will be repaired or replaced at no additional cost.
- If repair or replacement is not feasible, a full refund will be issued.
- For warranty claims, the return shipping costs are covered by Radwag USA during the first year of the warranty period. After the first year, the customer is responsible for shipping costs both ways.
10. Customer Responsibilities
To ensure eligibility for returns and warranty claims, customers must:
- Follow proper usage and maintenance guidelines as specified in the user manual.
- Perform regular calibration and cleaning as recommended.
- Maintain detailed records of all maintenance and calibration activities.
11. Contact Information
For any questions or to initiate a return, please contact our customer service:
- Phone: 305-651-3622
- WhatsApp: 305-748-3679
- Email: Office@radwagusa.com, Helpdesk@radwagusa.com, support@radwagusa.com
12. Governing Law
All disputes concerning this return policy or claims arising out of the sale or use of products manufactured by or purchased from Radwag USA, LLC, shall be adjudicated exclusively in the Court of Miami-Dade County, Florida.
