Knowledge Base
Returns & Exchanges
Our return policy, how to report damaged shipments, and step-by-step instructions for initiating a return or exchange.
Return Policy Overview
Legacy Lab Supplies stands behind every product we sell. If you need to return or exchange an item, we want to make the process as straightforward as possible. Because we ship directly from each manufacturer, returns are accepted only where the manufacturer's own return policy allows — and built-to-order or custom equipment cannot be returned. We will always tell you where you stand before you ship anything back.
Standard Returns
- • Every return is subject to manufacturer approval — we confirm eligibility with the manufacturer before issuing an RMA.
- • Eligible items may be returned within 30 days of delivery (or the manufacturer's window, if shorter).
- • A 20% restocking fee applies to all standard returns.
- • Customer pays return shipping for standard returns.
- • Items must be in original, unused condition with all original packaging and accessories.
- • A Return Merchandise Authorization (RMA) number is required before shipping any return.
Built-to-order and custom equipment cannot be returned. Much of our lab equipment is built for your order at the factory — once production has started, the order cannot be cancelled or returned. If you are unsure whether an item is built to order, ask us before you buy.
Concealed Damage
Concealed damage must be reported within 48 hours of delivery. Reports submitted after this window may not be eligible for a claim.
Concealed damage refers to damage that is not visible on the exterior packaging but is discovered when you unpack the equipment. This can include cracked components, bent internal parts, or cosmetic damage.
If You Discover Concealed Damage
- 1Stop unpacking. Preserve the packaging and any packing materials.
- 2Document the damage. Take clear photographs of the damage, the packaging, and the shipping labels.
- 3Contact us immediately. Email support@legacylabsupplies.com with your order number and photos within 48 hours.
- 4Retain all packaging. Do not discard any materials until the claim is resolved.
Errors on Our Part
If we shipped the wrong item, a defective product, or made any other error on our end, we will cover all return shipping costs and process a no-cost exchange or full refund. No restocking fee applies to LLS errors.
Manufacturer or Supplier Errors: If the issue originated with the manufacturer, we will work with you to resolve it. You may choose to have LLS coordinate the return on your behalf, or work directly with the manufacturer — whichever you prefer.
How to Initiate a Return
- 1Contact our support team at support@legacylabsupplies.com or through our support portal.
- 2Provide your order number, the item(s) you wish to return, and the reason for the return.
- 3Receive an RMA number and return shipping instructions from our team.
- 4Ship the item in its original packaging with the RMA number clearly marked on the outside.
- 5Refund or exchange is processed within 5–10 business days after we receive and inspect the item.
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Need to Start a Return?
Our support team is here to help you through the process.