Picolab is dedicated to providing high-quality products to our customers. We recognize that, occasionally, products may be faulty, defective, or unsuitable for their intended purpose. In such exceptional circumstances, and as part of our commitment to quality, we have implemented the following Customer Returns Policy.
Conditions for Reporting and Returning Products:
- Return Authorization:
- Products can only be returned upon issuance of a Customer Complaint (Claim) number, which must be clearly displayed on the packaging of returned items and referenced in all communications.
- Unauthorized returns will not be accepted.
Decontamination Certification:
- Returns of equipment must include a Decontamination Certificate; returns without this documentation will be refused.
Charges for Returns:
Picolab reserves the right to impose charges for restocking, handling, administration, and/or shipping in cases where the returned item is found to have been correctly supplied and free from defects. The following conditions apply:
- A restocking fee of 20% will be charged for standard stocked items.
- For non-standard stock items purchased from our supplier specifically for resale to the customer, cancellations or returns are not permitted unless our supplier accepts the cancellation. In such cases, the customer will be responsible for the supplier’s administration charges, which may include restocking fees levied by the supplier.
- Goods or products that are made or adapted to the customer’s own specifications are non-cancellable and non-returnable.
Customers will be notified of any applicable charges before proceeding with a return.
Packaging and Accessories:
- Wherever possible, items must be returned in their original packaging, complete with accessories, certification, and manuals.
Product Inspection and Replacement:
- Returned products will be inspected. Discrepancies will be reported, and replacements will be issued (where applicable). Credits or additional billing will be processed accordingly.
Damaged Items:
- Items damaged during transit via our transport or approved couriers will be repaired/replaced. Damage through customer transport will not be covered.
Failed Collections:
- If a collection fails due to customer-related reasons on two or more occasions, a fee of £30 will be charged for subsequent collection attempts.
Warranty Items:
- Warranty repairs or replacements will follow the manufacturer’s guidelines. Items will typically be returned to Picolab unless size or location requires alternative arrangements.
This policy is supported by senior management and all employees. The Managing Director is responsible for its implementation and communication. Regular reviews will ensure the policy remains aligned with Picolab’s objectives.
Mohammad Farhan Islam
Director
Picolab Technologies Ltd.
December, 2024
