Last updated: 28 August 2026
We would rather put a problem right than argue about it. This policy sets out what you can return, how long you have, who pays the shipping, when the money reaches you, and the specific cases where a return is not possible.
The short version
Unused goods in their original packaging can be returned within thirty days of delivery. If something arrives damaged, incorrect or defective, we cover everything and you are not out of pocket. Some items cannot be returned once opened, and those are listed below.
Standard returns — thirty days
You may return most items within thirty days of delivery provided they are unused, undamaged, and in the original packaging with any seals intact. Email support@pxscientificgoods.store with your order number and what you would like to return, and we will issue a returns authorisation number and the return address. Please do not send goods back without one — unidentified parcels take far longer to refund because we cannot match them to an order.
On a standard change-of-mind return you pay the return shipping. We do not charge a restocking fee on unopened stock items. We refund the price of the goods in full; the original outbound shipping is refunded only where the return is our fault.
If we got it wrong
If an item arrives damaged, is not what you ordered, or fails on arrival, we pay for everything. Contact us within five business days of delivery with your order number and photographs of the outer carton, the internal packing and the item. We will send a prepaid return label and either replace the item or refund it, whichever you prefer. You are never asked to pay return shipping on our error, and we file the carrier claim ourselves.
Items that cannot be returned
For contamination-control and hygiene reasons the following are non-returnable once the outer seal is broken: sterile consumables including syringe filters, serological pipettes, pipette tips and sterile tubes; personal protective equipment including gloves, goggles, face shields and laboratory coats; and any item sold as a sealed sterile pack. Custom or special-order items brought in specifically for you are also non-returnable unless faulty. If an unopened sealed pack is unwanted, it can be returned under the standard thirty-day terms.
Equipment and warranty claims
Benchtop equipment carries the manufacturer’s warranty. Within thirty days of delivery, a failed instrument is handled as a return under this policy. After thirty days we administer the warranty claim with the manufacturer on your behalf — contact us rather than the manufacturer and we will manage it, keep you informed, and tell you honestly if a claim is going to be slow.
Condition of returned goods
We inspect returns on arrival. Goods that come back used, contaminated, missing components or without their original packaging may be refused or refunded in part, and we will always explain which and why with photographs before making a deduction. Anything returned that has held a chemical must be clean, dry and clearly declared as decontaminated — we cannot accept goods that may be contaminated, and this is a safety rule rather than a commercial one.
Refund timing and method
Refunds are issued to the original payment method within three business days of the returned goods arriving and passing inspection, or immediately on agreement where no return is required. Your bank then takes its own time — typically three to ten business days — to show the credit. If a refund has not appeared fifteen business days after we confirmed it, contact us and we will send you the processor’s reference so you can chase your bank with evidence.
Cancelling before dispatch
An order can be cancelled at no cost any time before it is dispatched. Email us as soon as you can; if the label has not been generated we will stop it and refund in full the same day.
Exchanges
We do not process exchanges as a single transaction, because it delays both halves. Return the unwanted item under this policy and place a new order for what you need; the refund and the new order run in parallel and you get the right item sooner.
Shortages and missing lines
Check the packing list against what arrived. Report a shortage within five business days and we will reconcile it against the pick record and the dispatch weight, then ship the missing line at our cost or refund it — your choice. Where an order shipped in several parcels, please confirm all parcels have arrived before reporting a shortage; carriers frequently deliver a multi-parcel order across two days.
Refused and undeliverable parcels
A parcel refused at the door, or returned to us as undeliverable because the address was incomplete, is refunded for the goods less the actual outbound and return shipping we paid. We do not add a penalty on top of that. If the address was wrong because of our error, you are refunded in full including all shipping.
Bulk and standing orders
Bulk quantities and standing orders are returnable on the same thirty-day terms, but please talk to us before returning a large quantity so we can arrange collection rather than have you pay for several parcels. For a standing order, cancelling any future scheduled delivery costs nothing provided you tell us before it is picked.
Abuse of this policy
This policy is written to be generous because almost everyone uses it honestly. Where a pattern of returns suggests the goods are being used and returned, or where returned goods are repeatedly not as described, we may decline further returns from that account. We will always say so in writing, with the specific orders concerned, before taking that step.
Questions
Anything unclear, or a situation this policy does not cover, goes to support@pxscientificgoods.store. A policy cannot anticipate everything and we would rather you asked.