Wilmad – Return Procedure & Guideline
Wilmad manufactures a diverse line of laboratory glassware and scientific equipment. We are a leading manufacturer of NMR and EPR sample tubes as well as precision engineered glass, OEM Quartz components and assemblies.
The ATS Scientific Products commitment to customer satisfaction includes our goal of providing top quality lab glass products and service to our customers. Processing repair or return requests are important as we uphold our pledge of delivering the best service to our customers.
To ensure the best experience when having to request a return, please read our procedure outlined below.
RETURN PROCEDURE & GUIDELINE
Customers should inspect all orders for accuracy and product integrity upon receipt.
- Any damage or shipping error must be reported via our Return Processing Portal at Return Portal within 30 business days of delivery receipt to ensure timely resolution.
- All Return (RMA) communication must go through customer service [email protected]
- Requests to return products or issue a credit after 30 business days of receipt, will be denied.
- Carrier damage claims must be resolved directly with the carrier and not Wilmad.
- The following products cannot be returned:
- Private label products
- Non-Stock products
- Sterile products
- Products associated with special price quotes
- Discontinued products
- Return requests for custom products will be evaluated for approval on a case-by-case basis.
- Include photographs of shipping cartons, packaging and product damage when submitting return request.
- Return Merchandise Authorizations are valid for a period of thirty (30) days from date of issuance.
- Refunds for returned product will be issued within 30 business days of receipt in our warehouse.
- Re-stocking fees may apply.
- Re-stocking fees may apply.
- Refunds and credits for damaged products are only granted for those accounts in good credit standing at the time of the return.
- RMA or Return Merchandise Authorization Number must be visible on the outside of all packing materials and on all documentation included with the physical return. Failure to provide proper package identification may result in refusal of shipment or delays in processing.
WEB LINK FOR RETURN REQUESTS
Our web link for return requests: Return Portal
Note: Your account must be set up by our Customer Service Team prior to accessing the Returns Processing Portal. Once established, your Purchase Order or Reference Number is necessary to process your return request.
REPAIR REQUESTS
Contact our customer service team at [email protected] to discuss repair requests.