---
title: How do I return a unit? Defective or freight damage.
description: K2 Scientific and VitalLog provide warranty replacements for eligible defective units. Return shipping will be provided to send defective units back to the respective company.
---

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# How do I return a unit? Defective or freight damage.

## K2 Scientific and VitalLog provide warranty replacements for eligible defective units. Return shipping will be provided to send defective units back to the respective company.

### **Freight Damage Policy**

- Customers **must inspect all units upon delivery** and note any damage on the **Bill of Lading (BOL)**.
- If a unit is signed for with a **clean BOL**, the customer assumes responsibility for all damages.
- **Refusing the shipment** allows K2 to file a freight damage claim on your behalf.
- You can read more about **K2 Scientific’s Freight Damage Policy** for additional details.

### **Defective Units & Returns**

If your unit is not performing correctly, first check the [K2 Knowledge Base](https://knowledge.k2sci.com/knowledge?hsLang=en) or [VitalLog Support](https://vitallog.com/resources) for troubleshooting steps. If the issue persists, contact K2 Scientific or VitalLog for assistance. If the unit is under warranty and approved for replacement, follow the respective return procedures below:

### **K2 Scientific Return Process**

**        1. Complete the K2 Return Form** online.

**        2. Prepare the unit for return**

- - Clean out the inside of the unit.
    - Repackage the unit in the **original packaging**.
    - If the original packaging is unavailable, **cover the unit on all sides with heavy cardboard**.
    - If your unit has a **glass door**, take special precautions to prevent damage. Contact K2 for assistance if needed.
  **3. Secure the unit** 
    - Band the unit to the pallet using **two nylon straps** or **ratchet straps** (recommended).
    
  **4. Obtain a return label** 
    - Contact K2 once the unit is packed.
    - When you receive the **return shipping label** via email, **print and attach it** to the outside of the packaging.
    - Print **two copies** of the BOL.
  **5. Schedule pickup** 
    - A shipping carrier will **pick up the unit within 24 hours** of scheduling.

### **VitalLog Battery Return Process**

**Important:**

- Use the **shipping pallet and all packing materials** from your new battery to return the old device.
- Follow the **same packaging process** as your new battery shipment.

**Included with your new battery shipment:**  
✔ **Return shipping documents**  
✔ **Zip ties** for power cords

 ✔ **Box guards** to prevent crushing during transit

✔ **Three ratchet straps**

- One to secure the battery to the pallet (**side to side**)
- Two to secure the **fully repackaged device** to the pallet (**one side to side, one front to back**)

**Return Instructions:**

1. **Prepare the unit for return**
   
     - Turn **all breakers** to the **OFF (down) position**.
     - Remove the **antenna** and place it inside the **FedEx envelope** with your return shipping documents.
     - Tape the envelope to the **top of the unit**.
     - If your unit has **casters**, lower it onto the **rubber feet** for transport.
     - **Zip-tie** and **tape the power cords** to the back of the unit for safe travel.
2. **Repackage the unit**
   
     - Carefully place the old unit on the **pallet**, ensuring the **same orientation** as the new unit for proper strapping.
     - Secure the battery to the **pallet using one ratchet strap** (left to right).
     - Place the **new battery box over the old unit**.
     - Open the **top of the box** and insert the **corner guards and safety packing materials** as originally packed.
     - Close the box securely with **mailing or packing tape**.
     - Attach the **side guards** to the box.
     - Use the **remaining two ratchet straps** to secure the box to the **pallet** (one near the front, one near the back). **Tighten them securely without crushing the box.**
3. **Label and schedule pickup**
   
     - Attach **return shipping labels** to the **top and side of the box**.
     - If the old labels are still visible, **cross them out** to avoid transfer station issues.
     - Call **FedEx Freight at 866-393-4585** and provide the **tracking number** to schedule pickup.

### **Need Assistance?**

- For **K2 Scientific returns**, contact **our support team**.
- For **VitalLog battery setup or pairing help**, email **dee@k2sci.com**.
- For **pickup or shipping issues**, call **800-218-7613 (option 4)**.

Thank you for choosing **K2 Scientific and VitalLog**. We look forward to supporting you and your business for years to come.

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