It is our goal to ship each order accurately. When mistakes happen, we will correct the problem promptly. Take a few minutes to review our policy to ensure our prompt service and your desired positive outcome.
Please report any issues within two (2) business days of receipt. Errors may include shipment of the wrong quantity or type of unit, failure to complete a scheduled pick-up or concealed freight damage.
SHIPPING AND CONCEALED DAMAGE
Please refer to the K2 Scientific’s Receipt of Goods policy to ensure your shipping protection is not voided. All deliveries require a dated signature by the delivery driver and your company’s receiving representative on the Bill of Lading.
You must note any damage to the packaging. If the damage to the packaging is severe, you can either complete an inspection while the driver is still there or note on the bill of lading that a full inspection is pending because of concealed damage concerns. When damage to the packaging is severe, we recommend refusal of the unit to help speed the replacement process and save you the repackaging effort.
A signed, clean bill of lading removes any ability for K2 to hold the shipping partner responsible for the damage that occurs in transit and therefore voids your shipment protection and the warranty replacement. Please don't let your unit go uninspected. Concealed damage must be reported within two (2) business days.
Note: Please ensure you have measured your doorways and space before placing your order to ensure it's a good fit and pain-free delivery. If a unit ships and will not fit through your doors upright, I need special handling instructions. If the unit arrives and cannot be delivered because it will not fit through your doorways. The customer is responsible for shipping charges or any special services required to complete a delivery or pick-up. If a unit must be laid down to be delivered, please notify K2 Scientific for special instructions. The unit must rest upright in the final location for at least 24 hours to allow the refrigerant to settle back to proper positioning for the start-up.
Subject to the terms and conditions of this Returned Goods Policy, products in “merchantable condition” may be returned to K2 Scientific if the return request is made within two (2) business days of receipt of the order being delivered.
If you have issued a Purchase Order, you must formally cancel in writing prior to shipment if you need to cancel your order. If you have purchased via credit card, your order is 100% refundable until the unit ships. You'll need to have written acknowledgment from K2 indicating your cancellation has been received for credits to apply. Once the order has been shipped, credit amounts apply as indicated below in the Credit Amount section. You'll need to have written acknowledgment from K2 indicating your cancellation has been received for credits to apply.
The merchantable condition will be determined by the ability to return the item to its inventory for resale in the normal course of business without special preparation, testing, handling, or expense. Additionally, for each returned product, the customer must complete the applicable written certifications as specified on Distributor’s Ongoing Assurance (OGA) form.
The following represent non-returnable items:
- Any item which has been used, or opened, is only partially complete, stickered, marked, damaged, defaced, or is without all original packaging, labeling, package inserts, or operating manuals.
- Product purchased from other wholesalers or other sources.
- Any item purchased on a “special order” basis, including non-stock orders, drop shipments, and certain items with pre-paid deposits.
- Any order stated as canceled does not have written confirmation of receipt of cancellation by K2 Scientific.
Note: Product returned pursuant to a voluntary or involuntary Manufacturer Recall may have different requirements. In the case of a recall, the Distributor will document any changes to policy specific to that product.
Credit for authorized returns will be issued upon receipt of the product and verification of return eligibility. The type of return determines the credit amount to be issued. Outbound and inbound shipping charges shall apply for any return unrelated to warranty or documented shipping damage. Restocking fees will apply as follows:
- Authorized Saleable, with the original packaging intact, including pallet and attached strapping: 100% of the purchase price if returned within 10 days from the date of return shipment document receipt.
- Authorized Saleable, repackaged by the customer or at customer expense by K2 Scientific: 75% of the purchase price, pending unit inspection upon return. Item must be returned within 10 days of delivery.
- Authorized Return Expired: 65% of the purchase price if received at the K2 Warehouse within 30 days of receipt or return shipping documents.
- Unauthorized Return: No credit shall be issued. No credit shall be returned for goods 30 days after the original delivery date.
Any credit due shall be issued after an inspection by the K2 Scientific technical team. The inspection shall occur within five (5) business days of the return reaching the K2 Scientific warehouse. Charges may apply if reported and documented concerns are not validated upon inspection.
RETURN OR CANCELATION
Is your order still awaiting shipment? Individual orders that do not require a deposit are fully cancelable up until the time of shipment. If your unit has yet to ship, please request a cancellation, not a return. Just to let you know, written cancellation with confirmation from K2 Scientific is required to ensure your unit does not ship and that you will not be held responsible for return fees. Please call K2 Scientific at 800-218-7613 for assistance with your cancellation. If your unit has already shipped, you must process a return.