Conditions of Cancellation and Return
The Customer Service Department is responsible for managing any claims and/or requests for returns/replacements. Requests must be sent via email to pedidos@labclinics.com with a brief explanation of the reason for the request. For delivered material, it is essential to attach the delivery note in a legible.
Product Returns
Labclinics will accept any return after the product has been delivered, provided that the purchase was made within the last 15 calendar days and the material is unopened. The original packaging/box must be intact, sealed, and in perfect condition, and one of the following conditions must apply:
- If the return is not due to a quality defect or service failure attributable to Labclinics, we reserve the right to refund 80% of the value.
- If the return is due to a quality defect or service failure attributable to Labclinics, we will collect the goods at our expense within a maximum of 8 calendar days and, as appropriate, issue a refund or replace the goods. Returns will not be accepted for low-demand products or if it cannot be guaranteed that the product’s optimal preservation can be maintained during the return process, according to the product specifications.
- If the return is due to a customer-related issue and is accepted, Labclinics will refund 80% of the invoice value. If there are additional charges resulting from the return to the manufacturer, Labclinics will inform the customer, and these charges will be applied to the refund.
In the case of product defects not attributable to Labclinics (e.g., incorrect reference, quantity, or other data errors by the customer), Labclinics reserves the right to accept or reject any return, replacement, or refund.
- If the return of material is accepted, the resulting expenses will be borne by the customer.
- Returns will only be considered within 15 calendar days of receiving the material. After 15 but within 30 calendar days, Labclinics reserves the right to accept or reject the return. Beyond 30 days from receipt of the order, Labclinics will NOT accept any returns, and no compensations or refunds will be granted.
- Labclinics will not accept the return of CUSTOM/PERSONALIZED materials due to their exclusive nature. If the material has not yet been delivered and the customer wishes to cancel it, cancellation will only be accepted after consultation and approval by the manufacturer.
- If Labclinics approves the return, any refunds, exchanges, or replacements resulting from the claim will only be processed after the material is received at our warehouse and inspected for compliance.
- Once the order is confirmed, the customer has 24 hours to cancel it without cost.
Shipping and Transportation
- If the return is due to reasons attributable to Labclinics, the product will be picked up at our expense. The product must be in perfect condition and in its original packaging, following storage instructions to maintain its stability.
- If the return is due to reasons unrelated to Labclinics and is accepted, the customer will bear the shipping costs to our warehouses. Otherwise, a fee of €30 plus VAT will be charged for shipping and administrative expenses. In any case, the goods must be properly packaged according to storage instructions to maintain their stability.
- For returns of refrigerated materials, it is essential to ensure that the cold chain has not been broken and that the temperature conditions required by the manufacturer are maintained throughout the return process to preserve the product’s stability. Labclinics reserves the right to arrange transportation and pass the cost to the customer. If Labclinics authorizes the customer to handle the return, they will have 8 calendar days to send the materials to Labclinics’ warehouses. Return costs to the manufacturer will be borne by the customer.
Quality/Technical Defects
If quality or functional defects appear in the product after the customer has used it, such claims will be managed by Labclinics’ technical department (tecnic@labclinics.com), which will forward them to the supplier/manufacturer. The customer must commit to providing all technical data requested during the claims process (manufacturer forms, experiment results, product traceability within their facilities, etc.). Labclinics is not responsible for the decision made by the supplier/manufacturer and assumes no liability.
