Returns & Refunds Policy

The short version

All sales are final. We do not offer refunds, exchanges, credit notes or returns for change of mind, incorrect ordering, buyer's remorse, or because an instrument turned out not to suit an application.

The only situations in which we will act are: the item arrived damaged in transit, arrived defective, or is not the item you ordered. In those cases we repair, replace or reship — see Damaged, defective or wrong item.

Because we cannot resell laboratory instruments once they have left our control, and because configuration choices are made by you before we ship, we are unable to take stock back. If you are not certain which configuration you need, ask us before you order — we would much rather spend ten minutes on the phone than have you buy the wrong head.

All sales are final

Every order placed through dragonlab.us is a final sale. Once payment has been captured we will not:

issue a refund, partial refund, store credit or credit note;
accept a return of goods for any change-of-mind reason;
exchange one configuration for another after dispatch;
refund shipping charges on a delivered order.

This applies whether the goods have been unpacked or not, and whether or not the original packaging has been retained.

Why we work this way

Laboratory instruments are configured per order and, once out of our possession, their handling and storage history is no longer something we can verify. A pump that has been run with an unknown fluid cannot honestly be sold to the next customer as new. Rather than build the cost of restocking and re-certification into everyone's price, we keep prices lower and sell on a final-sale basis.

In exchange, we try hard to prevent the wrong thing being ordered in the first place: configurations we cannot price are not purchasable online, specifications are published in full on each product page, and pre-sales advice is free and unlimited.

Damaged, defective or wrong item

Our no-refund policy does not remove our responsibility to send you what you paid for, in working order. We will make it right, at our cost, if any of the following apply:

Transit damage. The instrument or its packaging arrived visibly damaged.
Dead on arrival / defective. The instrument does not power up or does not function to its published specification out of the box.
Wrong item or configuration. What arrived does not match the configuration on your order confirmation.
Short shipment. A component listed as included is missing from the box.

In these cases we will, at our discretion, repair the item, replace it, or ship the missing component. Where we choose to replace an item we will arrange and pay for collection of the original. Replacement is our remedy — a cash refund is not offered even in these circumstances.

How to raise a claim

Claims must reach us within 7 days of delivery, as recorded by the carrier's tracking. To raise one:

Email support@dragonlab.us with your order reference from the confirmation email.
Describe the problem, including any error shown on the instrument's display.
Attach photographs of the outer carton, the inner packaging and the instrument itself — including the serial number plate.
Keep all original packaging until the claim is closed. Carriers routinely reject damage claims where packaging has been discarded, and we may be unable to help you if it has.

We acknowledge claims within one business day and will tell you the outcome, or what further information we need, within five business days.

Do not ship anything back to us before we ask you to. Goods returned without a written return authorisation from Dragon Labs may be refused at the door, and we cannot accept responsibility for items sent to us unannounced.

Manufacturer warranty

Instruments sold by Dragon Labs carry a 12-month warranty from the delivery date against defects in materials and workmanship. Within that period we will arrange repair or replacement of a defective unit at no charge to you.

The warranty does not cover:

consumable parts, including tubing, rollers and seals;
damage from incorrect supply voltage, liquid ingress beyond the instrument's IP rating, or use with fluids the wetted parts are not rated for;
damage from dropping, crushing or other physical abuse;
units that have been opened, modified or repaired by anyone other than Dragon Labs or the manufacturer's authorised service agent;
normal wear, cosmetic marks, or performance drift that is corrected by routine tubing replacement or recalibration.

A warranty claim is a repair or replacement claim. It does not entitle you to a refund of the purchase price.

Refused, unclaimed and undeliverable parcels

If a shipment is refused at delivery, or is returned to us because it went unclaimed or the address supplied was incomplete or incorrect, the order remains a final sale. We will hold the goods for 30 days and can reship them once you have paid the new carriage cost. Goods still unclaimed after 30 days may be treated as abandoned.

Please double-check the shipping address you enter at checkout. We ship to the address Stripe passes to us and cannot redirect a parcel once the label has been created.

Cancelling an order

You may request cancellation by emailing support@dragonlab.us. If your request reaches us before the shipping label has been created we will normally be able to cancel and reverse the charge in full, as a matter of goodwill rather than obligation. Once a label exists the order has shipped for our purposes and cannot be cancelled.

Cancellation before dispatch is the only circumstance in which money is returned to your card, and it is entirely at our discretion.

What is never returnable

Tubing, rollers, seals and any other consumable, once the packaging is opened.
Items specially sourced or built to your specification, including quoted items not listed on the website.
Items sold as clearance, ex-demo, open-box or "as is".
Any item where the serial number has been removed, altered or made illegible.

Your statutory rights

Nothing in this policy is intended to limit rights that cannot lawfully be limited. Where applicable law in your state gives you a non-waivable remedy — for example in respect of goods that are not of merchantable quality — that remedy stands regardless of what this page says, and this policy applies only to the extent the law permits.

This policy also does not affect your right to dispute a charge with your card issuer. We would ask you to contact us first, because we can usually resolve a problem faster than a chargeback process can.

Contact us

Questions about this policy, or about a specific order:

Dragon Labs LLC
7537 East McDonald Drive, Scottsdale, AZ 85250
support@dragonlab.us