Return & Refund Policy

1. Order Finality

   1. Manual Payment
      For customers choosing manual payment methods, all sales are final once your order reaches any of the following stages. Cancellations or refunds are not permitted, exceptional cases, in which we will contact you promptly.

      • For Net 30 Account Holders

        • Choose Option 1 / Option 2 while placing order

        • Choose Option 3 and have signed back our Sales Order

      • For Prepaid Account Holders

        • Payment received​

   2. FPS Payments

      For customers who pay via FPS, all sales are final once payment is received—except if an item is officially discontinued or becomes subject to export restrictions. In such exceptional cases, we will promptly: 

      • Offer an alternative product of comparable value; or

      • Process a full refund upon request.
         

2. Returns & Exchanges
   Please contact us for any issues (i.e. product's quality, quantities…) within 7 working days upon delivery. Provide your order number, a description of the issue, and photos if applicable via email. Once we’ve reviewed your case, we’ll provide the most suitable solution.
    

3. Non-Returnable Items  

   1. Opened consumables (e.g., pipette tips, gloves, filter membranes)  

   2. Software licenses and activation codes once delivered  

   3. Products explicitly marked “Non-returnable” on their webpage  
       

4. Final Decision  
   Hong Kong Labware (Labware E-shop) reserves the right to refuse any return that does not meet these conditions and to make the final determination on all refund or exchange requests.

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For assistance, please contact us via Email: eshop@labware.com.hk or Tel: +852 2425-2625.