Returns & refunds

Last updated: 5 August 2026. Applies to orders placed through CASRAI Laboratory Supplies, sold by LA CONSILIUM LLC.

At a glance

Return window	30 days from delivery
Report damage within	10 business days of delivery
Restocking fee	Up to 20% on non-defective returns of non-stock items
Refund issued	Within 5 business days of inspection
RMA required	Yes — always contact us before shipping anything back

How to return something

Email [email protected] within 30 days of delivery, quoting your order or invoice number and the item concerned. Do not ship anything back before you hear from us.
We issue a Return Merchandise Authorisation (RMA) number, usually within one business day, together with the address the goods should be sent to.
Pack the goods securely in their original packaging, write the RMA number clearly on the outside of the carton, and ship them back.
We inspect the goods on arrival and confirm the outcome by email — refund, replacement or credit note — normally within 5 business days.

Condition of returned goods

Returned goods must be unused, in resaleable condition, and in their original packaging with all manuals, accessories and protective materials included.

A restocking fee of up to 20% may apply to a non-defective return of an item we do not hold in stock, because we incur the same charge from the manufacturer. It never applies where the return is our error, or where the goods arrived damaged or defective.

What cannot be returned

These are real constraints of a laboratory catalogue rather than fine print, and we would rather you knew before ordering:

Opened chemicals, solvents, reagents and compressed gases — these cannot be resold once a seal is broken, and their return is restricted by carrier hazmat rules.
Custom-fabricated or made-to-order glassware and stainless items.
Products explicitly sold as clearance, used, or "as-is".
Consumables whose sterile barrier has been opened.
Special-order items brought in from a manufacturer specifically for your purchase order — these are identified as special-order on your quotation before you commit.

Refunds

Refunds are issued to the original payment method. Orders paid by purchase order are settled by credit note against the invoice.

Refunds are processed within 5 business days of the returned goods being received and inspected. Your bank may take several further days to post the credit.

Original shipping charges are not refunded except where the return is our error or the goods arrived damaged or defective. Return freight is the buyer’s responsibility unless the return is our error, in which case we arrange and pay for collection.

Damaged, short or incorrect shipments

This is handled separately from a change-of-mind return, and there is no restocking fee and no return freight cost to you:

Inspect every shipment on arrival. Report damage, shortages or incorrect items within 10 business days of delivery.
For freight deliveries, note any visible damage on the carrier’s delivery receipt BEFORE signing. A clean signed receipt makes a freight damage claim very difficult to win.
Keep the original packaging and photograph the damage — carriers require both to process a claim.
We replace or credit damaged and incorrect goods at our cost, including return freight. No restocking fee applies.

If your order never arrives

If your order has not arrived within 15 days of the estimated delivery date, tell us and we will open a trace with the carrier. If the shipment cannot be located we replace it or refund it in full, at your choice — you are never left carrying the cost of a parcel we cannot account for. Report suspected non-delivery within 15 days of the estimated delivery date, since carriers will not accept a claim indefinitely.

Cancelling an order

Orders may be cancelled at no charge at any time before dispatch — email us and we will confirm in writing. Once an order has shipped, treat it as a return under the process above. Special-order items cannot be cancelled once we have placed them with the manufacturer.

Warranty

Products carry the manufacturer’s warranty. We are a distributor, not the manufacturer, and do not add a separate warranty of our own. We will help you open and pursue a warranty claim with the manufacturer for anything bought from us — email us with your order number and a description of the fault.