What if I receive a defective item or ordered the wrong one?

We will gladly grant a full credit or replacement if you receive a defective product or an item that does not match your order. If you ordered an item by mistake, we may issue a partial credit. Items returned due to customer error may incur additional charges if inspection, reworking, or refurbishing is necessary.

Which items cannot be returned to Aladdin Scientific?

For safety and quality control purposes, the following items are excluded from our 60-day return policy and cannot be returned for credit: Opened reagents, diagnostics, or chemicals. Customized, personalized, or discontinued products. Items not purchased directly from Aladdin Scientific. Products priced at $1,000 or above. Products shipped outside of the United States. Items that are outdated, used, defaced, or otherwise unsuitable for resale.

Can I cancel an Aladdin Scientific order after it ships?

If your order has shipped but you have not yet accepted delivery, you can still cancel by contacting us within 5 days. We'll provide disposition instructions, and you may be responsible for the return shipping expenses.

Document 07 · Returns & Cancellations

Return & Refund Policy

Changed your mind, got the wrong item, or something arrived defective? Here's how cancellations, returns, and refunds work.

Last updated February 2026 Reading time 4 min read Print version →

Key points

The short version

60-day return window on eligible U.S. purchases — full credit of the purchase price, excluding freight.
Cancel free before shipment. After shipment, contact us within 5 days; you may owe return freight.
RMA number required. Returns sent without one are shipped back to you at your expense.
Not returnable: opened chemicals, items $1,000+, international orders, customized or discontinued items.

§ 01

Order cancellations

Before shipment: You have the right to cancel your order at no cost anytime before it is picked up by the shipping carrier.
After shipment: If your order has shipped but you have not yet accepted delivery, you can still cancel by contacting us within 5 days. We'll provide disposition instructions, and you may be responsible for the return shipping expenses.

§ 02

Our 60-day return guarantee

For products purchased within the United States, we offer a generous 60-day return window. You may return eligible items within 60 days of purchase for a full credit of the purchase price — excluding freight costs.

How to process a return

1. Request an RMA number: Contact our customer service team to obtain a Return Material Authorization (RMA) Number.
2. Mark your shipment: Clearly write the RMA number on your return shipping documents.
3. Send it back: Ship the item back to us following the instructions provided with your RMA.

No RMA, no returnProducts returned without an authorized RMA Number cannot be processed and will be sent back to you at your expense.

§ 03

Items not eligible for return

For safety and quality control purposes, the following items are excluded from our 60-day return policy and cannot be returned for credit:

Opened reagents

Opened reagents, diagnostics, or chemicals.

Customized or discontinued

Customized, personalized, or discontinued products.

Third-party purchases

Items not purchased directly from Aladdin Scientific.

High-value items

Products priced at $1,000 or above.

International orders

Products shipped outside of the United States.

Used or damaged

Items that are outdated, used, defaced, or otherwise unsuitable for resale.

§ 04

Refunds and credits

Our mistakes: We will gladly grant a full credit or replacement if you receive a defective product or an item that does not match your order.
Ordering errors: If you ordered an item by mistake, we may issue a partial credit. Items returned due to customer error may incur additional charges if inspection, reworking, or refurbishing is necessary.
Credit adjustments: Aladdin reserves the right to reverse a credit if an authorized item is never actually returned, or if our inspection determines the returned product is not defective.

§ 05

Hazardous materials

⚠

Safety is criticalIf you are authorized to return hazardous materials, you must strictly adhere to Department of Transportation (DOT) regulations and any other applicable rules regarding proper packaging, labeling, and shipping.

§ 06

Warranty and liability

We warrant that all delivered products will substantially conform to the descriptions provided on our website. If a product is proven to be defective or nonconforming, your exclusive remedy is either:

A free replacement of the product: We'll send you a new, conforming unit at no cost.
A refund of the purchase price: Provided you follow the return instructions outlined in this policy.

Limit of liabilityUnder no circumstances is Aladdin liable for indirect, special, incidental, or consequential damages, including lost profits. See the Terms & Conditions of Sale for the full liability cap.

Ready to start a return?

Our customer service team can issue an RMA and walk you through packing and shipping.

[email protected]