Thorlabs, Inc. is committed to exceeding customer requirements by providing customers with the highest quality products, services, and same-day fulfillment. In its pursuit of total customer satisfaction, Thorlabs, Inc. strives for continual business system improvement based on established quality objectives and measured performance.
Requesting Return Authorization
Products returned to Thorlabs, Inc. must have a Returns Material Authorization (RMA) number. Return authorization requests can be made by contacting our Returns Department via phone at +81-3-6915-7701 or email at techsupport.jp@thorlabs.com.
Our RMA team is available for any questions regarding product performance concerns, warranty repairs, inaccuracies in your order, or shipment concerns.
Please have your purchase order number or our sales order number available as proof of purchase when you request authorization for return. When possible, items should be returned in their original condition and in original packaging with all paperwork intact. The RMA number provided to you MUST be written on the outside of the shipping package for immediate identification. We will provide shipping instructions at the time the RMA number is assigned. RMA numbers will remain active for 30 days from the date of issue. Products must be returned to Thorlabs, Inc. during that time. All packages must be sent to the following address unless instructed otherwise by our RMA staff:
Thorlabs Japan Inc. 3-6-3 Kitamachi Nerima-ku Tokyo 179-0081 Japan Attn: (RMA Number)
Thorlabs Return Policy
Thorlabs is dedicated to manufacturing products and providing services that exceed our customers' expectations. At times, we understand products need to be returned and we strive to work with you to make that process as seamless as possible. Information about our product warranty terms can be found in our General Terms and Conditions of Sale as well as on the individual product page on our website.
Warranty Returns
All Thorlabs catalog items, with the exception of gas cells, are eligible for a full refund within 30 days of purchase if the item is returned unopened and in its original packaging. Product warranty durations can be found in our General Terms and Conditions of Sale and on product pages of our website. Restocking fees may apply based upon time since purchase, quality, and quantity being returned.
Non-Warranty Returns
Repair charges will typically include parts, labor, and shipping and will be quoted accordingly. Acceptance of the quote is required prior to any work being performed. The customer is responsible for all shipping charges including customs and duties if applicable, in all circumstances.
Any specials, modifications, or customized items (including custom patch cables) that meet the specifications provided are not returnable. In addition, any products that have come in contact with biological specimens or hazardous materials cannot be returned. Please refer to our General Terms and Conditions for more information on items that are not covered by our Limited Warranty.
The following Thorlabs Quality System documents have been made available, in pdf format, for the conveinience of our customers. It should be noted that all documents available on this page reflect the most current revision, but are offered as uncontrolled copies of those documents. These documents are intended for general reference purposes only, as all content is subject to change without notification.
If there are other quality system documents that you would like to request be made available on this page, please contact the Thorlabs Quality Manager.
