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 by phone at (973) 579-7227 or contact us via email at RMA@thorlabs.com for any and all questions regarding problems with products or shipments
from Thorlabs.
Please have your purchase order number, or our confirmation number available as proof of purchase when you request authorization for return. When possible, items should be returned 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:
Additional Tips for Non-US Customers: Thorlabs Inc
will not be responsible for customs fees, taxes, duties or other fees levied
as a result of improper labeling or documentation. We will add any such
fees to our invoice or will bill separately on warranty repairs. The declared
valued must be less than or equal to $10,000 for duty-free entry. Mark "RETURN
FOR REPAIR" in large letters on the outside of your shipping container.
On all forms that request country of origin, write "USA," not
the country from which the item is being shipped. Write " Country of
Origin: USA" clearly on the outside of your package.
Thorlabs Return Policy
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 original packaging. See below for details on custom items or
contact our Technical Support department to request any specially
machined items, modifications, or customized items.
After 30 days, Thorlabs will accept returns if the
item is received unopened and in original packaging. A 25% restocking
fee may apply based upon time since purchase and quantity being returned.
Credit will be issued only after receipt of product and evaluation
of condition (shipping charges not refundable).
If you receive items that have been damaged during
shipment, or find that your shipment is incomplete, please call us
within 10 days for an immediate replacement or repair. After 10 days,
an additional handling fee may be imposed.
Non-Warranty Returns*
Many of the items we sell require extremely careful
handling. When operated or handled properly they can be expected to
perform according to published specifications. The following exceptions
(subject to change or addition) are not eligible for return unless
unopened and in original packaging or grossly outside of specification:
Bare fiber (contained on original spool unopened or altered)
Thermal Detectors: Unmounted; Mounted on PCBs or Aluminum Plates
Any specials, modifications, or customized items
(including custom patch cables) meeting the specifications you provide,
are not returnable. Any products that have come in contact with biological
specimens or hazardous materials cannot be returned. Non-warranty repairs may be subject to a $50 minimum
evaluation fee. 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. Customer is responsible
for all shipping charges, in all circumstances.
NOTE: Thorlabs may choose to return items
that have any visible damage or signs of tampering, at the customer's
expense.
*Any order specific terms agreed to through
a signed Purchase Agreement at the time of the order will take priority
over this policy. In addition, any product specific warranty information
provided with a product will take priority over this policy.
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.
