Return & Refund Policy

Customer Protection & Terms

Return & Refund Policy

Guidelines on order cancellations, return eligibility, restocking fees, and RMA requests for NWSPEC scientific instruments and laboratory solutions.

⏱️
24-Hour Cancellation Zero fees within 24 hours
📦
30-Day Return Window For unused standard equipment
🛡️
Defect Coverage Report within 7 days for full remedy
💳
10-Day Refunds Processed upon inspection

How to Request a Return (RMA Process)

To ensure safe transit and proper receiving, all returns require prior authorization before shipment.

1

Submit Request

Email sales@nwspec.com with your order number, serial number, reason for return, and photos if damaged.

2

Receive RMA Number

Our technical support team will evaluate your request within 1–2 business days and provide an official RMA authorization and shipping label details.

3

Ship & Inspect

Package the instrument securely in its original crating with the RMA clearly marked. Once received, our lab inspects and processes your refund within 10 days.

Eligibility & Restocking Schedule

Standard Items

25% Restocking Fee

Applies to standard catalogue instruments returned within 30 days of delivery. Must be unused, in original packaging, and in 100% resalable condition.

Custom Builds

50% Restocking Fee

Applies to customized, application-specific, or OEM configurations. Due to specialized calibration, custom units cannot be cancelled once production starts.

Final Sale

Non-Returnable Items

Software licenses, optical lamps, deuterium bulbs, consumable reagents, and single-use sensor components are final sale and non-refundable.

Order Cancellations

We begin order calibration and queue scheduling quickly after placement.

  • Within 24 Hours: Cancellations are accepted at no charge.
  • After 24 Hours: Subject to factory approval and may incur component restocking fees based on testing progress.
  • OEM & Custom Orders: Non-cancellable once manufacturing commences.

Damaged or Defective Shipments

We stand behind the quality and integrity of every instrument we deliver.

  • Notification Period: Report transit damage or functional defects within 7 days of delivery.
  • Documentation: Provide photos or video of the external crate, inner packaging, and instrument condition.
  • Resolution: NWSPEC will arrange immediate repair, replacement, or a 100% full refund at no additional customer cost.

Warranty & Long-Term Technical Support

All NWSPEC instruments include our standard manufacturer warranty. For repairs, calibration re-certification, spare parts, or support outside the 30-day return window, our dedicated after-sales engineering team is available year-round.

Need to Initiate an RMA or Discuss an Order?

Our sales and engineering team is available Monday through Friday, 9:00 AM – 6:00 PM (CST).

Email sales@nwspec.com +86 189 6516 4839

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Frequently Asked Questions

How can I contact you?

Feel free to call us T+86 189-6516-4839
or email  sales@nwspec.com to:

• Place an order
• Ask for a quote
• Or if you have any other questions

You will always get a live person here at NWSPEC; never an automated system! 

We are open from 6:00AM - 7:00PM Eastern Time, Monday - Friday. 

Where can I find application notes?

If you have any questions regarding the application notes, or can't find the one you are looking for, please contact Sales at sales@nwspec.com



Do you have instructional manuals for your instruments to download?

Yes, we have instructional manuals for our instruments. They can be found on https://nwspec.com/pages/resource .

If you don't see the one you are looking for, please contact: sales@nwspec.com