Return Policy
At Kay Scientific, we take pride in providing reliable products and responsive, personalized service. Because many of our products are professional medical, diagnostic, or testing supplies, certain products may not be eligible for return once opened or when they can no longer be safely resold. Please review the policy below before requesting a return.
Return Requests
Return requests must be submitted within 15 calendar days of the date your order is delivered.
To request a return, email info@kayscientific.com and include:
- Your order number
- Your name and company name
- The product and quantity you would like to return
- The reason for the return
- Photographs of the product, packaging, shipping box, damage, or defect, when applicable
- The product lot number and expiration date, when applicable
Please do not return merchandise without prior authorization. Products returned without approval may not qualify for a refund or credit.
Return Eligibility
To be considered for return, products must be:
- Unused, unopened, and in their original sealed packaging
- In clean, undamaged, and resalable condition
- Free of writing, labels, stickers, markings, or other alteration
- Returned with all original components, inserts, and packaging
- Stored and handled according to the manufacturer’s requirements
- Within an acceptable expiration period for resale
Approval of a return request does not guarantee a refund. All returned merchandise is subject to inspection after it is received.
Restocking Fees
Approved returns may be subject to a restocking fee of up to 25%, depending on the product, condition of the merchandise, quantity returned, manufacturer or supplier requirements, and costs associated with processing and restocking the return.
The applicable fee, if any, will be communicated when the return is reviewed. Restocking fees will not apply when the return results from a Kay Scientific shipping error, a verified product defect, or merchandise that arrived damaged.
Non-Returnable and Final-Sale Products
For health, safety, quality-control, and regulatory reasons, the following products are not eligible for return unless Kay Scientific shipped the incorrect item or the product is confirmed to be defective or damaged upon arrival:
- Opened, used, partially used, or unsealed medical or diagnostic products
- COVID-19 and Respiratory test kits and other products identified as Final Sale
- Products with broken, removed, or altered seals
- Products that have been improperly stored, handled, or exposed to unsuitable temperatures or conditions
- Products with damaged, written-on, relabeled, or missing packaging
- Custom, special-order, or non-stock products
- Clearance, closeout, or short-dated products when their condition or expiration date was disclosed before purchase
- Expired products
- Products that cannot be safely resold for health or safety reasons
Damaged, Defective, Missing, or Incorrect Products
Please inspect your shipment promptly after delivery.
If your order arrives damaged, contains an incorrect product or quantity, or appears to be defective, contact info@kayscientific.com as soon as possible, preferably within five business days of delivery.
Please retain the product, all original packaging, shipping materials, lot information, and expiration information while we review the claim. We may request photographs or additional information to help determine the appropriate resolution.
When Kay Scientific confirms that an item was damaged in transit, shipped incorrectly, or is defective, we will work with you to provide an appropriate replacement, refund, or account credit. No restocking fee will apply, and Kay Scientific will cover authorized return shipping when a physical return is required.
Product-performance concerns may require additional information and evaluation by the manufacturer before a replacement, refund, or credit can be approved.
Return Shipping
Once your return is approved, Kay Scientific will provide return instructions and, when applicable, a prepaid shipping label.
For returns resulting from customer ordering errors, excess inventory, a change of mind, or products no longer needed:
- The customer is responsible for return-shipping costs.
- If Kay Scientific provides a prepaid return label, the cost of that label may be deducted from the refund or credit.
- Original shipping and expedited-delivery charges are non-refundable.
Kay Scientific will pay authorized return-shipping costs when the return results from our error, confirmed shipping damage, or a verified product defect.
Approved merchandise must be shipped within 10 calendar days of receiving return authorization. Return authorization may expire if the merchandise is not shipped within that period.
Refunds and Account Credits
After the merchandise is received and inspected, we will notify you whether the return has been accepted.
Approved refunds will be issued to the original payment method, less any applicable restocking fee, return-shipping charge, original shipping charge, promotional adjustment, or other amount disclosed during the return process.
Please allow 5–10 business days after approval for Kay Scientific to process the refund. Your bank or credit-card company may require additional time to post it to your account.
If an order was paid by invoice, ACH, electronic check, or business credit terms, Kay Scientific may issue an account credit or refund using the appropriate original payment method.
Order Cancellations
If you need to cancel or change an order, contact us as soon as possible. We will make every reasonable effort to assist you; however, orders that have already been processed, packed, or shipped cannot be guaranteed cancellation and may be subject to this return policy.
Special-order and custom products cannot be canceled once the order has been submitted to the manufacturer or supplier.
Questions or Assistance
We understand that every situation can be different, and our team is happy to review your request personally.
For questions about a return, damaged shipment, or product concern, please contact:
Kay Scientific
Email: info@kayscientific.com
This policy does not limit any rights or remedies that cannot be excluded under applicable law.
