Returns for credit must be made within thirty (30) days of invoice date. No returns will be accepted after this period.
All returns must be accompanied by a copy of our return authorization form referencing a valid RMA# from our Customer Service Department. All returns must be received no later than sixty (60) days from the issue date of the RMA. To be eligible for full credit, merchandise must be in original shipping cartons and must be complete with all packing materials.
ALL returns MAY be subject to a 15% restocking fee. NO RETURNS OR CANCELLATIONS ON CUSTOM ORDERS.
BTX will provide full credit for the following:
1. Items not supplied in accordance with your order 2. Items that are defective at the time of receipt 3. Items being exchanged for similar or greater value
Returns not acceptable for credit include:
1. Items that have been customized (i.e 98xxxx numbers) 2. Items that are outdated, shelf-worn, damaged, or used and therefore unsuitable for return to stock for resale 3. Chemicals or sterile items that have been opened 4. Product(s) that have been exposed to harmful, toxic or hazardous substances
If your product is out of warranty and requires repair, you must obtain an RMA to facilitate the return process. All repairs are subject to the following:
1. Repair orders charged on a time and materials basis 2. $150 per hour for labor with a $150 minimum labor charge 3. All repairs are performed on a first in/first out basis, after receipt of a valid form of payment 4. Estimates available upon request 5. Some older products may not be repairable due to component obsolescence
In the event that you need to return your instrument to us for service or credit, the following instructions should be followed:
Instruments covered by Warranty
Please contact Technical Support by e-mail or using the contact form for advice, before following this returns process. You will need to have the instrument serial number and model available for this.
Instruments out of Warranty
You will need to provide a purchase order number along with the instrument serial number and model for the repair on your returns form. Please contact Technical Support by e-mail or using the contact form to get cost information for the service you are requesting.
For all other returns enquires
To contact us from the USA, Canada or Mexico, please e-mail email@example.com or call +1 877-246-2476 or use our contact form.
To contact us from everywhere else, please e-mail firstname.lastname@example.org or call +44 (0) 1223 427890 or use our contact form.
Please follow these steps to insure that your return is processed correctly:
Complete and submit the Return Materials Authorization Form (download) to email@example.com to obtain a returns authorization number. This number needs to be written clearly on the outside of your returns package. Please do not send your package to us, until you have received a returns authorization number.
Download, complete and sign a Declaration of Contamination Status Form (download) and include this certificate with your package. Please put one copy of this on the outside and a second copy inside of your package.
Note: Instruments which are returned without a decontamination certificate will not be processed. This could result in significant delays and additional administration charges for your repair.
IMPORTANT: For returns outside the EU, please complete your commercial invoices, making sure that you indicate the true commercial value of the return. Please also state the following on your invoice: “Temporary Import – Item Returning to Supplier for repair”
Send the package to BTX per instructions from the Returns/Repairs department using your own carrier. The goods being returned must be securely packaged and in a manner to prevent damage during transit.
• Fill out and submit an RMA form. • Provide a purchase order number for repair. • Write the return number on outside of package. • Include decontamination certificate on outside and inside of package. • Customs declaration of true value. • Customs declaration: Temporary Import etc. • Read and understood the returns terms and conditions