Returns, Exchanges, and Repairs

Refunds

Everything LabJack sells has a 60-day money-back guarantee, and you can request a refund if you are not satisfied with a product for any reason. Refund requests are initiated from your LabJack account:

Log into your account here .
Review your order history, and select the order used to purchase your return device(s).
Click the “Request a return or repair” link located at the top of the order review page.
Fill out the required information and follow the instructions to submit your return request for review.

Upon approval, you will receive an automated email with a return number and instructions on how to proceed with your return. Additional emails are automatically sent at the following steps in the refund process:

Your return is received at our facility.
Your refund is processed and your return is completed.

Refunds on returned devices are processed when the returned devices reach our facility and are inspected. Repackaging fees may apply (see repackaging fees below).

Exchanges

Product exchanges are treated as refunds. Return your unwanted device for a refund, and place a new order for the device or devices that better suit your needs. Refunds on returned devices are processed when the returned devices reach our facility and are inspected. Repackaging fees may apply (see repackaging fees below).

Repairs

The following repair instructions apply to orders placed on or after July, 15 2015. Please contact LabJack support for assistance repairing devices ordered before July, 15 2015.

Please contact LabJack first if you feel your device is damaged. Oftentimes we can solve issues remotely and prevent unnecessary returns. Repair inquiries may be submitted to our support team for prompt assistance.

If we are unable to resolve your issue, and a repair is necessary, you will be instructed to initiate a repair request. Repair requests are initiated from your LabJack account:

Log into your account here .
Review your order history, and select the order used to purchase your repair device(s). If you did not purchase the device see the next section below.
Click the “Request a return or repair” link located at the top of the order review page.
Fill out the required information and follow the instructions to submit your repair request for review.

Please only return the device being repaired. Original product packaging or accessories are not necessary, and might not be returned if they are included; e.g, USB cable, Ethernet cable, documentation, etc.

Upon approval, you will receive an automated email with a return number and instructions on how to proceed with your repair. Additional emails are automatically sent at the following steps in the repair process:

Your device is received at our facility.
Your repair is completed.

In certain situations, a complete repair may not be possible due to extensive damage to a device. In such cases, we will notify the customer of our findings. Depending on circumstances, options can be discussed for either a partial repair or a discount for replacement.

Refunds/Repairs if you did not purchase the item

The instructions require you to login to the account under which the device was purchased. If that is not possible we will need to initiate the return for you. Register for an account if you don't already have one, and email us the following information:

Username.
Item(s) to return. Include serial numbers if possible.
Email address.
Phone number.
Return shipping address.
Reference to discussion with LabJack Support about the issue.

Refunds/Repairs for purchases from distributors

Refund and repair inquiries for devices not purchased directly from LabJack must be directed to the distributor from which the device was originally purchased. Our list of official international distributors is located on the International Sales page. Our distributors will provide their return policies and any other special instructions to return your device for service.

Shipping fees

Shipping fees associated with the original purchase are not included in the final refunded amount for devices returned for refund.
The customer is responsible for transport method and the cost of shipping when returning items to our facility (returns and repairs).
LabJack will pay for the shipping cost to return repaired items to the customer, and will generally use the least-expensive tracked shipping method to return repaired devices to the customer. Contact us to arrange for alternate shipping methods to suit your needs. Additional shipping charges may apply.

Restocking and repackaging fees

LabJack does not charge restocking fees for returned products. However, a repackaging fee up to 15% is possible on returned items if the original product packaging is absent or significantly damaged.