Our Return Policy

1. Our promise

At Jocane Enterprises we want you to be confident when buying school laboratory equipment, glassware, chemicals, reagents, and gas & water fittings. If an item is faulty, damaged in transit, or not what you ordered, we will work quickly to make it right by offering a refund, replacement, or store credit. To keep our service fair and safe for customers and schools, returns must meet the eligibility rules below.

2. Eligibility — what can be returned

• Timeframe: All returns must be requested and returned within 7 days of delivery (the delivery date shown on your invoice or tracking).
  
  
• Condition: Items must be returned in their original packaging, unused, and with all labels, seals, manuals and accessories. Glassware must be unbroken and in resalable condition.
  
  
• Chemicals & reagents: For safety and regulatory reasons, any chemical or reagent that has been opened, used, or whose safety seal has been broken is not eligible for return. Unopened, undamaged chemical products may be returned within 7 days if they meet the other eligibility rules.
  
  
• Exempt items: Custom orders, specially ordered items, perishable reagents with short shelf-life, and opened chemicals are non-returnable unless damaged or incorrectly shipped.
  
  

3. How to request a return

1. Contact our Customer Support within 7 days of delivery — use the contact details on our Contact Us page and include your order number, delivery date, and reason for the return.
   
   
2. For damaged or incorrect items, please attach clear photos showing the damage or the wrong product. For glassware breakage, include photos of the packaging and broken item.
   
   
3. Our team will review your request and provide a Return Authorization Number (RAN) and instructions for shipping the item back (if applicable). Do not send items back without a RAN—unauthorized returns may be refused.
   
   

4. Returns, exchanges and refunds

• Damaged or incorrect items: If we shipped the wrong product or an item arrived damaged, Jocane Enterprises will cover return shipping and provide a full refund or replacement, depending on your preference.
  
  
• Change of mind / unwanted items: We will accept eligible, unopened items returned within 7 days. Refunds for change-of-mind returns may be subject to inspection and a restocking fee or deduction for shipping costs; we will clearly communicate any deduction before processing. Exchanges or store credit are often the fastest option.
  
  
• Refund timeline: Once we receive and inspect the returned item, refunds are processed within 7–14 business days to the original payment method. We will notify you by email when the refund is issued.
  
  

5. Shipping costs & restocking

• Return shipping costs are covered by Jocane Enterprises if the return is due to our error (damaged, defective, or wrong item).
  
  
• For returns due to change of mind, the customer is typically responsible for return shipping unless otherwise agreed. A reasonable restocking fee may apply for large or bulky items; this will be disclosed up front.
  
  

6. Safety, disposal and opened chemicals

Opened chemical products may pose safety, health, or environmental risks and cannot be accepted for return. If you have opened chemicals you no longer need, do not pour them down drains or mix them with general waste. Contact our Customer Support for guidance on safe disposal or to arrange our assisted disposal service where available. We are happy to advise on safe handling, storage, and disposal best practices for reagents and lab chemicals.

7. Defective items and warranty

Many of our lab instruments and fittings carry manufacturer warranties. If an item fails under normal use within the warranty period, we will coordinate with the manufacturer for repair, replacement, or refund per the warranty terms. Keep your proof of purchase and warranty documents when making a claim.

8. How to contact us

To start a return, request disposal guidance, or report a damaged shipment, please contact our Customer Support via the contact details listed on our website’s Contact Us page. Have your order number, delivery date, and photos (if applicable) ready to speed up the process.