Thorlabs, Inc. is committed to exceeding customer requirements by providing customers with the highest quality products, services, and same-day fulfillment. In its pursuit of total customer satisfaction, Thorlabs, Inc. strives for continual business system improvement based on established quality objectives and measured performance.
Requesting Return Authorization
Products returned to Thorlabs, Inc. must have a Returns Material Authorization (RMA) number. Return authorization requests can be made by contacting our Returns Department via phone at 1-973-300-3000 or email at firstname.lastname@example.org .
Our RMA team is available for any questions regarding product performance concerns, warranty repairs, inaccuracies in your order, or shipment concerns.
Please have your purchase order number or our sales order number available as proof of purchase when you request authorization for return. When possible, items should be returned in their original condition and in original packaging with all paperwork intact. The RMA number provided to you MUST be written on the outside of the shipping package for immediate identification. We will provide shipping instructions at the time the RMA number is assigned. RMA numbers will remain active for 30 days from the date of issue. Products must be returned to Thorlabs, Inc. during that time. All packages must be sent to the following address unless instructed otherwise by our RMA staff:
Thorlabs Inc. 56 Sparta Avenue Newton, New Jersey 07860 USA Attn: (RMA Number)
Additional Tips for Non-US Customers Returning Items to the US: Please note that the declared value of your shipment should be equal to the original selling price of the item(s) at the time of purchase. The shipment should be sent DDP (Incoterms 2010) with the customer being responsible for all importation fees and documentation unless a UPS return label has been provided to you by a member of the Thorlabs team. Please indicate the reason for the return on the customs invoice used to send back the items: Return of previously exported goods, Return for Replacement of previously exported goods, or Return for Repair of previously exported goods, to be re-exported upon completion of repair. Thorlabs Inc. will not be responsible for customs fees, taxes, duties or other fees levied as a result of improper labeling or documentation. In such instances, we will add fees incurred to your invoice or will bill separately.
Thorlabs Return Policy
Thorlabs is dedicated to manufacturing products and providing services that exceed our customers' expectations. We understand products may need to be returned from time to time and strive to work with you to make that process as seamless as possible. Information about our product warranty terms and return policy can be found in our General Terms and Conditions of Sale as well as on the item-specific product page of our website.
With the exception of gas cells, specials, and custom items, all standard catalog items (i.e., those available from stock on Thorlabs’ website) are eligible for a full refund within 30 days of purchase if the item is returned unopened, is in its original packaging, and is not from an OEM order. Restocking fees may apply based upon the quality and quantity of the items being returned or for requests to return goods outside of the initial 30 day return period. Product warranty durations can be found in our General Terms and Conditions of Sale and on product pages of our website.
Repair charges typically include parts, labor, and shipping and will be quoted accordingly. Acceptance of the quote is required prior to any work being performed. In all circumstances, the customer is responsible for all shipping charges, including customs and duties if applicable.
Any specials, modifications, or customized items (including custom patch cables) that meet the stated specifications are not eligible for return. In addition, any products that have come in contact with biological specimens or hazardous materials cannot be returned. Please refer to our General Terms and Conditions for more information on items that are not covered by our Limited Warranty.
The following Thorlabs Quality System documents have been made available, in pdf format, for the conveinience of our customers. It should be noted that all documents available on this page reflect the most current revision, but are offered as uncontrolled copies of those documents. These documents are intended for general reference purposes only, as all content is subject to change without notification.
If there are other quality system documents that you would like to request be made available on this page, please contact the Thorlabs Quality Manager.