Refund and Returns Policy | Lenox Instrumentation

At Lenox Instrumentation UK Ltd, we strive to ensure our customers are completely satisfied with their purchases. If you are not entirely happy with your order, our Returns and Refund Policy outlines your rights and how we handle returns, exchanges, and refunds.

Eligibility for Returns

We accept returns under the following conditions:

  • The item is unused, in its original condition and packaging

  • The return request is made within 14 days of receiving the item

  • A valid proof of purchase is provided (e.g. order confirmation or invoice)

We reserve the right to refuse returns if the item is damaged due to misuse or is not returned in its original state.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Customised or special-order products

  • Used instruments or those showing signs of wear

  • Items returned outside the eligible timeframe

  • Items not purchased directly from our website

Return Process

To initiate a return:

  1. Contact us at lenox-uk@lenoxinstruments.com with your order number, reason for return, and any relevant photos if applicable.

  2. We will respond within 2 business days with instructions and a return authorisation if applicable.

  3. Items must be securely packaged and returned to the following address:

Returns Address:
Lenox Instrumentation UK Ltd
7 Gainsborough Avenue
Blackburn, BB2 6HA
United Kingdom

Please note: customers are responsible for return shipping costs unless the item is faulty or sent in error.

Refunds

Once we receive and inspect the returned item:

  • If approved, we will process the refund to your original method of payment within 5–7 business days

  • You will receive an email confirmation once the refund is issued

  • Shipping charges (if any) are non-refundable unless the return is due to our error

Exchanges

We offer exchanges only for items that are defective or damaged upon arrival. Please contact us within 48 hours of delivery to request an exchange.

Faulty or Incorrect Items

If you receive an incorrect or faulty item:

  • Contact us at lenox-uk@lenoxinstruments.com within 48 hours of receiving the item

  • Provide order details and photos where necessary

  • We will arrange a replacement or refund at no additional cost

Contact Us

For any questions or concerns related to returns and refunds, please contact:

Email: lenox-uk@lenoxinstruments.com
Phone: +44 7546 595399
Hours: Monday – Friday, 9:00 AM – 5:00 PM