Home > Support > Returns

Returns Policy

Grant Instruments are committed to supplying product of the highest quality. However on rare occasions products may be found to be faulty. We aim to quickly rectify these defects and would ask that our customers follow a simple returns process. This will ensure the efficient and timely handling of all returns which will result in minimal disruption to our customers.

Some defects can be rectified by discussing set-ups etc on the telephone with our Service Department or Technical Sales staff. We would ask that you initially make contact by telephone or email prior to returning any goods.

Returns Process for items requiring repair:

  1. Contact Grant Instruments or your distributor
  2. Give details of the product type, defect and serial number
  3. Obtain return authorisation number
  4. Complete decontamination certificate, place a copy with the product and attach a copy to the outer carton/box
  5. Package unit to avoid product damage during transit and identify package with return authorisation number
  6. Return product to distributor or Grant Instruments

Please note that if products are returned that have been used in hazardous environments or have been contaminated with a potentially harmful substance a de-contamination certificate must be enclosed with the returned product. Please also attach a copy of the decontamination certificate to the outer carton/box.  It remains the user's liability to ensure Grant Instruments (and/or distributors) are aware of any such contamination at all times (chemical, biological or radioactive).

 Decontamination Certificate

We will:

  • Evaluate the product on receipt and contact the customer to advise of any repair cost and repair/return time to our customer (non-warranty product or for repairs outside the warranty policy coverage)
  • If the product cannot be repaired and the unit is within warranty, and the product has been used within the conditions of the warranty policy, we will replace this product with a new product.

Inspection Charge
For product that is returned outside its warranty period a standard inspection fee is chargeable. The fee is waived if the repair is authorised by the customer.

Beyond Economical Repair
Products returned to Grant Instruments outside the warranty period which are deemed to be beyond economical repair will be charged an inspection fee or a disposal fee if products have become contaminated. This fee may be waived or reduced if a replacement unit is purchased directly from Grant Instruments.

For repairs carried out under warranty, no charge is made for labour, materials or return carriage within the UK. Freight will be chargeable outside the UK.