Refund and Returns Policy

Last Updated: August 14, 2026

Thank you for purchasing from PNP Instruments (“PNP Instruments,” “we,” “us,” or “our”). We want our return and refund terms to be clear before you make a purchase.

This Refund and Returns Policy applies to products purchased directly through pnpinstruments.com. Products purchased through an authorized distributor, marketplace, reseller, or other third party are generally subject to that seller’s return and refund policies.

This Policy is divided into two main sections:

  1. Orders Shipped Within the United States

  2. Orders Shipped Outside the United States (International Orders)

Nothing in this Policy is intended to limit any non-waivable rights or remedies available to you under applicable consumer protection law.

1. ORDERS SHIPPED WITHIN THE UNITED STATES

1.1 Standard 30-Day Return Period

For orders delivered to an address within the United States, we generally accept eligible returns requested within 30 calendar days after delivery.

To qualify for a standard return, the product must:

  • be returned within the applicable return period;

  • include proof of purchase or the applicable PNP Instruments order number;

  • be in substantially the same condition in which it was received;

  • include the original packaging, accessories, manuals, components, and other items originally supplied with the product; and

  • not have been damaged through misuse, abuse, improper installation, unauthorized modification, accident, neglect, improper storage, or other causes occurring after delivery.

We reserve the right to inspect returned products before approving a refund.

1.2 Starting a Return

Before shipping a product back to us, please contact:

Email: kevin@pnpinstruments.com

Please provide:

  • your name;

  • order number or proof of purchase;

  • product being returned;

  • reason for the return; and

  • photographs or other relevant information if the product is damaged, defective, or incorrect.

We may provide return instructions or a return authorization.

Do not send a return until you have received return instructions from us. Unauthorized returns may experience processing delays.

1.3 Change-of-Mind Returns

If you are returning a product because you changed your mind, ordered the wrong product, no longer need the product, or for another reason that is not caused by an error by PNP Instruments:

  • you are responsible for the cost of return shipping;

  • original shipping and handling charges are generally non-refundable;

  • the product must satisfy the return eligibility requirements stated above; and

  • any expedited, priority, or special shipping charges are non-refundable.

We strongly recommend using a trackable and insured shipping method. PNP Instruments is not responsible for customer returns that are lost or damaged before being received by us.

1.4 Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery.

If you believe your product arrived damaged, is defective, or is materially different from the product you ordered, contact us as soon as reasonably possible at kevin@pnpinstruments.com.

Please include your order number and, where reasonably possible, photographs or video showing the problem.

After reviewing the claim, we may, as appropriate:

  • provide troubleshooting or technical support;

  • replace the product or affected component;

  • provide a prepaid return shipping label;

  • repair the product, where appropriate; or

  • issue a full or partial refund.

If we determine that the product was defective, damaged before or during delivery, or incorrectly shipped by us, PNP Instruments will generally bear reasonable return shipping costs.

Damage resulting from misuse, improper handling, unauthorized modification, incorrect installation, normal wear and tear, or other causes occurring after delivery is not considered a shipping defect or fulfillment error.

1.5 Exchanges

We generally provide direct exchanges for products that are defective, damaged, or incorrectly supplied, subject to product availability.

For change-of-mind purchases, the fastest method of obtaining a different product may be to return the eligible original product for a refund and place a new order.

If a replacement product is unavailable, we may issue a refund instead.

1.6 Non-Returnable or Restricted Items

Unless required otherwise by applicable law, we may refuse or reduce a refund for:

  • products returned after the applicable return period;

  • products materially damaged after delivery due to customer misuse, neglect, accident, improper installation, or unauthorized modification;

  • products missing material components, accessories, or parts;

  • customized, specially manufactured, or personalized products identified as such before purchase;

  • clearance or final-sale products clearly identified as non-returnable before purchase; or

  • products that cannot reasonably be resold for health, safety, regulatory, or similar reasons, where permitted by law.

A final-sale designation does not eliminate rights that cannot legally be waived, including applicable rights concerning defective, incorrectly supplied, or otherwise nonconforming goods.

1.7 Inspection and Refund Approval

After we receive your return, we will inspect it and determine whether it qualifies for a refund.

We may contact you if additional information is necessary.

If the return is approved, the refund will generally be issued to the original payment method.

Where appropriate and permitted by law, a refund may be reduced to account for missing components or damage caused after delivery that materially reduces the value of the returned product.

We will not impose such deductions for damage or defects attributable to PNP Instruments or the shipping process.

1.8 Refund Processing Time

Once an approved refund is processed by PNP Instruments, please allow approximately 5–7 business days for us to initiate or process the refund, unless a shorter period is required by applicable law.

Your bank, card issuer, payment processor, or financial institution may require additional time to post the refund to your account.

If you have received confirmation from us that a refund was issued but it has not appeared after a reasonable period, please first contact your bank or payment provider and then contact us at kevin@pnpinstruments.com.

1.9 Original Shipping Charges

For ordinary change-of-mind returns, original shipping, handling, expedited delivery, and similar charges are generally non-refundable.

If the return results from an error by PNP Instruments, such as sending the wrong product, or from a product arriving damaged or defective, we will refund applicable standard shipping charges where appropriate or required by law.

1.10 Lost, Missing, or Undelivered Orders

If your tracking information indicates a delivery problem or you have not received your order, contact us at kevin@pnpinstruments.com.

We may investigate the shipment with the applicable carrier before issuing a replacement or refund.

If we cannot fulfill or ship an order within the applicable promised shipping period, we will handle the delayed order, cancellation options, and any required refund in accordance with applicable U.S. law.

2. ORDERS SHIPPED OUTSIDE THE UNITED STATES — INTERNATIONAL ORDERS

International orders involve additional shipping, customs, tax, and regulatory considerations. The following provisions apply to products delivered outside the United States.

2.1 Applicable Consumer Rights

PNP Instruments is a United States-based seller.

However, customers purchasing from outside the United States may have mandatory consumer protection rights under the laws applicable to their transaction.

Nothing in this Policy excludes, restricts, or modifies a consumer right or remedy that cannot lawfully be excluded, restricted, or modified by contract.

Where mandatory consumer protection law applicable to your purchase provides you with rights greater than those stated in this Policy, those mandatory rights will apply to the extent required by law.

2.2 International Change-of-Mind Returns

Subject to any mandatory rights applicable in the customer’s jurisdiction, an international customer wishing to make a voluntary change-of-mind return should contact us within 30 calendar days after delivery.

The product must satisfy the applicable return eligibility requirements described in this Policy.

For voluntary international returns:

  • the customer is responsible for return shipping costs;

  • original international shipping charges are generally non-refundable;

  • customs duties, import taxes, brokerage charges, clearance charges, and similar government or carrier fees are generally non-refundable by PNP Instruments;

  • the customer is responsible for properly packaging the return; and

  • the customer should use a trackable and adequately insured shipping method.

International return shipping can be expensive. We recommend contacting us before sending a product back.

2.3 International Damaged, Defective, or Incorrect Products

If an international order arrives damaged, defective, or materially different from what you ordered, contact us promptly at:

kevin@pnpinstruments.com

Please provide:

  • your order number;

  • a description of the problem;

  • photographs of the product;

  • photographs of the packaging if shipping damage occurred; and

  • video or other supporting evidence where reasonably necessary to identify the issue.

Depending on the circumstances, applicable law, product value, shipping cost, and availability, we may provide an appropriate remedy such as:

  • replacement parts;

  • a replacement product;

  • repair assistance;

  • reimbursement of reasonable return shipping;

  • a partial refund; or

  • a full refund.

We may require the product to be returned before issuing a replacement or refund, except where applicable law requires otherwise.

2.4 Customs Duties, Taxes, VAT, GST, and Import Charges

International orders may be subject to:

  • customs duties;

  • import taxes;

  • VAT or GST;

  • customs brokerage fees;

  • carrier processing charges; or

  • other charges imposed by governmental authorities or third parties.

Responsibility for these amounts depends on the checkout terms, destination, shipping arrangement, and applicable law.

Unless PNP Instruments expressly collects a particular tax, duty, or import charge during checkout or applicable law requires otherwise, the customer is generally responsible for charges imposed upon importation.

PNP Instruments does not control charges independently assessed by customs authorities, governments, brokers, or carriers.

2.5 Refused International Shipments

Please do not refuse an international shipment solely to initiate a return.

If a customer refuses delivery or fails to complete customs clearance for reasons not attributable to PNP Instruments, the carrier may return, abandon, destroy, or otherwise dispose of the shipment.

Where permitted by law, any refund issued after such an event may be reduced by amounts actually incurred by PNP Instruments, including:

  • outbound shipping;

  • return shipping;

  • customs charges;

  • duties or taxes charged to us;

  • brokerage fees;

  • carrier fees; and

  • other non-recoverable costs directly associated with the refused or unclaimed shipment.

No such deduction will be made where prohibited by applicable law.

2.6 Incorrect or Incomplete International Address

Customers are responsible for providing a complete and accurate shipping address.

If an order cannot be delivered because the customer provided an incorrect or incomplete address, additional shipping, return, redirection, customs, or carrier charges may apply.

Where permitted by law, these actual costs may be deducted from any refund.

Please contact us immediately if you discover an address error. We cannot guarantee that an address can be changed after an order has entered fulfillment or been transferred to the carrier.

2.7 International Return Shipping

Do not return an international product without first contacting us.

Unless we provide different instructions, approved returns should be sent to:

PNP Instruments
23217 Doris Way
Torrance, CA 90505
United States of America

International customers are responsible for ensuring that return customs documentation accurately identifies the shipment as returned merchandise where appropriate.

PNP Instruments is not responsible for delays, customs charges, or import assessments caused by inaccurate return documentation supplied by the customer.

2.8 International Refunds and Currency Differences

Approved refunds are generally issued through the original payment method and in the transaction currency supported by our payment processor.

PNP Instruments does not control:

  • foreign exchange rates;

  • currency conversion fees;

  • international transaction fees;

  • card issuer fees; or

  • exchange-rate differences between the original purchase date and refund date.

As a result, the amount credited in your local currency may differ from the local-currency amount originally charged.

Unless required by applicable law or caused by our error, PNP Instruments is not responsible for losses resulting solely from currency conversion or fees independently imposed by banks, card issuers, payment processors, or other financial institutions.

2.9 Country-Specific Mandatory Rights

Some countries and regions provide consumers with mandatory cancellation, withdrawal, conformity, warranty, repair, replacement, or refund rights.

For example, certain jurisdictions may provide qualifying consumers with a statutory period in which they can cancel an eligible online purchase without providing a reason.

Where such laws legally apply to your transaction, PNP Instruments will honor the applicable mandatory consumer rights notwithstanding any shorter or more restrictive provision of this Policy.

Any statutory exceptions to those rights, including exceptions applicable to customized goods or other legally exempt products, will continue to apply.

3. CHARGEBACKS AND PAYMENT DISPUTES

We encourage customers to contact us first if there is a problem with an order so that we have an opportunity to investigate and resolve it.

Nothing in this Policy prevents a customer from exercising any lawful rights available through their card issuer, payment provider, or applicable consumer protection law.

We reserve the right to provide order records, shipment tracking, delivery confirmation, correspondence, return records, and other relevant transaction information to a payment provider or financial institution when responding to a payment dispute.

4. ABUSE OF THE RETURN POLICY

We reserve the right, to the extent permitted by applicable law, to reject fraudulent or abusive return requests.

Examples may include deliberate product damage, substitution of a different product, falsified evidence, returning materially incomplete products, or repeated conduct reasonably indicating misuse of the return process.

This provision does not limit legitimate warranty claims, statutory consumer rights, or claims involving genuinely defective, damaged, or incorrectly supplied products.

5. CANCELLATIONS BEFORE SHIPMENT

If you wish to cancel an order before shipment, contact us as soon as possible at kevin@pnpinstruments.com.

We will make reasonable efforts to accommodate cancellation requests. However, we cannot guarantee cancellation once an order has entered fulfillment or has been transferred to a shipping carrier.

Any rights concerning delayed or unshipped orders provided by applicable law remain unaffected.

6. CONTACT US

For returns, refunds, exchanges, damaged products, or questions regarding this Policy, contact:

PNP Instruments
23217 Doris Way
Torrance, CA 90505
United States of America

Email: kevin@pnpinstruments.com

Please include your order number whenever possible so that we can assist you efficiently.