Refund and Returns Policy

1. Consumer Returns & Cancelations

If you are purchasing equipment as an individual consumer, you have the legal right to cancel your order within 14 days of receiving your goods.

  • Cancelations Before Dispatch: You can cancel your order in full for an immediate refund. Please call us immediately at 0121 270 6212.
  • Cancelations After Dispatch: You must notify us by email at sales@thescalecompany.co.uk within 14 days of receipt. You must return the goods unopened, unused, and at your own cost and risk within 14 days of your notification.
  • Return Conditions: Goods must be securely packed in their original, unopened packaging. We strongly advise using a trackable, insured shipping method. We cannot issue refunds for items we do not receive.
  • Refund Process: Original delivery costs are non-refundable unless the item is faulty or sent in error. Once received, your refund will be processed within 5 working days.

2. Business-to-Business (B2B) Returns

We do not supply equipment on a trial basis. Business customers are solely responsible for verifying the suitability, specifications, and compatibility of all weighing systems, software, and accessories before purchasing.

Return Authorisation (RMA)

No business returns will be accepted or processed without a Return Materials Authorisation (RMA) number. To request an RMA, please email sales@thescalecompany.co.uk. The issued RMA number must be clearly displayed on your outer shipping label without marking or defacing the original factory packaging.

Unwanted B2B Goods

  • Eligibility: You may request a return for unopened, unused goods in original “as new” factory condition within 14 days of delivery.
  • Exclusions: We do not accept returns after 14 days, or on any items that have been opened, installed, powered on, or calibrated.
  • Return Conditions: Goods must be securely packed in their original, unopened packaging. We strongly advise using a trackable, insured shipping method. We cannot issue refunds for items we do not receive.
  • Refund Process: Original delivery costs are non-refundable unless the item is faulty or sent in error. Once received, your refund will be processed within 5 working days.
  • Specialist Equipment Rules:.
    • Calibration Certificates & Software: Charges for custom product configuration, factory calibration certificates, or unlocked data-logging software applications are strictly non-refundable.

3. Faulty Equipment & Manufacturer Warranty Claims

Faults Within 30 Days

If your equipment develops a technical manufacturing defect within 30 days of delivery, you are entitled to a repair, replacement, or refund.

  • Email sales@thescalecompany.co.uk immediately to arrange a Return Merchandise Authorisation (RMA).
  • Goods must be returned within 14 days of the RMA being issued, to the return address provided by The Scale Company.
  • Items must be returned in their original factory packaging with all included platforms, power adapters, manuals, accessories, and protective internal packaging.
  • If, following inspection, the equipment is found not to be defective, or if the fault has been caused by environmental damage, neglect, overloading, misuse, or improper operation, the return may be rejected and a return freight charge may apply.

Faults After 30 Days (Manufacturer Warranty)

All precision balances, industrial bench scales, and laboratory instruments carry a manufacturer warranty against defects in materials and workmanship.

  • Our Policy: This is a “back-to-base” warranty system. Customers are responsible for safely packaging the unit (ideally in its original factory box) and paying the cost of shipping the item back to our service centre or an authorised manufacturer facility for assessment. Once The Scale Company has been noticed that you wish to return an item(s), we will provide further instructions on where to ship this too.
  • Resolution: After 30 days, we will, in conjunction with the manufacturer, repair or replace the components that prove to be defective free of charge, subject to an authorized technical inspection.
  • Power Supplies & Batteries: In line with manufacturing limits, consumable items such as mains power adapters, external interfaces, and rechargeable batteries carry a limited 3-month warranty from the date of delivery.
  • Exclusions: The warranty strictly does not cover faults caused by accidental damage, liquid ingress (outside of specified IP-rated washdown models), electrical surges, environmental neglect, structural overloading, or standard calibration drift resulting from normal wear and tear. Proof of purchase is required for all claims.