Returns & RMA Policy

Inspection Window

Inspect every shipment within ten business days of receipt. Visible damage or shortage must be reported within that window for full resolution. Hidden defects (annealing failures, dimensional non-conformance not visible at receipt) must be reported within thirty days of discovery and within one year of shipment.

Stock Catalog Items

Standing catalog SKUs in unused, original-packaging condition may be returned within sixty days of receipt for a refund of the purchase price less a fifteen percent restocking fee and the original outbound freight. The Buyer is responsible for return freight and proper packaging — pieces broken in return transit because of poor packing are not credited.

Custom & Made-to-Order

Custom pieces are non-returnable except for non-conformance with the approved specification. If a custom piece does not match the approved drawing or fails the inspection criteria stated on the order acknowledgment, the Seller will at its option re-fabricate, repair, or refund the purchase price.

Manufacturing Defects

Pieces that fail in service due to a manufacturing defect, including residual stress causing fracture during normal use within the rated thermal range, are covered by the limited warranty. Photograph the failure, retain the broken pieces if possible, and email orders@premierlabglass.com with the order number to start an RMA.

RMA Procedure

1. Email orders@premierlabglass.com with the order number, the SKU or fabricator stamp, photographs, and a description of the issue.
2. We respond within two business days with an RMA number and return-shipping instructions.
3. Pack the piece in its original or equivalent foam-cradle packaging. Write the RMA number on the outside of the package and on a packing slip inside.
4. Ship the package to the address on the RMA. Insure the shipment for the purchase price.
5. On receipt and inspection, we issue a credit, refund, repair, or replacement per the terms above.

Not Covered

The warranty does not cover damage from misuse, mishandling, drops, thermal shock outside the rated range, vacuum applied to non-vacuum-rated geometry, exposure to incompatible chemistry (notably hydrofluoric acid and strong alkali at elevated temperature), unauthorized modification or repair, or normal wear of stopcock plugs, joint surfaces, and gaskets.

Contact

RMA requests, return-shipping questions, and warranty inquiries: orders@premierlabglass.com.