Order Cancelation, Refunds, Returns and Exchange Policy

Oxford Instruments NanoAnalysis is committed to ensuring our customers receive the best possible service.

Should we ask you to provide certain information by which you can be identified during the Returns or Exchange process; you can be assured that it will only be used in accordance with our Privacy Policy.

Order Cancelation
You can cancel your order from your online account up to the day the product is shipped.

Returns & Exchange
In the unlikely event that you need to return an item to Oxford instruments NanoAnalysis for Exchange or Repair you will be asked to complete and submit a Returns request form available from here or on request from NA-HW-Returns@oxinst.com

As long as the item has not been used we will exchange the item following an inspection of the faulty item if:

  • you received an incorrect item, or
  • you received a damaged item, or
  • you received a defective item.

An RMA request number MUST be provided by OI and clearly indicated on the outside of the parcel before returning any goods.

1. After submitting a completed Returns request form you will be advised a Returns number. This is the unique number by which we can identify any correspondence or parts. This number MUST be used in all communications.

2. We will endeavour to process all Returns Requests within 2 working days, but failure to give correct information may result in delays.

3. Goods returned back to Oxford Instruments NanoAnalysis MUST be accompanied by a copy of the completed Returns Request form. Failure to supply this document with the goods will result in delay in processing the goods Returns Request.

4. Goods returned back to Oxford Instruments NanoAnalysis MUST have the Returns Request number clearly visible on the outside of the box. It is essential that you wait for the Returns Request number to be issued prior to returning an item to Oxford Instruments NanoAnalysis.

5. Freight costs from the customer to Oxford Instruments NanoAnalysis are the responsibility of the customer, even when a repair or exchange part is under warranty. Oxford Instruments NanoAnalysis are not liable for any import duties or additional charges.

6. Return freight to the customer or local port will be covered by Oxford Instruments NanoAnalysis when a repair or exchange part is under warranty. Oxford Instruments NanoAnalysis is not liable for any import or additional charges.

7. The customer is liable for any damage sustained during transit back to Oxford Instruments NanoAnalysis as a result of insufficient packaging. Warranty may be invalidated if the equipment is returned in non original as shipped packaging.

8. Shipments of exchange parts are usually made via DHL on a door to door basis.

9. For items purchase off the estore Oxford Instruments will only ship replacement items after receiving the faulty goods.

10. Returns Request Service Level Agreement (SLA).

• Time from Returns Request Submitted to Oxford Instruments Nanoanalysis to Returns Request raised - 1 business day.
• Time from faulty goods arriving at Oxford Instruments Nanoanalysis, Returns Request raised to replacement part ready for dispatch or local collection less than 3 business days (subject to parts availability).