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Westerly Apollo Returns Policy

Last Updated: 03/08/2026

Thank you for shopping with Westerly Apollo. We appreciate your business and want to ensure you have a positive experience. Please read the following Return Policy carefully before making a purchase. By placing an order, you agree to the terms outlined below.

We offer returns for eligible products for up to 30 days after the date of purchase.

1. Eligibility for Returns

  • Condition of Products: To be eligible for a return, items must be in new, unused, undamaged condition, in their original manufacturer packaging with all included accessories, manuals, and documentation. Products must be in fully resalable condition.
  • Timeframe: You may request a return within 30 days of the date of purchase. After 30 days, we reserve the right to deny a refund or store credit.
  • Proof of Purchase: A valid proof of purchase (order number, receipt, or confirmation email) is required for all returns.
  • Authorization Required: All returns must be pre-authorized by our Customer Service team. Unauthorized returns may be refused or delayed.

2. Order Cancellation

If you wish to cancel an order rather than return a delivered product, please contact us as soon as possible. Orders that have not yet shipped can typically be canceled for a full refund. Orders for custom-configured or special order items may be subject to cancellation fees. Once an order has shipped, it cannot be canceled and must follow the return process outlined below. For complete cancellation terms, including custom and special order restrictions, please see the Order Cancellation section of our Shipping Policy.

3. Non-Returnable Items

The following items are not eligible for return, exchange, or refund:

  • Calibration Certificates: NIST-traceable calibration certificates, ISO calibration certificates, and any other calibration services purchased with or separate from an instrument are non-refundable once issued.
  • Custom-Configured or Made-to-Order Products: Instruments or equipment that have been configured, customized, or manufactured to your specifications, including custom measurement ranges, special sensor configurations, or modified units.
  • Clearance, Final Sale, and Closeout Items: All sales on items marked as clearance, final sale, or closeout are final. These items are not eligible for return, refund, or exchange.
  • Consumables, Solutions, and Reagents: Calibration solutions, pH buffer solutions, reagents, replacement sensors, and similar consumable items cannot be returned once opened or if the seal has been broken. Unopened consumables in original sealed packaging may be returned at our discretion.
  • Software and Digital Products: Software licenses, digital downloads, and digital gift cards are non-refundable.
  • Hazardous Materials: Products classified as hazardous materials that cannot be safely returned via standard shipping methods.

If you are unsure whether a specific product is eligible for return, please contact our Customer Service team before placing your order or initiating a return.

4. Restocking Fees

Returned items are inspected upon receipt. A restocking fee may apply in the following circumstances:

  • Non-Stock or Special Order Items: Products that are not part of our regular in-stock inventory, including items ordered specifically for you from the manufacturer, may be subject to a restocking fee of up to 25% of the purchase price. In some cases, special order items may not be eligible for return at all.
  • Incomplete or Damaged Returns: Items returned without original packaging, missing accessories, manuals, or documentation, or items showing signs of use, damage, or modification may be subject to a restocking fee or may be refused entirely.
  • Manufacturer-Specific Restrictions: Some products are subject to the return and restocking policies of their respective manufacturers. Where a manufacturer imposes restocking fees or return restrictions, those terms will apply to your return. We will inform you of any applicable manufacturer-specific terms during the return authorization process.

5. Return Shipping

  • Customer Responsibility: The customer is responsible for arranging and covering the cost of return shipping, unless the return is due to our error (wrong item shipped) or a product that arrived damaged or defective.
  • Shipping Method: We strongly recommend using a trackable, insured shipping service. Westerly Apollo is not responsible for items lost or damaged during return transit. Return shipments must be prepaid; C.O.D. shipments will not be accepted.
  • Return Address: A return shipping address will be provided by our Customer Service team upon return authorization. Do not ship returns to our business address unless instructed to do so.

6. Refunds

  • Full Refund: Eligible returns that meet all conditions will receive a refund to the original payment method, less any original shipping costs (unless the return is due to our error or a defective product).
  • Store Credit: If you prefer, we can issue store credit in lieu of a refund, which can be applied to future purchases.
  • Processing Time: Once your return is received and inspected, we will notify you of the refund determination via email. Approved refunds will be processed within 10 business days. Please allow an additional 5–7 business days for the refund to appear on your payment statement, depending on your bank or card issuer.
  • Partial Refunds: Returns that are approved but subject to a restocking fee or other deductions will receive a partial refund reflecting those adjustments.

7. Return Process

  1. Contact Us: Email our Customer Service team at info@westerlyapollo.com or call (888) 913-3691 within 30 days of purchase. Provide your order number and the reason for the return.
  2. Receive Authorization: We will review your request and provide a Return Merchandise Authorization (RMA) number and return shipping instructions. Please do not ship any items without an RMA number.
  3. Ship Your Item: Package the item securely in its original manufacturer packaging with all accessories, manuals, and documentation. Write the RMA number on the outside of the shipping box (not on the product packaging). Use a trackable, insured shipping service.
  4. Inspection & Processing: Upon receiving your return, we will inspect the item(s) to confirm they meet our return conditions. We will notify you via email of the outcome.
  5. Refund or Credit Issued: Once approved, your refund or store credit will be processed per the terms above.

8. Damaged or Defective Items

If your product arrives damaged or defective:

  • Report Immediately: Please contact our Customer Service team within 48 hours of delivery to report any shipping damage, missing items, or defects. Delays in reporting may affect your eligibility for a claim.
  • Shipping Damage: If items are visibly damaged upon delivery, note the damage on the carrier's delivery receipt (if applicable) and contact us immediately. Retain all original packaging materials for inspection.
  • Photographic Evidence: We will request photos or videos of the damage or defect, including photos of the outer packaging, to help us process your claim with the shipping carrier or manufacturer.
  • Resolution: We will work with you to arrange a replacement, refund, or store credit for damaged or defective items. Shipping costs for returning damaged or defective items will be covered by Westerly Apollo.

9. Warranty Claims

All products sold by Westerly Apollo carry the manufacturer's standard warranty. Warranty terms, coverage periods, and conditions vary by manufacturer and product.

  • Defects Covered by Warranty: If a product is found to be defective due to a manufacturing fault within the manufacturer's warranty period, we will coordinate with the manufacturer to arrange a repair, replacement, or refund as appropriate.
  • Warranty Limitations: Normal wear and tear, misuse, unauthorized modification, improper storage, and damage from accidents or environmental conditions are generally not covered by manufacturer warranties.
  • Process: To initiate a warranty claim, contact our Customer Service team with your order number, a description of the issue, and any supporting photos or videos. We will guide you through the manufacturer's warranty process.

10. Exchanges

If you wish to exchange an item for a different model or product, please initiate a return per the process above. Once your original item is received and approved, we will issue a refund or store credit, and you can place a new order for the desired item.

11. Brand- and Manufacturer-Specific Policies

Westerly Apollo is an authorized reseller of products from multiple manufacturers. Some brands may have return, warranty, or service policies that differ from or supplement our general policy. Where a conflict exists between our general policy and a manufacturer's specific policy, the more restrictive terms will apply. We will make reasonable efforts to inform you of any brand-specific terms that may affect your purchase.

12. Policy Updates

We may update or modify this Return Policy at any time to reflect changes in our business practices, product offerings, or for legal or regulatory reasons. Any changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this policy periodically.

Contact Us

If you have any questions about our Return Policy or need assistance, please contact:

  • Email: info@westerlyapollo.com
  • Phone: (888) 913-3691
  • Address: 509 Seminary Row APT 5, New York, NY 10027

Thank you for choosing Westerly Apollo. We value your satisfaction and are here to help.