Waters Customer Service & Technical Support is ready to assist you with product returns should a problem occur with your order. Waters recommends immediate inspection of all packages upon receipt. Please notify us immediately in the event of damage or any discrepancy. In the event of an incorrect product shipment we will take immediate action to correct your order. Returns for defective products are subject to Waters Standard Warranty policy.

A Return Authorization Number for consumables products and spare parts must be obtained prior to returning any item. If any item is being returned for a warranty reason, please contact our local Waters office. If a return is required due to an incorrect order, shipping error, or damage claim, please contact our local Waters office for assistance.

Some specific products may not be returned for credit. These items may include but are not limited to refrigerated products; consumables which have passed their expiration date; custom products and products missing labels, parts, or manuals.

Below are guidelines to our Warranty Return Process:

1. Waters will replace, without cost, any product that fails to perform satisfactorily, if notified within ninety (90) days of receipt of the product.

• During this period, Waters will, at its’ discretion, either repair or replace the claimed defective product or credit the price of the product to the customer (minus any shipping charges).
• Products with shelf life dates less than ninety (90) days are warranted to the limit of their shelf life.

2. Any product returned, must have a Return Authorization Number granted by the Waters Technical (Customer) Service Department or the local Waters sales office.

• Some products may be requested to be returned for evaluation before a final disposition (repair, replace, credit, declined) is decided.

3. Approval is subject to the following exclusions:

• - Physical damage to the product because of misuse or abuse.
• - Damage to the product because of use with incompatible solvents or use at incorrect temperatures or pressure.
• - Failure or decreased performance as a consequence of normal use.
• - For expendable items such as filament devices, panel lights, fuses, batteries, filters, and seals if such items were operable at the time of initial use.
• - Any instrument, maintenance or repair part that has been repaired by others, improperly installed, altered, or damaged in any way.
• - Any system component or assembly that falls outside the scope of the repair or maintenance service that fails either during or within ninety (90) days of the service event.

4. Packaged product that a customer wishes to return and is unused may be returned only if the package seal has not been broken (i.e: column box seal).

5. A Health and Safety Declaration Form will be required prior to return of any product and will be supplied along with the written RA number/ RMA number, typically by email or similar electronic means.

6. The Warranty is limited to the original purchaser of record for the said product.

All returns shall be subject to the express prior authorization of Waters and may require (at Waters discretion) payment by the buyer of a restocking charge.

For returns please contact your local Waters office for assistance.