Claims & Returns

For issues concerning a delivery or a Herolab product, and to arrange a return. Tell us what happened or why you wish to return an item using the form below. We will agree the next steps with you.

Send an enquiry Maintenance & repair

Report an issue

Whether your concern is transport damage, a missing or incorrect item, or a fault: tell us what is affected and when the issue occurred.

Keep available delivery documents and photographs of the goods and packaging ready. Retain the packaging until the matter has been clarified. If photographs or documents are needed, we will agree how to provide them.

Arrange a return

Please return items only after agreeing the arrangements with Herolab. We will clarify which instruments or accessories are needed and provide recipient details, shipping instructions and documentation requirements.

Cleaning, decontamination where applicable, suitable packaging and any special transport requirements are agreed for the specific case.

Disclose possible contamination or contact with hazardous substances in advance. Dispatch potentially contaminated or otherwise hazardous items only after safe handling and transport have been agreed with Herolab. For safety-related concerns, stop using the instrument and follow the operating instructions.

What happens next

Review your enquiry: We assess your information and clarify any missing details.
Agree the procedure: We determine whether technical clarification, inspection or a return is needed.
Confirm the next steps: Services, any costs and timing are clarified for the individual case.

An enquiry does not confirm acceptance of a return, free transport or coverage of costs. Existing statutory and contractual rights remain unaffected.

Claim or return enquiry

For end users, distributors and equipment support personnel. Enquiries may concern instruments, rotors, adapters, accessories or consumables. Model, serial and document reference numbers can be left blank initially if unavailable. * indicates required fields.

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Herolab Claims & Returns Request

Company / organisation

The organisation this enquiry relates to, e.g. a distributor, laboratory, university or service company.

You are enquiring as

Contact person – first name

Contact person – last name

Country

Contact email address

We will use this address to clarify your enquiry.

Telephone (optional)

Reason for enquiry

Product / instrument / model (if known)

Serial number (if known)

Order / invoice / delivery note number (if available)

Description of your issue / reason for return

Brief details are sufficient initially. Include any error code and an existing Herolab case reference if available. Please do not include patient data or other sensitive personal information.

Product / instrument location (optional)

Timing / urgency (optional)

Use / contamination status (if applicable)

This information helps us agree safe handling; it is not a decontamination certificate.

Relevant use / substance / cleaning information (optional)

Privacy notice

I have read the privacy notice. Herolab will initially handle my enquiry internally and use my details to respond to it. If referral to a local distributor is needed, Herolab will contact me before sharing my details.

For planned maintenance or general technical support, visit Maintenance & Repair.

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