Refund Policy
Last updated: July 28, 2026
SIRLab, LLC provides repair services, not retail products. That shapes how refunds work here: you are not buying an item you can return, you are authorizing labor and parts on equipment you already own. This policy explains what happens at each stage, what we will do if a repair does not hold, and when money comes back to you. It should be read together with our Terms & Conditions, which govern warranty coverage and exclusions.
Inspection and Estimates Are Free
We inspect every unit that arrives and provide an itemized estimate at no charge and with no obligation. You are never billed for an inspection, and you are never committed to a repair by sending equipment in.
Nothing Is Repaired Without Your Approval
We do not begin work until you approve the written estimate. The estimate identifies the scope of work, the parts required, and the cost. If we discover additional damage after work begins that materially changes the scope, we stop and come back to you with a revised estimate for approval before continuing. You will not receive an invoice for work you did not authorize.
If You Decline an Estimate
You may decline an estimate for any reason. Tell us and we will return your equipment in the condition it arrived. There is no inspection charge and no restocking charge. Return shipping arrangements are confirmed with your estimate, so you will know before you decide.
Equipment We Cannot Repair
Occasionally a unit arrives in a condition where a safe, OEM-specification repair is not achievable. When that happens we tell you directly, explain what we found, and return the unit. We do not charge for a repair we could not perform, and we will not return a device to service that we do not believe is safe.
Changing or Canceling a Repair Order
You can cancel an approved repair at any point before work begins at no cost. If work has already started, contact us immediately. We will stop where we can and bill only for the labor performed and the parts already installed or ordered, and we will tell you what that amount is before we invoice it.
Warranty Coverage
Every repair carries a 90-day warranty on SIRLab workmanship and on the parts we supply. If a problem related to the original repair appears within that period, we will correct it at no additional cost to you. The remedy for a valid claim is repair or replacement of the affected assembly, at SIRLab’s election. Coverage, exclusions, and the conditions that void the warranty are set out in full on our Terms & Conditions page. Please read the exclusions: impact damage, use outside rated load capacity, unapproved cleaning or sterilization methods, and third-party disassembly after our service are among the things the warranty does not cover.
How to Make a Warranty Claim
Email orders@sirlab.us or call (865) 654-0438 and tell us the model, the approximate date of the original service, and what the unit is doing now. Photos help. We will confirm coverage and give you return instructions. Units returned for warranty evaluation must be decontaminated and accompanied by a completed decontamination certificate, the same as any other inbound shipment.
Refunds
Because a completed repair cannot be un-performed, our first remedy is always to make the equipment right rather than to refund it. If a covered issue cannot be resolved after a reasonable opportunity to correct it, contact us and we will work out an appropriate remedy with you, which may include refunding the charge for the affected service. Approved refunds are issued to the original method of payment.
We do not issue refunds for equipment damaged after it returns to your facility, for conditions listed as warranty exclusions, or for work performed on the unit by anyone other than SIRLab after our service.
Shipping Damage
Inspect your shipment on arrival. If a unit appears damaged in transit, photograph the packaging and the equipment before unpacking further and contact us and the carrier within five business days. We will help you document the claim. Damage that occurred in transit is a carrier matter rather than a repair defect, but we will not leave you to sort it out alone.
Unclaimed Equipment
If we cannot reach you about equipment in our care, we will make repeated attempts by email and telephone and then send written notice to the address on file. Equipment that remains unclaimed 90 days after that written notice may be treated as abandoned and disposed of in accordance with applicable Tennessee law. We would much rather return your equipment, so please keep your contact details current with us.
Questions
If anything here is unclear, or you think an outcome was wrong, talk to us before anything else. We are a small team and you will reach a person who works on the equipment.
SIRLab, LLC
125 Anchor Boat Dock Ln
Harriman, TN 37748
orders@sirlab.us
(865) 654-0438, Monday to Friday, 8:00 AM to 5:00 PM ET