Reagent products
1. Customers are advised to carefully confirm their orders before proceeding. Our company will not be held responsible for any return requests due to customer selection errors. Most chemical and biological products have unique properties and require complex storage methods. Customers are requested to store them properly according to the specified storage conditions.
2. Upon receipt of the goods, customers are kindly requested to inspect the product package immediately. If any discrepancies in packaging specifications, quantity, or variety, as well as any appearance damage, shortage, or defect are found, please report the situation to our customer service department within 1 working day. Our staff will promptly address the aforementioned issues, including return or replacement of goods.
3. Regarding the quality and delivery of the goods, if the user does not raise any objections within the aforementioned specified period, it shall be deemed that the user acknowledges the product as qualified.
4. Our company cannot bear the return of the following types of products:
A. Including but not limited to customized products & blended products.
B. Leaked or damaged products caused by the customer.
C. Products that have expired, products with missing or erased labels, parts, or instructions, as well as cooled, frozen, or opened products.
D. Special-priced products & chromatography products.
5. Regarding product return shipping, customers need to contact our customer service staff and follow relevant instructions for handling transportation matters.
instrument and equipment
1. Customers are advised to carefully confirm their orders before purchasing instruments and equipment. Our company will not be held responsible for any return requests due to customer selection errors.
2. Due to the complexity of instrument and equipment models, the after-sales and maintenance policies for related products purchased by customers vary. The actual signed agreement shall prevail.
3. Under the following circumstances, customers may apply for a return within 5 working days from the actual date of receipt of the goods (either the date of customer signature or the date of bill signing), and may apply for an exchange within 10 working days.
(1) Functional failures stipulated by the national "three guarantees" policy: The failure is confirmed to be genuine through inspection by the manufacturer's designated or special after-sales service center, or a national-level third-party testing institution, and a test report is issued to verify the failure.
(2) Damage or missing parts in the arrived goods: verified by our customer service staff and confirmed to be true.
4. Refunds and exchanges will not be processed in the following situations:
(1) Products damaged due to the transportation company designated by the customer.
(2) Any product that exhibits quality issues due to improper use or storage.
(3) Products customized, modified, and with specific text, logos, etc. added to them according to customer requirements.
(4) Out-of-warranty products (products that have exceeded the three-guarantee period).
(5) Product quality issues caused by unauthorized repairs, misuse, collision, negligence, abuse, liquid ingress, accidents, modifications, incorrect installation, or the tearing or alteration of labels, machine serial numbers, or anti-counterfeiting marks.
(6) The product's outer packaging, accessories, gifts, and instructions are incomplete, and the invoice is missing or altered.
(7) Normal wear and tear during product use.
Consumables & Protection
1. Customers are advised to carefully confirm their orders before purchasing consumables and protective products. Our company will not be held responsible for any return requests due to customer selection errors.
2. For protective products, if customers discover defects and these are confirmed by our company, they can apply for a replacement. For such products, apart from the explicit guarantees provided by the manufacturer, our company has not made any implied or other guarantees beyond the applicable legal requirements.
3. Explanation on non-return policy
(1) Once chromatographic column products are used, our company will not accept returns or exchanges.
(2) Our company will not provide returns or exchanges for disposable or sterilized consumables that are damaged except due to transportation or delivery.
(3) For non-disposable consumables, glass products, and plastic products, our company will not accept returns or exchanges after use.
(4) For glass products and sealed products, once the customer has inspected and accepted the goods, our company will not accept any returns or exchanges.
(5) If the product's outer packaging, accessories, gifts, or user manual are incomplete, or if the invoice is missing or altered, our company will not provide a refund or exchange.
