Refund policy

15-DAY EXCHANGE & RETURN POLICY

If there’s something wrong with your order (defective product, incorrect order, damaged order, or change your mind etc.), please contact us within 15 days from receiving your order and we’ll be happy to assist you reviewing the case and if it is approved, then you can return the product to us with the order number on the packaging (The order number is very important on the packaging, because we need to return your money according the correct order number). Your refund will be processed within 3 business days. Of course we will be sending a replacement if you accept this way ( just please tell us what new models you need). Please do not return anything before we review the case, our customer service team will review the request and will send further instructions.

We reserve the right to refuse any return request, if the return is caused by malicious competitive business practices.

Disclaimer:You will be responsible for paying for your own shipping costs for returning your item (Unless the product quality has problems).

AFTER-SALES SERVICE POLICY

I. AFTER-SALES SERVICE: INSTRUMENTS

1. Installation and Commissioning Services:

• Remote Services: We provide comprehensive remote training covering instrument installation, basic operation, routine maintenance, and common troubleshooting. This ensuresthe equipment reaches the expected performance after delivery and that users are capable of independent operation and maintenance.

• On-site Services: On-site service may be arranged upon mutual agreement, subject to scheduling and fees as negotiated.

• Performance Verification: Upon completion of installation and commissioning, We will provide a performance verification form and training record.

2. Warranty Policy:

• Standard Warranty: The standard warranty period is 12 months from the date of delivery. During this period, equipment failures caused by non-human factors are covered for free repair and parts replacement. Failures caused by human factors are subject to our after-sales assessment. After the warranty period, if spare parts fail, customers may purchase replacements according to the spare parts list; we provide online support. For extended warranty, please contact our overseas sales department.

• Extended Warranty: Customers may extend the warranty for an additional 12 months by paying 5% of the product purchase price in accordance with current policy. The scope of coverage remains the same as the standard warranty unless otherwise specified.

• Spare Parts: Prior to delivery, we will provide customers with a spare parts list and details of chargeable items outside the warranty period to ensure transparency of spare parts supply.

3. Preventive Maintenance:

• We conduct one remote follow-up per year to collect customer feedback and provide necessary technical support.

II. AFTER-SALES SERVICE: CONSUMABLES

1. Quality Assurance: When stored under labeled conditions, products conform to specifications within their shelf life.

2. Transportation Damage / Quality Non-conformance: In cases of confirmed manufacturing

defects or logistics-related damage, replacement or refund will be provided. Claims must be

submitted within 7 calendar days of receipt, with supporting photos and lot number information.

3. Exclusions: Warranty is not applicable to expired products; improper storage or use; opened or partially used products without quality issues; or temperature-sensitive products without valid cold chain proof.

4. Technical Support: Application and usage guidance are available. Reagents are not subject to repair or warranty extension.

III. LIABILITY AND DISCLAIMER

1. Exclusions: Damages caused by improper operation, unauthorized disassembly/repair, or use of non-original parts are not covered under warranty.

2. Liability Cap: our aggregate liability is limited to the total amount paid by the customer for the relevant product(s) within the 12 months prior to the claim.This liability limitation clause does not apply to liabilities that are prohibited by law from being limited or waived through agreements, especially personal injury or death resulting from defects in our products, as well as property damage caused by our intentional or gross negligence.

3. Governing Law and Disputes: The interpretation and application of this policy are governed by the laws of the People's Republic of China.

In case of any dispute arising from this policy, both parties should resolve it through friendly negotiation. If the dispute cannot be resolved through negotiation, either party has the right to submit the dispute to the people's court with jurisdiction at the place of the registered office of us for resolution through litigation.

4. Non-transferability: Warranty and service rights are non-transferable without our prior written consent.

5. Entire Agreement: This policy and its appendices constitute the entire agreement regarding after-sales terms. In case of conflict, the terms of the main contract shall prevail.

IV. CUSTOMER RESPONSIBILITIES

1. Provide compliant site conditions (power supply, environment, workspace, and safety

measures) and designate trained operators.

2. Follow the user manual; use recommended consumables; retain service records and

cooperate with remote diagnostics.

3. For overseas on-site service, assist with visa/invitation and site access formalities. Unless

otherwise included in the service level, travel, visa, and logistics costs shall be borne by the

customer as agreed.

V. SOFTWARE AND HARDWARE

1. During the warranty period, firmware updates and critical patches will be provided free of

charge. For out-of-warranty customers, services will be provided according to the applicable

service level or quoted separately.

VI. SERVICES SPECIFICATION

1. Remote First: All issues will first be handled through remote diagnostics. If remote resolution is not possible, on-site service or return-to-factory repair will be arranged upon consultation.

2. Service Response Time: Telephone/Email support: response within 12 working hours (Business hours: Monday–Friday, 9:00–18:00, China Standard Time). On-site engineer support: arrival within 72 hours (subject to region and logistics conditions).

3. Repair Confirmation: Upon completion of repairs, We will issue a detailed inspection report and restoration confirmation.

4. Spare Parts Supply: For critical spare parts affecting daily use, priority allocation and

expedited replacement will be provided to minimize downtime.

5. Product Data: We are not responsible for data loss or indirect damages. Customers

should back up data regularly.