Shipping policy

 

If there’s anything wrong with your order (e.g., defective instrument/part, incorrect item, shipping damage, or you simply changed your mind for eligible items), please contact us .

Return for Quality Issues: If you receive a defective, incorrect, or damaged item, please contact us within 15 days of delivery. We will process returns, replacements, or repairs in accordance with the warranty terms and applicable laws.

Change of mind:For eligible, non-defective items, you may request a return within 7 days of delivery. The item must be unused, in its original packaging with all tags and accessories attached, and in resalable condition. A restocking fee may apply, and you are responsible for return shipping costs. The following items are not eligible for discretionary returns: customized products, opened reagents/consumables, software, technical service products.

Important: Please do not ship anything back before our Customer Service reviews your request and issues a Return Merchandise Authorization (RMA) and instructions. Shipments without an RMA may be refused at our warehouse.

We reserves the right to refuse a return request if it is found to be abusive or made in bad faith.

 

Shipping cost for returns: You’ll be responsible for the return freight unless the return is due to our fault (e.g., quality defect, mis-delivery, DOA, or transit damage confirmed by the carrier).

What We Covers (Our Liability)

· Damaged on arrival (DOA)

We take full responsibility for goods damaged in transit or arriving DOA. We can remake/replace the item(s) at no cost or offer a full refund. Please contact us immediately and provide your order number, product model/serial number, and clear photos/videos of the damage and outer carton. For shipping-damage claims, notify us within 7 calendar days of delivery so we can file with the carrier.

· Incorrect item or not as ordered

If we did not fulfill your order as placed (model/color/spec, accessories, or configuration), we will arrange free replacement or full refund. If parameter-dependent items are wrong due to our error, please provide supporting proof; we’ll correct it at our cost.

· Missing parts or minor defects

If parts are missing, submit photos plus the order/model info and we will send the missing parts promptly. For minor cosmetic issues that do not affect normal use, if you prefer to keep the item, we can offer a voucher or partial refund as compensation.

· Quality issues within 15 days

If the product fails due to workmanship/materials within 15 days of receipt, we’ll repair or replace at no cost, or provide another reasonable remedy.

What You Cover (Your Liability)

· Wrong selection / change of mind (eligible items)

If the item is not defective but you wish to return or exchange (e.g., the instrument version/spec isn’t what you needed), contact us within 15 days of receipt. Items must be unused, in as-new condition with complete original packaging, manuals, cables, and accessories. You are responsible for return shipping and risk of loss during return transit.

· Not eligible for return

Opened or temperature-sensitive reagents, in-contact consumables, calibration or single-use components once shipped or unsealed (unless there is a verified quality issue or we shipped the wrong product).

Items with tampered/removed serial labels, significant wear, contamination, or damage due to misuse, improper installation, or operation outside the manual.

We may charge a reasonable restocking fee for non-defective discretionary returns where applicable (e.g., missing packaging or accessory repacking).

Shipping & Delivery (General)

· Processing time: Most in-stock items ship within 30 days after payment clears.

· Carriers & tracking: We ship via reputable carriers with tracking. You’ll receive tracking by email once dispatched.

· Delivery time: Your order will typically be delivered within 3–7 business days after dispatch, depending on your location, and it will be shipped from China.

· Duties & taxes: International orders are typically shipped DAP (duties and taxes unpaid). Import duties, VAT/GST, and brokerage fees are borne by the recipient unless otherwise stated on your order.

· Customs & delays: Transit times are estimates and may be affected by customs inspections, weather, or local last-mile operations.

· Risk of loss: For business-to-business (B2B) transactions, the risk of loss or damage to the goods shall pass to you upon our delivery of the goods to the carrier. For transactions with consumers (as defined by applicable law), the risk of loss passes to you upon your receipt of the goods.

· Partial shipments: We may split your order to accelerate delivery; you’ll receive separate tracking numbers.

Important Disclaimers

· Contact Support before returning to obtain an RMA and correct address; unauthorized returns may be rejected.

· Original packaging is required for returns/exchanges to avoid transit damage.

· Displayed colors and appearance may slightly vary due to lighting and screen settings; minor cosmetic differences that do not affect function are not quality defects.

· Measurements/specs may have reasonable tolerances per the datasheet.

· We do not provide replacement or service for items not purchased from the website.

· In the long-term transportation, it is inevitable that uncontrollable circumstances will cause the transportation to beunable to be delivered in time. Severe weather conditions, catastrophic events, and the impact of the current new crownvirus may cause unexpected delays in packages. l hope that you can understand the helplessness caused by these uncontrollable factors. We will also get in touch with you at any time and let us know the detalls. Some carriers may not communicate with you on the phone, and will directly deliver to your door or in your mailbox. lf the delivery is not signed, it may be placed at the local post office, and you need to call to confirm or go directly to collect it. All services and advice will hope that you can get a pleasant customer experience and product experience. Hope to get your support.