I. Basic Principles
Returns without reason are not accepted. Please ensure that the technical specifications of the instrument meet your experimental needs before purchasing.
Exchanges are generally not accepted. If an exchange is necessary due to our shipping error, it may be requested after verification, provided the product is unopened, unused, undamaged, and in original condition. All round-trip shipping costs and any applicable customs duties or handling fees shall be borne by the responsible party.
II. Return Conditions (All conditions must be met)
A written return request must be submitted within 7 calendar days of receiving the goods.
The product has a major, irreparable original quality defect, confirmed in writing/email by our company.
The product is completely unused, unpowered, with all packaging, accessories, and documents intact and undamaged.
The customer shall bear repackaging, inspection, and depreciation fees of no less than 30% of the product value, as well as all shipping costs, insurance, and customs duties incurred during the return process.
III. Situations Not Covered by Return & Exchange Policy
According to the After-Sales Policy, the following situations are not covered under warranty and do not qualify for returns or exchanges:
Damage caused by human factors, including but not limited to:
Failure to follow the user manual
Improper installation
Use of non-original accessories/consumables
Unauthorized modifications or repairs
Accidental drops, impacts, liquid ingress (chemical reagents, water, etc.)
Incorrect power connection
Damage caused by environmental factors or force majeure, such as:
Earthquakes, floods, fires, lightning strikes, voltage abnormalities
Non-standard laboratory environments (excessive temperature/humidity, dust, corrosive gases)
Natural wear and consumables:
Performance degradation due to normal aging of components
All clearly labeled consumables and supplies
Cosmetic damage:
Minor scratches, dents, or wear on the exterior that do not affect product functionality
Software issues:
Caused by the customer’s computer system environment, viruses, or unauthorized operations
Non-failure issues:
Including instrument calibration, usage consultations, experimental protocol optimization, software upgrades, and other technical support services
IV. Handling Process
The customer submits a written return request along with relevant evidence under the specified conditions.
Our company will review and confirm the request within 3–5 business days.
Upon approval, the customer will return the product as instructed.
After receiving and verifying the returned product, we will complete the refund or exchange (deducting applicable fees) within 15 business days.