Returns at iGem Instruments
We want our customers to have a pleasant and satisfactory experience with iGem Corporation and the products we distribute, and we ask that all potential customers familiarize themselves with our Return Policy before finalizing a purchase.
Our Promise to Our Customers
It is iGem Corporation's promise that you will receive the exact item that you purchase in its stated condition, and we will not substitute merchandise unless specifically arranged for by the purchaser (see below for substitutions).
General Return Policy within the United States:
If you are not satisfied with item(s) purchased from iGem Corporation, you may return your item(s) for a refund within 30 days from the date of original purchase after obtaining a Return Merchandise Authorization. After 30 days, you can contact the manufacturer regarding warranty service at the corresponding contact information listed on our website. Refunds will exclude the cost of shipping, handling, gift packaging, and/or other applicable charges. If you received discounted or free shipping with your order, the difference between actual shipping costs and the costs charged to you will be deducted from the refund amount. For items returned in unused, original condition, you will receive a 100% refund minus the actual cost of shipping and applicable charges. Non-defective items will be subject to a Restocking fee (see below). Damaged or defective items with manufacturing defects will be exchanged for the same model only. Returned merchandise must include all packaging, along with included contents and accessories, bonus items, documents/paperwork, and Proof of Purchase in order for the refund to be honored. Please read the entire product description. Items that do not fall within the manufacturer's return/exchange policies cannot be accepted for returns/refunds. Customer is responsible for prepaid shipment on any returned merchandise through a traceable carrier, such as Federal Express or United Parcel Service (UPS), as well as insuring all merchandise for its full purchase price.
IGEM Instruments highly recommends that our customers use Expedited or Express shipping methods for Tri Electronics gold tester gel refills during times of extreme heat or cold weather. Exposure for extended periods to temperatures that are outside of the proper storage range (below freezing or above 85 F) might render the gels unusable. We are not responsible for damage caused by the customer's selection of a non-expedited shipping method.
There will be no refunds or exchanges on testing liquids and refills (i.e. gold testing liquid, acids, R.I. liquid, gel refills).
Customers Outside of the United States:
Due to the high cost of shipping and customs fees, we are unable to accept returns from our International Customers.
Substitution or Cancellations:
If the purchaser requests a substitution, we may accommodate the request at our discretion; however, substitutions must be made prior to checkout and will incur an additional handling fee.
Orders cannot be canceled once they have been approved for shipping.
Damaged/Defective Merchandise:
If you receive damaged, defective, missing, or incorrect item(s) in your order, please contact us within 3 days of the receipt of the item(s). If you receive merchandise with extensive damage to its packaging upon arrival, refuse to accept the shipment and contact us immediately. Please have your order number and/or your customer ID available when you contact us. In case of such an event, we recommend that you also contact the shipper immediately to report the damaged goods.
All claims concerning damaged, defective, missing, or incorrect items in your order will be declined if received later than 3 days after delivery of the order.
Damaged or defective merchandise that is returned to us it will be exchanged for the same model only.
Wrong Item:
In the event that you are sent the wrong item, you will be entitled to a replacement with the correct item, and return shipping charges will be covered at iGem Corporation's expense.
Refusal of Packages
If you refuse a package containing your order from the shipper for any reason other than extensive damage to the package itself, you will be subject to a 20% restocking fee as well as the cost of shipping for the return of the package back to iGem Corporation. Refunds, as per the conditions stated above, are contingent upon our receipt of the refused item. If original shipping was discounted or free, the actual cost of original shipping will also be deducted from any refund.
Return Authorization:
You must obtain a Return Merchandise Authorization (RMA) by contacting iGem prior to attempting to return your item(s). We will not accept any merchandise for returns or exchanges without iGem Corporation's Return Merchandise Authorization. The Return Merchandise Authorization is valid for 10 (ten) calendar days, and after this 10-day period it will become invalid, and you will have forfeited your return rights in their entirety. If you do not return your item within the validated 10-day RMA period, your item will not be accepted for return
Restocking Fee
There will be a 35% Restocking Fee on all non-defective items returned to us in used condition within 30 days of date of purchase. This is to cover the costs associated with restoring the item to its original condition or obtaining a replacement item from the manufacturer.
Condition of Merchandise:
All merchandise returned for refund or exchange within our 30 day return period must be in its original condition with all original packaging, must be without damage or blemishes, must have the tag still attached (if applicable), and must be accompanied by all documents and proof of purchase, otherwise it will be subject to a 35% restocking fee. See the Restocking Fee section above for an explanation of this fee. We cannot accept items for return for defects or damage not covered under the respective manufacturer's warranty.
How to Ship Returns:
After you've received an RMA and have made sure you've packaged the item along with the aforementioned contents, you (the purchaser) will be responsible for prepaid shipment on any returned merchandise through a traceable carrier, such as Federal Express or United Parcel Service (UPS), as well as insuring all merchandise for its full purchase price.
Important: Please be aware that iGem Corporation is not responsible for any item that it does not receive or returned merchandise that is not in accordance with these terms.
Outside of iGem's Warranty Period:
If you wish to return an item more than 30 days after you received it from iGem Corporation, you will have to request warranty service from the item's manufacturer. You must request a Return Authorization from the Manufacturer. Please see our manufacturer's contact information page for the most up-to-date manufacturer contacts.
