At Echo Bio we are committed to providing high-quality life science reagents. We understand that occasionally, issues may arise. This policy outlines the terms and conditions for returns and refunds.
Eligibility for Returns:
- Damaged or Defective Products: If you receive a product that is damaged during shipping or is found to be defective upon arrival, please notify us within 5 business days of receipt. Please provide detailed information about the damage or defect, including photographs if possible.
- Incorrect Products: If you receive a product that does not match your order, please notify us within 5 business days of receipt. Please provide your order number and details of the incorrect item received.
Non-Returnable Items:
Due to the nature and quality control of life science reagents, the following items are generally non-returnable unless they fall under the "Damaged or Defective Products" or "Incorrect Products" categories mentioned above:
- Products that have been opened or used.
- Products that have been stored improperly after receipt.
- Products with expired shelf lives (unless the expiration date was prior to receipt and not disclosed).
- Custom or bulk orders.
- Reagents where the integrity of the product may have been compromised due to handling by the customer.
Return Process:
- Notification: To initiate a return, please contact our Customer Support team by email at info@echobiosystems.com within the applicable timeframe mentioned in Section 1. Please provide your order number, the product name and catalog number, the reason for the return, and any supporting documentation (e.g., photos).
- Return Authorization: Our Customer Support team will review your request and, if the return is approved, will initiate return process.
- Shipping Costs:
- For returns of damaged, defective, or incorrect products, Echo Bio will be responsible for the return shipping costs. We will provide a prepaid shipping label.
- For returns due to errors on the customer's part (e.g., incorrect product ordered), the customer will be responsible for the return shipping costs. Tracking: We recommend using a trackable shipping method for all returns. Echo Bio is not responsible for packages lost or damaged during return shipment if the customer arranges their own shipping.
Refund Process:
- Inspection: Once we receive the returned product, our quality control team will inspect it to verify the reported issue.
- Refund Approval: If the return is approved, we will process the refund within 7 business days.
- Refund Method: Refunds will be issued using the original payment method used for the purchase. Please note that it may take additional time for your bank or credit card company to process the refund and post it to your account.
- Partial Refunds: In some cases, partial refunds may be granted at our discretion, such as when only part of an order is affected or when the returned product does not meet all return criteria.
Replacements:
In lieu of a refund, we may offer a replacement for damaged, defective, or incorrect products, subject to product availability. If a replacement is requested, we will ship the new product to you as soon as the returned item is received and processed.
Important Notes:
- This return and refund policy applies only to products purchased directly Echo Bio.
- We reserve the right to refuse returns that do not comply with this policy.