Returns & Refunds Policy

Information about our return procedures, refund eligibility, and money-back guarantee

Our 30-Day Money-Back Guarantee

Satisfaction Guarantee

AffiGEN stands behind the quality of our products with a 30-day money-back guarantee. If you are not completely satisfied with your purchase for any reason, you may return it within 30 days of receipt for a full refund of the purchase price (excluding shipping costs).

Our guarantee reflects our commitment to providing high-quality research products and our confidence in meeting the exacting standards of the scientific community.

Guarantee Eligibility

The 30-day money-back guarantee applies to most standard catalog products. However, certain items are excluded from this guarantee:

  • Custom-manufactured or custom-formulated products
  • Temperature-sensitive items that have been opened or used
  • Products with broken seals or that show evidence of use
  • Products marked as non-returnable in their description
  • Software or digital products that have been downloaded or accessed

If you are unsure whether a specific product is covered by our guarantee, please contact our customer service team before placing your order.

Return Eligibility and Conditions

Return Requirements

To be eligible for a return, your item must meet the following conditions:

  • The return must be initiated within 30 days of receiving the product
  • The product must be in its original packaging
  • The product must be unused and in the same condition you received it
  • All product labels and identification must be intact
  • The return must be accompanied by the original receipt or proof of purchase
  • The product must not be one of the excluded categories listed above

Damaged or Defective Products

If you receive a damaged or defective product, different return conditions apply:

  • Report the damage or defect within 48 hours of receipt
  • Provide photographs of the damaged packaging and/or product
  • Do not discard the original packaging until the claim is resolved
  • For temperature-sensitive products, document any temperature excursions if possible

AffiGEN will cover the return shipping costs for damaged or defective products and will either replace the item or provide a full refund including original shipping costs.

Incorrect or Missing Items

If you receive an incorrect item or if items are missing from your order:

  • •Contact customer service within 5 business days of receiving your order
  • •Provide your order number and details of the discrepancy
  • •Do not use or open the incorrect item if possible

AffiGEN will arrange for the pickup of incorrect items and expedite the delivery of the correct items at no additional cost to you.

Return Process

Initiating a Return

To initiate a return, please follow these steps:

1

Contact our customer service department by phone or email to request a Return Merchandise Authorization (RMA) number

2

Complete the return form provided by customer service

3

Package the product securely in its original packaging if possible

4

Clearly mark the RMA number on the outside of the package

5

Ship the package to the address provided by customer service

Important: Products returned without an RMA number may not be eligible for refund or may experience processing delays.

Return Shipping

For standard returns under our 30-day guarantee, the customer is responsible for return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance for valuable items.

For returns due to AffiGEN s error (incorrect items, damaged products, or defective goods), we will provide a prepaid shipping label or arrange for pickup at our expense.

Special shipping considerations:

  • • Temperature-sensitive products may require special return shipping arrangements
  • • Hazardous materials must be returned in compliance with applicable regulations
  • • International returns may require additional documentation

Return Inspection

All returned products undergo inspection upon receipt at our facility. The inspection verifies:

  • The product is in its original, unused condition
  • All components and accessories are present
  • The product meets all return eligibility requirements
  • For damaged or defective claims, the nature and extent of the issue

AffiGEN will notify you of the inspection results and refund status within 5 business days of receiving the returned product.

Refund Process

Refund Timing

  • Credit Card Payments: 3-5 business days after inspection approval
  • Bank Transfers: 5-7 business days after inspection approval
  • Purchase Orders: Credit within 5-7 business days, or refund check within 14 business days

Note: Depending on your payment provider and banking institution, it may take additional time for the refund to appear in your account.

Refund Amount

Standard refunds include:

  • The full purchase price of the returned product
  • Any taxes paid on the returned product

Standard refunds do not include:

  • Original shipping charges
  • Return shipping costs
  • Handling or restocking fees (if applicable)

Partial Refunds

In some circumstances, only a partial refund may be granted:

  • • Products with missing components or accessories
  • • Products returned beyond the 30-day window but within 45 days
  • • Products showing signs of use or handling beyond inspection
  • • Products requiring repackaging or reconditioning

The amount of the partial refund will be determined based on the condition of the product and the specific circumstances of the return.

Special Considerations

International Returns

For international customers, additional considerations apply to returns:

  • •All international returns require pre-approval and an RMA number
  • •Return shipping costs are the responsibility of the customer unless the return is due to our error
  • •The customer is responsible for all customs duties, taxes, and fees associated with returning products
  • •International returns may take longer to process due to customs clearance
  • •Refunds will be issued in the original currency of purchase

Please contact our international customer service team for specific guidance on international returns.

Bulk Order Returns

For bulk orders (orders exceeding $5,000 or containing more than 20 units of a single product), special return conditions may apply:

  • Bulk returns may be subject to a restocking fee of up to 15%
  • Partial returns of bulk orders may affect any volume discounts applied to the original order
  • Custom packaging or labeling for bulk orders may affect return eligibility

Please consult with your account representative before placing bulk orders to understand the specific return terms that will apply.

Product Quality Concerns

If you experience quality issues with our products that are not immediately apparent upon receipt:

  • Document the issue with photographs and detailed notes
  • Contact our technical support team as soon as the issue is identified
  • Preserve any remaining product and original packaging for potential analysis
  • Be prepared to provide information about storage conditions and usage

AffiGEN takes product quality concerns seriously and may request additional information or samples for investigation. Quality-related returns may be eligible for extended return timeframes beyond the standard 30-day window.

Need Assistance with a Return?

Our customer service team is ready to help you with any questions about returns, refunds, or product issues. We re committed to ensuring your complete satisfaction with AffiGEN products.

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