The CytoSMART products are designed to perform in the lab and to be handled with care. Unfortunately, a product may fail on you. We will always work with you to resolve the issue, before asking you to return the device. Most of the time, you can fix this with a reboot of the device or with an update / patch from our side. If this does not work, the following return policy applies. Before returning it, please try the following options:
Do you want to cancel your order even before you received it? That is possible when the order is not fully processed yet. Please send as soon as possible a message to firstname.lastname@example.org with your order number and reason for canceling. If the order is already paid and the order is not shipped yet, we will credit the full purchase amount immediately.
If you received your order, but you are not satisfied with your purchase, you can return the product on certain conditions or we can swap the product. CytoSMART never charges costs for cancellation.
The product(s) can not contain any (manual, technical or hardware) changes and it needs to be fully complete and without wear and tear. All included paperwork, warranties, packaging, cables and additions must be include in the return shipment. Cost for the return shipment and eventual insurance are to be paid by the customer. Insufficiently stamped return shipments are declined by CytoSMART and the shipment is the sole responsibility of the customer. Therefore we advise the customer to always ask for a “Track & Trace” code of the shipping company and keep hold of it until CytoSMART accepts the return shipment.
Underneath, you will find a couple of important exceptions:
If you wish to return your order, you must make this clear within 14 days after receiving the order. Please make sure to contact your sales representative to set up the return shipment. CytoSMART will take care of almost everything necessary to return the product. This includes arranging the pick-up of the return shipment.
You only need to take care of the following two things:
Misuse involves returning a mistreated product due to incorrect cleaning or using the product in ways it was not designed for. This is not part of the warranty. To prevent this, remember that our support team is always ready for any questions.
If the product does not meet your needs within 14 days or does not work on arrival, you can return the device. In that case we will refund the costs of the device excluding the shipping costs within 30 days after inspection of the device by one of our engineers. Cost for the return shipment and eventual insurance are to be paid by the customer. The costs of the device will be refunded to the same bank account as it was paid from.
When a problem occurs that cannot be resolved remotely, you can return the product within the warranty period. We will exchange the device after examining it. It usually takes 2-3 days for CytoSMART to receive the return shipment. If the problem is clear and unresolvable by our engineers, a replacement device will be shipped. Please note that CytoSMART does not issue refunds in these situations.
For more information regarding the return policy or if you have other questions, please contact us via email at email@example.com or phone +31 (0)88 – 20 32 200.